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Microinteractions
Lead to Major
Engagement
Jeannie Walters
Chief Customer Experience
       InvestigatorTM
Mission Statement


360Connext is on a mission to
  improve your day – one
   experience at a time!
What are
    microinteractions?
Microinteractions are small moments.
They matter because they can make or break
a situation in a fraction of time.



They can ruin your day.
Microinteractions Happen In a Flash




        Just like that…a day can be ruined!




                          Or made slightly better…
Microinteractions Happen Around
       Negative Situations
Sometimes They Create The Negative
Great Customer Experience:
   Sweat The Small Stuff
No Reports Reveal The True
       Experience
Humans Are Wonderfully Irrational
Poor Microinteractions Blame The
              User
Nobody Likes To Hear They Are Wrong
Poor Microinteractions Hide
                  Critical Information
What error?




 Required?
Poor Microinteractions Don’t Provide
        Enough Information
Poor Microinteractions Don’t Provide
        Enough Information
Poor Microinteractions Don’t Provide
        Enough Information
Poor Microinteractions Show Someone
Didn’t Think About You, The Customer
Poor Microinteractions Show Someone
Didn’t Think About You, The Customer
What Can Great Microinteractions Do?




        Make You Feel Heard…
What Can Great Microinteractions Do?




         Help You Feel Safe…
What Can Great Microinteractions Do?




          Make You Smile…
What Can Great Microinteractions Do?




    Give You Corrective Actions…
What Can Great Microinteractions Do?




          Change Behavior…
Microinteractions Should:

 Help the user or customer with the next likely action
 Avoid blaming the user
 Be human
 Recognize context
 Be updated when necessary
Microinteractions Should Not:

 Be ignored
 Blame the user
 Use unrecognizable language
 Lead to nowhere
 Ask for more effort
 Be written by robots
Walk In Your Customer’s Shoes

             Reports and data tell much of the
                    story…but not all.



                               Surveys are limited.
Walk In Your Customer’s Shoes
See You There!


 Blog (360Connext.com)
                           Google+ CXITM Club Community




Facebook 360Connext Page     Google+ 360Connext Page
See You There!


Twitter: @jeanniecw & @360Connext



                                           Instagram: 360Connext




                                    LinkedIn: jeanniecw & 360Connext

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