In this episode, Lisa D Dance shares her journey from a young age, where her passion for improving customer experiences began, to her current role as a UX researcher and author. She discusses her book, 'Today is the Perfect Day to Improve Customer Experience,' which highlights the importance of understanding customer needs beyond just technology. Lisa emphasizes the significance of effective feedback loops, the cost of poor customer experiences, and the concept of unpaid customer labor. She introduces her frameworks, including the 3Q Do No Harm framework, aimed at helping organizations proactively identify potential harms in their products. The conversation also touches on the ethical implications of technology in customer experience and the future challenges that lie ahead.

Links:

https://www.linkedin.com/in/ldance/

https://serviceease.net/

Lisa's book: https://serviceease.gumroad.com/

3Q-Do No Harm Framework: https://serviceease.net/3q-do-no-harm-framework

Chapters:

00:00 Introduction to UX and Customer Experience

01:10 The Early Signs of a UX Advocate

04:26 Transitioning to User Experience Research

06:45 The Book: Improving Customer Experiences

10:47 Understanding Organizational Blind Spots

14:34 Bridging Feedback Loops in Organizations

17:26 Incentivizing Customer Experience Improvements

20:32 The Cost of Poor Customer Experiences

24:25 Measuring Customer Experience Value

27:23 The Importance of Basic Customer Service

29:57 Unpaid Customer Labor and Its Implications

40:12 Navigating Customer Experience in a Tech-Driven World

43:23 Addressing Unpaid Customer Labor

48:45 The Importance of Customer Feedback and Testing

49:12 The Power of Storytelling in Customer Experience

52:34 Introducing the 3Q Do No Harm Framework

59:07 Implementing Ethical Frameworks in Design

01:03:26 Future Challenges in Ethical Design

01:10:03 Target Audience and the Impact of Storytelling

Lisa D. Dance: Companies don’t know how frustrating they are until it’s too late.