These days people expect more from a website than a handy set of tools and a pretty interface — they want an experience. From the moment somebody enters your site they’ll be judging you on everything from the way the site looks to the tone of your error messages. And they won’t just be judging you against other sites. They will be judging you on every customer experience they have ever had, from the rude man at the train station to the lovely hotel clerk that checked them in while on holiday. So in order to compete, we need to up our game and look at experiences both on and off-line.

In this session Andy Budd will look at 5 key factors that go into designing the perfect customer experience. By taking examples from the world around us, Andy will discuss how we can turn utilitarian experiences into something wonderful.

About the Speaker

Andy Budd

Clearleft, Founding Partner

Andy Budd is one of the founding partners at User Experience Design Consultancy, Clearleft. As an interaction design and usability specialist, Andy is a regular speaker at international conferences like Web Directions, An Event Apart and SXSW. Andy curates dconstruct.org, one of the most popular design conferences in the UK. He’s also responsible for UX London, The UK’s first dedicated Usability, Information Architecture and User Experience Design event.

Andy has helped judge several international design awards and currently sits on the advisory board for .Net magazine. Andy is the driving force behind Silverbackapp, a low‐cost usability testing tool for the Mac. Andy also wrote the best selling book, CSS Mastery and occasionally blogs at andybudd.com.