How do you test customer experience innovations before launch?

Seek feedback throughout the product build, not just near the launch. Creating an opportunity for your customers to be part of the build will give them confidence in your commitment to building products that are helping them alleviate pain points and simplify their lives. The feedback loop ensures there are no surprises as you near the launch date and helps cross-functional teams learn from customer experiences. The communication stream along the journey strengthens internal and external relations as well.

One of the best ways to understand who your customers are is to become one yourself. Going through on onboarding process and coming up with the questions you yourself may have is a great first step to finding pain points or opportunities

An innovation is often born from a particular problem or necessity. With this in mind, the product should also be fashioned in such a way that it satisfies this need and provides a solution to unrecognized needs as well. An important element is knowing your target audience, which involves gathering useful information about them. After these steps have been taken, a sample that most accurately represents this audience could be allowed to use the product. The feedback will provide even more information and an iterative process can enable improvements or adjustments that increase the likelihood of a satisfying experience.

The need of the Customer is the key; innovation becomes redundant or futile if the entire concept does not revolve around your customer alone. Keep it simple, genuine, transparent, WIFM (customer), it all about customer, customer and customer. Finally, what is your/organization's burning desire? If it is long term and true to your conscience, then you will win consistently.

Unfortunately a lot of CX work is all assumptions, as a lot of CX work is done from the inside out, created either in a cross-functional workshop of employees, or by a single CX professional. This is very dangerous. Without doing upfront customer research and possibly even involving a customer or two in your journey mapping workshop, or validating your inside out perspectives via customer research afterwards, all of your CX work products will ALWAYS remain as assumptions.

The starting point should always be the experience improvements you prioritized during your cross-functional customer journey mapping workshop. These improvement projects may have been prioritized using a simple 2x2 matrix (impact vs. effort). For each improvement project identify what assumptions you're making and then you can prioritize which ones to test using another simple 2x2 matrix (uncertainty reduction vs. cost to test).

In the realm of CX testing, I adapt based on the project stage. For live projects, I rely on customer feedback. For new ventures, I ask questions and analyze data. Luck and creativity also play a role. I draw from the past for wisdom. This dynamic approach conquers challenges, creating exceptional experiences. Endless possibilities await in the world of CX testing! ?? Though it's my personal approach.

Well-designed tests will help you either prove or disprove your hypothesis and reduce uncertainty and risk. Consider carefully whether it is more efficient to either prove or disprove your hypothesis. The hypothesis of course being in nearly all cases, some flavor of the idea that this activity will improve the customer experience (with proper investment of course). Given the scarcity of resources in all organizations, testing will ensure that you are investing in the projects that will improve the customer experience the most.

Data analysis is an ongoing journey of exploration and innovation. With psychological methods, I unearth valuable insights and uncover biases, but that's just the beginning. Gathering feature feedback and plotting A/B tests lead me to impactful solutions. There's always more to discover, and no final method in this dynamic process. So, let's keep exploring and innovating to create exceptional user experiences! ??

I’m sure everyone goes in with an effort to get it right the first time. The first pancake rule is important, identify the steps that will improve the standard and then show people how to achieve the outcome. Lead and teach with grace -allowing for a coaching environment to take place where mistakes are improved upon.

This is simply a very methodical and objective way to look at the process. However, this doesn't take into account the person on the other side of the interactions. You get the feedback but also you are missing the actual decision process in the cx journey. It is more of an art than a science.

Customer satisfaction is the key to successful customer oriented business. A satisfied customer is the best advertisment you can ever get