Usability Note No.6: Personalize the Customer Experience to be a Friendly One

  • Understand the customer’s own context, in terms of resources, process and desired outcomes. (e.g. nature, frequency, time, location, detail)
  • Adapt your website experience to match more closely to the customers’ behaviours and preferences.
  • Use tactile, visual and auditory cues
  • Match the organization’s brand and reputations (e.g. colours, graphic, layout, language, paper type, tone of voice), and to inform customers about the organization’s brand and values.
  • Friendly message  (e.g. soft colours, illustration)

Resources:
http://ijgolding.com/2014/03/15/white-paper-designing-improving-the-customer-experience-in-financial-services/

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Usability Note No.6: Personalize the Customer Experience to be a Friendly One

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