cx REVIEW - cHAtGPT+

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I asked ChatGPT Plus "How could this adcept be improved?"  This was a CX Solution Prototype I designed in response to customer interview insights, pain points, empathy mapping, journey mapping, and STEEP trend analysis.  Here is what was recommended by ChatGPT+, my acceptance or rejection of the recommendation, and a brief analysis:

First off, ChatGPT+ began by stating "The adcept for "The Easy Health Checker Collar" provides a good starting point for communicating the benefits of the product."  A very encouraging start I must say -- before I was provided with ten ways to improve my design. These kind words, however, were greatly appreciated :-)

• "The sketches under "How?" should be clearer and possibly replaced with more refined illustrations or icons that easily convey the product's functionalities."
• "Consider using a consistent color palette that aligns with the brand's identity. This helps in making the adcept visually cohesive and more engaging."

Partly Accept - Why only partly accept this recommendation? Because the Adcept was strategically designed without wasting precious resources (such as time and money). Why waste time and money developing an Adcept for a prototype when customers might view it as not solving their pain point, irrelevant to them, impractical or even ridiculous. Feedback on the adcept provides valuable direction of the prototype. There is no doubt that the sketches should be more refined, however, it needs to be kept top of mind that this is meant to be a testing method -- and should be quick and inexpensive.

Accept - The recommendation to align with the brand's colour palette (to be taken from the logo which was already developed) will be adopted in a redesign. 

• "Prioritize the most critical benefits. For instance, "No Expensive Vet Bills" seems to be a primary advantage and could be highlighted more prominently."
• The title "The Easy Health Checker Collar" should be more prominent to immediately grab attention."

Accept - A redesign would definitely incorporate this recommendation. Even just a simple colour change to make the benefits and title pop.

• "The "Why?" section seems a bit verbose. Aim for concise, punchy bullet points that quickly convey the product's value propositions."
• "Avoid jargon or overly technical terms. The goal is to make the information accessible to a wide range of audiences."

Accept - These recommendations will be adopted. I would suggest that the "jargon" and "overly technical terms" refer to the second paragraph of the "Why" section. This will be reworded in a redesign.

• "Highlight that vitals are sent to a "cloud-based database" and the remote capabilities of the collar, as these are innovative features that can set the product apart."

Accept  

• "Consider including a high-quality image of the actual collar, if available. This gives potential customers a tangible sense of the product."
• "Use imagery to show animals wearing the collar in a home setting to visually reinforce the benefits."

Accept 

• "If you have positive feedback from early users or endorsements from vets, consider including a quote or two. This adds credibility to the product."

Accept - 100%

• "If this adcept is used for promotional purposes, always include a clear call to action (e.g., "Learn More" or "Buy Now") to guide the audience on the next steps."

Accept - depending on the purpose of the adcept, this feature could be implemented. For face-to-face testing in order to collect an overview of opinions, responses and gauge general sentiment, this feature is not relevant. If online customer testing, however, the "Learn More" feature  could be added to provide customers with further information. 

• "Ensure that the brand's logo or name is visible and aligns with the overall design."

Accept

• "If there are common questions or concerns about the product (e.g., safety, accuracy), consider addressing them briefly in the adcept to preemptively ease potential customers' worries."

Accept - The interview did actually bring up safety concerns by the customer and addressing this in the adcept is a great idea!

• "Ensure that text alignments, font sizes, and styles are consistent throughout the adcept for a polished look."

Accept

I asked ChatGPT Plus "What questions and considerations could be included in a "desirability, feasibility and viability analysis" of the attached prototype?" which was presented in the adcept. 

A number of questions and considerations were provided under each component of the analysis. I was blown away with the relevancy of the responses. There is no doubt that it is a powerful CX tool. 

"1. Desirability: Is the solution desirable for the target audience?

Questions:

• Do pet owners perceive a real need for this health checker collar?
• How do pets react to wearing the collar? Is it comfortable for them?
• What are the privacy concerns related to the continuous collection of pet data?
• How do the features compare to existing or competing solutions?
• How intuitive and user-friendly is the system interface for pet owners?

Considerations:

• The emotional connection and comfort level of the pet with the device.
• The clarity and comprehensibility of the solution's benefits to potential users.
• Any potential unintended negative consequences or misuse of the product."

I asked ChatGPT Plus "How can the attached aspirational experience map be improved?" . This was a component of the Case Study, completed for the CX Strategy and Design course.

Here are ChatGPT+'s design improvement recommendations:

• "Emphasize Key Stages: Use color coding, bold fonts, or larger boxes to make the primary stages (Enter, Explore, Ask, Exit, Extend) stand out."

• "Consistent Imagery: Ensure that the icons and images used are consistent in style and size."

Accept

• "Even in an aspirational map, acknowledging potential challenges or barriers can provide context and lead to proactive solutions."

• "Add a row / column where potential customer concerns or barriers at each phase are listed."

Accept - This appears to be different to the "pains relieved" swim lane already featured on the Aspirational Map. It refers to "potential" challenges, concerns or barriers that could be present / arise from the new customer journey. Awesome! Adopted!

• "Instead of generic smiley faces, use a wider range of emoticons that can convey a broader spectrum of emotions like excitement, apprehension, satisfaction, etc."

Accept

• "Indicate areas where customers can provide feedback. This helps in continuous improvement and ensures the experience remains aligned with customer needs."

Accept - I was initially confused about this recommendation as the map is not for customer viewing. Then I worked it out. A fundamental component of CX is feedback and continual improvement / refinement to optimise customer experience. As such, ChatGPT+ is referring to actually marking points on the map where the brand can gather customer feedback. Makes sense now. I never thought about that and believe it is a powerful recommendation.

• "Add a section where actionable steps or recommendations for each phase are mentioned. This can guide the team in actual implementation."

Accept 

• "Consider associating relevant KPIs or metrics with each phase. For instance, for the 'Enter' phase, a KPI could be 'Number of successful logins' or 'Website traffic."

Accept - Awesome recommendation. 

• "Clearly mention whether each touchpoint is digital or physical. This distinction can guide the design and delivery of each interaction."

Accept

• "Indicating the time duration for each phase can give a better sense of the journey's pace and identify areas that might need streamlining."

Accept - 100%

• "Instead of or in addition to icons, consider using real photographs or more detailed illustrations to give a more authentic feel."

Accept - valid as it meant to provide understanding and accurately convey a customer's journey. Real photos will add depth to this understanding.

• "Ensure that all terms and icons are easily understood. Consider adding a legend or glossary if specific symbols or terminology are used."

Accept - 100% on board.

• "If the service caters to different customer segments, consider creating separate journey maps or indicate variations in the journey for each segment."

Accept

• "Highlight any tech integrations that enhance the experience. For instance, if there's a mobile app for the service, how does it tie into the overall journey?"

Accept

• "Indicate how the service adapts to unexpected events or changes in customer needs during their journey."

Accept 

• "Make sure the map is optimized for both digital viewing (with interactive elements, if possible) and printed formats."

Accept

• "Add a section or footnote indicating the map's version or last updated date. This helps in tracking changes and ensures that everyone refers to the most recent version."

Accept - Another awesome best-practice recommendation.