Writing is not only a way to communicate your ideas, but also a powerful tool to generate, test, and refine them. In this article, you will learn how you can use writing to drive innovation in customer experience, one of the most important factors for business success in the digital age.
Innovation in customer experience requires understanding customers' pain points and offering solutions that delight them. Writing can help you achieve this by allowing you to research and synthesize information from various sources, articulate and clarify your assumptions, generate and explore multiple ideas, test and evaluate your ideas, and communicate and persuade stakeholders. It can help you research customer feedback, market trends, and best practices, as well as articulate hypotheses and goals. Brainstorming, mind mapping, and storytelling are useful for generating ideas, while prototyping, feedback loops, and experiments can be used to test them. Finally, pitches, proposals, and case studies are great for communicating with stakeholders.
La escritura es un práctica mental que nos ayuda a imaginar escenarios. En términos de innovación encuentro en el mind mapping y el story telling una poderosa herramienta para explorar ideas, comunicarlas y probarlas en diferentes audiencias y escenarios. La escritura potencializa el pensamiento creativo como un músculo que debemos ejercitar.
Writing for innovation requires a different mindset, skillset, and process than writing for other purposes. To help, here are some tips to consider: Begin by writing for yourself first, using it as a tool to generate and refine your own ideas. Don't worry too much about grammar or style at this stage. Additionally, write with curiosity, openness, and empathy to explore and understand your customers. Lastly, be creative, flexible, and experimental when writing; try new things, challenge assumptions, and embrace failures. Writing for innovation is a way of creating, not following. Use it as a tool to discover rather than confirm.
Writing for innovation can take many forms and formats, depending on your goals, audience, and context. For example, you can create a customer journey map to identify gaps, opportunities, and pain points in your customer experience. You can also write a persona to empathize with your customers and create products that match their needs. Additionally, you can write a value proposition to communicate and validate your unique selling point. Finally, you can write a story to illustrate the benefits of your product or service and engage your customers. All of these writing techniques can help you drive innovation in customer experience.
Writing for innovation can be incredibly beneficial for you, your customers, and your business. It can help improve your critical thinking, problem-solving, and decision-making skills as you analyze, evaluate, and synthesize information. Plus, writing for innovation can promote creativity, imagination, and originality as you generate ideas and perspectives. Furthermore, it can help increase confidence, motivation, and passion as you express and refine your ideas. Writing for innovation can also lead to the creation of better products or services that are more customer-centric and user-friendly. Finally, it can help deliver better customer experiences that are more satisfying and memorable.
When writing for innovation, there are certain challenges and pitfalls to be aware of and overcome. For instance, it can be time-consuming to research, write, revise, and rewrite multiple times in order to find the best solution for your customer. Additionally, it can be frustrating to manage uncertainty, ambiguity, and complexity while dealing with failures, rejections, and criticisms. Writing for innovation can also be risky as your ideas will be exposed to feedback, competition, and change. Moreover, it can be demanding to balance your own vision with the customer's needs and expectations.
En UX/UI vous pouvez aussi penser à transformer vos CTA en CTV (call to value). Par exemple, au lieu de faire un btn "téléchargez notre PDF" vous pouvez écrire "Découvrez nos conseils pour être plus performant". Il y aussi le CTE (call to engage) "je suis prêt à prendre du level !". Mais aussi le CTT (call to think) dans le but de déclancher une pensée "Fatigué de ne plus être à la hauteur ?". Voilà quelques exemples de manière de rédiger les choses pour les autres ??