Capturing Customer Context for an Upside-Down World
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 requires up-leveling your understanding of your customer context. But how do you ask the right questions and set yourself up for success? Multimodal design expert Cheryl Platz shares a framework for capturing customer context inspired by her time in improvisational theater, and walks you through how these dimensions of context will unlock greater success for your complex products and experiences. Inspired by Chapters 2 and 7 of Cheryl’s new book from Rosenfeld Media, Design Beyond Devices.
Principal UX Designer at the Bill & Melinda Gates Foundation
Author of Design Beyond Devices: Creating Multimodal, Cross-Device Experiences
Cheryl Platz is the author of Design Beyond Devices: Creating Multimodal, Cross-Device Experiences from Rosenfeld Media. A world-renowned designer whose work on emerging technologies has reached millions of customers across multiple industries, Cheryl’s professional passions include natural user interfaces, applied storytelling in design and research, and taming complexity in any manifestation. Past employers include Amazon (Alexa), Microsoft (Azure, Cortana), Electronic Arts (The Sims, The Urbz), Griptonite Games (Disney Friends), Disney Parks (PhotoPass), and MAYA Design.
In her current full-time role as a Principal UX Designer at the Bill & Melinda Gates Foundation, Cheryl led the service design effort for the foundation’s transition to modern remote meetings and she is now leading human-centered design efforts to define the future of knowledge management at the foundation. Cheryl is also Principal and Owner of her own design education firm Ideaplatz, LLC through which she shares her expertise with the global design community via talks, workshops, writing, and limited consulting engagements. International speaking highlights include IxDA Interaction Week, Interaction Latin America, Design Matters DK, An Event Apart, UX Week, UX Lisbon, UX London, Amuse UX Conference, DesignOps Summit, UX Days Tokyo/Seoul, World Usability Day, and Webdagene.
Cheryl’s unique background also includes over 15 years as a professional actress and improvisor. She is a 12-year veteran member of the Unexpected Productions ensemble and teaching faculty, based in Seattle. Her experience also includes multiple scripted stage, film, and video productions, as well as hundreds of hours of livestreamed internet TV productions and a few video game voice-over credits.
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