UX
LEADERSHIP
Embedded Files
DESIGN PRODUCTS CUSTOMERS ♥
1. TALK TO CUSTOMERS
interviews
interviews
Conducted more than 30 interviews over nine days
personas
personas
Created 10 User Personas that influenced product roadmaps
SERVICE BLUEPRINTs
SERVICE BLUEPRINTs
Documented every step & pain point along the Users Journey
2. DEFINE THE ULTIMATE CUSTOMER EXPERIENCE
3. CREATE A VISION WITH COMPELLING STORYTELLING
STEP 1
STEP 1
ADD YOUR TEAM
STEP 2
STEP 2
SELF-REGISTER USERS
STEP 3
STEP 3
GUIDED IN-APP TOURS
PROMOTING CUSTOMER EMPATHY
Designing products that customers love, takes a lot of hard work. You have to talk to customers frequently, paint a picture of what customer success looks like, and promote a clear, singular vision across the organization. Over the course of my product management career I have led several UX initiatives. Read more below about how I helped our team promote a "customer experience" to first class...
Situation
Situation
Product teams lacked a singular vision for what customer success looked like. The company was challenged with scaling quickly across a diverse customer base.
Task
Task
Create a singular vision for the “ultimate customer experience.” Use that vision to rally teams, focus our efforts, and drive product innovation.
Action
Action
Helped lead a 5 day UX workshop, that outlined a vision for our future. Review customer journeys and identify common pain points.
Results
Results
We crafted a beautiful customer story that could be shared across the org. This story inspired teams and ignited a movement around a single purpose – delighting customers. We all knew exactly where we wanted the product to be over the next 2-3 yrs.
MEDIA
SPOTLIGHTS
Get in touch at toddhodges@gmail.com
Get in touch at toddhodges@gmail.com
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