http://www.dancingmango.com/blog/2007/01/08/early-learning-centre-fail-to-deliver/ For more than a decade Marc has been a passionate advocate of placing the customer at the heart of business, working with clients in finance, retail, government and entertainment sectors, helping them craft compelling cross channel customer experiences. Marc champions lean and agile approaches for making customer driven innovation happen. He brings design thinking and creativity to clients, engaging across the organisation with a focus on delivery as well as ideas. He is currently writing a book on Agile Experience Design to be published this Autumn. Sun, 25 Sep 2011 23:33:07 +0000 http://wordpress.org/?v=2.9 hourly 1 http://www.dancingmango.com/blog/2007/01/08/early-learning-centre-fail-to-deliver/comment-page-1/#comment-10346 dancingmango » The Total Experience Thu, 15 Feb 2007 10:22:37 +0000 http://www.dancingmango.com/blog/2007/01/08/early-learning-centre-fail-to-deliver/#comment-10346 [...] The customer experience doesn’t start on the home page and finish on the payment confirmation page. A compelling customer experience comprises of a number of factors with the different factors residing in, and owned by different parts of the business. This can result in parts of the experience being excellent, others being shocking, such as at the Early Learning Centre. Projects that are driven forward by “IT” rarely see the bigger picture; the project manager’s primary concern is with delivery. And this means producing a product that covers all the use cases or stories that were specified in the plan. Agile development practices often reinforce this; an agile team is (rightly) focussed upon delivering technical excellence according to the “customer’s” requirements. The trouble with this is that project success in the on-line world goes beyond just delivering working software. Success is all about the total experience. [...] [...] The customer experience doesn’t start on the home page and finish on the payment confirmation page. A compelling customer experience comprises of a number of factors with the different factors residing in, and owned by different parts of the business. This can result in parts of the experience being excellent, others being shocking, such as at the Early Learning Centre. Projects that are driven forward by “IT” rarely see the bigger picture; the project manager’s primary concern is with delivery. And this means producing a product that covers all the use cases or stories that were specified in the plan. Agile development practices often reinforce this; an agile team is (rightly) focussed upon delivering technical excellence according to the “customer’s” requirements. The trouble with this is that project success in the on-line world goes beyond just delivering working software. Success is all about the total experience. [...]

]]> http://www.dancingmango.com/blog/2007/01/08/early-learning-centre-fail-to-deliver/comment-page-1/#comment-8093 Meikah Delid Tue, 09 Jan 2007 03:08:28 +0000 http://www.dancingmango.com/blog/2007/01/08/early-learning-centre-fail-to-deliver/#comment-8093 Hi, Marc! I know where you're coming from. You're right in saying that providing a good customer-service experience goes beyond beautiful website. It is defined by having customers' expectations answered, met, and nurtured. Keep up the good work in sharing your insights on human experience! Hi, Marc! I know where you’re coming from. You’re right in saying that providing a good customer-service experience goes beyond beautiful website. It is defined by having customers’ expectations answered, met, and nurtured. Keep up the good work in sharing your insights on human experience!

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