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UX Strategy - Measuring the Customer Experience

Mixing Digital

Wednesday, July 11, 2012 from 2:00 PM to 6:00 PM (BST)

UX Strategy - Measuring the Customer Experience

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We all see white papers and articles every day of the week that talk about how we can improve Customer Experience. These written guides often have good concepts and ideas but none of them provide the reader with the advice on evaluation of the Customer Experience. How do you know if you have provided a good or bad Customer Experience?


Many companies, in their haste to be first to market, forget the value of robust early, strategic design and thinking when creating a product or service. This results in mediocrity, and ultimately leads to an unloved brand experience where consumers become fickle and disloyal. Most of the time when you ask companies how they measure customer experience, they talk about customer satisfaction surveys, but they're missing a lot of other information that provides a complete picture of what their customers experience when they deal with their company.

Learn how to utilise all the information your website produces at our next UX Seminar UX Strategy - 'Measuring the Customer Experience'. At this event we hear from Shop Direct, BSkyB, Fortune Cookie and other big brand industry experts who will share hints and tips on UX Strategy and measuring the Customer Experience, they will provide you with inspirational ideas, tips, methods and tools to keep you up to date with all the current trends in the industry, plus introduce you to peers who face similar challenges to yourself.

Start the discussion around the seminar early by tweeting about it and put questions forward to the panel using #UZUXevt.

Date: Wednesday 11th July 2012

Time: 2pm to 6pm

Venue: Cavendish Club @ No 5, 5 Cavendish Square, London, W1G 0PG

To register: http://www.eventbrite.com/event/3666767400


2:00pm – 2:30pm             Registration 


2:30pm – 2:40pm             Chair’s Introduction

                                         Carina Hoogeveen, Marketing Manager, UserZoom  


2:40pm – 3:05pm             Eewei Chen, Solution Design Director, e Experience, BSkyB

                                         Strategic User Experience and why good design = good business


3:05pm – 3:30pm            Alberto Barreiro, (ex ITV, Yahoo!)

                                        Measuring Human Experiences. Beyond the Customer

3:30pm – 4:00pm            Coffee Break


4:00pm – 4:25pm             Javier Darriba, European CEO, UserZoom Ltd


4:25pm- 4:50pm              Panel Discussion
                                        Chair Person: Richard Wand, Fortune Cookie


                                        Eewei Chen, Solution Design Director, e Experience, BSkyB
                                        Alberto Barreiro, (ex ITV, Yahoo!)
                                        Javier Darriba, European CEO, UserZoom

4:50pm – 5:00pm             Chair’s Closing Remarks

                                         Carina Hoogeveen, Marketing Manager, UserZoom

5:00pm – 6:00pm             Wine Reception & Networking

Speaker Biographys


Eewei Chen, Solution Design Director, e Experience, BSkyB
Eewei has worked in the New Media creative industry since 1993. He designed the first secure online musical distribution service (before iTunes!), launched the first online music publication (nme.com) and helped set up the design department for the first truly integrated design agency, Conchango, now EMC Consulting. At MSN International he delivered online experiences to over 550 million users worldwide. Eewei fell in love with the Agile software delivery philosophy as Creative Director at ThoughtWorks UK and started to establish himself as an industry design and agile thought leader.  Now as Solution Design Director at BSkyB, he collaborates with business stakeholders and works in close partnership with development and operations to shape their end to end B2C experience across all mobile, TV and internet devices. He strives to challenge the status quo to match business criteria to customer needs in order to deliver truly useful and delightful customer experiences.

Alberto Barreiro (ex ITV, Yahoo!)
Digital Creative Director and User Experience expert with more than 15 years of international experience. With a background in Art and Design, Alberto has been leading the design of large scale Internet portals like the Yahoo! Front page, producing constant innovation in the field of Social Media with his own company, Webjam; and more recently defining the new set of multiplatform products that compose ITV's digital presence. Alberto is a believer and an advocate of Design with a capital D, a discipline that emerges from the overlap of humanities and science and takes the improvement of the human experience as its material and its ultimate goal.

Javier Darriba, European CEO, UserZoom
Javier studied Law at the University of Barcelona, holds an MBA from ESADE Business School and University of Chicago. Before co-founding UserZoom, Javier worked as E-business Consultant at Kristina IBS (now Indra). Since 2007 Javier has been managing UserZoom and is motivated to make UserZoom the standard software solution in the market for online user experience research. When not UserZooming, Javier enjoys spending time with his family (he leads the team in number of kids, with 2 girls and 1 boy), reading, playing paddle tennis and practicing yoga.

Richard Wand, Director of User Experience, Fortune Cookie
Rich is Experience Director at Fortune Cookie and has spent the past 15 years creating experiences of one sort or another. When Rich Wand was studying the interactions of subatomic particles in his degree course, he couldn’t possibly foresee the intriguing collisions that would lead him to a career in Experience Design.   Prior to Fortune Cookie, Rich worked at Logica where he spent 8 years crafting experiences for clients such as NHS, Serious Fraud Office, Crown Prosecution Service and Metropolitan Police. He then worked for 7 years at EMC Consulting (ex-Conchango) where he nurtured his healthy obsession in putting people at the heart of the process to produce compelling customer experiences for fantastic brands such as Virgin, Dixons Retail, Tesco, John Lewis, ASOS and the BBC.  Now as Director of User Experience for Fortune Cookie,  Rich brings his specialisms in user experience, user-centred design and customer-driven innovation, advising clients in financial services, technology, automotive and other sectors. Rich confesses to using Twitter as  therapy, so expect a rich mix of user experience ramblings, digital nonsense and customer service frustrations if you join him at @wandster.

Carina Hoogeveen, Marketing Manager, UserZoom Ltd
Carina has more than 14 years’ experience working within the Online industry throughout Europe. She witnessed the dot com boom where she learned the fundamental importance of a reliable online shop window. During her time at Foviance and Keynote she worked with the leading brands experiencing first-hand the instrumental role that User Experience plays in maximising ROI from marketing spend and in creating effective conversion and retention strategies. As the Marketing Manager for UserZoom’s UK operation, Carina maintains and fosters strong relationships with clients and other major players in this region to develop new opportunities. A Dutch national, Carina has been in the UK for more than 17 years and lives with her clown husband Dingle Fingle and their two small children in The Chilterns just north of London. She has a passion for juicing and cooking, likes to travel and loves making people smile!







Have questions about UX Strategy - Measuring the Customer Experience? Contact Mixing Digital

When & Where

No.5 Cavendish Square
W1G 0PG London
United Kingdom

Wednesday, July 11, 2012 from 2:00 PM to 6:00 PM (BST)

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Mixing Digital

Mixing Digital is an event management agency specialising in working with digital, technology, ecommerce and media businesses to produce high quality professional events. In addition we run The Ecommerce Club a peer-to-peer community for retail and ecommerce professionals to be able to network, meet and share learnings at www.ecommerceclub.org

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UX Strategy - Measuring the Customer Experience
London Events Business

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