Have you ever had a fantastic interaction with an organisation via their website only to find the wider experience a disappointment? You are not alone! For the next 10 minutes I’m going to discuss a couple of real-life examples from my work and personal life where organisations have either nailed it or hugely missed the mark. This will demonstrate the importance of a well-rounded and balanced customer centric approach. Good User Experience alone is not enough!
Jon Osborn is the Deputy Head of Role and Principal Business Analyst at the Department for Work and Pensions. Having spent the last decade working in both the private and public sector Jon has had the opportunity to experience change and service/software delivery in a number of different ways. Jon is motivated by improving services for users; currently working at DWP where users tend to interact with the organisation out of necessity, often choice is not a luxury they have. He believes that great teams are built on collaboration, shared responsibility and by embracing individuality and diversity.