best User and Customer experience drives to market success
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1 best User and Customer experience drives to market success Terhi Räsänen, Marketing and Communication Manager Kero Uusitalo, UX Leader, Offering Development Rocla Oy Using UX to make a difference in the industry and business.
2 Rocla operation Rocla develops, manufacturers and markets electric warehouse trucks, forklifts and automated guided vehicles and provides solutions and services throughout the lifecycle. Mitsubishi and Cat branded warehouse and forklift trucks, designed and manufactured by Rocla, are being sold through extensive dealer network. Rocla is a part of Mitsubishi Nichiyu Forklift group, who has appointed Rocla as a global design center.
3 UX is one goal among others. Reliability UX targets Use of common platforms, lean production Safety, CE-compliance Cost structure, profitability UX designer alias technology developer Serviceability Features, performance, energy efficiency Time-to-market, project schedule
4 Different opinions and focus = confusion Technology engineer Industrial designer Product Mechanical engineer Mechanical engineer Industrial design Product planner Project Sales Testing Purchaser Mechanical engineer Testing engineer Marketing Technical support IT Production Purchaser
5 R&D Strategy Title EXPERIENCES TRANSFER Voit käyttää myös kokonaan värillisiä tai valkopohjaisia kalvoja esityksesi keskellä Kunhan alku- ja loppukalvot ovat pohjan mukaiset. Design the best user experience
6 How to design and create the best experience? Dealer experience Developer experience User experience Experience cycle Sales experience Brand experience Customer experience
7 experience grows at work Customer sites and drivers faces.
8 experience makes difference I will tell you This is good!(or not) Picture of a smiling Driver pointing at you.
9 UX turns to CX UXUS research: When users say they prefer to drive with these then we buy them. The most important thing is that employees like their working tools. It adds efficiency to work here. Picture of driver and Manager talking about Products.
10 UX turns to advantage in CX We like your truck! Great! Customer Salesperson
11 UX based value needs to be communicated. User Customer Sales Dealer Marketing
12 We are designing and creating experiences. In different touchpoints. For different people. How to communicate with sales and customers? How to get message through?
13 Launching first UX based forklift First electric counterbalance by Rocla. Materials and launch event designed to deliver best customer experience.
14 Launch makes UX touchable and creates WOW
15 Focused UX and CX creates loyalty in B2B and confidence
16 Great experience drives to profit Launch makes UX touchable First electric counterbalance truck designed and manufactured in Finland At launch event: NNN orders from attending dealers Today: more than NNN new forklift orders!
17 Focused UX and CX creates loyalty in B2B Technology Business Developer Technology engineer Aftersales Concept designer Industrial designer Technology engineer Product Product Production Manager Mechanical engineer Technical support Project Development Production Developer User UX CX Customer Purchaser IT Manager Testing Mechanical engineer Dealer Marketing Sales Testing engineer Industrial design
18 UX/BX/CX consistency results in better business EXPERIENCE =
19 Rocla`s gained competency level Benefits Product match to needs. Concurrent commerzialisation. Dealers trust to future has grown. More sales. Arguments in sales situations based on UX not price. Proudness of products. Easier service and maintenance. Internal Benefits More trust to R&D from mother company. More production to Finland. UX actions started to take place in company s other actions. R&D is more competent than ever. More focused employees and specialists. Being proud of one s work.
20
21 Rocla thanks UXUS program and all participating members! Thank You!
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