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Why Your App Should Never Be Done - Forrester's CX Forum West 2012

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Published on Jan 2, 2013

Presented by Sven Folleras, Managing Director of Information Technology, FedEx Services, and Rebecca Flavin, Chief Executive Officer, EffectiveUI, at Forrester's Customer Experience Forum West, November 2012.

"Our web app is done!" -- Famous last words and possibly a sign of a bad user experience. What if your application was never actually done? FedEx Office takes exactly that approach -- its web-to-print solution, Print Online, constantly evolves based on close attention to customer feedback and ongoing iteration. This session explores how FedEx is building the industry's most intuitive web-to-print solution using an outside-in approach.

This session will answer the following questions:
• How do you incorporate customer feedback to also meet business goals?
• What kind of commitment is required to conduct ongoing usability testing?
• How can companies identify new products by listening to customer feedback?

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