Experience Design, Improvement Review Flashcards by Stephanie COmo

The process of prototyping, ideating, and testing is repeated early in the process because of which of the following?

It’s less expensive

It’s speedier

Leads to more success

All of the above

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Which of the following is most similar to co-creation?

Co-innovation

Co-inventiveness

Crowd-creation

Crowdsourcing

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Which of the following best defines customer journey mapping?

The process of tracking and describing all the experiences customers have as they encounter a service or set of services

The process of taking into account what happens to customers during experiences, and also their responses to them

Knowing what happens to customers during their experiences and how those experiences make them feel in every step

All of the above

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One-on-One in-depth interviews are best for which of the following customers?

Retail customers

Dissatisfied customers

Regular customers

Business customers

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“Which of the following involves companies using information gleaned either from past interactions with a customer or from existing sources and using it to instantaneously customize the shopper’s experience?”

Proactive personalization

Cost reduction

Contextual interaction

Journey innovation

Proactive personalization

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The question “Do pages provide the menu?” is an example of which of the following web site review criteria categories?

Value

Trust

Presentation

Navigation

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which of the following must a company identify while experiencing the actual “journey” a customer takes?

Pain or stress points

Opportunities

Touchpoints

All of the above

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The customer experience can most be enhanced by which of the following?

Creating experience clues

Focusing on service design

Encouraging greater active customer participation in design and delivery

Mapping customers’ journey

Encouraging greater active customer participation in design and delivery

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Which one of the following is a potential consequence of using self-service technology?

Computer knowledge

Lack of human interaction

Wasting time

Social interactions

Lack of human interaction

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Which of the following is often unaccounted for during the design process of products or services?

Customers’ needs

Employees’ needs

Partners’ needs

Employees and partners’ needs

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Which of the following C’s of Customer Experience focuses on elements that are considered to be temporal, often localized, planned with obsolescence in mind and across many and changing mediums,?

Cost

Context

Consumer

Content

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Which of the following would most likely motivate workers within an organization?

Purpose motive

Profit motive

Bonus motive

Master motive

Purpose motive

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Which of the following is a reason to use body-storming as a design tool?

To quickly generate and test out many context and behavior-based concepts.

It is a useful way to reach users’ motivations, concerns, perceptions, and reasoning.

To bring a typical customer to life and to communicate the value of different concepts to various target groups.

It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.

To quickly generate and test out many context and behavior-based concepts

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Fill in the blank. Once a business recognizes what each customer desires and expects, it is critical to align these needs and expectations with the company’s____.

Profit

Brand

Reputation

Employees

Brand

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Which of the following may BEST define the world of Circular Commerce?

Customers pre-shop, engage more purposely with in-store visits, have more productive shopping time, and increased transaction level

Customers pre-shop online, visit a retailer, purchase the product online

Customers visit retailers, shop productively, visit online e-tailers, return for in-store visits

Customers engage more purposely with in-store visits as they pre-shop, increased online interactions and sales, and increased in-store transaction level

Customers pre-shop, engage more purposely with in-store visits, have more productive shopping time, and increased transaction level

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Which of the following primary customer types is characterized as disliking websites but is willing to wait in line?

Self-server

People person

Crowdsourcer

None of the above

People person

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It is important to do which of the following at each step of the design process?

Include real customers at each step

Allow stakeholders a say in everything

Only include employees when customer interaction is involved

Include shareholders since they will also be affected

Include real customers at each step

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Which of the following best defines ideation?

To think about and share ideas

Use prototypes for new ideas

Eliminate unpopular ideas

Be idealistic with suggestions

To think about and share ideas

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Design thinking leads to which of the following?

Greater creativity

Better solutions and greater creativity

Better solutions

Less expensive design issues

Better solutions and greater creativity

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IBM’s design “Loop” includes all of the following EXCEPT:

Analyze

Observe

Reflect

Make

Analyze

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Which of the following observation techniques is used when photographing a consumer within a space, such as a hospital waiting room, over two or three days?

Shadowing

Behavioral mapping

Consumer journey

Unfocus groups

Behavioral mapping

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Which of the following steps to successful customer journey management includes creating a holistic understanding of the journey experience and performance, and discover key patterns and behavior shifts?

Connect the Multi-Channel Journey

Operationalize

Continuously Learn and Improve

Derive Insights

Connect the Multi-Channel Journey

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Mystery shopping has become highly successful and allows organizations to do which of the following?

Critique their own organization

Critique the mystery shoppers

Critique the process

Critique the neighbors

Critique their own organization

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Fill in the blank: _______ is one of the most common techniques for designing the service delivery process.

Customer contact intensity

Internal process design

Technology infusion

Service blueprinting

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One of the reasons ideation is most helpful is because of which of the following? It includes the thoughts of the customers only It includes the customers and employees It includes only front-line employees It does not include the constraints of existing solutions

It does not include the constraints of existing solutions

Which of the following correctly identifies the steps in the Progression of Economic Value? Commodities, goods, services, experiences Experiences, goods, services, commodities Commodities, services, goods, experiences Goods, services, commodities, experiences

Commodities, goods, services, experiences

Which of the following is an example of a digital service? Word processing software Online newspaper Online banking Internet store

Online banking

Which of the following best defines customer journey mapping? The process of tracking and describing all the experiences customers have as they encounter a service or set of services The process of taking into account what happens to customers during experiences, and also their responses to them Knowing what happens to customers during their experiences and those experiences make them feel in every step All of the above

All of the above

According to Pink, which of the following is needed to produce mastery? Flexibility Reward Freedom Engagement

Engagement

Which of the following is an example of an unmanaged touchpoint? Viral e-mail Online aids Blog Both A and C

Both A and C

"Which of the following occurs through ongoing experimentation and active analysis of customer needs, technologies, and services in order to spot opportunities to extend the relationship with the customer?" Journey innovation Contextual interaction Proactive personalization Cost reduction

Journey innovation

Which of the following experience arenas do many establishments name "Experience" as anything but? In-Name-Only Experiences Experiential Marketing User experience Customer Experience

In-Name-Only Experiences

Which of the following levels of experience design or a web site is brand presence? First level Second level Third level Fourth level

First level

Which of the following is one of the two common mistakes organizations typically make when measuring the service experience? Speaking with customers or users multiple times Speaking with customers who have only used a single service channel Speaking with customers as they move from touchpoint to touchpoint Speaking to staff regularly about customer satisfaction data

Speaking with customers who have only used a single service channe

When employees are able to perform their work without the usual constraints of strict policies and procedures that demand compliance behavior, they have which of the following? Autonomy Mastery Purpose None of the above

Autonomy

What is the main benefit of a well-designed customer experience strategy? Improved experience for the customer Improved experience for the staff Improved efficiency and cost reduction All of the above

All of the above

IDEO, a design consulting firm in California, believes the design thinking process should begin with which of the following? Implementing Refining and testing Synthesizing and defining Observing and empathizing

Observing and empathizing

A user insight referred to as a service safari would include which of the following? Takes time to define, assembly in a travel kit, may be cultural Maybe a co-designer, large numbers of insights, ideas, more truthful responses First-hand experience, outside client industry, more objective Simple continuum, mapping, history of group or people

First-hand experience, outside client industry, more objective

Which of the following is an example of a digital application? Word processing software Online newspaper Online banking Internet store

Word processing software

Which of the following teams shape user interfaces? Design Analytics Development Marketing

Design

Taking information gleaned either from past interactions with a customer or from existing sources and using it to instantaneously customize a shopper's experience is an example of which of the following? Automation Contextual interaction Proactive personalization Journey innovation

Proactive personalization

Which term best refers to the current company concept of customer behavior? Sell what we buy Referral-based Preference-based Correlations among assortments

Preference-based

__________ thinking can play a role as a vehicle of innovation that combines the disciplines of creative development and process engineering. Design Process Creative Innovative

Design

When it comes to the OOB (Out-of-Box) experience for a product, the customer’s experience consists of which of the following? The price of the product The product's usefulness The service and the product The price only

The service and the product

Which of the following steps to successful customer journey management includes understanding every interaction by analyzing structured and unstructured data to highlight pain points and best practices?

Derive Insights

# Fill in the blank. For service designers, the objects of design are experiences over ____. Expectations Time Perception Space

Time

What term best describes the point at which a business is actively exploring ways in which a channel can support its activities? Brand presence Brand interaction Brand transaction Brand quality

Brand interaction

Which of the following could be described as a user experience? Experiences with retail brands Emotional effect of services, impact quality of life Interactions with technology Call to customer service

Interactions with technology

Which of the following is a reason to use draw the experience as a design tool? To quickly generate and test out many context and behavior-based concepts. It is a useful way to reach users’ motivations, concerns, perceptions, and reasoning. To bring a typical customer to life and to communicate the value of different concepts to various target groups. It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.

It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.

Which of the following is the best design tool for users to highlight key issues of the design problem and provide insights for design improvements? Shadowing Extreme user interviews Role playing Character profiles

Extreme user interviews

Which of the following is the most accurate statement? Crowdsourcing can provide useful insights, and may be a substitute for co-creation. Crowdsourcing can provide useful insights, but it is not a substitute for co-creation. Crowdsourcing is the best process for useful insights as a substitute for co-creation. Crowdsourcing is for useful insights from customers, co-creation provides insights from employees.

Crowdsourcing can provide useful insights, but it is not a substitute for co-creation.

Which of the following is the major roadblock for a company to avoid in developing a revolutionary application? Resistance to change Setting up cross-functional team Gathering domain experience Technology

Resistance to change

Which of the following can be defined as consistent, intentional, differentiated, and valuable? Random experience Predictable experience Branded experience Both predictable and branded

Branded experience

Which of the following refers to our abilities to handle and manage relationships? Personal competence Social competence Emotional competence Behavior competence

Social competence

Which of the following is an advantage of touchpoints? Opportunity to listen to customers Better understand customer needs Predict future choices of customers All of the above

All of the above

Which of the following design tools is a good way to communicate a concept to the team and evaluate how to refine the design? Body storming Shadowing Quick-and-dirty prototyping Character profiles

Quick-and-dirty prototyping

3-D images of products, live camera image of a new home’s neighborhood, and Bionic Eye are all examples of which of the following? AR (augmented reality) AR (assisted reality) FR (future reality FR (focused reality)

AR (augmented reality)

Which of the following gives the person the ability to persuade and influence others using effective strategies, such as friendliness, rewards, coercion, expertise, and co-opting? Personal competence Social competence Emotional competence Behavior competence

Social competence

Excellent products must appeal to users on which of the following levels of appeal for it to be considered well designed? Cognitive appeal Emotional appeal Both a cognitive and an emotional appeal None of the above

Both a cognitive and an emotional appeal

A qualitative design persona for customer experience efforts reveals which of the following? Value of a customer to a business How customers currently behave Where to reach customers with targeted messages The how and why customers make decisions

The how and why customers make decisions

Speaking with customers who have only used a single service channel

IDEO, a design consulting firm in California, proposes which of the following steps related to their Design Process? Synthesize, generate ideas, refine, implement Define, ideate, prototype, test Synthesize, generate ideas, prototype, test Define, ideate, refine, implement

Define, ideate, prototype, test

Which of the following can be seen as both experience and value? Service Care Performance Access

Performance

Which of the following design tools is used to perform a process or execute a specific task, and ask participants to describe aloud what they are thinking?

Narration

Which of the following is an example of a self-servicing capability? In-store repairs Customer service desk Product servicing Mobile applications that allow customers to complete transactions

Mobile applications that allow customers to complete transactions

In general, how many negative customer experiences could it take to lose a customer's loyalty? 3 2 1 0

Which of the following is an example of a one-dimensional attribute? Brakes stop a car Low prices on cars Bank refunding a service fee before the customer asks Checks getting processed

Low prices on cars

Leaders believe companies become more efficient and effective as a result of which of the following? Fewer complaints Fewer mistakes Fewer suggestions Fewer employees

Fewer mistakes

Which of the following pairs related to the Progression of Economic Values is shown INCORRECTLY? Extract/Commodities Make/Goods Stage/Experiences Deliver/Quality

Deliver/Quality

Which of the following best defines a human-centered design process? A problem-solving process involving future, current, and past customers. A problem-solving process addressing the needs of the customers of an organization. A problem-solving process that incorporates the needs of customers, employees and business stakeholders. A problem-solving process related to customer experience of companies.

A problem-solving process that incorporates the needs of customers, employees and business stakeholders.

# Fill in the blank. The fundamental concept to embrace when you design a service is that perceived quality is defined by the gap between ____. What people experience and what they don’t get Expectations and perceptions Experiences, expectations, and perceptions What people expect and what they actually experience.

What people expect and what they actually experience.

In the past, new services were usually designed by which of the following methods? Customer input Employee suggestions Trial and error Profit expectations

Trial and error

Which of the following is the final phase of the journey mapping experience? Evaluate and prioritize Design new experiences Add detail to understand Evaluate and frame the issue/opportunity

Design new experiences

The responsibility for a customer's experience belongs to which of the following? The firm and a product's manufacturer The firm and the customer The customer and a firms employees The manufacturer of a product

The firm and a product's manufacturer

Which of the following design tools observe and record users' behavior without interfering with their activities? Character profiles Fly on the wall Role playing Draw the experience

Fly on the wall

Which of the following helps you structure, design, and align touchpoint interactions as they unfold over time? Customer blueprint Service blueprint Customer ecology Service ecology

Service blueprint

Which of the following is an example of a cross-channel service offered by a company? Email IVR Click to call back Call center

Click to call back

Which of the following rules from the hotel industry for creating a great experience includes giving guests full information about optional extra charges on a website so they are transparent and expected? Get bad experiences over with early Stick to rituals Build customer commitment through choice Segment pleasure, combine the pain

Build customer commitment through choice

Both a cognitive and an emotional appeal

Which of the following design tools is a valuable way to reveal design opportunities and show how a product might affect or complement users’ behavior? Draw the experience Shadowing Character profiles Fly on the wall

Shadowing

Which of the following strategies for encouraging the use of digital money management includes putting money management where customers can see it? Letting customers know you have money management Educating customers about the benefits of money management Making enrollment as simple as a single click Providing practical advice that's fun and easy to use

Letting customers know you have money management

Which of the following uses social technologies like Facebook contests, public communities, and ideation websites to generate new product and service ideas? Crowdsourcing Co-creation Co-innovation Co-inventiveness

Crowdsourcing

Which of the following is the first step in persona building? Locate your customers Describe your customers Connect with current customers Understand customers' decision-making process

Describe your customers

Which of the following involves using knowledge about where a customer is in a journey physically (entering a hotel) or virtually (reading product reviews) to draw him forward into the next interactions the company wants him to pursue? Journey innovation Contextual interaction Proactive personalization Cost reduction

Contextual interaction

Which of the following journey map construction tools is used with a group of customers to help engage them into the mapping process and encourages them to share their experiences, expectations, feelings and emotions at every stage of integration? Discovery and co-creation Customer surveys Focus groups In-depth interviews

Discovery and co-creation

Classic service design involves which of the following approaches? Insights research, workshops, service blueprinting Service proposition development, concept sketches and presentations Experience prototyping, testing, and delivery All of the above

All of the above

Which of the following correctly identifies the sequence for design of a new product or service? Documentation, research, ideation, prototypes, analysis Ideation, research, analysis, documentation, prototypes Prototypes, ideation, documentation, ideation, research Research, analysis, ideation, prototypes, documentation

Research, analysis, ideation, prototypes, documentation

IBM design thinking includes which of the following? Human-centered outcomes Company-centered outcomes Employee-centered outcomes All of the above

Human-centered outcomes

# Fill in the blank. For service designers, the objects of design are experiences over ____. Expectations Time Perception Space

Time

Which of the following design tools is a useful way to bring a typical customer to life and to communicate the value of different concepts to various target groups? Role playing Draw the experience Character profiles Quick-and-dirty prototyping

Character profiles

In general, there are three primary types of customers that interact with almost every organization, which of the following is NOT one of those personas? People person People pleaser Self-server Crowdsourcer

People pleaser

Which of the following design tools sets up a scenario and act out roles, with or without props, focusing on the intuitive responses prompted by the physical enactment? Body storming Shadowing Character profiles Fly on the wall

Body storming

Which of the following experience arenas can be described using human-computer interfaces, and increasingly any physical offering? Experiential Marketing User experience Customer Experience In-Name-Only Experiences

User experience

A human-centered design process must begin with which of the following? Customer journey maps Research to understand customers needs and motivations Defining customer personas Customer-employee interactions

Research to understand customers needs and motivations

Which of the following can be defined as inconsistent and unintentional? Random experience Predictable experience Branded experience Both predictable and branded

Random experience

Which of the following design tools is used to identify individuals who are extremely familiar or completely unfamiliar with the product and ask them to evaluate their experience using it? Quick-and-dirty prototyping Extreme user interviews Character profiles Fly on the wall

Extreme user interviews

Which of the following could be used to detail how customers would interact with a municipal water company regarding whether or not customers would care about installation of new meters? Customer Experience Index Journey map Customer billing WoM program

Journey map

Which of the following is the first step in persona building? Locate your customers Describe your customers Connect with current customers Understand customers' decision-making process

Describe your customers

Which of the following channels can be described as knowledge best delivered? Face-to-face Bit-to-bit Voice-to-voice Text-to-text

Face-to-face

Experience Design, Improvement Review Flashcards

(99 cards)