Capturing Customer Context for Cross-Channel Experiences by Cheryl Platz "Product people - Product managers, product designers, UX designers, UX researchers, Business analysts, developers, makers & entrepreneurs February 02 2021 True customer experience, multimodal design, Prioritised Members' Content, Product Design, Mind the Product Mind the Product Ltd 639 Product Management 2.556

Capturing Customer Context for Cross-Channel Experiences by Cheryl Platz


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In this November 2020 #mtpcon Digital session, Cheryl Platz, a multimodal design expert and author of Design Beyond Devices, shares a framework for capturing customer context and deepening your understanding of customers inspired by her time in improvisational theatre.

Cheryl gets us thinking about the answers to questions such as:

  • Is your customer experience straining at the seams?
  • Have your customers moved from office to home, and your company’s charter along with it?

Designing for the next generation of experiences, she explains, requires deepening your understanding of your customer context – you need to be able to ask…

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