https://www.joshnard.com/blog daily 0.75 2024-05-27 https://www.joshnard.com/blog/law-25-evolve-your-design-through-adaptive-leadership monthly 0.5 2023-09-25 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dd3aaacb-69f0-4f4b-8865-863127863107/Firefly+building+a+Design+Cult+within+an+organization+boardroom+where+people+are+collaborating+on+de+%287%29.jpg Product CX Blog - Law 25: Evolve Your Design Through Adaptive Leadership - Make it stand out Image Description: Group of people in a room evaluating a white board with design layout flows. https://www.joshnard.com/blog/law-4-verbalize-less-craft-designs-that-speak-for-you monthly 0.5 2023-09-20 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5191c03a-f8c6-4528-a57b-74349f88ff25/Firefly+conversing+on+customer-centricity+in+an+organization+boardroom+where+people+are+collaboratin.jpg Product CX Blog - Law 4: Verbalize less, craft designs that speak for you. - Make it stand out Image Description: Group of people in a room evaluating a white board with design layout flows. https://www.joshnard.com/blog/law-6-court-the-essence-of-designs-value monthly 0.5 2023-09-20 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7360a338-399d-480d-b220-8945e8eb5997/Firefly+building+a+Design+Cult+within+an+organization+boardroom+where+people+are+collaborating+on+de+%281%29.jpg Product CX Blog - Law 6: Court the Essence of Design’s Value - Make it stand out Description: Group of people standing and discussing what is on a white board with layout flows. https://www.joshnard.com/blog/law-9-win-through-design-never-through-debate monthly 0.5 2023-09-06 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/86f9bdf7-b6dd-4fd4-bebf-0c02ba8eaa4c/Firefly+Inpaint+20230826131804.png Product CX Blog - Law 9: Win through design, never through debate. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.joshnard.com/blog/law-8-encourage-design-intrigue-to-enter-your-design-space monthly 0.5 2023-09-05 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/53cbde90-3890-46dc-8b41-4713401913d8/Firefly+a+group+of+people+Designing+in+a+workshop+within+a+boardroom+35053+%282%29.jpg Product CX Blog - Law 8: Encourage Design Intrigue to enter your design space - Make it stand out Image Description: (Generative AI) Designers collaborating around a table with others on ideas. https://www.joshnard.com/blog/will-the-metaverse-offer-greater-cx-or-worse-p968j monthly 0.5 2023-09-11 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625331-UDD4I6VM3V0LUSZP4WSW/uk-black-tech-dLLQNd7RP28-unsplash.jpg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625336-6FWGAM6T9Z2M3NZW5C74/Fortnite_TravisScott.jpeg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Travis Scott performed in Fortnite, drawing over 27.7 million unique players in-game participated live 45.8 million times across the five events that connected with Travis Scott’s Astronomical branding. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625340-XGQKC9F7UJTHS4XVTGYN/rtfkt_sneakers.0.jpg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.joshnard.com/blog/us-cx-index-worsened-postpandemic-845g3 monthly 0.5 2023-09-11 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625314-IBKOEDSPNQ45PEVBLR9I/Forrester-CX-Index-Figure-1.jpeg Product CX Blog - CX worsening to shifting pandemic behaviors - Make it stand out Forrester CX Index found on their twitter feed https://www.joshnard.com/blog/category/Product+Design monthly 0.5 https://www.joshnard.com/blog/category/blog monthly 0.5 https://www.joshnard.com/blog/category/48LawsOfDesignPower monthly 0.5 https://www.joshnard.com/blog/tag/forrester monthly 0.5 https://www.joshnard.com/blog/tag/DesignLeadership monthly 0.5 https://www.joshnard.com/blog/tag/%2348lawsofdesignpower monthly 0.5 https://www.joshnard.com/blog/tag/pandemic monthly 0.5 https://www.joshnard.com/blog/tag/measurement monthly 0.5 https://www.joshnard.com/blog/tag/ProductDesign monthly 0.5 https://www.joshnard.com/blog/tag/cx-index monthly 0.5 https://www.joshnard.com/blog/tag/48LawsOfDesignPower monthly 0.5 https://www.joshnard.com/strategy daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594627935-7ZT811HKUE9TN0NIGJFY/unsplash-image-l3N9Q27zULw.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774785-5GXH0R8MSSDQVPWCVIM5/unsplash-image-2cFZ_FB08UM.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774789-59PKUB1XQE9SDVEHZIW3/unsplash-image-qtfi1-2CJpw.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774798-FNBMJQX5VOLJ1M67KSRT/unsplash-image-XvS-uKUoUao.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774793-227GWSTUH6U40732RSQ5/unsplash-image-I6wCDYW6ij8.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/85d1d628-4f35-49e8-acef-c53655a4a6c8/CX_ForumSpeaker2023.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Product + Business Strategy A detailed infographic or chart with multiple sections, including various client profiles, schedules, and schedules, featuring header in orange and sections in blue and beige, related to a project or process overview. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Product + Business Strategy Slide titled "Pivotal Moment Map Framework" with a blue background. It contains a list of points explaining the framework for future ownership experience grounded with quant/qual research, including elements like narrative, pivotal moments, alternative use cases, experience pillars, and statistics. To the right, there are six columns with small preview images and labels for each step, such as Pivotal Moments, Narrative, If/Then use cases, and others. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Product + Business Strategy A detailed infographic illustrating the Caterpillar Customer Relationship Management Life Cycle Storyboard, with various steps and corresponding illustrations depicting customer meetings, price negotiations, quote updates, discount approvals, final checks, and follow-ups in a business context. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Product + Business Strategy A business meeting or workshop taking place in a modern conference room, with multiple attendees seated around tables, some using laptops, engaging with a large whiteboard filled with notes and diagrams, and a presentation projected onto a screen. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594804-IE574FAJGQA345FTZ7A8/CAT+Booklet_Storyboard_11x16-072015_Page_05.jpg Product + Business Strategy Diagram illustrating Caterpillar's sales and marketing archetypes and personas, including roles for sales and marketing teams, with different color-coded icons representing various personas such as Marketing Manager, Sales Manager, Sales Rep, Specialist, and Technology team, interconnected with arrows showing relationships within the sales cycle. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Product + Business Strategy A detailed infographic titled 'Caterpillar Customer Relationship Management Life Cycle Storyboard' depicting various stages and illustrations related to customer relationship management for Caterpillar. It includes flowcharts, text, and illustrations of people working at desks and in meetings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Product + Business Strategy A detailed infographic or flowchart related to customer journey and marketing strategies for Sunwing, with various sections, icons, and text outlining different phases of customer experience and engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product + Business Strategy A detailed table discussing customer experience (CX) barriers, perceptions, behavioral hypotheses, opportunities, and communication tactics for creating a receipt, with sections on problem, perception, support, and opportunities. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product + Business Strategy A detailed process flowchart on a whiteboard illustrating steps involved in a project using diagrams and images of computers, with text descriptions and arrows connecting each step. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product + Business Strategy Flowchart of United Airlines' wheelchair assistance process at airport, covering registration, security, terminal, flight, and arrival procedures. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781325-N31P89BRB38RJKRBPHEH/DRG_1.8_v1F_031615_Page_012.jpg Product + Business Strategy Educational slide titled 'Architecture principles' with six icons representing different concepts such as documents, a computer, touch interface, options menu, layered structure, and flow layers, accompanied by descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Product + Business Strategy Screenshot of a presentation slide titled "Journey Stage Quantitative Summary" with sections on purchase, research sentiments, empowerment, and other car buying process details, accompanied by graphics of cars and icons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product + Business Strategy A detailed worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, Communication Tactics, Customer, Support, and Method of Understanding, including specific customer experience and business strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594721-HGMCKP73EZSVCJBLNII2/CAT+Booklet_Storyboard_11x16-072015_Page_04.jpg Product + Business Strategy A research process infographic showing steps: Discover, Evaluate, Ideate, Revise, Validate, Refine, and Design, each represented visually and with descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594571153-8DV165JXGFVX6U4WFW3E/Amw_AmCartOutofInventory_CXAssessment-Blueprint_Page_41.jpg Product + Business Strategy A detailed infographic titled 'AmCart CX ROI Architecture' explaining how impact maps link customer metrics with business KPIs. It includes sections on outcomes, forecast, journeys, attitudinal success criteria, and touchpoints, with bullet points, icons, and a small Amway logo at the bottom left. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Product + Business Strategy A page from a guide titled 'Pivotal Moment Success' detailing steps for focusing on customer mindset, including triggers and emotions, routines to influence, and rewards, with icons representing each section. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Product + Business Strategy A webpage discussing design principles with a white background, pink heading titled 'Design principles', six blue icons representing different principles, and textual descriptions of each principle. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2b1c9483-9c45-4904-bff6-23b43e793c95/Vanguard_VinDiagram003.jpg Product + Business Strategy Two overlapping circles with text inside, discussing finance and organizational perspectives, with icons of a briefcase, graph, and heart below the circles. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product + Business Strategy A web design guideline page about buttons and links as task icons, with sample product checkout details and interface elements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Product + Business Strategy A colorful infographic titled 'Dreaming & Considering' that outlines stages in customer decision-making, featuring phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and preferences in the context of travel and resorts. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594571147-2YVJ4X53RVDA2A3O0NHN/Amw_AmCartOutofInventory_CXAssessment-Blueprint_Page_15.jpg Product + Business Strategy A flowchart titled 'How: Our Pivotal Moments' describing the process from customer prospecting to loyalty and opportunities, segmented into stages: Curation, Conversations, and Conversions. Each stage includes diagrams of people engaging in sales, meetings, and customer interactions with brief descriptions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Product + Business Strategy A presentation slide titled 'Holiday Getaway Plan' with diagrams and text about customer communication strategies for a travel company, including sections on understanding customer needs, communication gaps, success metrics, and post-trip follow-up. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product + Business Strategy Research analysis decision tree flow diagram for United Airlines' wheelchair chair modernization process, including steps for registration, security, terminal procedures, and flight arrival. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Product + Business Strategy CX Pivotal Moment Barrier: Create a Receipt MVP with sections on problem, perception, behavioral hypothesis, opportunities, communication tactics, and support. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594490417-UI9OLQJSTQMZPPWFY7HR/Journey_Maps_All_121814_Page_01.jpg Product + Business Strategy Dow Packaging experience journey map showing stages from awareness to advocacy, with key opportunities, activities, activity levels, and quotes related to packaging innovation. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product + Business Strategy A screenshot of a CX Persona Readiness Evaluation chart with sections, checklists, and criteria for evaluating personas, alongside a partial view of a woman lifting weights in a gym. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Product + Business Strategy A gap analysis chart comparing home assets in terms of importance and current market position. The chart includes asset types like pampered chef, food, recipes, editorial supporting product, UGC, product reviews, supporting brand pages, and lifestyle pages, with current and competitor states marked by different squares, illustrating their position on an importance scale. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594571299-O0GI1O406ZBNYC7IPTR0/Amw_AmCartOutofInventory_CXAssessment-Blueprint_Page_41.png Product + Business Strategy A detailed infographic titled 'AmCart CX ROI Architecture' explaining customer experience metrics and impact maps, divided into sections for outcomes, forecast, journeys, attitudinal, and touchpoints, with icons and descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Product + Business Strategy Slide presentation with title 'Migrating sentiments into the journey'. The slide discusses stakeholder interviews and workshop feedback to map customer sentiments and includes a detailed journey map with sections labeled 'WHO', 'WHAT', 'WHEN', 'WHERE', and 'IF'. It features organized columns with headers like 'Narrative with Actors', 'Pivotal Moments', 'Key CX Expectations', 'Behavioral Influence', 'Decision Outcomes', 'Channel Touchpoints', and additional details on customer experience, support teams, measurement, and failure risks. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594488455-44HZFR4UR1EP7DFLPZ5A/Slide26.jpg Product + Business Strategy Comparison chart showing success factors for careers with favorite brands Amazon, Toyota, and Dow, highlighting attributes like innovative, inviting, exciting, trustworthy, dynamic, innovative, transformative, and findability. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product + Business Strategy Three people taking a selfie in front of a whiteboard with yellow sticky notes. The person on the left is a man with light brown hair, wearing a gray blazer and checkered shirt. The middle person is a woman with glasses, curly hair, and a cream sweater, wearing a name tag saying 'Libby.' The person on the right is a woman with long brown hair, smiling. All three are smiling and appear happy. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594488682-WR90TR8NBE8OMTR788FK/Slide33.jpg Product + Business Strategy A presentation slide showing stock market analysis with pie charts and images of financial news articles. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594489663-1DV13HSL9FRJOAME0NMC/MerckITUserJourneyGetaDevice_Modi.jpg Product + Business Strategy A detailed customer experience mapping and user journey chart for a device purchasing process, divided into sections for user goals, business goals, touchpoints, mood, gaps/opportunities, and additional notes, with a color-coded emotional journey line at the bottom. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594490038-TJVP4X2PZDMD0FD1YG21/Slide05.jpg Product + Business Strategy A chart titled 'Industry Leadership Analysis' compares the leadership of various companies across categories like brand value, innovation, sustainability, investor, careers, and news/media. The companies are represented with logos, including Apple, Nike, Amazon, GE, 3M, IBM, McDonald's, Coca-Cola, Adidas, Toyota, Facebook, BP, Nissan, and others. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594490601-FUMH6F05ME0HHQTSRBDD/Journey_Maps_All_121814_Page_10.jpg Product + Business Strategy A detailed infographic titled 'Water + Process' showing a journey map through the phases: Awareness, Consideration, Engagement, Loyalty, and Advocacy. It features icons representing different audience types such as performance seekers, value seekers, collaborators, community listeners, content creators, and aggregators. The chart uses colored dots and bars to illustrate activities and opportunities across these phases, including technologies, customer engagement, and support levels, with a legend linking colors to specific actions like researching separation technologies, comparing solutions, and fostering customer loyalty. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551243-NLP4729Q4T2T55YPPPPI/AXA_DukeEnergy_Non-Res_IA_Slide26.jpeg Product + Business Strategy A detailed flowchart showing Duke Energy's residential customer groupings, including segments like current residential, progress energy, and customer segments, with various product, services, and account-related subcategories, and sections for insights, usage analysis, and resource management. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634105-VCL1G0RYECNQHJBGDKU7/Amway.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2898871f-012f-4773-9957-41eb51185bf4/Amway_IAFlowStructure_4threview_Page_23.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7b7eddf-33e9-49cd-9efc-94a279a8a15d/Amwa_AmCartOutofInventory_CXBlueprint_Thumb.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614103-AFQWTX8UES69KPGFXAVQ/Caterpillar.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594855-SY606265UBGGC27SNSRU/CAT+Booklet_Storyboard_11x16-072015_Page_16.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614030-LI8EN6P5DDHA107U3R60/Marriott+Itnl.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645165-651FPJMCLDJSNFTJMCPJ/MarriottStoryboard3.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594528250-VAB624Z12FT1HRUPUOAW/unsplash-image-5SsFQ6oNbX4.jpg Product + Business Strategy - “82% of consumers make purchase decisions with purpose in mind… …yet many brands struggle to put purpose into practice” 2021 Brand Purpose Study | Vice Media Group https://www.joshnard.com/design daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1608066266418-CHQC49XZZNQKNA7TGGP4/20140228_Trade-151_0046.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5efc589d-4695-4f43-9365-10f4eafe0694/United_MAP_Mobile_4AppS1.jpg Product, Systems & Service Design Screenshots of a mobile airline booking app showing seat selection, seat upgrade, and fare details. The first screen displays a seat map for flight from ORD to FLL with selected seats. The second and third screens show seat upgrade options and fare details for a customer. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a1b72fc5-2f15-46d5-9cd6-47f728f45145/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.020.jpg Product, Systems & Service Design Diagram showing the process flow of disservice selection on a mobile app, including steps like selecting a category, incident type, and labeling the incident, with arrows indicating progression through screens. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/775dde0d-2cb5-4000-bf4b-3b4f731cbeaf/Nuv_Trellis_Tokens+Tier+2.png Product, Systems & Service Design Screenshot of a software interface displaying variables and their color palette for light and dark modes, including surface, border, text, icon, shadow, status, and tertiary categories with associated color codes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/04e136ec-bfc7-43a6-8f8b-4ad3863498ee/United+UAL+MAP+Design+3D.png Product, Systems & Service Design Mobile screens showing flight details; one shows a delayed flight from Mexico City to Buenos Aires at 2:42 pm, with notifications and seat map options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/06274350-57b3-4b3e-936e-e58acb0acacd/Ethos-1b.jpg Product, Systems & Service Design A computer screen displaying a website with a large heading that reads 'PAGE DESIGN GUIDE' and a navigation menu with options such as Home, Hub, Product, Campaign/Misc, Flow Chapters, Articles/Deep Dives, Legal, Bio, Tools/Calculators, Forms, and Custom Builder. The site has a call to action to click and jump to a section and contains various sections of text about page solutions, marketing pages, and design strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1dc947fe-1bc2-4c00-910e-e70c5125506b/Amway_IAFlowStructure_4threview_Page_35.jpg Product, Systems & Service Design A webpage is displayed on a laptop with a focus on a skincare product called Artistry Signature Select Skin Brightening Serum Mask, with a botanical illustration beside it. The webpage belongs to Amway, featuring navigation links and promotional banners. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product, Systems & Service Design Three smartphones displaying a flight check-in app with seating maps, payment details, and flight options on a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cf2e8a5c-9993-4083-be1c-1e289b0bdea7/ACN_AISalesSite_VisualDesign_V2_.002.jpeg Product, Systems & Service Design Screenshots of a modern tech business website with sections about transforming business, data-driven AI solutions, and customer engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/034416a5-77c1-4f96-b427-ffdb8a658bb6/ACN_VisualGuidelines__Page_71.jpg Product, Systems & Service Design Multiple pages of a magazine or brochure featuring articles and images about digital transformation, change, and human potential, with prominent purple, black, and white color themes and photos of people and abstract graphics. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c8f95d39-f77e-4999-bacb-1e285a06b1aa/Vanguard_Dash1_Full+Crop1.jpg Product, Systems & Service Design Screenshot of Vanguard financial management dashboard displaying user information, client statistics, portfolio overview, and various financial charts and data points. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c9ed6cb-8ab8-45f8-9f5d-93f28b6781d3/Vanguard_C1_1.jpg Product, Systems & Service Design Comparison of employee participation rates in auto-enrolled plans at 92% versus voluntary plans at 61%. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/52651c34-6558-48d0-b67a-9dfc0a4edac9/nuv_datepicker.webp Product, Systems & Service Design Screenshot of a digital calendar interface showing January 2024, with a highlighted date of the 7th. The calendar includes options for selecting month and year, and navigation arrows for changing months. On the left, there are date selection buttons, some in gray and one in dark blue. The right section displays a full calendar for the month of January 2024, with the 7th marked in dark blue. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product, Systems & Service Design Flowchart diagram illustrating a process workflow for a project involving CAT equipment, including search, configuration, approval, ordering, and delivery stages, with associated tasks, decisions, and user interactions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/481938f4-a039-4d59-8b6d-3da56cfd356d/TIAA_EssentialsComposition.jpg Product, Systems & Service Design A person with braided hair wearing a green shirt sitting at a wooden table with arms crossed, surrounded by various digital screens displaying content related to TIAA, including websites, social media, emails, webinars, articles, tools, and a YouTube series. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782096-AGIR33UQWB1L19WIMNQH/Slide2.jpeg Product, Systems & Service Design A diagram explaining modular design with sections for atoms, molecules, organisms, templates, and pages, including labels and example components like buttons and wireframes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781392-7PKEEV2XOGV0PMJK8BGG/DRG_1.8_v1F_031615_Page_065.jpg Product, Systems & Service Design Diagram comparing button styles with labels for tertiary buttons, including variations with two or three break points, hover states, and icons for support, store locator, and billing settings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/030f433e-9242-420d-a6e7-da54f6053033/Vanguard_DeviceView.png Product, Systems & Service Design Multiple digital devices display financial and research websites, with the main focus on a computer monitor showing a webpage with a motivational quote about 2020 and planning, alongside other screens showing graphs, charts, and financial data. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/810f6ad6-19c1-4a70-924d-a38b6656dbfa/HA_Bespoke_AR_31.jpg Product, Systems & Service Design A digital presentation slide titled 'Summary of creative ideas' featuring six steps for customizing a fridge with images and annotations. Step 1: Re-envision your space with precision; Step 2: Get curated color recommendations; Step 3: See panel color from day to night; Step 4: Create a new canvas for your fridge with Room Editor; Step 5: Bring to life features with a magic window; Step 6: Share your design process through shareable gifs. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d159ebeb-6267-49f8-a9aa-03767e02b3b4/SoG_Thumb1.jpg Product, Systems & Service Design Samsung webpage advertising the 'Summer of Galaxy' event with images of multiple Galaxy smartphones, a smartwatch, and earbuds on a gradient background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7c395c4-86b3-498e-8940-a0a8c2e9cbaa/United_ITMC2_Mobile_4App_iPh6_P1.jpg Product, Systems & Service Design Four smartphones displaying a transportation incident resolution app, showing incident report details, resolution options, customer confirmation, and thank you message. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781360-CKL7RLA8W6UEFERCC9AV/DRG_1.8_v1F_031615_Page_043.jpg Product, Systems & Service Design A screenshot of a digital data presentation showing pricing treatments for different types of funds, with descriptions of colors, pixels, and text elements, including a small inset image of a smartphone showing a billing summary. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/baca71c2-3331-4a32-b4f1-6a066e69cfde/ACN_VisualGuidelines__Page_24.jpg Product, Systems & Service Design A color palette chart showing percentages for use of different colors in communication branding. The chart has two sections: 'Moments of impact' with core purples at 50%, and 'Everyday use' with neutrals at 45% and core purples at 35%, with color bars below representing secondary colors. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/744a716c-475c-446c-8cc6-0e0e86d3ecda/United_JetDesk01.jpg Product, Systems & Service Design An airline flight management dashboard showing flight UA2116 from ORD to TPA, with details about gate B23, departure time 10:30 pm, arrival at 1:30 am, and flight duration 1 hour 57 minutes. It displays four checked-in passengers named Cecilia Sullivan with their seat numbers, baggage count, and check-in status, along with options to manage flights and travel documents. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1684979893306-2U91CVRTWVCJ91S8FEXU/ACN_AISalesSite_VisualDesign_V2_.008.jpg Product, Systems & Service Design A webpage with a vibrant purple and blue background featuring a person with glasses, and white text that reads 'Make AI everyone's business'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product, Systems & Service Design Flowchart diagram showing the process of a construction equipment sales order, including steps such as searching for equipment, configuring, sending to sales rep, receiving configuration, meeting, approving order, review, and delivery, with illustrations of computers, documents, and people. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f9341ceb-2f7b-452f-8eca-1a7f38ad1e6e/ACN_AISalesSite_VisualDesign_V2_.009.jpeg Product, Systems & Service Design A digital presentation slide with a purple and blue color scheme, featuring text, graphs, and a diagram about data and AI-driven business transformation. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/543c7f2e-2ef7-4201-ab29-1f75389f894b/HA_Bespoke_AR_26.jpeg Product, Systems & Service Design Smartphone screen displaying the BESPOKE AR app for customizing kitchen cabinets, with options to place, choose colors, and see design details. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4a26c010-a29c-4035-92ba-408ffda14564/HA_Bespoke_AR_35.jpeg Product, Systems & Service Design Presentation slide showing three smartphone screens demonstrating AR design tools for home, including kitchen appliances, bathroom fixtures, and a fireplace with art, with accompanying descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Product, Systems & Service Design A chart showing responder attitudes toward vehicle service, indicating 91% are responsible for vehicle maintenance, with responses on knowledge, notifications, and service routines. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673684-QK60UHPS0GQR0SORW5C8/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.014.jpeg Product, Systems & Service Design A series of four mobile app screens showing the process of resolving customer issues with United Airlines. The first screen shows a login page for 'CSR Customer Resolution' with fields for last name, flight number and PNR. The second screen lists customers by name and PNR. The third screen shows flight details including itinerary, times, and airports. The fourth screen displays passenger information, flight details, and options for categorizing the issue. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Product, Systems & Service Design Infographic showing sources of information about in-vehicle tech features, including YouTube videos, car manuals, manufacturer websites, staff at dealerships, asking friends or family, call centers, and other sources, with percentage data and categories such as purchased, leased, place to place, car person, and years 2020 to 2023. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781960-IB92ZUMLQ0X5L9ZKEED2/Slide14.jpeg Product, Systems & Service Design Guide to checkout process on mobile website, showing cart page, non-cart page, and checkout button with recommendation to remove checkout on all pages except cart page. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ec6aa769-3d38-4ced-9b66-e2865966e4be/United_AeroPlat%5C_lobby-check-in-desktop-856804.png Product, Systems & Service Design Screenshot of an airline check-in web page showing passenger details and flight information, including multiple flight listings, statuses, and options for upgrades and flight choices. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Product, Systems & Service Design A detailed infographic showing responses from vehicle buyers and responders about their experience with vehicle purchase and readiness. Includes bar charts, percentage figures, and descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683413652133-IKZ1Q73834TAO7KTU1YY/Stellantis_Mobile.png Product, Systems & Service Design Series of five smartphones displaying Jeep advertisements and social media posts promoting the 2023 Jeep Wrangler, featuring images of blue Jeep Wrangler vehicles in rugged outdoor settings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f7f00902-a98e-4a3c-81ac-75a9b6b765a7/SoG_Thumb2.jpg Product, Systems & Service Design Two screenshots of a Samsung website promoting gaming and Twitch. The first screenshot shows a person holding a Samsung Galaxy phone with a game on the screen, and text that reads "Level up your game with Galaxy." The second screenshot shows a similar webpage with the same promotional message and a Twitch logo. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90e11b34-b49c-4e9d-8b3f-5c092b57bcd6/United_JetDesk02.jpg Product, Systems & Service Design An airplane seat map showing available seats in Economy Plus and United Economy, with some seats reserved or occupied, and a legend explaining seat symbols and availability. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product, Systems & Service Design Three smartphones displaying airline flight booking screens and seating charts with a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/01281eb6-b73c-4e22-b7b5-786f14b6b6ef/Ethos-3.jpg Product, Systems & Service Design A collage of website pages from TIAA, focused on retirement planning and investment services, featuring text, images of people, and navigation menus. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product, Systems & Service Design A design document with instructions for creating task icons for a user interface, including measurements and examples of icon styles, and a sample shopping cart interface showing pricing details and payment options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Product, Systems & Service Design A section of a webpage titled 'Design principles' with six icons representing different principles: Radical Simplicity, Pattern Consistency, Limited Palette, White Space, Selective Grid, and Focus, followed by descriptions of each principle. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Product, Systems & Service Design Multiple smartphone screens displaying a flight booking and seat selection app interface with seat maps, passenger information, and upgrade options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2beb277a-20a9-4642-8e1a-113673d23241/Amway_IAFlowStructure_4threview_Page_26.jpg Product, Systems & Service Design Screenshot of a website promoting nutritional supplements and health products, featuring images of people swimming in a lake, a smiling woman with colorful hair, and various product displays. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/313f5396-d186-4367-9901-0d7d06eb6a17/HA_Bespoke_AR_25.jpeg Product, Systems & Service Design Presentation slide showing four mobile phone screens demonstrating features of a customizable refrigerator design app. The screens depict options for placing, customizing, sharing, and viewing the refrigerator's design details. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781341-WTXESHDREWYZBCIBVJSD/DRG_1.8_v1F_031615_Page_030.jpg Product, Systems & Service Design A color palette chart showcasing various shades of magenta, grey, green, red, and black with their RGB and hex codes, and descriptions for usage and customization. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/01281eb6-b73c-4e22-b7b5-786f14b6b6ef/Ethos-3.jpg Product, Systems & Service Design A collage of multiple web pages from TIAA, a financial services company, highlighting retirement planning, investments, and real estate topics. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672635-LKXO0XHE7DZ5P0TOEJEL/PodiumLite_Mockup2C_BoardingLookingOut.jpg Product, Systems & Service Design Interior view of an airport check-in area with seating and digital screens displaying flight information, passengers, and signage indicating group boarding and standing-by group statuses. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/79cfee2c-2f63-4f3f-b7d8-0bca8682965f/LifetimeIncome-2.jpeg Product, Systems & Service Design A person holds a smartphone displaying a webpage with text about annuities and an illustration of a tree with green leaves and yellow fruits. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782261-8QLM2B7ZYEV9RMI48R43/Slide38.jpeg Product, Systems & Service Design Screenshot of a billing statement from T-Mobile, featuring a congratulatory message for successful processing, payment details, recommendation for maintaining consistency, and a note about show more being an outlier. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dd0ef14b-3823-4ca3-b25f-81cb4c576484/ACN_VisualGuidelines__Page_33.jpg Product, Systems & Service Design A page from a design guide showing colorful, blurred gradient artworks in three tonal ranges: light, medium, and dark. The images demonstrate color variations, with larger dark and medium samples and smaller light samples labeled on the right. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product, Systems & Service Design Three happy people smiling for a selfie in front of a whiteboard with sticky notes and diagrams related to a Gates CSR ideation workshop. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/51e37627-0d39-4ca1-89a5-0ae707e8cc7c/Amway_IAFlowStructure_4threview_Page_27.jpg Product, Systems & Service Design A webpage layout for Amway's vitamins and supplements category, showing product images, promotional banners, and sections on how supplements help and why phytonutrients. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672611-L465TBRWLA355EPXNWTZ/PodiumLite_Mockup2C_WalkUp.jpg Product, Systems & Service Design People standing near a flight information display at an airport terminal, with departure details visible on the screen. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782209-F9ECWXA2FT81E7ZHTQQF/Slide9.jpeg Product, Systems & Service Design Screenshot of a mobile checkout page with login fields on the left and a guest checkout option on the right, including instructions and a button labeled 'Continue as Guest'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781399-BHXLKREEP0IL437EAX8I/DRG_1.8_v1F_031615_Page_041.jpg Product, Systems & Service Design A digital illustration of confirmation pages, comparing a template with a sample receipt. The template includes sections for message, order number, details, overview, next steps, help options, and action taken. The sample receipt displays a T-Mobile logo, a congratulatory message, order ID, email, ordered items like an iPhone 6 and Earbuds, total payment, date, and payment details. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673610-HWK046X8II5Y3FD9FLVK/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.008.jpeg Product, Systems & Service Design Screenshots of a mobile app interface showing Bluetooth printer connection process, with steps for selecting Bluetooth devices, discovering devices, and pairing a selected device. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cea56121-3805-4fab-bcbb-b1fd4b728645/NUV_Trellis_buttons1.jpeg Product, Systems & Service Design A webpage displaying a Trellis Design System for buttons, with sections for variants, color options, states, and icons, all showing different button styles and colors. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3b5ae815-fc5c-43f3-8fbf-bdcf24fd599a/Leonardo_PaletteSteppingAnalysis4.png Product, Systems & Service Design Screenshot of a color palette editing software showing a color wheel and graphs of color parameters, with labels for color scales on the left side. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1e070bb9-b300-4baa-9717-b0d675516dd1/TIAA_EssentialsComposition.jpg Product, Systems & Service Design A promotional image for TIAA, showing a woman sitting at a wooden table with a wooden chair, with various digital devices and informational content about retirement and financial planning around her. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a92b2b28-18fb-4997-a8c6-eff06427a514/Vangurd_UXConcept4.jpg Product, Systems & Service Design Infographic with sections on HR hero, employee withdrawal statistics, flexible retirement options, advice on retirement planning, and tips for employees and employers, with images of smiling adults and professionals. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8a380280-ed91-419e-84d0-a3f86672239c/Vangurd_UXConcept2.jpg Product, Systems & Service Design A presentation slide about boosting employee savings, featuring charts and images. 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“Over 70% of leaders struggle to design projects that increase customer loyalty and achieve results due to service factors” Gartner’s Creating a High-Impact Customer Experience Strategy https://www.joshnard.com/privacy-policy daily 0.75 2024-12-29 https://www.joshnard.com/roundtables daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608113-76CG3P8Z1A09275N8A27/unsplash-image-XUg8-SF5URA.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608140-ZWFAGATBUSX29KOKI0Q6/unsplash-image-52p1K0d0euM.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608146-2R6T0TDRVLR1YBKQGUUE/unsplash-image-mHusyBu4bxM.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0f8fd286-26c7-45f2-9159-4574aac85505/Prodcon2025Chicago.jpeg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7e13dee1-0e35-4c90-98ab-bf09f2a47431/UXDays_UIUC2025.jpeg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/208749b9-27b8-48d7-af47-5ef69f9c620a/CXOps_Eventbrite_Trending+Projections_Mar2024.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/29ea2276-7ea8-4b9f-9bec-a4b7201a03ef/MSU_CXM_JoshNard_Event.png Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ba76c543-a388-40ca-b8fe-763e18d5be56/CX_LeadershipHearthside.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6008a100-122c-4e13-ba86-8c66e0a36660/IxDA_DesigningforAI.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e25a2b95-9d27-480c-a45b-9feed8db513e/CXRoundtable_CXIdentityCrisis.jpeg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/85d1d628-4f35-49e8-acef-c53655a4a6c8/CX_ForumSpeaker2023.jpg Leadership Roundtables https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607970-SSJ3WMIGRTNDBMD9ZDKL/DLF_CX_District_Roundtable-Oct2021+copy.004.jpeg Leadership Roundtables Diagram titled "How we evaluate CX success" displaying a CX ecosystem with elements such as Current Barriers, VoC Research, Serviced Design, Employee Ethos, Measurement, Prioritization, Resources, Future State, and Obsession/Maturity, surrounded by a dotted circle with the labels CX and CX Maturity at the top and bottom. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608009-GQFFEO708YBA5P65ZZ6U/DLF_CX_District_Roundtable-Oct2021+copy.005.jpeg Leadership Roundtables Slide titled "Prior Recap" with subheading "Wellness impacts CX Ethos" on a dark background and detailed text about wellness, teamwork, remote work, empathy, methodologies, customer feedback, and hiring processes in white and bold font. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607985-GQOD8ZHHHHST67A4KBOG/DLF_CX_District_Roundtable-Oct2021+copy.010.jpeg Leadership Roundtables Slide with a dark gray background on the left with the word 'Today' in pink, and on the right side, a list of four questions related to organizational change and learning strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607999-TPP9YIFV0N5ZP57IG1I7/DLF_CX_District_Roundtable-Oct2021+copy.009.jpeg Leadership Roundtables A dual-page spread with the left page titled "Leading with Humanity" in large pink text on a black background, and the right page containing body text discussing culture, wellness, and relationships by Esther Perel. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608025-8MZEJ2K69T4E9RF538G5/DLF_CX_District_Roundtable-Oct2021+copy.006.jpeg Leadership Roundtables A digital infographic showing a progression from surviving to thriving in wellness, listing eight categories: Physical, Emotional, Psychological, Social, Occupational, Spacial, Financial, Spiritual. It includes pink highlights with acronyms: Customer Obsess, Customer Commitment, Customer Engaged, Customer Visible, Customer Naive, and associated employee actions such as responsiveness, empowerment, engagement, listening, and record-keeping. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608035-P993L1SS3199S9Y0RB2H/DLF_CX_District_Roundtable-Oct2021+copy.007.jpeg Leadership Roundtables Quote on a dark background reading, 'Certainty is the enemy of change.' by Esther Perel, with her title and credentials listed below. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608047-KLFZQH911QNYLULNYSPC/DLF_CX_District_Roundtable-Oct2021+copy.008.jpeg Leadership Roundtables A quote about the importance of insisting and understanding NPVs before starting a project, with references to McKinsey's article and author Safi Bahcall, displayed on a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608058-BX5NPHN00AWU1D56THWP/DLF_CX_District_Roundtable-Oct2021+copy.012.jpeg Leadership Roundtables Slide from a presentation titled "Certainty is the enemy of change" discussing how prevalent this is within organizations and how to innovate when stakeholders are risk averse. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608069-IAZUKFG6058UO3Y86Q1Q/DLF_CX_District_Roundtable-Oct2021+copy.013.jpeg Leadership Roundtables Slide from a presentation titled 'How might we reframe confidence into a learning/research strategy? ... and how might this support CX efforts?' https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594608081-RX1N94APLW7ZKWPMUGLA/DLF_CX_District_Roundtable-Oct2021+copy.014.jpeg Leadership Roundtables Slide from presentation with dark background, large white text: "How might we use brand loyalty as a consumer credit card in test and learn improvements?" and smaller text: "TOPIC #3". https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1704322441139-PAIN8VN7ML4TF3V1QSPQ/DESIGNbyLeadership_Logo1x.png Leadership Roundtables - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1e1ab889-de50-4909-9d2b-f16459f52c78/Coursera_%24200off.jpg Leadership Roundtables - 1: Sign-up for Coursera - monthly or yearly. Monthly programs are at $39.99. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8fa7a1c3-ff13-438f-8c0c-40a3b176d691/UIUC_Coursera_Strategic-Leadership-and-Management-Specialization.jpg Leadership Roundtables - 2: Strategic Leadership and Management Specialization Enroll and begin learning Leadership and Business Skills. Apply practical strategies to becoming a more effective team leader. Coures can also be applied toward an iMSM and iMBA if interested. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607936-STG152DN0KZDAEZSHQ2M/Online+Zoom+Meeting+02 Leadership Roundtables - 3: Join our Leadership Training Cohort Upon joining a series of inexpensive coursera leadership courses, join others for a diversity of sharing experiences in persuit of greater leadership. This is a set of cohort meetings in parallel with the training to discuss our collective growth. We respect the diversity and inclusion with no agenda other than the lessons learned. Sign-up below! https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/648c9f51-d38c-4e50-bc8f-6240e3e9024c/CXRoundtables_wht1x.png Leadership Roundtables - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607936-STG152DN0KZDAEZSHQ2M/Online+Zoom+Meeting+02 Leadership Roundtables - CX Ops Online Community Where ever you may work, your education, your diversity of thought is championed here. What ever has or has not worked well for you, we come together to learn and grow. We respect that expertise diversity allows us to be educated in a greater truth. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594607950-3A7CUTKZGDZNPTHKASAM/CX-Poll-March-1.jpg Leadership Roundtables - Real-time Community Trends During our community meet-ups, we sometimes will use confidential online tools to poll the attendees on topical matters being discussed. In this meeting we learned that their organizational structure was the most significant impact to their CX initiatives. https://www.joshnard.com/analysis daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781392-7PKEEV2XOGV0PMJK8BGG/DRG_1.8_v1F_031615_Page_065.jpg Marketing & eCommerce A detailed guide for designing tertiary buttons with various styles, including two, three, and break point buttons. The image includes visual examples of different button styles labeled 'Continue,' 'Checkout,' and icons for support, store locator, and billing settings, with measurements and layout specifications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Marketing & eCommerce A CX Persona Readiness Evaluation chart with categories, questions, change checklist, and gaps sections, accompanied by some images of women and a person lifting weights. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Marketing & eCommerce Flowchart illustrating the Caterpillar customer relationship management life cycle, including steps such as follow-up customer pricing meeting, real-time quote changes, conveying discounts, final discount approval, and sales follow-up, with illustrations of people at desks and computers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Marketing & eCommerce A table outlining a customer experience (CX) pivotal moment barrier, creating a receipt for MVP, with sections on problem, perception, behavioral hypothesis, opportunities, and communication tactics. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Marketing & eCommerce Infographic showing survey results about attitudes toward vehicle service responsibility. 91% of respondents take responsibility for vehicle maintenance. Chart data shows percentages who follow maintenance schedules, are knowledgeable about vehicle repairs, respond to notifications, and rely on others for vehicle service reminders. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Marketing & eCommerce Detailed analysis chart titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP,' divided into sections: Problem, Perception, Behavioral Hypothesis, Opportunities, Communication Tactics, Customer, and Support, including bullet points and explanations. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Marketing & eCommerce Flowchart titled 'Wheelchair Modernization Research Analysis Decision Tree Flow Diagram 2017.06.19' detailing steps for airport wheelchair assistance, including registration, security, terminal, flight, and arrival processes, with decision points about security, baggage, and assistance needs. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fed7d5cd-0250-41f7-83ae-e8249aea33de/HA_Bespoke_AR_9.jpeg Marketing & eCommerce Statistics about consumer preferences for visual content and augmented reality, showing high percentages of importance placed on visual content for purchasing decisions, with data on photography interests, conversion rates for 360-degree views, and AR content effectiveness. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Marketing & eCommerce Chart showing sources of information about in-vehicle tech features, including YouTube videos, car manuals, manufacturer websites, dealership staff, friends, call centers, and others, with percentages and data on how respondents learn about tech features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6e5ffea6-be7b-4116-902f-f08bf4af93a7/Samsung_Mobile_6AppStack1.jpg Marketing & eCommerce Multiple Samsung smartphones displaying various app screens, including fitness, shopping, and promotional content, arranged on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Marketing & eCommerce Chart showing responses from vehicle buyers and responders. It indicates 84% got the vehicle they originally wanted, while 16% did not. The responses include reasons for not getting the vehicle, feelings about the time to be ready, and whether responders went home with the vehicle the same day. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f857b145-4936-4eed-a0ce-7e8350346432/Amway_IAFlowStructure_4threview_Page_24.jpg Marketing & eCommerce Computer screens displaying Amway website with images of outdoor activities, a woman wearing a helmet, and a person sitting by a river. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Marketing & eCommerce A detailed infographic titled 'Dreaming & Considering' outlining the phases, moments, actions, channels, narrative, emotional state, opportunities, experience, destination, group type, spend bracket, user defined preference, and wallet in a consumer decision process for resort booking. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Marketing & eCommerce A presentation slide titled 'Holiday Getaway Plan' at the top, with various sections including a cartoon of a person at an airport and a beach scene, and two detailed charts titled 'CX Expectations & Behaviors' and 'Unmet Needs to Fix' with sticky notes in different colors, accompanied by text discussing customer experience, communication, and post-trip feedback. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2beb277a-20a9-4642-8e1a-113673d23241/Amway_IAFlowStructure_4threview_Page_26.jpg Marketing & eCommerce Screenshot of an amway nutritional website homepage showing an active lifestyle theme, with sections for vitamins, supplements, energy drinks, and customer testimonials. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Marketing & eCommerce A screenshot of an instruction sheet for using buttons and links as task icons in a user interface, with dimensions and label annotations, and a partial view of a shopping checkout page showing product details, pricing, and navigation buttons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Marketing & eCommerce A presentation slide titled 'Pivotal Moment Map Framework' by Stellantis, detailing the future ownership experience grounded in quant/qual research. The slide lists key components including narrative, pivotal moments, use cases, experience pillars, and statistical data, with a visual graph illustrating these elements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Marketing & eCommerce A detailed infographic illustrating the Caterpillar customer relationship management life cycle process, with various illustrations of people working on computers in different stages of customer engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90e11b34-b49c-4e9d-8b3f-5c092b57bcd6/United_JetDesk02.jpg Marketing & eCommerce Airplane seat map showing available and reserved seats in economy class, with seats marked in blue, yellow, and purple, and icons indicating seating options and features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b85d83df-137a-43cc-a384-bd7a27b8fedc/Amway_IAFlowStructure_4threview_Page_29.jpg Marketing & eCommerce Collage featuring the Nutrilite brand story, product images, customer testimonials, and various health supplements on a website interface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Marketing & eCommerce A page from a presentation or report titled 'Pivotal Moment Customer Mindset' with sections on triggers & emotions, routines to influence, and reward, including subpoints about stress relief, social media influence, confidence, and trust. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Marketing & eCommerce A detailed infographic about customer journey mapping, including sections on understanding and acquiring customer feedback, stakeholder interviews, survey feedback, and identification of moments that matter. It features diagrams, flowcharts, and text explaining various concepts like voice of customer, empathy, pivotal moments, key CX expectations, behavioral influence, decision outcomes, channel touchpoints, current brand attitude, unmet needs, and customer experience ecosystem. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d7142a9f-7c9b-4fe3-8894-a80f97e3185c/Amway_IAFlowStructure_4threview_ContentAudit_Page_07.jpg Marketing & eCommerce A detailed content audit chart titled 'Summary: Standouts' with various categories such as Nutrition Resources, Beauty Resources, Personal Care Resources, Home Resources, Brand Pages, Amway Connections, Product Details, and others. The chart uses colored circles to represent ratings, with yellow, green, and red indicating different levels of effectiveness or performance. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/52df1b56-03e9-45c1-8a49-78abef7348ce/Amway_IAFlowStructure_4threview_ContentAudit_Page_32.jpg Marketing & eCommerce A webpage titled 'Product Details' containing text about product descriptions, images of skincare or cosmetic products, ingredients, resource links, and icons indicating certifications and features. The page includes sections on brand & tone, narrative & storytelling, formats & packaging, channels & distribution, and overall product assessment. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Marketing & eCommerce A chart showing gap analysis of home assets, with importance order on the y-axis and asset types on the x-axis. It compares Amway's current state versus competitors' state across various asset categories, including product video, description, recipes, supporting products, UGC, reviews, brand pages, and lifestyle pages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Marketing & eCommerce A business meeting or workshop in a modern conference room with people seated around a large table, a presenter standing near a whiteboard filled with notes, and a projector screen displaying 'Design Workshop'. The room has large windows, office chairs, laptops, notebooks, and coffee cups. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Marketing & eCommerce A detailed infographic outlining each stage of the customer journey for Sunwing, including segments such as dreaming, considering, booking, preparing, experiencing, after glow, and dreaming elevated. It features illustrations and text for each phase, along with metrics, narratives, and additional information. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Marketing & eCommerce ACX Persona Readiness Evaluation chart with sections on persona heuristic, change checklist, gaps, and related criteria, accompanied by partial images of people and a woman lifting weights. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Marketing & eCommerce A detailed table titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' containing sections on Problem, Perception, Behavioral Hypotheses, Opportunities, Communication Tactics, Customer, and Support, with information relevant to customer experience and business processes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/85f427cb-6626-4cfa-b343-ce1bb91c5d65/Amway_IAFlowStructure_4threview_ContentAudit_Page_31.jpg Marketing & eCommerce A digital screenshot of a webpage titled 'Amway Connections,' featuring various article previews, images of food, a person working in a field, a dog with a man, and close-up of a woman's eyes being made up. The page discusses branding, storytelling, and packaging, with colorful icons and a world map infographic about vitamin D deficiency. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a668d78c-57ef-4c1d-9abd-41e7f3229844/Samsung_Mobile_6AppStack-SoG.jpg Marketing & eCommerce Multiple smartphones displaying various webpages related to summer activities, music, Galaxy membership, and food delivery, arranged in a scattered manner on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e1f0b06-4137-4a8b-9d40-49d12f204fb9/Samsung_VirutalStore_MessyMiddle_Lite.png Marketing & eCommerce Diagram illustrating the process of creating personalized augmented reality content, segmented into phases from trigger awareness to plan and acquire, with sections labeled PLAY, AUGMENT, and INSPIRE, and including quotes about personal growth and decision-making. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cc020200-7b4e-4645-8f70-929622d58a26/Amway_IAFlowStructure_4threview_ContentAudit_Page_10.jpg Marketing & eCommerce A digital collage showing two product review pages for beauty products: the first for a cloud paint cheek color with swatches and descriptions, and the second for a tinted lip balm with detailed product information. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614135-MKAXAFJDXKS3IPNKNDVZ/Samsung.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f7f00902-a98e-4a3c-81ac-75a9b6b765a7/SoG_Thumb2.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d159ebeb-6267-49f8-a9aa-03767e02b3b4/SoG_Thumb1.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614047-5RK77XFRXAJMJXWWKF1P/Stellantis.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2af1c5a7-d821-4e37-a885-db52377e6ecb/Stellantis_Mobile.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d98a04dd-4057-41c2-a0dd-2f5cebf71ce7/Sunwing_PivitalMoment_ExampleFlow.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b23900a3-7f98-4bb3-8a63-a87321c519cf/Sunwing_CustomerJourney_Macro_Fin_SM_Cropped.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594622184-PE666XCXJ1G7D0D9MOM3/unsplash-image-GFrBMipOd_E.jpg Marketing & eCommerce - “65% of customer respondents would become loyal to a brand if they provided positive product experiences throughout the journey.” Forbes / Arm Treasure Data https://www.joshnard.com/home daily 1.0 2026-06-17 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594721-HGMCKP73EZSVCJBLNII2/CAT+Booklet_Storyboard_11x16-072015_Page_04.jpg Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672820-2CQHMUJZ3GRZK9O82JL2/IMG_3854.jpg Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674713-RC6CC2UZ6WK6VQM365R9/Gate+Journey+Metrics+Baseline-Cropped1.png Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681764538629-642I4LWJ7VEDWUO764PY/unsplash-image-qwtCeJ5cLYs.jpg Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674349-2Y42OL6UGHGE8TI16SI2/United_AO_DM_CSR_Customer+Resolution+V4N_Page_69.jpg Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6008a100-122c-4e13-ba86-8c66e0a36660/IxDA_DesigningforAI.jpg Home 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/10f79f8b-9601-4470-a27d-ebf547312fd8/SCADseal.jpeg Home https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a1b72fc5-2f15-46d5-9cd6-47f728f45145/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.020.jpg Home Series of screenshots of a mobile app interface showing a process flow for disservice selection, including categories like airport handling, baggage, seats, technology, and vendor service, with steps involving highlighting categories, selecting incident types, and labeling incidents, and instructions at the bottom related to airport operations and departure management. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634130-OR3S7TZNCX2RTXXJOTX6/Samsung.png Home Samsung Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/04e136ec-bfc7-43a6-8f8b-4ad3863498ee/United+UAL+MAP+Design+3D.png Home A screenshot of a flight booking app on a smartphone showing flight details from Mexico City to Argentina, with options for notifications, flight lists, and seat map. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634086-MVVS9543OPJ2CSIIHC5F/Marriott+Itnl.png Home Marriott Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/bb5f12b2-c66e-4435-a206-48908d75588d/Samsung_Snap_Note20_1.jpg Home A promotional webpage for the Samsung Galaxy Note20 5G and Note20 Ultra 5G smartphones, featuring a rose gold phone with a stylus pen, and icons for Galaxy Z Fold2 5G, Galaxy Buds Live, Galaxy Watch3, and Galaxy Tab S7/S7+. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634100-0XVVJCUYEKZPMW23MDVS/T-Mobile.png Home T-Mobile https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Home Three smartphones displaying airline boarding passes, payment details, and flight information on a purple background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a0d5f2ce-adcc-48d5-b0a6-cba83a87b15b/Vanguard.png Home Vanguard Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1dc947fe-1bc2-4c00-910e-e70c5125506b/Amway_IAFlowStructure_4threview_Page_35.jpg Home A computer screen displaying a webpage for Amway with a featured product of a skin brightening serum mask, featuring an image of the product jar, a sprig of lavender, and some powder on a white surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634076-3X7XUV5GMNCVOCH1ABSY/United+Airlines.png Home United Airlines Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5efc589d-4695-4f43-9365-10f4eafe0694/United_MAP_Mobile_4AppS1.jpg Home Four smartphone screens showing a flight seat booking and upgrade app. The first shows a seat map and booking details for passenger Cecilia Sullivan. The second shows options for seat upgrade with fees. The third displays a customer service reason for upgrade and fee summary. The fourth confirms seat assignment with an updated seat map. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634092-HNT8I3YJWL3TPZNA3S2D/Stellantis.png Home Stellantis Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634114-B7TCZOXP80YWKFE70EA5/McDonalds.png Home McDonald's Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/034416a5-77c1-4f96-b427-ffdb8a658bb6/ACN_VisualGuidelines__Page_71.jpg Home A visual display of multiple magazine or brochure pages with various headlines and images. Prominent colors are purple, black, and white. Headlines include phrases like 'Fueling digital transformation,' 'Let there be change,' and 'Change comes in many forms.' There is an image of a smiling man with a beard and a woman in a red hat in one of the pages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634135-B7HL9VEXKMU8O1M9CU5V/Prudential.png Home Prudential https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/32853b53-f3ad-4116-874f-24912869f022/Samsung_Snap_Note20_2.jpg Home Samsung Galaxy Note20 5G smartphones in black, green, and pink colors with a stylus, displayed on a webpage pre-ordering the device. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614103-AFQWTX8UES69KPGFXAVQ/Caterpillar.png Home Caterpillar Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781392-7PKEEV2XOGV0PMJK8BGG/DRG_1.8_v1F_031615_Page_065.jpg Home A technical document discussing the use of tertiary buttons in user interface design, featuring examples of buttons labeled 'Continue' and 'Checkout,' along with icon and layout specifications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd00bdeb-02fd-4ae2-bc1a-ba2387755a07/CVS+Health.png Home CVS Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2b22843e-5442-4426-bc7c-9b0e14311414/Samsung_Summer+of+Galaxy+-+Highlights_D1.jpg Home A webpage promoting summer activities for Samsung Galaxy owners, featuring images of smartphones, streaming services, and a concert, with a sunset beach background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634130-OR3S7TZNCX2RTXXJOTX6/Samsung.png Home Samsung Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6e5ffea6-be7b-4116-902f-f08bf4af93a7/Samsung_Mobile_6AppStack1.jpg Home Multiple smartphones displaying various app screens, including fitness tracking, product showcase, benefits, how-to guides, and a summer-themed promotion, arranged on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614122-J0PFFIAJUPWV3E2B0Z41/ADP.png Home ADP Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c8f95d39-f77e-4999-bacb-1e285a06b1aa/Vanguard_Dash1_Full+Crop1.jpg Home Screenshot of a Vanguard financial services account dashboard showing account manager details, client statistics, portfolio overview, and various graphs and charts related to investments and savings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634139-46DLNDSOCEDB1WB4O7JE/Dow.png Home Dow Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c9ed6cb-8ab8-45f8-9f5d-93f28b6781d3/Vanguard_C1_1.jpg Home Comparison of participation rates in planning versus voluntary plans among employees, with 92% in plans and 61% in voluntary plans. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634105-VCL1G0RYECNQHJBGDKU7/Amway.png Home Amway Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Home A presentation slide with the title 'Journey Stage Quantitative Summary' and text discussing customer experience, resources, purchase pillars, definitions, and emotional triggers, with blue and white design elements and the Stellantis logo. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634176-7RV9B26ZB41CIJQRSF41/ExxonMobil.png Home ExxonMobil Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Home Flowchart illustrating a project process involving a customer named James, configuration steps, approvals, and order processing with software and team interactions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634168-UEPP65PNP78SOMG9OPW5/Travelers+Insurance.png Home Travelers Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7f36db22-8cc0-4a35-88a0-bad9dc94f629/ADP_Wisely_6App.jpg Home Several smartphones displaying different pages of the Wisely app, a financial service app, against a dark abstract background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634156-Q861SYVPG4T4CFCLRCLB/Merck.png Home Merck Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634160-0TBBFKTM812FKG6AVK88/Centerpoint.png Home CenterPoint Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Home Chart titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, and Communication Tactics for customer experience and support, including details on product value, customer behavior, and communication strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634179-UCVOPXFPAKEYVPGNEPJM/Gerdau.png Home Gerdau Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cf2e8a5c-9993-4083-be1c-1e289b0bdea7/ACN_AISalesSite_VisualDesign_V2_.002.jpeg Home A collection of multiple website design templates focused on AI and business solutions with headings, colorful graphics, and placeholders for text, arranged in a grid. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634142-3TA31Y4PZ89EPZBFTD31/Firestone.png Home Firestone Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781325-N31P89BRB38RJKRBPHEH/DRG_1.8_v1F_031615_Page_012.jpg Home A presentation slide illustrating architecture principles with icons representing various concepts such as devices, screens, interaction, and layers, accompanied by descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90b08373-8e2d-46cc-865e-f87052051b36/Sunwing_logo.png Home Northeastern Logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/810f6ad6-19c1-4a70-924d-a38b6656dbfa/HA_Bespoke_AR_31.jpg Home A presentation slide titled 'Summary of creative ideas' showing six smartphone screens demonstrating a design app for customizing refrigerator panels, including features like repositioning panels, curated color recommendations, day-to-night color changes, creating a new canvas, highlighting unique features, and sharing design GIFs. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614112-KO59WZS024CALVN0DCMU/Northeastern.png Home A person standing on a beach near the water, with the ocean and a cloudy sky in the background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d159ebeb-6267-49f8-a9aa-03767e02b3b4/SoG_Thumb1.jpg Home Samsung promotional webpage for summer of Galaxy, featuring smartphones, a smartwatch, and wireless earbuds on a colorful background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781360-CKL7RLA8W6UEFERCC9AV/DRG_1.8_v1F_031615_Page_043.jpg Home Screenshot of a pricing page for treatment funds, showing amounts required and available funds in pink and gray boxes, with a small inset of a mobile phone receipt. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Home Business meeting or workshop in a conference room with attendees sitting around a large table, a presentation screen on the wall, and a detailed project planning whiteboard filled with orange sticky notes and markers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Home Flowchart diagram illustrating a process with computers, arrows, and profile pictures, showing steps from search, configure, send to sales rep, review, approve, and order fulfillment, including decision points, reviews, and notifications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7c395c4-86b3-498e-8940-a0a8c2e9cbaa/United_ITMC2_Mobile_4App_iPh6_P1.jpg Home Screenshots of a mobile app interface for incident reporting and customer service follow-up, displaying incident details, resolution steps, and confirmation messages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8f9d082e-e07e-4813-876b-4906734ef2d7/United_MAP_Annotation_01.png Home A mobile phone screen showing an airline flight information app with various sections including departure details, passenger count, and closeout actions, with annotations indicating font styles and colors. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Home A detailed infographic showing the Caterpillar customer relationship management life cycle storyboarding process, with illustrations of people working on computers and participating in meetings, depicting different stages of customer engagement and decision-making. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Home A detailed chart discussing creating a customer experience (CX) pivotal moment barrier, covering problem, perception, behavioral hypothesis, opportunities, and communication tactics with sections on customer support and insight. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f9341ceb-2f7b-452f-8eca-1a7f38ad1e6e/ACN_AISalesSite_VisualDesign_V2_.009.jpeg Home A webpage discussing data-driven AI solutions, featuring a main headline, a descriptive paragraph, and a colorful infographic roadmap with purple nodes. There is a smaller inset image of a line graph with the title 'Be Agile Against the Competition' and additional slides visible on a sidebar. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Home Flowchart diagram illustrating the research and decision process for United Airlines wheel chair modernization, with stages for registration, lobby, terminal, IRROPS, flight, and arrival, including questions and actions for passengers and staff. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/543c7f2e-2ef7-4201-ab29-1f75389f894b/HA_Bespoke_AR_26.jpeg Home A mobile device screen displaying an augmented reality app for designing a kitchen, focusing on color choices for a refrigerator within a room with white shelving and decor. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/744a716c-475c-446c-8cc6-0e0e86d3ecda/United_JetDesk01.jpg Home Screenshot of a flight management dashboard showing flight UA2116 from ORD to TPA, gate B23, on-time status, scheduled departure at 1:30 am, with details of passenger Cecilia Sullivan's checked-in status and seat assignments. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4a26c010-a29c-4035-92ba-408ffda14564/HA_Bespoke_AR_35.jpeg Home Page from a presentation about Samsung's AR and design tools, showing three smartphone screens demonstrating kitchen appliances, closet organization, and frame TV customization. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fed7d5cd-0250-41f7-83ae-e8249aea33de/HA_Bespoke_AR_9.jpeg Home Statistic infographic with the title 'Seeing is believing' and large yellow percentages: 93%, 78%, 30%, 94%. Descriptions about consumer preferences, product visualization with photography, and higher conversion rates with AR content. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Home Data visualization showing responses about attitudes toward vehicle service and maintenance. A pie chart indicates 91% of respondents are responsible for vehicle maintenance, with small percentages for someone else or shared responsibility. A bar chart details various perceptions of responsibility and behavior related to vehicle maintenance, such as following maintenance schedules, vehicle knowledge, notifications, and reliance on others. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673684-QK60UHPS0GQR0SORW5C8/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.014.jpeg Home A sequence of four screenshots from a mobile app showing the process of resolving a customer's flight issue with United Airlines. The first screen is the search page with fields for last name, flight number, date, and a PNR code. The second screen is the customer selection list, highlighting the name Tham Jourdanetherdes. The third screen shows flight segment details with departure and arrival times, airports, and flight numbers. The fourth screen displays the flight details with passenger name, flight number, route, and options for categorizing the issue. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Home Graph showing sources of information about in-vehicle tech features, including YouTube videos, car manuals, websites, staff at dealerships, family, call centers, and others, with percentages across data categories. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781960-IB92ZUMLQ0X5L9ZKEED2/Slide14.jpeg Home Screenshot of a presentation slide advising to remove the checkout button from all pages except the cart page, explaining checkout as a common pattern for online shopping customers to start payment. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Home Chart showing responses from vehicle buyers. 84% got the vehicle they wanted, 16% did not. Some drove off the lot and returned later. Visual of responses with percentages displayed in bar charts. Title indicates it relates to responses of responders who played an active role in buying a vehicle in last two years. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683413652133-IKZ1Q73834TAO7KTU1YY/Stellantis_Mobile.png Home Series of five mobile phone screens showing Jeep advertising content, including a blue Jeep vehicle, promotional messages, and a desert off-road scene with a Jeep parked on rocks. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Home A detailed infographic illustrating Caterpillar's customer relationship management lifecycle storyboarding process, including steps like unified dialog with customers, leveraging power of CAT, lead to opportunity, initial buy/lease/rent options, seamless conversation, and customer spotlight with text, icons, and illustrations of professionals. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ec6aa769-3d38-4ced-9b66-e2865966e4be/United_AeroPlat%5C_lobby-check-in-desktop-856804.png Home Online check-in screen for a flight with booking reference BE3E6Z, showing passenger details, flight itinerary, and options for seat, baggage, and upgrades. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90e11b34-b49c-4e9d-8b3f-5c092b57bcd6/United_JetDesk02.jpg Home Flight seat map showing available and reserved seats in different classes with options for changing, swapping, or unsetting seats. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6db0f3c7-ce01-4753-b1dc-36dc524ef08c/Ethos-4b.jpg Home Collage of multiple financial and retirement planning website pages, including articles on social security, investment options, and retirement readiness. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Home A section of a user interface design guideline explaining the use of buttons and links as task icons. It includes measurements for layout precision, examples of different types of break points, and a mock-up of an online shopping checkout page showing product details, prices, and action buttons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Home Slide from a presentation showing a framework called Pivotal Moment Map Framework. It discusses future ownership experience grounded with quant/qual research, including components like narrative, pivotal moments, use cases, experience pillars, and analysis, with related diagrams. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Home Multiple smartphones showing airline seat selection and check-in app interfaces with seat maps, passenger details, and upgrade options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Home A detailed infographic or presentation slide deck with multiple sections and color-coded headers, including content in a structured layout, possibly related to a business or technical topic. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f7f00902-a98e-4a3c-81ac-75a9b6b765a7/SoG_Thumb2.jpg Home A person holding a smartphone in landscape mode, playing a colorful multiplayer game on a couch with blurred background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Home A detailed chart titled 'Dreaming & Considering' illustrating various phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and other factors related to travel planning and resort selection. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/01281eb6-b73c-4e22-b7b5-786f14b6b6ef/Ethos-3.jpg Home A collage of multiple web pages related to retirement planning, investing, real estate, and financial advice, with various images of people and icons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Home A page from a presentation or book titled "Pivotal Moment Success," focusing on customer mindset, with sections on triggers & emotions, routines to influence, and reward, including points on alleviating stress, connecting with others, exploring, searching online, trust, social media, and recommendations for influencing decisions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2beb277a-20a9-4642-8e1a-113673d23241/Amway_IAFlowStructure_4threview_Page_26.jpg Home A screenshot of a website homepage promoting nutritional supplements and health products, featuring a large header image of people swimming in a lake, with various sections displaying product recommendations, testimonials, and information about the brand Amway. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/06274350-57b3-4b3e-936e-e58acb0acacd/Ethos-1b.jpg Home Screenshot of a webpage titled 'Page Design Guide' with a navigation menu on the right including sections like Home, Hub, Product, Campaign/Misc, Flow Chapters, Articles/Deep Dives, and more. The webpage features various sections with descriptions and links about webpage design, content, and tools. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Home A presentation slide about customer journey mapping, showing sections on understanding customer sentiments, stakeholder interviews, and feedback analysis, with accompanying diagrams and text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Home Three smartphones displaying an airline's seat map, boarding pass, and payment screens, with a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Home A detailed infographic outlining the customer journey and pivotal moments for Sunwing, including stages like dreaming, considering, booking, preparing, experiencing, and afterglow sharing, with segments on emotions, behaviors, metrics, and key about COVID-19. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/313f5396-d186-4367-9901-0d7d06eb6a17/HA_Bespoke_AR_25.jpeg Home A presentation slide showing the features of a customizable refrigerator application. It includes four smartphone screens displaying color selection, built-in look, feature benefits, and shareability options, with labels for each feature. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Home Flowchart of United Airlines wheel chair modernization process, including airport registration, security, terminal procedures, flight, and arrival steps. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a668d78c-57ef-4c1d-9abd-41e7f3229844/Samsung_Mobile_6AppStack-SoG.jpg Home Multiple mobile phones displaying various advertisements and information related to Galaxy products, music, events, and memberships on a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781341-WTXESHDREWYZBCIBVJSD/DRG_1.8_v1F_031615_Page_030.jpg Home A color palette chart showing various shades including magenta, dark magenta, green, red, shades of gray, and black, with their corresponding RGB and HEX color codes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Home A detailed table with headings including CX Pivotal Moment Barrier, Create a Receipt, and MVP, covering problem, perception, behavioral hypothesis, opportunities, and communication tactics for customer experience improvement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3320e241-becc-44b1-aeb5-f6d156013f10/Ethos-2.jpg Home Multiple smartphones displaying a website about retirement planning, annuities, and financial security. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672635-LKXO0XHE7DZ5P0TOEJEL/PodiumLite_Mockup2C_BoardingLookingOut.jpg Home Inside an airport terminal, a woman in a green sweater standing in front of a stand-by and boarding area with seating, digital flight information displays, and other travelers awaiting their flights. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/aaa144fd-b2a9-4da9-9b88-56a65ff50a7a/United_MAP_Annotation_02.png Home A mobile interface for the seat map dropdown menu, showing seats numbered 1 to 3 with various icons, and instructional text in pink explaining the functionality of seat selection, dropdown menu styling, and CTA buttons, all within a smartphone screen display. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Home A detailed poster titled 'CX Persona Readiness Evaluation' includes a checklist with categories and criteria for evaluating personas, such as authenticity, narrative, goals, and communication, along with checklist boxes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782261-8QLM2B7ZYEV9RMI48R43/Slide38.jpeg Home Screenshot of a mobile phone bill with a congratulatory message indicating successful processing, along with account details, payment information, and a recommendation note about consistency. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7b0f6145-cfbd-48d0-98af-8d38f28abd3b/Ethos-5b.jpg Home A digital financial presentation slide with sections on savings, investment topic, and success stories. It shows a graph of your savings, total balance of $205,862.51 as of 04/08/2024, and a 12.1% return rate. There are images of diverse women, a TIAA advertisement, and various financial topics and options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Home Graph showing gap analysis of home assets by importance. The chart compares Amway's current state with competitors for product video, description, recipes, supporting product, UGC, reviews, brand pages, and lifestyle pages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/51e37627-0d39-4ca1-89a5-0ae707e8cc7c/Amway_IAFlowStructure_4threview_Page_27.jpg Home Digital webpage screenshot showing vitamins and supplements, best sellers, and health-related images, with a focus on nutrition and wellness. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672611-L465TBRWLA355EPXNWTZ/PodiumLite_Mockup2C_WalkUp.jpg Home People standing at an airport check-in area with flight information screens and baggage carousel. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782209-F9ECWXA2FT81E7ZHTQQF/Slide9.jpeg Home Mobile app checkout page showing login form and guest checkout option with instructions to change the button to 'Continue as Guest'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781399-BHXLKREEP0IL437EAX8I/DRG_1.8_v1F_031615_Page_041.jpg Home Screenshot of a confirmation page showing order details, payment method with a Visa logo, and an order summary for an online purchase. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673610-HWK046X8II5Y3FD9FLVK/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.008.jpeg Home Sequence of screenshots demonstrating how to connect a Bluetooth printer on a mobile app, including selecting Bluetooth, discovering devices, and pairing a device. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7acff742-4854-4417-b52d-22216f09a4cf/United_MAP_Annotation_03.png Home Screenshot of a mobile flight booking app displaying flight details, tabs, and instructions for UI elements like buttons, icons, and layout annotations. 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a0d5f2ce-adcc-48d5-b0a6-cba83a87b15b/Vanguard.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90b08373-8e2d-46cc-865e-f87052051b36/Sunwing_logo.png https://www.joshnard.com/research daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594777925-CMDPV7CR6VRN9I2URK1D/ux-indonesia-ywwuOBJy60c-unsplash.jpg Product Research & VoC https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594777928-VKLLSQWZNF4QO0LHQRGY/kaleidico-3V8xo5Gbusk-unsplash.jpg Product Research & VoC https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/04e136ec-bfc7-43a6-8f8b-4ad3863498ee/United+UAL+MAP+Design+3D.png Product Research & VoC Smartphone displaying a flight booking app with details of a flight from Mexico City to Argentina, showing departure and arrival times, flight status, and flight options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594532603-QS8QDZ7X4U3R7BGB20PJ/Slide17.jpg Product Research & VoC A financial planning worksheet with columns titled 'Real User Sorting' and 'Stakeholder Sorting.' It includes lists of goals, solutions, and actions related to financial goals, healthcare costs, family support, and retirement planning, with highlighted categories such as 'Goals/Solutions for life,' 'Financial Solutions,' and 'Advice.' An affinity matrix with numbered goals shows focus areas for personal financial adjustments. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Product Research & VoC Multiple slides from a presentation titled 'Journey Stage Quantitative Summary,' discussing customer experience and purchase research pillars, with sections on resources, purchase definitions, and emotional triggers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Product Research & VoC Chart showing responses about attitudes toward vehicle service responsibilities, with most respondents indicating they are responsible for vehicle maintenance and most follow recommended maintenance schedules. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Product Research & VoC Chart showing sources of information about in-vehicle tech features, comparing the percentage of respondents who use YouTube videos, car manuals, dealer staff, friends or family, customer care, and other sources, with data categorized by purchase type, lease, and car person, and year of manufacture. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fed7d5cd-0250-41f7-83ae-e8249aea33de/HA_Bespoke_AR_9.jpeg Product Research & VoC Statistics about visual content, photography, and augmented reality, showing percentages of consumer preferences and product engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Product Research & VoC Chart displaying responses of vehicle buyers regarding their purchase satisfaction, including whether they achieved the vehicle they wanted, if they went home with the same vehicle on the same day, and their feelings about the time it took for their vehicle to be ready, with logos of responses and percentages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Research & VoC United Airlines Wheelchair Modernization Research Analysis Decision Tree Flow Diagram, June 19, 2017 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673684-QK60UHPS0GQR0SORW5C8/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.014.jpeg Product Research & VoC Sequence of four mobile app screens for United Airlines customer resolution process. First screen shows a search form with fields for last name, flight number, date, and PNR with a search button. Second screen displays a list of customers with names and status indicators, highlighting a customer. Third screen shows flight details including departure and arrival times and airports, with options to select flight segments. Fourth screen displays flight and passenger details, including time, airports, and customer information, with options to categorize incidents. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Product Research & VoC A detailed infographic depicting the Caterpillar customer relationship management life cycle, including stages like follow-up customer pricing meeting, final complete presentation, last call, final decision, win/loss, finalizing discount, real-time availability check, pricing approval, coupon changes, and sales closure follow-up, with illustrations of people at various stages of business communication and decision-making. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Product Research & VoC A business meeting or workshop taking place in a modern conference room with large windows. Several participants are seated around a large table with laptops, papers, and coffee cups. One person is standing near a wall covered with sticky notes and organized charts. A large screen on the wall displays a presentation titled 'Design Workshop.' https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Product Research & VoC A detailed infographic titled 'Caterpillar Customer Relationship Management Life Cycle Storyboard' illustrating steps in the CRM process. It includes illustrations of professionals in meetings, working on computers, and engaging in discussions, with numbered sections and explanations about customer engagement, opportunity assessment, and sales strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781960-IB92ZUMLQ0X5L9ZKEED2/Slide14.jpeg Product Research & VoC A presentation slide explaining the checkout process for online shopping, showing a cart page, a non-cart page with a list of data passes, and a non-cart page with a checkout button. Includes a recommendation to remove checkout on all pages except the cart page. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product Research & VoC A design guide page showing instructions for creating task icons with dimensions and styles, including examples of icons for print, email, download, and product information, with a screenshot of a shopping cart interface on the right. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594532416-34UVGBCM8FNJCCUM0P9Q/Slide15.jpg Product Research & VoC Diagram titled "High-level Participant-Centric Agreement" with five categories: What I need to start, Awareness of needs, Strategies meeting goals, Monitor & Adjust, and support me. Each category contains a list of bullet points related to financial planning, research, strategies, account management, and support, with icons of people representing each category. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Product Research & VoC A presentation slide titled 'Pivotal Moment Map Framework' by Stellantis. The slide outlines a future ownership experience grounded in quantitative and qualitative research. It includes bullet points describing narrative empathy journeys, defined pivotal moments, alternative use case strategies, experience pillar need states, and statistical research. On the right side, there are six annotated sections with corresponding small preview images, labeled from 1 to 6, detailing analyses and definitions related to ownership experiences. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Product Research & VoC A detailed chart titled 'Dreaming & Considering,' divided into phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, destinations, group types, spend brackets, user preferences, and wallets, with various colored icons and text descriptions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Product Research & VoC A detailed timeline or flow chart with multiple rows and columns, including a header in orange, and sections with light blue and beige backgrounds, containing text, icons, and diagrams. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Research & VoC A CX Persona Readiness Evaluation chart with categories and checklists, alongside a partially visible image of a woman lifting weights in a gym. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Product Research & VoC A presentation slide titled "Pivotal Moment Success" with focus on customer mindset. It includes sections on triggers and emotions, routines to influence, reward, KPIs, understanding, and gaining confidence, with various prompts and explanations related to stress relief, online searching, trust circles, social media, and strategies for influencing decisions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Product Research & VoC Multiple smartphones displaying airline booking and seat selection screens with flight details, seat maps, and upgrade options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594532682-GYNR3SGXE5JX2M9VV01A/Slide07.jpg Product Research & VoC A statistical summary infographic showing research categories with percentages. On Products and Insurance, less than 8% of participants label a category; on Solutions, 78%; on Research, 42-50%; on Retirement, 16%; on Life Change/Stage, 19%; on Tools, less than 5%. The infographic is from Leveraging Opportunities. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Research & VoC Flow diagram titled 'WHEEL CHAIR MODERNIZATION: RESEARCH ANALYSIS: DECISION TREE FLOW DIAGRAM 2017.06.19' detailing airport procedures from registration to arrival, including sections for lobby, terminal, IRROPS, flight, and arrival, with decision points and actions related to security, baggage, and boarding. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2beb277a-20a9-4642-8e1a-113673d23241/Amway_IAFlowStructure_4threview_Page_26.jpg Product Research & VoC Image of a webpage promoting health supplements and wellness products, featuring sections on active lifestyle, natural formulas, customer reviews, bestsellers, and product displays. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Product Research & VoC Slides from a presentation titled 'Holiday Getaway Plan' and 'Pivotal Moments' discussing customer communication, expectations, and feedback metrics for a travel company, including illustrations of an airline, beach scene, and travelers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Product Research & VoC A presentation slide titled 'Migrating sentiments into the journey' showing a partially visible map of customer sentiment analysis, with sections labeled 'When', 'Why', 'Where', and 'What if', and a detailed infographic on customer experience mapping with various color-coded notes and diagrams. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782261-8QLM2B7ZYEV9RMI48R43/Slide38.jpeg Product Research & VoC Screenshot of a phone bill display with a 'Congrats' message indicating the order was successfully processed and recommendations for maintaining billing pattern consistency. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product Research & VoC Smartphone screens showing plane seating chart, payment details, and flight options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Research & VoC A detailed assessment chart titled 'CX Persona Readiness Evaluation' with sections on persona heuristics, change checklists, gaps, and evaluation criteria, accompanied by a partial view of a woman lifting weights in a gym. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Product Research & VoC A detailed infographic titled 'Customer Journey & Pivotal Moments' by Sunwing, illustrating the stages and segments of customer experience from dreaming to afterglow sharing, including various phases such as dreaming, considering, booking, preparing, experiencing, and post-travel, with visual icons and text explaining key moments and metrics. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Product Research & VoC A chart illustrating gap analysis for home assets with current and competitor states marked, displaying order of importance from top to bottom. It includes categories like product video, description, recipes, supporting products, UGC, product reviews, brand pages, and lifestyle pages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product Research & VoC Three people smiling for a selfie at a workshop with sticky notes on a whiteboard behind them. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594532440-NSXIULS181LBS0SXSH1P/Slide05.jpg Product Research & VoC A research document titled "Discovery IA Research" discussing card sort research, including methodology, importance, and outcomes, with the Leveraging Opportunities logo at the bottom right. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/60a5b07b-2812-425e-a990-7feca9553e9c/APlaceForMom_Logo.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6a25f202-4dd1-40cf-96f1-37e4e3199fc9/APFM+Persona+102419_Page_32.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/35091953-e3a1-4012-94f3-dc3f2d4045ed/APFM+Persona+102419_Thumb.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614146-5BQ2J7KIL7YGN2AQO4T7/Prudential.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594531731-GAZNXEV0VL41LP5IJF3T/PRU002+Digital+Experience+Personas+v2.0_notes_JN_Page_10.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594532238-INEGJVSEDXSNMAJ16090/PRU002+Digital+Experience+Personas+v2.0_notes_JN_Page_07.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634117-UDHAC9LAB9UB97LUXSD0/Caterpillar.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634150-0UZ2KLMG57D38072ELB5/Duke+Energy.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551255-TMFB4TDS962FA28I4T90/AXA_DukeEnergy_Non-Res_IA_Slide17.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551223-7XFRE2MTWCDLJOQH8DFI/AXA_DukeEnergy_Non-Res_IA_Slide24.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634139-46DLNDSOCEDB1WB4O7JE/Dow.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594488761-VTXNXOAB2ND9374O8IPV/Slide32.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594488862-1I7N3IA2LC3K5CA3D8OH/Slide39.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594777899-MKD3WCGQQWDXXDOX0V6A/unsplash-image-q3o_8MteFM0.jpg Product Research & VoC - “86% of consumers would leave a brand after as few as two poor experiences.” Emplifi https://www.joshnard.com/contact daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0f8fd286-26c7-45f2-9159-4574aac85505/Prodcon2025Chicago.jpeg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7e13dee1-0e35-4c90-98ab-bf09f2a47431/UXDays_UIUC2025.jpeg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/208749b9-27b8-48d7-af47-5ef69f9c620a/CXOps_Eventbrite_Trending+Projections_Mar2024.jpg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/29ea2276-7ea8-4b9f-9bec-a4b7201a03ef/MSU_CXM_JoshNard_Event.png Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ba76c543-a388-40ca-b8fe-763e18d5be56/CX_LeadershipHearthside.jpg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6008a100-122c-4e13-ba86-8c66e0a36660/IxDA_DesigningforAI.jpg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e25a2b95-9d27-480c-a45b-9feed8db513e/CXRoundtable_CXIdentityCrisis.jpeg Contact https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/85d1d628-4f35-49e8-acef-c53655a4a6c8/CX_ForumSpeaker2023.jpg Contact https://www.joshnard.com/manage daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/12b6dca8-ef37-4827-99dc-91eaa50ed563/United_ATW_UX_Forecast_Planning_20180511.jpg Product Management + Ops United Airlines work track forecasting https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683391483599-MJOLHIL1NA08DI5P1F8Z/PWA_Sprint%25252BPlan%25252BSketch%25252B1.jpg Product Management + Ops A diagram illustrating a keyboard layout with labels for key combinations and deviations, showing the arrangement of alphabetic and numeric keys, with a vertical red line marked 'H' crossing the 'H' key. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5efc589d-4695-4f43-9365-10f4eafe0694/United_MAP_Mobile_4AppS1.jpg Product Management + Ops Four smartphone screens showing airline seat booking and upgrade options, seat map, fee details, and boarding information. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/49933fc4-dd9d-436d-97d5-80298f0533b5/Mobile+Agent+PAX+Customer+Phase+II+Planning+20180322.jpg Product Management + Ops United Airlines work track forecasting https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683391443780-74UTWWSRAW2PSRV3VCEL/PWA_Sprint%2BPlan%2BSketch%2B2.jpg Product Management + Ops Diagram illustrating connections between pairs of letters and numbers with a red dotted line pointing from 'JK' to 'H'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product Management + Ops A detailed spreadsheet or worksheet outlining the CX Pivotal Moment Barrier and strategy, including sections on problem, perception, behavioral hypothesis, opportunities, communication tactics, customer, and support. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/36d06e8c-e839-4d4a-abae-4058062d1194/Mobile+Agent+PAX+Customer+Phase+II+Planning+20171009.jpg Product Management + Ops United Airlines work track forecasting https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product Management + Ops Chart titled "CX Pivotal Moment Barrier: Create a Receipt | MVP" overviewing customer experience barriers, perceptions, behavioral hypotheses, opportunities, and communication tactics across sections labeled "Customer" and "Support." https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/deb4a1c3-44e1-433b-9cca-7dc6abccd0d9/Mobile+Agent+PAX+Customer+Phase+II+Planning+20171117.jpg Product Management + Ops United Airlines work track forecasting https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Product Management + Ops Screenshot of a presentation slide titled 'Journey Stage Quantitative Summary' from Stellantis. The slide discusses the customer experience, emphasizing anticipation and anxiety, with references to purchase stages and experience pillars such as empowerment. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782096-AGIR33UQWB1L19WIMNQH/Slide2.jpeg Product Management + Ops Diagram illustrating modular web design elements with categories: UI Element, DRG, Pattern, Wireframe, and Design, each with examples like buttons, labels, entry fields, and visual design pages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product Management + Ops Flowchart illustrating a process for configuring and ordering a CAT machine online, including steps like search, configure, send to sales rep, review, approve, place order, and track delivery. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product Management + Ops A detailed flowchart illustrating a product ordering process including steps such as search, configure, send to sales report, receive configuration, meet with sales dealer, finalize order, review, approve, and re-stock, with annotations and user interactions on computer screens. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Product Management + Ops A detailed infographic depicting the Cat Customer Relationship Management Life Cycle Storyboard, illustrating steps such as unified dialogue with customers, determining buy, lease, or rent options, leveraging the power of CAT, lead generation, driving behavior change, and seamless conversation, with various illustrations of people engaged in different stages of the process. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Product Management + Ops A detailed infographic illustrating the Caterpillar Customer Relationship Management Life Cycle, including steps from customer meetings to final decisions, with corresponding illustrations of people in meetings, working on computers, and making phone calls. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Product Management + Ops A presentation slide titled "PIVOTAL MOMENT SUCCESS" about shaping customer mindset, with sections on triggers and emotions, routines to influence, and rewards. It features icons of a palm tree, hammock, and a chat bubble. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Management + Ops Flow chart titled 'Wheel Chair Modernization Research Analysis Decision Tree' outlining the process for airport assistance, security, baggage, and boarding steps at an airport. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Product Management + Ops A graph showing survey responses about waiting for a vehicle after purchase, including responses on if respondents got the vehicle they wanted, if they went home the same day, and their feelings about the vehicle being ready, with percentages and color-coded categories. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673684-QK60UHPS0GQR0SORW5C8/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.014.jpeg Product Management + Ops Screenshots of a mobile app interface for United Airlines' customer resolution process, showing steps for searching by PNR, selecting a customer, choosing a flight segment, and categorizing a service incident. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673610-HWK046X8II5Y3FD9FLVK/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.008.jpeg Product Management + Ops Screenshots of a smartphone app showing printer Bluetooth settings and pairing process using Zebra printers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Product Management + Ops Research data comparing sources used for learning about in-vehicle technology features, including online videos, manuals, and dealership staff, with statistics on how far respondents go for information based on their car's purchase type. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Product Management + Ops A detailed chart titled 'Dreaming & Considering' displaying phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and preferences related to planning a trip or vacation. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Product Management + Ops Business meeting or workshop in a conference room with multiple attendees seated around a large table, a presenter standing near a whiteboard filled with notes and diagrams, large windows with city views, and a projector displaying a presentation on the wall. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product Management + Ops A website layout demonstrating buttons and task icons used in user interface design. The image includes annotations and measurements for elements like edit, remove, duplicate icons, payment details summary, a smartphone image, product information, and checkout options, with guidance on spacing and alignment. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Product Management + Ops A detailed infographic or poster with multiple sections, tables, and text, possibly related to a presentation or data analysis, with a header or timeline in yellow at the top. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Product Management + Ops A presentation slide titled 'Pivotal Moments: If the customer does… Then we communicate...' discussing customer communication strategies, with various diagrams, charts, and text outlining customer experience, expectations, barriers, and communication gaps. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Product Management + Ops Diagram showing the process of migrating customer sentiments into a journey map, with sections labeled WHO, WHEN, WHERE, and WHAT, including details and steps related to customer experience and feedback analysis. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Product Management + Ops A detailed worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, and Communication Tactics, including notes on customer experience and support strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Management + Ops A CX Persona Readiness Evaluation chart with sections on persona heuristic, change checklist, gaps, and criteria for evaluating customer experience personas. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Management + Ops A CX Persona Readiness Evaluation sheet with categories and checklists, discussing persona heuristics, change checklists, gaps, and criteria for evaluating persona data and design decisions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Management + Ops Flowchart titled "Wheel Chair Modernization: Research Analysis: Decision Tree Flow Diagram 2017.06.19" for United Airlines showing steps for passenger check-in, security, boarding, and baggage handling in an airport. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672705-7CXYX6EJBUJG6RNMV1YE/United_CLE_innovation4.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7b7eddf-33e9-49cd-9efc-94a279a8a15d/Amwa_AmCartOutofInventory_CXBlueprint_Thumb.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b23900a3-7f98-4bb3-8a63-a87321c519cf/Sunwing_CustomerJourney_Macro_Fin_SM_Cropped.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9ebd9929-63b4-4a02-b8d1-6f4b6ded116d/JoshNard_FjordWorkshopCrop.jpg Product Management + Ops - Make it stand out Team Product Discovery Workshop | 2015 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e5f4ad22-0805-4a01-b5df-429dd532a012/prioritization-CX Product Management + Ops - Prioritization should evolve with your CX maturity. Start with 2-3 evaluators and then expand. Consider customer goals and business impact first, then assess feasibility. Take into account short and long-term risks with ROI, similar to how risk is measured in WSJF. Being unable to make decisions or convincing the organization that change is unnecessary can be extremely harmful to a company. This is a major reason why historical successful brands have struggled with startups. ROI provides important information that executives, including the CFO, can easily understand and connect with, as they often need to link quarterly investments to long-term financial goals. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9bf1ad39-7511-476b-a6dc-11d959563dec/unsplash-image-JLzdifvctEE.jpg Product Management + Ops - “65% of respondents would become long-term customers if they can provide positive experiences throughout the customer journey.” Forbes / Arm Treasure Data https://www.joshnard.com/resume daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd55beff-917d-4fec-baed-4c7780e6b6fd/United_Aero_17_Upgrade_confirm.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/12ac2f21-5418-40d4-82be-81215be5aa89/United_MAP_GateHP_IMG_0258.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/863f185c-5784-48ef-a133-68a53e11191b/United_ItMC_Ph1_IMG_0195.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dabf6c5c-9bba-431a-adf3-0aaf74f8d103/United_InflightSales_V62E_Page_39.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6c8eb668-5319-4b24-86df-d661bac65be7/United_Insights_HPAirport.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/86f6f447-7264-4cc0-ac88-35e3ef86af98/United_TOMC_App_InFlightStatus.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b8464444-fe2a-40a8-a848-434d1f116cd6/United_Bag_App_AddBag.png Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f87f318b-c703-497c-8368-f8634781916c/United_WingtipsCMS_20-11Policychange.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f1ab8e0d-7ec7-40d8-80f2-eba155b70ed3/United_CurbsideApp_Screen9.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90caba4e-d164-44c6-88e0-359b29e1555b/United_WheelChair_Dashboard.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0d74db45-82d9-4f5b-823f-95edcaa6506e/MIT+Sloan+Logo.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/94503f9f-5249-4afe-b574-b7705b2df93b/Google+Generative+AI+Coursera+Certificate+7G4D5AY2YLYT.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d8b818b9-261e-43db-b43b-686a85bb7112/Google+Introduction+to+Large+Language+Models+Coursera+LPS9BH2PZ5C8.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e766e3bb-3e21-473c-b2fd-c8dbbc7bf4ca/GoogleCloud+Responsible+AI+Coursera+XZ6ZU7E9SZ3L.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/814b386f-d16d-4f9b-9adb-3c5658d26940/Coursera+Google+AI+Essentials+VQKO95JFH63D.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d0527a7c-7459-43d6-a1d7-0d4e5b79fe24/Coursera+Intro+Generative+AI+Learning+Path+XNHLH4PT4FMP.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/31547af5-5a1b-4e14-b3fe-8ef63559a1d4/Coursera+Responsible+AI+3LVEMU7VUTLE.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/10e80081-89b7-4d99-8fa6-b243c1cc41ca/Coursera+Generative+AI-+Prompt+Engineering+AYLGPPH30MS2.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cc2d5a6a-4638-4622-ba31-e35d1d5873a0/Coursera+Google+Prompting+Essentials+AT1IPII8OYNP.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a16f1eba-3d96-49e1-acd3-ecc8184a499d/Generative+AI+Applications+Coursera+2YJ8THTGYBTU.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7a9267ce-d79e-479e-977d-bf573e1e203e/Gen+AI+Project+Mgr+Coursera+3JX9AAA2Q09J.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/10f79f8b-9601-4470-a27d-ebf547312fd8/SCADseal.jpeg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/10f79f8b-9601-4470-a27d-ebf547312fd8/SCADseal.jpeg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ea64cae0-2b02-4bd9-9440-5e430268cf94/UIUC_StrategicLeadership_Mgmt_Coursera+4UKBPXL7ZBUL.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/72a951ee-ebc6-451a-b30f-201030e06c96/Joshua+Nard+-+2025-05-19.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/439380cb-e308-495f-87dc-8e986db13b1a/Project+Management+Specialization+Coursera+94X5AXETQ15P.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5faeadca-100f-4a0c-9fc6-4e7dc5c21314/LI+Badge+CX+Pro-II+4.2020.png Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6c353c28-d67f-436c-890f-fc42065cae7c/UIUC_Leadership_Business_Capstone_Coursera+5ZF43P2586VA.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4c5992ac-a57b-4ecf-b7a8-f97fba460290/UIUC_+Corporate+Strategy_Coursera+HMZ2X8WNRQAJ.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dc6922cf-4b3e-4e99-b61a-4404b93a5d31/UIUC_BusinessStrategy_Coursera+7359WNPMVJEN.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/78e7790d-2599-43e1-a100-ebad7b897063/UIUC+Managing+the+Organization+Coursera+UFJXRMM8A8QQ.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/51528c89-9feb-48af-9376-bb7302e9f3c7/UIUC+Geis+Leading+Team+Cultures+Coursera+RBEGEMVAXQL2.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e55e8726-3e37-4cee-9302-8531b5f397f6/Google+Project+Planning-+Putting+It+All+Together+Coursera+JHLMV65XQ5HK.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8a12f2ab-ea39-420f-b8d7-5086189b2496/Coursera+UIUC+Gies+Leading+Teams+Certificate+ZJZG3A7VSBNU.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/36f3c5e5-02e1-4d02-9742-650a6386e36c/Google+Project+Execution+Coursera+95BD8TQYPY9U.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ef53520a-8f5c-435c-acda-3d88c0df55db/UIUC+Geis+Leading+Team+Cultures+Coursera+RBEGEMVAXQL2.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9156a78d-0a44-4d65-ba6e-38e75c92cb43/LI+Badge+CX+Pro-I+2.2020.png Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b4df6f3d-bfc2-438c-9848-1becc881372e/Google+Project+Initiation+Coursera+Certification+UHHZ47GWNKE8.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/13fbe67e-2edd-4ef4-a979-30a5cc4e73b8/Agile+Project+Management+Coursera+5FVTZ9M66JJG.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c6231924-ce81-49b3-becf-37fa5f40386b/Coursera+Google+Project+Management+Foundations+T9DGYNG5BLGV.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/197d0efe-57a1-434f-a287-3db54fedf393/Six+Sigma+Principles+Coursera+Y7A2HSFH61I3.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/972c2258-c659-4884-8ec9-41863df248ff/IBM+GenAI+Fundamentals+Coursera+BGDR9RF5SL0N.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/832ec28c-3d36-480f-bbb8-3aa10f7e4099/IBM+Ethical+AI+Impacts+Coursera+N0JY713UXOD3.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6948c86f-1e53-496e-bfaf-fa0dcc7a77c2/IBM+AI+Biz+Transform+Coursera+HJJR2XU2QVL5.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c84bc48a-98e9-4085-8f0f-8da5aee74910/IBM+GenAI+Models+Coursera+MS5DEJHJCLFX.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b556500b-9fd0-4194-bb47-fd5e36d3aa09/IBM+GenAI+Prompt+Basics+Coursera+AYLGPPH30MS2.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/52d31d18-cc27-4bdf-94a6-16f40a9084f5/Vibe+Coding+Coursera+TOI2SJYV8QQZ.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1d777001-8afd-42a4-90ff-a4fbcaa9dc27/Google+Prompt+Work+Coursera+56Z4PPI3M7MZ.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594721-HGMCKP73EZSVCJBLNII2/CAT+Booklet_Storyboard_11x16-072015_Page_04.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672820-2CQHMUJZ3GRZK9O82JL2/IMG_3854.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674349-2Y42OL6UGHGE8TI16SI2/United_AO_DM_CSR_Customer+Resolution+V4N_Page_69.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674713-RC6CC2UZ6WK6VQM365R9/Gate+Journey+Metrics+Baseline-Cropped1.png Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681764538629-642I4LWJ7VEDWUO764PY/unsplash-image-qwtCeJ5cLYs.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/bd95330b-045c-4677-a828-c3315c8637db/Google+Prompt+Engineering+Coursera+9UK2R2XEQXC9.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b12c3a20-97b7-4bda-9c02-eb9e6d5609eb/Product+Management+Strategy+Coursera+99QIT8HQJV7Z.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634086-MVVS9543OPJ2CSIIHC5F/Marriott+Itnl.png Leadership Marriott International logo on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634100-0XVVJCUYEKZPMW23MDVS/T-Mobile.png Leadership The logo of T-Mobile with a magenta 'T' symbol and the word 'Mobile' in black. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a0d5f2ce-adcc-48d5-b0a6-cba83a87b15b/Vanguard.png Leadership Vanguard logo on a black background https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634076-3X7XUV5GMNCVOCH1ABSY/United+Airlines.png Leadership The United Airlines logo with the word "United" and a stylized globe icon. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634092-HNT8I3YJWL3TPZNA3S2D/Stellantis.png Leadership Stellantis logo with a dotted circular design around the letter A https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634114-B7TCZOXP80YWKFE70EA5/McDonalds.png Leadership McDonald's logo featuring a yellow 'M' on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614103-AFQWTX8UES69KPGFXAVQ/Caterpillar.png Leadership Caterpillar logo with a stylized C and a mountain icon inside the letter C. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd00bdeb-02fd-4ae2-bc1a-ba2387755a07/CVS+Health.png Leadership CVS Health logo with a heart symbol on the left, black background https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634130-OR3S7TZNCX2RTXXJOTX6/Samsung.png Leadership Samsung logo on a black background https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614122-J0PFFIAJUPWV3E2B0Z41/ADP.png Leadership ADP logo in white on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634135-B7HL9VEXKMU8O1M9CU5V/Prudential.png Leadership Prudential logo in black and white with a globe and eagle illustration. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634139-46DLNDSOCEDB1WB4O7JE/Dow.png Leadership The image is blank with a white background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634105-VCL1G0RYECNQHJBGDKU7/Amway.png Leadership Amway logo in white text on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634176-7RV9B26ZB41CIJQRSF41/ExxonMobil.png Leadership ExxonMobil logo with white text on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634168-UEPP65PNP78SOMG9OPW5/Travelers+Insurance.png Leadership TravelersJ logo with the word 'TRAVELERS' and a partial sun icon https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634156-Q861SYVPG4T4CFCLRCLB/Merck.png Leadership Merck logo with a stylized symbol made of white circles and the word 'MERCK' on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634160-0TBBFKTM812FKG6AVK88/Centerpoint.png Leadership CenterPoint Energy logo in black and white 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634117-UDHAC9LAB9UB97LUXSD0/Caterpillar.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634130-OR3S7TZNCX2RTXXJOTX6/Samsung.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90b08373-8e2d-46cc-865e-f87052051b36/Sunwing_logo.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634076-3X7XUV5GMNCVOCH1ABSY/United+Airlines.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634092-HNT8I3YJWL3TPZNA3S2D/Stellantis.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634086-MVVS9543OPJ2CSIIHC5F/Marriott+Itnl.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634125-YE7QXOF1QYT3WAYZD6Q9/ADP.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634121-XYD3F8V2O301MFJ3OMLP/Northeastern.png Pivotal Moments https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634086-MVVS9543OPJ2CSIIHC5F/Marriott+Itnl.png Pivotal Moments Marriott International logo with white text on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Pivotal Moments A large, detailed infographic chart or timeline with multiple rows, columns, and sections, featuring various colors such as orange, blue, and beige, appearing to display information or steps in a process over time. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Pivotal Moments A detailed infographic chart with multiple sections, including orange, blue, beige, and white areas, displaying various diagrams, text, and illustrations related to a scientific or technical topic. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634092-HNT8I3YJWL3TPZNA3S2D/Stellantis.png Pivotal Moments Stellantis logo with stylized text and dot pattern in black and white. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Pivotal Moments A detailed infographic on creating a customer experience (CX) pivotal moment barrier receipt, covering problem, perception, behavioral hypothesis, opportunities, communication tactics, support, and method of understanding. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Pivotal Moments A chart titled "CX Pivotal Moment Barrier: Create a Receipt | MVP" with sections covering Problem, Perception, Behavioral hypothesis, Opportunities, and Communication tactics, featuring detailed points under Customer and Support categories. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634076-3X7XUV5GMNCVOCH1ABSY/United+Airlines.png Pivotal Moments United Airlines logo with stylized globe icon. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Pivotal Moments Three smartphones displaying flight booking and payment apps, situated against a purple and green gradient background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Pivotal Moments Three smartphones displaying a flight booking app, seating chart, and payment details on a purple background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614103-AFQWTX8UES69KPGFXAVQ/Caterpillar.png Pivotal Moments Caterpillar logo in black and white with a stylized mountain peak incorporated into the letter 'A'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Pivotal Moments Illustrated flowchart depicting the Caterpillar customer relationship management process, including meetings, presentations, quotes, discount approvals, and decision making stages, with illustrations of people in office settings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Pivotal Moments Storyboard illustrating the Caterpillar customer relationship management process, including steps such as customer pricing meetings, quote updates, discount approvals, final presentations, call follow-ups, and decision making, with illustrations of people in professional settings using computers and phones. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/90b08373-8e2d-46cc-865e-f87052051b36/Sunwing_logo.png Pivotal Moments The Sunwing logo with a stylized sun above the word 'sunwing' in white lowercase letters on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Pivotal Moments Screenshots of a presentation slide detailing the journey stage quantitative summary, focusing on resource purchase, need state experience pillars, definitions, and emotional triggers, with blue and orange infographic elements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Pivotal Moments Screenshot of a presentation slide titled 'JOURNEY STAGE QUANTITATIVE SUMMARY' with sections discussing purchase experience pillars, resource allocation, definitions, and customer emotions, featuring text, progress bars, and icons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634121-XYD3F8V2O301MFJ3OMLP/Northeastern.png Pivotal Moments Northeastern University logo with a large N, the words "Lux Veritas Virtus" inside the N, and "Northeastern University" to the right. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7f36db22-8cc0-4a35-88a0-bad9dc94f629/ADP_Wisely_6App.jpg Pivotal Moments Multiple smartphones displaying various screens of the Wisely app, a financial service app with features like online shopping, money management, bill payments, and sign-up options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7f36db22-8cc0-4a35-88a0-bad9dc94f629/ADP_Wisely_6App.jpg Pivotal Moments Multiple smartphones displaying a financial app called Wisely, with screens showing options for shopping, saving, making money, paying bills, and protecting against fraud, set against a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634105-VCL1G0RYECNQHJBGDKU7/Amway.png Pivotal Moments The image is blank with a white background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Pivotal Moments A business meeting or workshop in a modern conference room with attendees seated around a large table, some using laptops, and a presenter standing near a large interactive whiteboard filled with sticky notes and diagrams. A projector displays a presentation on the wall. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Pivotal Moments A business meeting or workshop in a modern conference room with around 16 professionals seated at tables, some taking notes or using laptops. A presenter is standing near a whiteboard filled with sticky notes and charts. A projector displays a presentation titled 'Design Workshop' on the wall. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634130-OR3S7TZNCX2RTXXJOTX6/Samsung.png Pivotal Moments Samsung logo on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Pivotal Moments Flowchart illustrating the process of configuring and ordering a Caterpillar (CAT) equipment project, from search and configuration to delivery and re-stocking. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Pivotal Moments Flowchart illustrating the sales process for Caterpillar (CAT) equipment, from searching and configuring equipment online, to order approval, review, and delivery, including steps like setting up an account, approval, and re-stocking. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a0d5f2ce-adcc-48d5-b0a6-cba83a87b15b/Vanguard.png Pivotal Moments The Vanguard logo in black and white with white text on a black background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7c395c4-86b3-498e-8940-a0a8c2e9cbaa/United_ITMC2_Mobile_4App_iPh6_P1.jpg Pivotal Moments Smartphone screens showing an incident reporting app, including incident details, customer resolution options, and confirmation messages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7c395c4-86b3-498e-8940-a0a8c2e9cbaa/United_ITMC2_Mobile_4App_iPh6_P1.jpg Pivotal Moments Four smartphone screens displaying a customer support or incident report application with details on incident severity, compensation, and follow-up notes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614122-J0PFFIAJUPWV3E2B0Z41/ADP.png Pivotal Moments Black background with white ADP logo https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Pivotal Moments A detailed chart titled 'Dreaming & Considering' illustrating stages of a customer journey with categories such as Phases, Moments, Action, Channel, Narrative, Emotional State, Opportunities, Experience, Destination, Group Type, Spend Bracket, User Defined Preference, Wallet. The chart uses color-coded sections, icons, and descriptive text to guide understanding of customer behavior in travel planning. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Pivotal Moments A detailed chart titled 'Dreaming & Considering' outlining different phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, destinations, and preferences related to customer journeys and travel planning. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634135-B7HL9VEXKMU8O1M9CU5V/Prudential.png Pivotal Moments Prudential logo featuring a stylized mountain peak inside a circle, with the company name 'Prudential' in bold text to the right. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Pivotal Moments A chart titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on problem, perception, behavioral hypothesis, opportunities, and communication tactics, discussing customer and support perspectives. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Pivotal Moments A marketing presentation slide about creating a receipt for MVP, covering problem, perception, behavioral hypothesis, opportunities, communication tactics, customer, and support. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Pivotal Moments Flowchart diagram for United Airlines' wheel chair modernization research analysis process, dated June 19, 2017. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Pivotal Moments Flow diagram for United Airlines wheel chair modernization research analysis from registration at the airport to arrival at the destination, covering steps like security, boarding, and connections. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Pivotal Moments A guide on customer mindset and exploration techniques, featuring sections on triggers, routines, rewards, understanding, and acquiring a customer journey. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Pivotal Moments Page from a manual or guide discussing customer mindset, focus, triggers & emotions, routines to influence, reward, understanding, and acquiring confidence in exploration and decision-making. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Pivotal Moments A chart showing attitudes toward vehicle service, indicating 91% of respondents are responsible for vehicle maintenance, with a pie chart illustrating responsibility by percentages and a bar graph detailing responses about maintenance habits and perceptions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Pivotal Moments Chart showing survey results on attitudes toward vehicle maintenance responsibility, with 91% of respondents indicating they are responsible for vehicle maintenance, depicted by a pie chart and bar graphs analyzing various statements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6e5ffea6-be7b-4116-902f-f08bf4af93a7/Samsung_Mobile_6AppStack1.jpg Pivotal Moments Multiple smartphones displaying various apps and content, arranged on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6e5ffea6-be7b-4116-902f-f08bf4af93a7/Samsung_Mobile_6AppStack1.jpg Pivotal Moments Multiple smartphones displaying various apps and webpages, including fitness, travel, technology, and entertainment content, arranged in a fan shape on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Pivotal Moments A chart showing sources of information for learning about in-vehicle tech features, such as YouTube videos, car manuals, and dealership staff, with percentages and data points related to how people learn about these features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Pivotal Moments Chart showing sources of information about in-vehicle tech features, with categories like YouTube videos, car manuals, car website, dealer staff, friends or family, call center, other, and none. Also includes data on how people learn about tech features, including purchased, leased, place to place, car person, and recent years. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Pivotal Moments A detailed infographic showing the Caterpillar Customer Relationship Management Life Cycle Storyboard, with multiple illustrated scenes of business meetings and discussions about sales, customer engagement, and strategic planning. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Pivotal Moments A detailed infographic illustrating the Caterpillar customer relationship management life cycle storyboard, including steps like unified dialogue with customers, determining buy, lease, or rent options, leveraging power of CAT, initial buy, lease, or rent options, seamless conversation, lead to forecasting, and journey features, with various illustrations of business professionals in meetings, working on computers, and consulting. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Pivotal Moments Research infographic showing responses from vehicle buyers and responders about vehicle purchase experiences, including proportions who got their vehicle within two years, their homecoming behavior, and their feelings about waiting time for the vehicle to be ready, with data presented in pie charts and bar graphs. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Pivotal Moments Infographic chart about response to vehicle purchase among responders. Data includes whether respondents got the vehicle they wanted, if they went home with it the same day, and their feelings about the time it took to be ready, with percentages and categories. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683413652133-IKZ1Q73834TAO7KTU1YY/Stellantis_Mobile.png Pivotal Moments Series of five smartphones displaying Jeep brand social media posts and advertisements featuring a blue Jeep Wrangler in various outdoor settings and close-up shots. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683413652133-IKZ1Q73834TAO7KTU1YY/Stellantis_Mobile.png Pivotal Moments Series of smartphones displaying Jeep brand advertisements, social media posts, and a blue Jeep Wrangler off-road vehicle on rocky terrain at sunset. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Pivotal Moments Slide titled 'Pivotal Moment Map Framework' from Stellantis presentation. The slide discusses future ownership experience grounded in quant/qual research, with a hierarchy of experience pillars, need states, and pivotal moments, supported by a visual map including sections for narrative, use cases, and definitions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Pivotal Moments Slide titled "Pivotal Moment Map Framework" with the Stellantis logo. The slide explains how future ownership experience will be grounded in quant/qual research, detailing five key components: 1) Qual + Quant Analysis, 2) Experience Pillars Need States, 3) Pivotal Moment Definitions, 4) If/Then use cases, and 5) Narrative, with a sixth component of Pivotal Moments (Executive View). Each component is numbered and accompanied by a blurred preview of related content. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Pivotal Moments A CX Persona Readiness Evaluation chart with six criteria, checklists, and gaps for assessing customer experience personas, and partially visible images of a woman and a woman lifting weights. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Pivotal Moments A CX Persona Readiness Evaluation chart with sections on person heuristic, change checklist, gaps, and criteria such as real data, narrative, goals, design decisions, journey metrics, and communication. Adjacent images include a woman in a gym lifting weights, a woman at a desk with a laptop, and a woman smiling with a barbell. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Pivotal Moments Multiple smartphone screens showing an airline seat booking app with seat maps, passenger details, and upgrade options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Pivotal Moments Multiple smartphones displaying airline seat selection and booking apps with flight details, seat maps, and passenger information interfaces. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Pivotal Moments Page from a presentation titled 'Holiday Getaway Plan', discussing customer communication strategies and experience, with sections about key expectations, barriers, unmet needs, channels, communication outcomes, and success metrics. Contains illustrations related to travel and customer engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Pivotal Moments A presentation slide titled 'Holiday Getaway Plan' and another titled 'Pivotal Moments: If the customer does...' showing various sections with text and graphics related to customer experience and communication strategies for a holiday trip. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Pivotal Moments A slide presentation titled "Migrating sentiments into the journey" with a flowchart showing steps of customer journey mapping, including understanding, acquiring, then the "what if" and "where" sections. The slide discusses empathetic customer voice, stakeholder interviews, and feedback, with a focus on identifying moments that matter. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Pivotal Moments A detailed infographic presenting a customer journey map focused on migrating sentiments into the journey, including sections on understanding, acquiring, and implementing customer feedback, with various visual elements such as flowcharts, colored post-it notes, and labeled sections for different aspects like empathy, decision outcomes, key expectations, behavior influence, and supporting teams. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Pivotal Moments A detailed infographic illustrating the customer journey and pivotal moments in a process, segmented into stages like dreaming, considering, booking, preparing, experiencing, afterglow, and dreaming again, with various icons, text, and workflow elements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Pivotal Moments A detailed infographic outlining the customer journey and pivotal moments for a brand called Sunwing, covering stages from dreaming to afterglow sharing, with sections on messaging, goals, emotions, and key insights. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Pivotal Moments Flowchart diagram of a United Airlines wheelchair modernization research analysis and decision process, including registration, lobby, terminal, IRROPS, flight, and arrival stages, with decision nodes for security, baggage, and assistance needs. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Pivotal Moments Flowchart diagram illustrating the process of wheelchair modernization, research, and decision-making related to airport travel, security, gate procedures, and baggage handling. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a668d78c-57ef-4c1d-9abd-41e7f3229844/Samsung_Mobile_6AppStack-SoG.jpg Pivotal Moments Six smartphones displaying various promotional screens for Samsung Galaxy events and memberships, arranged on a dark surface. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a668d78c-57ef-4c1d-9abd-41e7f3229844/Samsung_Mobile_6AppStack-SoG.jpg Pivotal Moments Multiple smartphones displaying various promotional and informational websites related to Galaxy smartphones, music, and summer events, arranged in an overlapping manner against a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Pivotal Moments CX Pivotal Moment Barrier: Create a Receipt, an MVP worksheet with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, Communication tactics, Customer, Support, and Methods of understanding. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Pivotal Moments A business spreadsheet with headers 'CX Pivotal Moment Barrier: Create a Receipt | MVP', listing sections like Problem, Perception, Behavioral Hypothesis, Opportunities, Communication Tactics, Customer, and Support, with detailed descriptions in each. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Pivotal Moments Gap analysis chart for home assets comparing current state and competitors' state across various categories such as product video, description, recipes, editorial supporting product, UGC, reviews, brand support pages, and lifestyle pages, with importance ranked from most to least. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Pivotal Moments Graph showing home asset gap analysis comparing Amway with competitors across categories such as product video, product description, recipes, editorial supporting product, UGC, product reviews, editorial supporting brand, and editorial supporting category. Brown squares indicate Amway's current state and white squares indicate competitors' state, with emphasis on importance order. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/bffe13a3-0b1c-498a-8706-25aacd46d553/professional_woman_texting.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/43270601-3d76-4ebf-8078-f2a9d447a7fe/PivotalMoments_Model.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/144ba237-2b2e-4c75-999e-39f8f7358bc4/PivotalMoments_Triptic1.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f31131be-fb34-4ce5-9be1-524de88b854f/PivotalMoments_Triptic2.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4f0f7681-21cc-4a6e-bcd6-53275685353b/PivotalMoments_Triptic3.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c1b3d469-05b1-431b-a17a-04f1d512c4aa/Forbes_CXImage.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1763241155286-1NX3K3UKE41KKXQIXM3H/unsplash-image-0FRJ2SCuY4k.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2018383a-2826-4183-98d1-c64649a7691a/realnarddawg_a_young_32_year_old_pretty_blonde_professional_wom_28bb1328-dfc8-4696-8123-2e8548e638ad.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/43270601-3d76-4ebf-8078-f2a9d447a7fe/PivotalMoments_Model.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1763241155286-1NX3K3UKE41KKXQIXM3H/unsplash-image-0FRJ2SCuY4k.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594665-S0UD7SNQPAPPGCKJGA45/Workshop11+crop2.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/77c23401-34a5-4b30-af81-bfb316cbf96f/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_65.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1735760528358-XH5BQV0OPUULEH51X5A3/unsplash-image-mpN7xjKQ_Ns.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a78fd8d0-0bbe-49b0-8469-ce0310ad8331/unsplash-image-mpN7xjKQ_Ns.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c1b3d469-05b1-431b-a17a-04f1d512c4aa/Forbes_CXImage.png https://www.joshnard.com/store daily 0.75 2024-11-10 https://www.joshnard.com/branding-sales daily 0.75 2024-09-03 https://www.joshnard.com/branding-sales/heuristic monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594488315-LRUK35YQJ8P92XOFMZUU/Slide02.jpg Branded Site Design - 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Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/83bbe9f5-594f-452f-80eb-45645f7279c5/AccentureAI_SiteV1_ShortComp_MidF_Page_07.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/27935653-ad99-4cce-b004-9c528cf7be59/AccentureAI_SiteV1_ShortComp_MidF_Page_08.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0314bd7c-7610-453c-b39c-47b07e12d7dd/AccentureAI_SiteV1_ShortComp_MidF_Page_09.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b249dfe6-4ad0-4b18-b313-439a3a466ab2/AccentureAI_SiteV1_ShortComp_MidF_Page_10.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://www.joshnard.com/financial daily 0.75 2026-06-07 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Financial Product A worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, Communication tactics, Customer, Support, and Method of Understanding. 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Experience Architecture P.2 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551730-INRPDZWWOYWH94821R9G/AXA_DukeEnergy_Non-Res_IA_Slide31.jpeg Information Architecture - Experience Architecture P.2 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594552013-BDSC2547BUX90J40SFQY/Res_-_Save_Money_-_Non-Reg_WF+copy.jpg Information Architecture - Experience Architecture P.2 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551668-00Z8F3MM8HURI02AQ3VZ/AXA_DukeEnergy_Non-Res_IA_Slide35.jpeg Information Architecture - Experience Architecture P.2 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551706-IJ7LS28S3S4SK38OJ6AS/AXA_DukeEnergy_Non-Res_IA_Slide36.jpeg Information Architecture - Experience Architecture P.2 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551556-1IYMJTT884YGDSP0LAAE/S-Santos.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594551874-U9T4XVITJY1NRHSEMP8L/Slide05.jpg https://www.joshnard.com/crm daily 0.75 2024-09-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Enterprise CRM PLDC Screenshot of a presentation slide titled 'Journey Stage Quantitative Summary' from Stellantis, discussing the vehicle purchasing process including stages like research, uncertainty, and decision-making, with graphical icons and a blue and white color scheme. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Enterprise CRM PLDC Flowchart diagram illustrating a product ordering process from search to reordering, including steps like configuration, sending to sales, approval, order placement, review, and reordering. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Enterprise CRM PLDC A visual storyboard of Caterpillar's customer relationship management life cycle, including steps like customer pricing meeting, quote changes, pricing approval, availability check, discount finalization, and final decision, depicted with illustrations of people in office settings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Enterprise CRM PLDC A conference room with people attending a workshop. Participants are seated at a long table with laptops, notebooks, and coffee cups. A large wall chart with sticky notes and diagrams is visible, and a projector displays a presentation slide titled 'Workshop' on the wall. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Enterprise CRM PLDC Chart showing attitudes toward vehicle service, with 91% of respondents responsible for vehicle maintenance, including bar graphs highlighting their knowledge and habits related to maintenance tasks. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Enterprise CRM PLDC A detailed table outlining a customer experience (CX) patent moment barrier process, including categories such as Problem, Perception, Behavioral hypothesis, Opportunities, and Communication tactics. The table discusses issues like product value confirmation, customer concerns, and support strategies for improving customer interactions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Enterprise CRM PLDC Chart showing sources of information for learning about in-vehicle tech features, with percentages for different sources such as YouTube videos, car manuals, manufacturer's websites, dealership staff, friends or family, call center, and others, categorized by how respondents learn about features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Enterprise CRM PLDC A detailed infographic titled "Caterpillar Customer Relationship Management Life Cycle Storyboard", illustrating steps in the customer relationship management process with illustrations of professionals in meetings and at desks. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1683413652133-IKZ1Q73834TAO7KTU1YY/Stellantis_Mobile.png Enterprise CRM PLDC Series of five mobile phone screens displaying Jeep brand promotional content. The screens show advertisements, social media posts, and messaging about the new 2023 Jeep Wrangler, featuring images of the blue Jeep Wrangler model in various outdoor settings and digital marketing texts. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Enterprise CRM PLDC Infographic showing responses of vehicle buyers and responders; recipient reactions to vehicle readiness and experience, with percentages for various categories. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Enterprise CRM PLDC Flowchart illustrating the process of a project from search to re-ordering, with steps including search, configuration, sending to sales report, receiving configuration, meeting, approving order, review, receiving order, and re-ordering. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Enterprise CRM PLDC A presentation slide titled 'Pivotal Moment Map Framework' outlining steps for future ownership experience grounded in quant/qual research, with a list of key points and a visual timeline of six steps including definitions, use cases, pillars, need states, and executive overview. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Enterprise CRM PLDC A detailed infographic titled 'Stellantis North Star' illustrating a visual roadmap with various timelines, charts, and sections with text, colored predominantly in orange, beige, blue, and gray, organized in rows and columns. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Enterprise CRM PLDC A detailed infographic titled 'Dreaming & Considering' outlining phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, destinations, group types, spend brackets, user preferences, and wallet information for travel planning. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Enterprise CRM PLDC A guide titled 'Pivotal Moment Success' focusing on customer mindset, with sections on triggers and emotions, routines to influence, and rewards. Includes icons of a hammock, a hand, and a gear, with topics like alleviating stress, searching online, and giving a sense of confidence and trust. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b082cdf9-ee95-43f8-8b80-8c41e5342c98/United_MAP_Beta12sl_1.jpg Enterprise CRM PLDC Multiple smartphone screens displaying a flight booking mobile app interface with seat maps, passenger details, and upgrade options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Enterprise CRM PLDC A presentation slide titled 'Pivotal Moments: If the customer does... Then we communicate...' explaining customer engagement strategies such as awareness, personalization, timeliness, and fulfillment, with several infographic sections and notes on customer needs and communication gaps. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Enterprise CRM PLDC Research analysis decision tree flow diagram for United Airlines' wheelchair modernization process, dated June 19, 2017, showing steps for passenger check-in, security, boarding, and special assistance procedures. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Enterprise CRM PLDC A business framework chart with sections: problem, perception, behavioral hypothesis, opportunities, communication tactics, customer, support, and methods of understanding, related to creating a receipt MVP in customer experience. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Enterprise CRM PLDC A detailed assessment sheet titled 'CX Persona Readiness Evaluation' with sections for evaluating personas, checklists for changes, gaps, and scores, accompanied by a profile of a woman named Samantha in a professional setting. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Enterprise CRM PLDC A chart displaying the gap analysis of home assets, showing the importance ranking of various asset types for consumers. It compares Amway's current state with competitors' states across categories like product video, product description, recipes, editorial supporting product, UGC, product reviews, editorial supporting brand, and editorial supporting category. https://www.joshnard.com/crm/customer-success monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594704-4PH6RRVED1BY9CPT4JTZ/CAT+Booklet_Storyboard_11x16-072015_Page_01.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4b144b2a-08c8-48c5-be51-b7fe5f8b4b83/CAT_Login_Tablet.png Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594758-ZHC0N38VO8AWDHZL27FC/CAT+Booklet_Storyboard_11x16-072015_Page_02.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1ff90d4c-ed5f-420e-bb99-ea1aae417d78/CAT_Login_Mobile.png Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594778-0IJMVAY5I4YOXP5HL2NC/CAT+Booklet_Storyboard_11x16-072015_Page_03.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594721-HGMCKP73EZSVCJBLNII2/CAT+Booklet_Storyboard_11x16-072015_Page_04.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594804-IE574FAJGQA345FTZ7A8/CAT+Booklet_Storyboard_11x16-072015_Page_05.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594715-HNRU70Z98ORNDOEM41C9/CAT+Booklet_Storyboard_11x16-072015_Page_06.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594823-1P0NQ5WYQNKZPIG1MR6M/CAT+Booklet_Storyboard_11x16-072015_Page_07.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594735-E9PFNLNWJL9HRXJIYDRC/CAT+Booklet_Storyboard_11x16-072015_Page_08.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594834-0QDAL1F4ZNRXMPCLWLHH/CAT+Booklet_Storyboard_11x16-072015_Page_09.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594845-ADZ7GIA8SB8JIB2JRSY6/CAT+Booklet_Storyboard_11x16-072015_Page_10.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594785-VPW1QEXO8LXSDWZMIH21/CAT+Booklet_Storyboard_11x16-072015_Page_11.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594817-FWM4OR7DX9X3BTHAVA6Q/CAT+Booklet_Storyboard_11x16-072015_Page_12.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594729-FC4IFPLA43UT6S56JSM0/CAT+Booklet_Storyboard_11x16-072015_Page_14.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594855-SY606265UBGGC27SNSRU/CAT+Booklet_Storyboard_11x16-072015_Page_16.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594669-UUBKAW1HINDCFDXAKV32/WarRoom.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 1_Research Research methodologies will deliver higher fidelity recommendations through evaluating both business goals and employee contributions to these goals, probing conflicts and associating patterns for relevance. We iteratively affinitize our research to achieve stronger recommendations through association. THIS LEADS TO Discovery of gaps and conflicts in employee actions and information transparency Improvements to associative relationships within the PLM ecosystem, that will drive efficiencies https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594678-5V12ORLCHHIU6XIGEWSB/IMG_5180.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 2_Workshop In the workshop we will share process gaps uncovered from research and leverage CAT’s expertise to identify the actionable opportunities for inclusion into the storyboard. The workshop is structured to incite collaboration and complex ideation on future PLM solutions. THIS LEADS TO Collective understanding of associations, gaps and conflicts within the PLM ecosystem Socialization of proposed opportunities and solutions Actionable resolutions needed for delivery https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 3_Storyboard The storyboard will highlight critical gaps in the current-state service experience, elevating cross-vertical touch points where best-in-class service design will drive business value. The storyboard can be a living document that evolves during service transformation planning and design activities. THIS LEADS TO Holistic narrative of the associative relationships across a complex set of systems Representation of the gaps and conflicts that drive opportunities for improvement Visceral understanding of transformation as an imperative https://www.joshnard.com/crm/crm-orchestration monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/187c030f-6e63-4472-800e-a35cefe2e081/StellantisMopar_Journey2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/187c030f-6e63-4472-800e-a35cefe2e081/StellantisMopar_Journey2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6a11998e-c5c3-4309-bda2-4c9d437fc46a/StellantisMopar_Journey5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1999503f-404d-4397-989e-692727585585/Stellantis_PivotalM_Ex2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/74cce46a-6098-47ea-a18e-e7424028a128/Stellantis_IntroJMap_CaseStudy1.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff431131-ee72-48f6-97fa-5ac2d636d243/Stellantis_QuantRep_1.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ae2764e1-b0b4-44b6-9a69-6439bd08736a/StellantisMopar_Journey7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/46370b2d-ef2c-4954-85fc-9e18d824f0ee/StellantisMopar_Journey6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4548a79c-c3db-4ebd-9540-e492d9e1a58c/Stellantis_PivotalM_Ex3.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/14c7db45-88fd-45a0-8a76-8872ef152734/Stellantis_IntroJMap_CaseStudy2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b3beadb7-11e5-43e4-a14c-3bca3b66cec6/StellantisMopar_Journey8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ae2764e1-b0b4-44b6-9a69-6439bd08736a/StellantisMopar_Journey7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd43f99d-4e1e-4033-9794-f00070171527/Stellantis_PivotalM_Ex4.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/67e979bb-3b07-4b29-8cff-b4feda77468d/Stellantis_IntroJMap_CaseStudy3.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9bf5b47f-22b3-42c7-a4cf-04b50f7038e8/StellantisMopar_Journey14.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b3beadb7-11e5-43e4-a14c-3bca3b66cec6/StellantisMopar_Journey8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7a7715c-eace-423f-b188-4ac24673dbd2/Stellantis_PivotalM_Ex5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dd0bc934-6394-468a-885f-310f931f1a61/Stellantis_IntroJMap_CaseStudy4.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d43793a9-86b8-415c-ac58-4d24597cf993/StellantisMopar_Journey15.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d9f9d86f-0356-477f-92c4-7f7e3eab99e4/StellantisMopar_Journey9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c4a6afdd-6f17-496a-bcf7-093f19a67db4/Stellantis_PivotalM_Ex6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fdf71049-3893-452e-8775-7ab3ab174e67/Stellantis_IntroJMap_CaseStudy5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3360e9b9-01bf-4cab-a474-03f2dae13ae4/StellantisMopar_Journey17.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/44b8840a-4075-4984-9b77-7a1a1d95dfdf/StellantisMopar_Journey12.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/af701eb0-24fe-4aca-a234-0cce00f37378/Stellantis_PivotalM_Ex7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e79ae31c-2e8b-4ad3-8096-ef47bba88da6/Stellantis_IntroJMap_CaseStudy6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6d879cb2-0a84-4c52-9ade-b4f5df99c5c8/Stellantis_QuantRep_5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/30eabc06-1846-417b-9149-b882c12b8c90/StellantisMopar_Journey18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6811f741-fd21-46dc-9a1e-50cb455809e6/Stellantis_PivotalM_Ex8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f008c089-ff61-4ef9-9f46-6fc94b465969/Stellantis_IntroJMap_CaseStudy7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca04da79-d708-4359-84d4-81629c88e28a/Stellantis_IntroJMap_CaseStudy8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5aa680cf-50b2-46ed-95c4-8b6a4b9813c7/Stellantis_QuantRep_8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/26b7cb31-8c1e-4022-bb0e-a908bbb006d3/StellantisMopar_Journey25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca323a60-0096-47ee-8172-0b519b26a534/Stellantis_PivotalM_Ex10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/416ce372-9ca9-42d4-b415-8cd4d3ea8fac/Stellantis_QuantRep_9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c6ec8b8a-ba9a-438a-8741-e80df00639e8/StellantisMopar_Journey19.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/119b6882-fee7-4b77-9925-b99b789ee284/Stellantis_QuantRep_10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96c7ba72-14fe-42c6-9ced-2f37d9241338/Stellantis_QuantRep_11.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8d451210-de83-4cc2-aa30-edbaf3ee87d6/Stellantis_QuantRep_13.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9c3913d3-471b-4137-82f5-a44dd0d29dae/Stellantis_QuantRep_15.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cfb31f5e-5a22-4224-be2a-98c329bc7972/StellantisMopar_Journey26.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/923ec782-4ea8-4066-8fe0-a9fcde26800b/Stellantis_QuantRep_18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/35c8c31e-2bf8-43ee-9af2-1025e506f3b8/StellantisMopar_Journey27.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd1dfd2-3d5d-4ef2-bd27-c673d46d3892/Stellantis_QuantRep_21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/aa93a65e-9681-41c5-b2ac-4c5113929bf1/StellantisMopar_Journey29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1cc6c86f-10a1-4774-bd83-09025836341b/Stellantis_QuantRep_25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/29d5bf6c-04b9-454e-be79-3b835d9907bc/StellantisMopar_Journey30.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/280992db-0683-4be3-a281-56d39817d969/Stellantis_QuantRep_31.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/43e8f5ed-40e0-4498-87ae-e704a93b55f2/Stellantis_QuantRep_33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/20b3788b-0925-4f77-ab0f-2337ac88daa3/StellantisMopar_Journey37.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2889b072-79f6-4496-bc31-7c40028efcbe/Stellantis_QuantRep_36.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8258398d-7519-4353-a73b-26fb158551aa/StellantisMopar_Journey38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/24ae8caa-225f-446b-98ef-594063725dc9/Stellantis_QuantRep_38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3741d639-a68a-40ce-913f-0e209196369c/Stellantis_QuantRep_45.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/daccf96e-b76d-45ac-9e90-965f26349c40/Stellantis_QuantRep_50.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c776c539-9a26-4b74-8811-762176b7a3d8/Stellantis_QuantRep_53.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a00bd2b5-4c60-4979-92c9-f71dddafbdd4/Stellantis_QuantRep_55.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/54e35f67-1726-4313-86c7-3bd02ff1c918/Stellantis_QuantRep_57.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/896e0bfe-c2f4-4db6-abe9-23a1ac7723ab/Stellantis_QuantRep_58.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9593c92b-6d56-44b7-a514-535ef306fd44/Stellantis_QuantRep_43.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 1| Qualitative & Quantitative We took extensive qualitative interviews and quantitative surveys across real owner journeys and mapped sentiments and impactful data to areas of the journey. This validated our journey map for relevant, branded communications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 2| Experience Pillars Need States We connected key business KPIs with deficits in customer awareness. We aligned key communication “pillars” across teams for greater planning. Measuring delight is challenging, so we map to customer empowerment, transparency and connection to brand. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 3| Pivotal Moments™ Definitions We converted analysis of customer and business research into defined customer triggers, emotions, routines and the outcomes of a moment. We connect teams to plan relevant communications on customer behavioral triggers, emotions, routines, influencers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 4| If/Then Use Cases Business use cases become if/then instructions. Customers do not always follow every business goal, so we plan. ”If” the customer doesn’t act, “then” we deliver planned messaging and cadence personalized to their purchase ownership, service and auto features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4e344a85-836d-4227-b3bb-481b4220b7d2/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small+copy+2.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 5| Pivotal Moments™ Narrative empathy, channel touchpoints Tell memorable stories of a ”north star” experience to contextualize business aspirations with customer empathy. We connected touchpoints to various channels, business departments and influencers, such as family or friends that support this north star experience. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5e989c3d-5c6f-464a-9a29-877535dc74f2/Stellantis_QuantRep_57.jpeg https://www.joshnard.com/hospitality daily 0.75 2026-05-02 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Hospitality Products with Loyalty A detailed infographic titled 'Customer Journey & Pivotal Moments' by Sunwing, outlining the various stages of customer experience from dreaming to afterglow sharing, with illustrations and sections dedicated to user segments, customer & brand metrics, narrative, COVID-19 impact, and sub-organization. The visual includes a timeline flow with orange and blue accents, diagrams, and text boxes. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Hospitality Products with Loyalty A webpage about design principles, with icons representing simplicity, pattern consistency, limited palette, white space, selective grid, and focus, with descriptive text underneath. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645165-651FPJMCLDJSNFTJMCPJ/MarriottStoryboard3.jpg Hospitality Products with Loyalty Infographic showing steps to enhance guest experience at a hotel, including re-booking, customizing the stay, adding personal touches, acting on travel changes, preferences, and late food requests, with illustrations of a man in an airport and a woman preparing a room. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Hospitality Products with Loyalty A detailed chart titled 'Dreaming & Considering' in black bold font, organized in columns with phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and various symbols and colored highlights related to travel planning and resort selection. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Hospitality Products with Loyalty A page from a workbook or guide titled 'Pivotal Moment Success,' focusing on 'Customer Mindset' for exploring a location. It includes sections on triggers and emotions, routines to influence, rewards, understanding exploration, learning content strategy, and gaining confidence, with bullet points under each heading. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Hospitality Products with Loyalty A presentation slide titled 'Holiday Getaway Plan' with diagrams, sticky notes, and text discussing customer communication, empathy, and feedback in a travel or customer service context. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Hospitality Products with Loyalty A presentation slide with a title 'Migrating sentiments into the Journey' and a paragraph of text explaining the process. The slide includes a gray sidebar on the right side with a flowchart outlining the 'When', 'Where', 'What if', and other aspects of customer journey mapping, including categories like voice of customer, key expectations, behavioral influence, decision outcomes, channels, and organizational support. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Hospitality Products with Loyalty Three smartphones displaying airline booking and payment apps, with seating charts and flight info, on a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c1159c28-a8a8-425d-a887-7d87fbd5a1bf/SunwingCDP+StratAppr_112920+FinalCon23.jpeg Hospitality Products with Loyalty Flowchart explaining Sunwing contact strategy for booking trips to Cuba and other destinations, including steps like browsing, checking availability, booking, and email confirmation. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645135-65VQIORBRJ7RSMZQF15B/MarriottStoryboard4.jpg Hospitality Products with Loyalty Infographic detailing the guest experience at Marriott, showing steps from request, to delivery, payments, and feedback. Includes illustrations of a woman at a desk, a man at check-in, a car, signing in on a tablet, and a girl using a mobile device. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Hospitality Products with Loyalty Flowchart titled "Wheel Chair Modernization - Research Analysis - Decision Tree Flow Diagram 2017.06.19" depicting the process for airport wheelchair services, including steps for registration, lobby procedures, security checks, terminal procedures, IRROPS, flights, and arrival, with decision points and actions. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Hospitality Products with Loyalty Infographic titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections for Problem, Perception, Behavioral Hypothesis, Opportunities, and Communication Tactics, detailing customer experience challenges and strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645127-KNY2UYS9OCFED1XS4TZU/MarriottStoryboard2.jpg Hospitality Products with Loyalty Infographic timeline showing steps in finding a hotel, making recommendations, driving preference, curating beyond the room, planning made easy, building a living profile, and managing from one place with illustrations of a person using a phone and a computer, a hotel recommendation card, soccer match details, and a profile picture. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png Hospitality Products with Loyalty Page from a report displaying data about market segments and customer growth potential, including sections on existing customers and target new customers, with colored highlights for sensitivity analysis in millions of dollars. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Hospitality Products with Loyalty Table displaying gap analysis for home assets with current and competitor states across various categories like product video, description, recipes, and reviews, arranged by importance. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644936-I2PV4GYQ00TPGMX6F4FN/MarriottStoryboard3.jpg Hospitality Products with Loyalty Step-by-step illustrated guide showing the process of rebooking a Marriott hotel stay, from acting on travel changes and making preferences portable to customising the stay and adding personal touches, with scenes of a woman using a hotel tablet and a man at a computer. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645155-TOXGV7NPAXZ68ELZN97N/MarriottStoryboard1.jpg Hospitality Products with Loyalty A detailed chart, likely a customer journey map, illustrating various phases of travel. It includes sections such as 'Travel Needs & Inspiration Research,' 'Purchase,' 'Prepare for Travel,' 'Departure,' 'Arrival,' 'Stay,' 'Work,' 'Play,' 'Leave,' 'Travel Home,' 'Readjust,' and 'Post Trip.' Each phase contains specific elements like desired emotion, guest need, actions, channel interaction, pain points, and thought starters, all mapped across a timeline with specific notes and icons in blue and gray. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645202-35STH54WX4PJIJ88B3EA/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_038.png Hospitality Products with Loyalty Page from a magazine or report discussing brand channels and customer experience, with two photos showing women using digital devices to shop or interact with brands online. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645756-YXYCBZGBD9F6LN8Z3AG8/Marriott_IA_PURE_CRIS_App_100515.png Hospitality Products with Loyalty Flowchart diagram of Marriott's Engage agent desktop experience architecture, showing components and workflows for reservations, rewards, profile management, stay activity, and customer interactions. https://www.joshnard.com/hospitality/hospitality-loyalty monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645456-LEN3RYLXYFZ9SO6338EY/Slide19.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645525-R6KECFEHCPCKT4X8YZ2Y/Slide19.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645640-AHTB831Q9YZM3PH3LG08/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645443-LUVDTBP61NQGA0164KIO/Slide20.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645549-ZV3YQO60S2VV5GBXLIJA/Slide20.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645624-DCY2HSV2HHR5O70FQB9E/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_101.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645473-FFGH1O0YP4ZKWHFANHXJ/Slide21.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645540-XHL6A6EOY1SZ3FPXJPQV/Slide22.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645609-DHIT3Y4D0NNC26JF5U6J/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_102.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645435-3N8GJ6N9YC2A2PSJNLZG/Slide22.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645569-ASD6GFVYNX52R4E7DT3E/Slide23.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645654-T77ARWDQ0544FU2FTTYI/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_103.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645559-A6VAZ05UP95DCOGY32LN/Slide24.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645406-Y3M2KT44UQ4KOKYCMIY2/Slide09.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We identified three core areas for agent success https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645409-KBJN3Z0L15N02U09XQVV/Slide10.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing - Make it stand out We then looked at the reservations segments within the journey to measure https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645412-3QA27CHDLN18VQGHNQ1J/Slide08.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We evaluated the call center agent lifecycle stages with a customer https://www.joshnard.com/hospitality/book-loyalty-ux monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645768-S2ZGZTCCXIYMKQZI512E/Marriott_IA_Reservations_ISO_100515b.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645958-P1ZOS3ND90HWW7QP1GLU/Slide3.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646039-64DPFXZJDAECPPYIB5WB/Slide8.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646180-77TC5TBQIKDGPJT77CSS/Wireframe-HomeScreen.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645785-0FJ3BH6M7NYZ8IWQR7Y3/Marriott_IA_PURE_CRIS_App_100515b-Simple.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645938-OL3LDVJ9NY3JDGWA8ORD/Slide4.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646135-26W1UQFT2WO4IFX0SW60/Slide9.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646194-WQQNL1O21TJ8FIVZ9FWF/Wireframe-RoomSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645756-YXYCBZGBD9F6LN8Z3AG8/Marriott_IA_PURE_CRIS_App_100515.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645899-WHZDB26WB8U0HMDAX3X1/Slide20.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646066-QOI0N9XINT315R6LOKOK/Slide11.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646188-GG0CO8XDEM9CGGLRJNTN/Wireframe-HotelSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645800-1ROEKK29XUZ2R1RBGR6C/Marriott_IA_PURE_CRIS_App_100515b-Mapping.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645917-66N387ILBMIQ8KWNUE69/Slide22.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646112-1XAHKQP0LO5M6HY1Y2Q0/Slide12.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645882-246BJYSQ7LH8I03E64TY/Slide23.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646027-1SLHNPLQDPBGQD239F46/Slide13.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645869-NXV1OLI3I6KJ7AWG6XXZ/Slide24.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646045-AL2Z1YGBYF5AT7B43EOD/Slide14.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646097-G35EH7I3H4HPE8J0GJQD/Slide15.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646119-KVW7WC35IPIUKQM94MVM/Slide16.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646076-TNWYVDU9AO41KF32M1AZ/Slide17.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646089-FHHDRB5IZ7JSVINFBPP6/Slide18.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646057-BYCLQQCZY8GHMWPW60UM/Slide19.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645984-S6H07WIESSIILPUTW2V4/Slide08.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX We evaluated the call center agent lifecycle stages with a customer https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645999-ICZ67PE5UYNLUHSNFZK1/Slide10.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX - Make it stand out We then looked at the reservations segments within the journey to measure https://www.joshnard.com/hospitality/journey-mapping monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644932-DRFZ8S4CVOHI93R9XRH1/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644936-I2PV4GYQ00TPGMX6F4FN/MarriottStoryboard3.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644943-8KYTBEIFURU4YKL1M8CF/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_044.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644948-P0EWW4VMY5H8H8DF0I14/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645037-S7SMAEYWQUPJ3HMIBXLO/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645155-TOXGV7NPAXZ68ELZN97N/MarriottStoryboard1.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Marriott Customer Journey Map https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645008-TO5D1GDQW05RWB6QHMU5/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_017.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645127-KNY2UYS9OCFED1XS4TZU/MarriottStoryboard2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Experience Storyboard - Booking https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645242-A8J547W14SWHT0X0WBYU/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_036.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645073-RKMYO1CZBJMEF4JW3OFR/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_018.png Hospitality Products with Loyalty - 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Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674146-9OVAMMC2D5EYAFTYW7PZ/United_AO_DM_CSR_Customer+Resolution+V4N_Page_47.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674126-UW0EDWYQ8JXTHV4WEUZD/United_AO_DM_CSR_Customer+Resolution+V4N_Page_48.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674168-2ADXRWOWITF3BAELJUBP/United_AO_DM_CSR_Customer+Resolution+V4N_Page_49.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674082-YD4BPD6Z00GPN2NHKHNO/United_AO_DM_CSR_Customer+Resolution+V4N_Page_50.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674195-U79HU1NVVZO06RUXTF5I/United_AO_DM_CSR_Customer+Resolution+V4N_Page_51.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674240-BPT9AA0QGB7MIHH7SUCJ/United_AO_DM_CSR_Customer+Resolution+V4N_Page_52.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674232-666S091SE311H9AZ2REL/United_AO_DM_CSR_Customer+Resolution+V4N_Page_53.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674189-U9QDFB5RY7NGY5HU125Q/United_AO_DM_CSR_Customer+Resolution+V4N_Page_54.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674220-NW658JG06TJABR2DXQD6/United_AO_DM_CSR_Customer+Resolution+V4N_Page_55.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674175-Q7FLTWTLBKLQNUF6FW0G/United_AO_DM_CSR_Customer+Resolution+V4N_Page_56.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674182-1Q5TDM7YRT2HCD9HKRYW/United_AO_DM_CSR_Customer+Resolution+V4N_Page_57.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674210-ZZ0IQSD8ON3L4POOIGON/United_AO_DM_CSR_Customer+Resolution+V4N_Page_58.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674253-X3IE03XFL0Y68B4291JX/United_AO_DM_CSR_Customer+Resolution+V4N_Page_60.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674279-ZJ4FT03I2H6L0CEIBT2U/United_AO_DM_CSR_Customer+Resolution+V4N_Page_62.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f0aa195c-b87d-4245-91fa-d8e6ee6d10b6/United_ItMC_EarlyAeroWires.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b5f86a0b-c182-4a9f-8d6e-30ed45f443f9/IMG_7447.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out One of our Categorization exercise. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3517c919-11df-43a8-941b-e46de8d9bfa9/IMG_7448.jpg Product Enterprise Travel - Product - Service Resolution Compensation outcome mapping https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4848ccde-8f4e-494f-a47d-0748c62bc793/IMG_7467.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Exploring potential decisioning, interactions https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a43f6a01-b3c9-49e1-88f3-d25638758fab/United_ItMC_DecisionTree.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6b175ecf-2dd3-4c16-89ac-018327cde579/United_ItMC_MindMap.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673461-A8X3681HVD5CN3I9PHT4/Core4-PlaneDecal.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Core4 Promise on an aircraft fuselage https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673465-E7XF3XT2RENCXMFTW2OF/Core4-Conference2018.jpg Product Enterprise Travel - Product - Service Resolution 2018 United Airlines Supervisor Conference https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673788-RGYL544YAFEZFO06BBMY/United+Airlines%27+Culture.jpeg Product Enterprise Travel - Product - Service Resolution - Forbes: How To Fix United Airlines' Culture Problem “United Airlines’ employees seem utterly incompetent. The recent dog death incident is only the latest in a string of situations in which United employees have screwed up. But the incidents don't reflect a competence deficit at the airline; they reveal a culture problem -- and United's leaders must take specific actions to fix it.” https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674461-QS9MSNZ2FOGHCAUU981Y/iPhone_1431-0344.jpg Product Enterprise Travel - Product - Service Resolution - CNBC: United Airlines is sending employees to compassion training The airline recently rolled out a new program called “core4.” Thousands of employees will go through an ambitious four-hour training session that aims to teach workers to be efficient (think on-time departures), ensure operations are safe and do it all with a smile. https://www.joshnard.com/travel/cx-gate-service-design monthly 0.5 2023-04-17 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671595-2VUIV24PQPHJU9LI3B4K/PodiumLite_AgentResearch_sm.jpg Product Enterprise Travel - CX Gate Modernization 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Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671636-Y7UPQVSPRSAM328QLEKW/Prototype_PostTest.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671657-WZVIOANTRCK00BISCQQO/unsplash-image-qK6HAkB91Yc.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671660-HK1XRVT94WIASJ0RKE8L/IMG_7100.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671665-A8NQ4QKBMT9II5ZMYSNI/1669._2WS4006sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671673-ZC09C5U2Y1BEQN7485TX/unsplash-image-1-Osp6CvhXc.jpg Product Enterprise Travel - CX Gate Modernization 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Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672696-9TULKT248PMXH01NKW8K/United_CLE_innovation2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672699-2SFLCU4Z3YLFISP7KXAA/United_CLE_innovation3.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672705-7CXYX6EJBUJG6RNMV1YE/United_CLE_innovation4.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671779-DOMCLRGJGMXWHBDT8OLP/file2.jpeg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672058-RZH3AFHAJ6019DH2DGJT/file-9.jpeg Product Enterprise Travel - CX Gate Modernization 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672611-L465TBRWLA355EPXNWTZ/PodiumLite_Mockup2C_WalkUp.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671884-F3699OK4S6QXJAT4RV5X/IMG_6740.JPG Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672383-MB37ZKD2ZMOCZO71FQN4/United_AO_ATW_GateExperience_Page_13.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672659-W5S3FYN8KULARUJYJZZ7/PodiumLite_Mockup2C_SquadPod.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672414-6Q181DT82VMGBCJXOC3K/United_AO_ATW_GateExperience_Page_14.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672652-6G5NY3O8U1AWNWJFO8Y3/PodiumLite_Mockup2C_Biometric.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672403-M43EPMQDE7VVQMTQNB9H/United_AO_ATW_GateExperience_Page_15.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672578-IR4BHATHUR5PI8ATXQFQ/PodiumLite_Mockup2C_ClosedOfficeTable.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672480-ONSX8W9MZATTEYAT8TMR/United_AO_ATW_GateExperience_Page_16.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672584-HU6MRRTG0126Q7AICIZY/PodiumLite_Mockup2C_OpenOfficeTable2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672422-1PM0PHAOTBL72EDDPEH3/United_AO_ATW_GateExperience_Page_17.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672440-RJA0NQIKCS13FI1TSC7W/United_AO_ATW_GateExperience_Page_18.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672499-H267WJA860CXOSVCOX89/United_AO_ATW_GateExperience_Page_19.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672458-9YN0HVDO2R3MWKFQDW26/United_AO_ATW_GateExperience_Page_20.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671654-PP2UBPSVP33XZAJCUPFX/PodiumLite_AgentResearch_sm.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672517-X6FQOXIZML8XUCC9ON2T/United_PodiumLite_CSRView_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new mobile podium experience allowed for flexibility in technology evolution and power requirements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672522-3KNXJCN71JYGNE6IOKYK/United_PodiumLite_PodiumIntro1_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new podium design was modular in that it allowed legacy printers to eventually be removed with the base, allowing the “tulip” design to move where customers where. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672710-2C4K774Q44GS7AB5JAL9/ORD+2020+gates+rendering.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c499183b-edda-4812-93c9-251e0b18c4b4/United-Airlines-New-Gate-Area-Chicago-OHare-ORD-1.jpg Product Enterprise Travel - CX Gate Modernization - 2022 ORD Gates Redesign United testing new gate layout at Chicago O'Hare https://www.joshnard.com/travel/cx-wheelchair-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672758-4RV7CSW4KT2Y1HUSJZTW/IMG_3857.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672863-FB7ZCIC62ZXB4VT2H1I3/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_01.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672769-ZUNDNP4MFMKPYQWDMLEQ/IMG_3862.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672895-18SXV5Q9CTPPZUNJ6GLA/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_02.png Product Enterprise Travel - CX Wheelchair Research 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Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672954-7PYYI1TLQE2SHB6VN3MK/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_09.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672880-6QI7O5LBJQVRZPXGQH68/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_10.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672918-XZEUVRA9295ZX1GXFVH4/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_11.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672938-6TTY74PHHJMBYI1F9R8H/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_12.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672820-2CQHMUJZ3GRZK9O82JL2/IMG_3854.jpg Product Enterprise Travel - CX Wheelchair Research Here a researcher discusses the feedback from the team. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672832-FXDWJUIOE10C53VHFUOR/WheelChair_UnitedAirlines.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Enterprise Travel - CX Wheelchair Research The system processing flow between United Airlines request handling and 3rd party wheelchair contractors within the airport stages. https://www.joshnard.com/travel/baggage-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671374-38EOILG2M8W7PSYU3MKK/IMG_0181sm.png Product Enterprise Travel - Airport Baggage Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671439-2LOIZAPI6ZV2O7NIJ6Y3/United_AO_DM_EWRWorkshop_v3a_20171113_Page_01.png 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Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671542-79X0Q4NKM8U2SFZZLBYI/IMG_0140sm.png Product Enterprise Travel - Airport Baggage Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product Enterprise Travel - Airport Baggage Research The research team having a post-workshop celebration https://www.joshnard.com/travel/business-cx-vision monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674838-F9ENSP3GO9Y1ZZDW5XXX/UA_ATW_UMA_BoothMockupV3C_Left.jpg Product Enterprise Travel - Business CX Vision https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674889-J6TK7089J70LESIQGEM0/UMA_Feb2018_ParallaxStoryboard_V6A_Page_01.jpg Product Enterprise Travel - Business CX Vision 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594675227-9Y0OD7A0CGSFWF1O8DSG/United_AO_ATW_JourneyISO.png https://www.joshnard.com/commerce-design daily 0.75 2025-03-18 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/bb5f12b2-c66e-4435-a206-48908d75588d/Samsung_Snap_Note20_1.jpg Omnichannel Commerce Advertisement for Samsung Galaxy Note20 5G and Note20 Ultra 5G smartphones, featuring a rose gold phone with S Pen stylus, with options to pre-order and highlighting compatible accessories such as Galaxy Z Fold2 5G, Galaxy Buds Live, Galaxy Watch3, and Galaxy Tab S7/S7+. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1dc947fe-1bc2-4c00-910e-e70c5125506b/Amway_IAFlowStructure_4threview_Page_35.jpg Omnichannel Commerce Screenshot of an online store webpage featuring a skin brightening serum mask, with a jar of cream, a sprig of lavender, and some powder on a white background. 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2b22843e-5442-4426-bc7c-9b0e14311414/Samsung_Summer+of+Galaxy+-+Highlights_D1.jpg Omnichannel Commerce Samsung website promoting summer events and offers for Galaxy owners, featuring images of Galaxy devices with services like YouTube Premium, Twitch, and Uber Eats, set against a sunset beach background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594782096-AGIR33UQWB1L19WIMNQH/Slide2.jpeg Omnichannel Commerce Diagram showing different web design elements: UI Element, DRG, Pattern, Wireframe, and Design, with annotations explaining each. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Omnichannel Commerce A worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections for Problem, Perception, Behavioral Hypothesis, Opportunities, Communication Tactics, Customer, and Support, containing detailed questions and insights related to customer experience and behavior. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781325-N31P89BRB38RJKRBPHEH/DRG_1.8_v1F_031615_Page_012.jpg Omnichannel Commerce A digital infographic displaying six principles of architecture design with icons and brief descriptions, titled 'Architecture principles'. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/810f6ad6-19c1-4a70-924d-a38b6656dbfa/HA_Bespoke_AR_31.jpg Omnichannel Commerce A digital presentation slide titled 'Summary of creative ideas' showing six images of fridge design and customization process with captions detailing each step, such as re-envisioning space, curating color, viewing panels in different light, creating a new canvas, bringing features to life, and sharing design process. 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chart filled with sticky notes, laptops, and coffee cups on the tables, and a projector displaying the workshop title on the wall. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Omnichannel Commerce A flowchart titled 'Wheel Chair Modernization: Research Analysis: Decision Tree Flow Diagram 2017.06.19' outlining procedures and decision points for airport assistance, security, boarding, and arrival processes, with color-coded pathways for different scenarios. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/543c7f2e-2ef7-4201-ab29-1f75389f894b/HA_Bespoke_AR_26.jpeg Omnichannel Commerce Screenshot of a mobile app interface for designing a kitchen space with a focus on refrigerator color customization, showing a blue refrigerator, navigation arrows, and options for model and color selection. 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important, want photography, and the higher conversion rates associated with 360-degree views and AR content. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781960-IB92ZUMLQ0X5L9ZKEED2/Slide14.jpeg Omnichannel Commerce Screenshot of instructions for online shopping checkout process, including cart page, non-cart page, and recommendations for removing checkout from all pages except cart page. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Omnichannel Commerce Slide from a presentation titled 'Design principles' with icons and text describing principles like simplicity, pattern consistency, limited palette, white space, selective grid, and focus. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Omnichannel Commerce A detailed infographic titled "Dreaming & Considering" with multiple columns and rows outlining different phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, destination types, group types, spend brackets, user preferences, and wallet details related to travel planning and decision-making. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Omnichannel Commerce A presentation slide titled 'Pivotal Moment Customer Mindset' with sections on triggers, routines, rewards, understanding, and acquisition strategies for customer engagement. 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