1. WHAT
2. for WHO
3. WHY
3.1. Definition
3.1.1. how a user interacts with
3.1.1.1. experiences a product, system or service
3.1.2. User experience is subjective. However, the attributes that make up the user experience are objective
3.1.3. attributes
3.1.3.1. includes all the users'
3.1.3.1.1. emotions
3.1.3.1.2. beliefs
3.1.3.1.3. preferences
3.1.3.1.4. perceptions
3.1.3.1.5. physical
3.1.3.1.6. psychological responses
3.1.3.1.7. behaviors
3.1.3.1.8. accomplishments
3.1.3.1.9. occur
3.1.4. factors that influence Ux
3.1.4.1. the system
3.1.4.2. the user
3.1.4.3. the context of use
4. HOW
4.1. clarifying the relation between user experience and usability
4.2. Customer - Demographic
4.2.1. Customer Type
4.2.1.1. Nhóm KH thường xuyên ăn cơm nhà
4.2.1.2. Nhóm KH thích tụ tập ăn uống
4.2.1.3. Nhóm KH rất bận rộn
4.2.1.4. Nhóm KH có người nhà cần người giúp đỡ
4.2.1.5. Nhóm KH siêu sang trọng
4.2.2. User Type
4.2.2.1. Cư dân Hyundai
4.2.3. Not-Customer type
4.2.3.1. Người thô lỗ, bất lịch sự
4.2.3.2. Người tiết kiệm + rảnh rỗi + chăm chỉ
4.2.3.3. Người quá kỹ tính, quá cao cấp
4.2.3.4. Người không tôn trọng những giá trị bền vững (người thích đồ dùng 1 lần, nhiều thói quen xấu,...)
4.3. Customer Journey
4.3.1. Touchpoint
4.3.1.1. Miro: the collaborative whiteboard platform for distributed teams
4.3.1.2. Service-product bundle
4.3.1.2.1. App
4.3.1.2.2. Facilitating goods - Yếu tố hữu hình KH sử dụng, tiêu thụ
4.3.1.2.3. Information
4.3.1.2.4. Explicit service
4.3.1.2.5. Implicit service
4.4. Voice of the customer
4.4.1. WHY
4.4.1.1. Definition
4.4.1.1.1. is how companies hear and listen to customer feedback about their brand, products and services
4.4.1.1.2. is “the customer’s voice, expectations, preferences, comments, of a product or service in discussion. It is the statement made by the customer on a particular product or service.”
4.4.1.1.3. a Voice of Customer analytics program is a structured system of
4.4.1.2. Goal
4.4.1.2.1. understand how people perceive and interact with brands, products, and services
4.4.1.2.2. creates colossal value
4.4.1.2.3. make informed
4.4.1.2.4. effective changes
4.4.2. HOW
4.4.2.1. OUTPUT
4.4.2.1.1. Outline the business value of good customer experiences
4.4.2.1.2. Demonstrate how to process customer feedback and reviews using text analytics and natural language processing
4.4.2.1.3. Explain how to use these insights to improve experiences and revenue
4.4.2.1.4. Show the value of building a multi-channel Voice of Customer analytics program
4.4.2.1.5. Suggest further reading and resources
4.4.2.2. How to Capture Voice of Customer
4.4.2.2.1. Collecting customer feedback
4.4.2.2.2. Voice of Customer platforms
4.4.2.2.3. Build an Effective VoC Analytics Program
4.4.3. WHAT
4.5. Cx design
4.5.1. Service interfaces