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Customer Journey Hype

Vladimir Melnikov
Vladimir Melnikov

My personal journey to the Customer Journey Methodology

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Customer Journey, Hype Cycle 亳亠从 舒仆仆亳仆亞舒-ﾐ覚却舒 仗亳 于仆亠亟亠仆亳亳 CJM 仍舒亟亳仄亳 亠仍仆亳从仂于 仍舒于舒 CX 仗舒从亳从亳, The Boston Consulting Group 亳于亠!
仄仂亠亶 亢亳亰仆亳 舒仍仂 仍亳从仂仄 仄仆仂亞仂CJM 仗仂亠从仂于 仂仂仂 仍亳 仂?
仂磦仍亠仆亳亠 亠仄 Customer Journey Analytics 亠 仂 亢亠 亟亠仍舒ﾑ: Digital Marketing Hype Cycle 2015
https://medium.com/@shahrsays/dont-make-a-journey-map-9-archetypes-of-good-bad-and- how-to-decide-what-to-use-d65abd30ec6f 仆亠 仂仍从仂 仄仆亠 仗亳仍仂 仂 于 亞仂仍仂于 仍亳 舒从仂亶 仄仂亟仆亶, 仂 仗仂亠仄 仄亠仆仂亠仆亳亠, 仂 CJM 仆亠磦仍磳 仗仂亟仂亟亳仄 亳仆仄亠仆仂仄 亟仍 从舒亢亟仂亞仂 仄仂亠亞仂 仗仂亠从舒? 仂磦仍亠仆亳亠 亳仆仆仂于舒亳亳 亳从 亰舒于亠仆仆 仂亢亳亟舒仆亳亶 丕亠仍亠 舒亰仂舒仂于舒仆亳 弌从仍仂仆 仗仂于亠亠仆亳 仍舒仂 仗仂亟从亳于仆仂亳 亳亟亳仄仂 亠仄 2016 2017 2018 2015 亠仍亳 于亠亳 Gartner, 仂 于 2018 亠仄舒 于亠 亠亠 仆舒 舒亶仗亠
71% 仍舒亠于 仂 仂 亟仂于仍亠于仂亠仆仆仂亳 从仍亳亠仆仂于 53% 于亠仍亳亠仆亳亠 NPS 48% 仆亳亢亠仆亳亠 仆亠亞舒亳于仆 仂弍舒亠仆亳亶 40% 仄亠仆亠仆亳亠 仂仂从舒 从仍亳亠仆仂于 * 248 CX 仗仂亠亳仂仆舒仍仂于 亳亰 EMEA, North America and Asia-Paci鍖c - 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com 67% CX 仗仂亠亳仂仆舒仍仂于 亳仗仂仍亰ﾑ CJM 于 于仂亠亶 舒弍仂亠 85% 亳亰 亠, 从仂 亳仗仂仍亰亠 CJM, 亞仂于仂 仂 仗仂仍仂亢亳亠仍仆 亠亰仍舒舒: 30% 仂仗仂亠仆仆 仆亠 亟仂于仍亠于仂亠仆 亠亰仍舒舒仄亳* 60% 亳亰 亠, 从仂 亳仗仂仍亰亠 CJM, 亞仂于仂 仂仆亳亰从仂仄 从舒亠于亠 亳仆舒亶仂于 亳仂亠于ﾑ亳 弍舒亠舒 于仆亳 从仂仄仗舒仆亳亳 33%
弌舒仄仂于亠亠仆仆仂 仗 亳从 仗仂亳 仂仗舒 仂舒礌亳 仍舒仂 亳仍 仂 仂 亟舒! 舒从 亢亠 弍亠从仂仆亠仆仂 亞亠仆亳舒仍亠仆 亳亳仆仆仂于舒亳仂仆亠仆! 亠仆 于亠 仂弍仄舒仆仍亳, 仗仂仍仆仂亠 亞仂于仆仂, 仆亳 仆舒 仂 仆亠 仗仂仂弍亠仆 :( 丼仂 亰舒 仗亳亟从亳 舒 仗仂亳亞 CJM 亟仍 CJM: 亅亠从 舒仆仆亳仆亞舒-ﾐ覚却舒
弌于亠 仂亢亳亟舒仆亳亶 33% 仂仍仂亢亳亠仍仆亶 62% 亠 亠从舒 5% 弌于亠 仂亢亳亟舒仆亳亶 45% 仂仍仂亢亳亠仍仆亶 55% 弌于亠 仂亢亳亟舒仆亳亶 33% 仂仍仂亢亳亠仍仆亶 67% 弌于亠 仂亢亳亟舒仆亳亶 58% 仂仍仂亢亳亠仍仆亶 42% 32% 舒仆亳从仂于 30% 20% 18% 仗 仗亳仄亠仆亠仆亳 CJM 仄亠仆亠亠 亞仂亟舒 13 亞仂亟舒 35 仍亠 仂仍亠亠 5 仍亠 丼亠仄 亟仂仍亠 仗亳仄亠仆ﾑ CJM, 亠仄 仍亠 亠从* * 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com 仂仍亠仆仆亶 亠从
弌舒仄仂于亠亠仆仆仂 仗 亳从 仗仂亳 仂仗舒 仂舒礌亳 仍舒仂 亳仍 仂亠仄 仂从舒亰舒仍? 舒从 于弍亳舒仍 亳亰 仗仂仗舒亳: 3 仗仂 仍仂于从亳
Phase Carefree spending Saving for something Carefree spending Reserve fund saving Carefree spending Goals and actions Emotions Needs To feel satisfaction To achieve goal To be independent To reword To feel secure To compensate Frustrations Loss aversion !! Hyperbolic discounting Loss aversion !! Hyperbolic discounting Opportunities Saving is a virtual buy Self-ful鍖llment motive Saving is a virtual buy Fear motive CJM example for Helen Wish who wants to save, tries but systematically fails Spend money Save more Enjoy an achievement Blame herself Save as much aspossible Blame herself Understands that spends all she earns, get scary Spend all earned Aware and make decision to save Spend on something else Buy Spend on something else Save on payday 弌仍仂亢仆仂 1: 个仂仄舒 亳 亠仄亳仆仂仍仂亞亳
舒仆仆亠 亟亳从ﾑ 仂仄 亳 仆亠 舒仆亟舒仆仂亞仂 舒弍仍仂仆舒
亠仂仆 仗仂 JTBD
CJM 仗仂磦仍ﾑ 弍仍仂从亳 仗仂 于亰舒亳仄仂亟亠亶于亳亠 UI
仍亳 于 亳仗仂仍亰亠亠 仂 仂仍从仂 于仆亳 从仂仄舒仆亟
仍亳 亠亠 仗仂亠
仂 于亠 亠亠 CJM 亳仍亳 亢亠 仂-仂 亟亞仂亠? 仍亳 仂 仗 从仍亳亠仆舒, 仂 仗仂亠仄 仄 舒仄舒亳于舒亠仄 仂仍从仂 仂亟亳仆 亠亟亳仆于亠仆仆亶 仗仂亟从? 丼仂 于舒亢仆亠亠: Product/Service Experience 亳仍亳 Persona Experience? 舒从 仂于仄亠亳 CJM 亳 User Flow? 舒 舒仄仂仄 亟亠仍亠 仂 于仂仂弍亠 仆亠 于舒亢仆仂. 舒亢仆仂 仂仗亳舒 仗仂仍亠亟仂于舒亠仍仆仂 亟亠亶于亳亶 亠仍仂于亠从舒 于 仗仂亠亠 亟仂亳亢亠仆亳 亠亞仂 亠仍亳 亳 仂弍仆亳 仄仂亟亠仍 仗亳仆亳 亠亠仆亳亶. 舒 仗仂亳亞
仂亞亳仆 亠亞亳舒亳 (D仂舒仆仂于仍亠仆亳亠) SMS (仂亟于亠亢亟亠仆亳亠) 仂亰亟舒于仍亠仆亳亠 弌仄亠仆舒 仗舒仂仍 SMS (仂亟于亠亢亟亠仆亳亠) 仂亞亳仆 舒弍亳仆亠 仂亟从仍ﾑ亠仆亳亠 (8x) 仂舒仆仂于仍亠仆亳亠 (8x) 于仂亳亰舒亳 (3x) 弌仍仂亢仆仂 2: 亠仍亳仆亠亶仆仂 亳 亠亞仍仆仂亠 亳仗仂仍亰仂于舒仆亳亠
亊亟仂: 丐仂于舒, 亠仄, 弍仍仂从亳 亠仄 仍亳亠仆 仂亠从 舒仆仆亠 仗仍舒舒 亳 仄仂亟亠舒亳 亠亞亳舒亳 亳弍仍亳仂亠从舒 仂弍亠从仂于 亳 亠亳从亳 亠从于亳亰亳 仗仍舒亠亢亠亶 亳仗亠亟舒于亳亠仍亳 弌仗亳仂从 从仍亳亠仆仂于 弌从舒 弌亠仄舒仆亳从舒 个亳仍 仂仄仂亞舒亠仗仂亟弍仂 个亳仍 弍磶舒亠仍仆亶 亞舒仆亳亠仆亳: ﾐ莞勤却 亳 舒于从亳 个亳仍 仗亳仂仆舒仍仆亶 个舒亰, 于仍仂亢从舒, 仄亳仆-仍仂于舒, 弍仍仂从亳 舒亰 亳仗亠亠亞仗仗亳仂于从舒 (仍 从舒亢亟仂亞仂 弍仍仂从舒 亠仄) 丕仍仂于亳 亠舒仍仆仂亳 仗仂亠 仄仂亢亠 弍 仆舒仄仆仂亞仂 仍仂亢仆亠亠
舒仆亢亳亠仄 亳仗仂 于舒亢仆仂亳 舒从亳 亠仆舒亳亠于 仄仂亢亠 仂从舒亰舒 仗舒舒 亟亠从仂于
仂亞亟舒 仂 于仂仂弍亠 仆亠仗仂亟亟舒亠 于亳亰舒仍亳亰舒亳亳 丱仂 仆舒 舒仄仂仄 亟亠仍亠 亳 仂 仆亠 舒从 于舒亢仆仂. 舒亢仆仂 仗仂仄仆亳, 仂 仂仆仂于仆舒 亠仍 仂弍仆亳 从仂仄舒仆亟亠, 舒 仆亠 亟亠仍舒 从舒亳于亶 仂亠. 仂仄亠 仂亞仂 亠弍亠 仗仂仂礌仆仂亠 仂弍仆仂于仍亠仆亳亠, .从.仂 亟舒亠 弍仂仍亳亶 亠从 亟仍 从仂仄仗舒仆亳亳: 亠仍亳 仗仂于仂亟亳 CJM 舒亰 于 仄亠, 仂 亠从亳于仆仂 于亠仍亳亳于舒亠 于 2 舒亰舒 仗仂 舒于仆亠仆亳 从舒亳仂于舒仆亳亠仄 舒亰 于 亞仂亟*. 亠 弍仂仍亠 于仂于仍亠亠仆亳! * 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com
舒从舒亰于舒亶亠 亳仂亳亳, 舒 亳仂于舒 弍亟亠亠 仗仂仂仄
弌仍仂亢仆仂 3: 从舒亢亟仂仄 仗仂亟舒亰亟亠仍亠仆亳亳 于仂亶 CJM 10 Copyright息2018byTheBostonConsultingGroup,Inc.Allrightsreserved. 1. E2E Digital Journey Map Example output: Current journey map Current journey Setup Support ManageInform and apply Journey stages Expressed from bank perspective e.g., Trigger and customer view I decide and apply for the account Customer pain points Highlighted at each sub stage. High points and low points identified; often includes emotions Process pain points Backend process issues that cause each pain point Process Description Description of current backend process for each major channel Opportunity areas To demonstrate sufficient coverage of opportunity areas, may be helpful to map across journey map Customer Experience Baseline 2.1.1 Not for client distribution 亳仂亟亳亠 于BCG
25 亠仆磡, 仂亳 BCG 从舒 仍亠从亳 舒从 于弍舒 仗仂亠从 亳 仆亠 仂弍仍舒亢舒: 仂于亠 舒仄弍亳亳仂亰仆仄 UX-仗亠亳舒仍亳舒仄 亳 仗仂亟从仂于仄 亟亳亰舒亶仆亠舒仄, 从仂仂亠 仄亠舒ﾑ 亳亰仄亠仆亳 仄亳 仍舒亟亳仄亳 亠仍仆亳从仂于 this.is.melnikov@gmail.com facebook.com/vladimir.b.melnikov

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Customer Journey Hype

  • 1. Customer Journey, Hype Cycle 亳亠从 舒仆仆亳仆亞舒-ﾐ覚却舒 仗亳 于仆亠亟亠仆亳亳 CJM 仍舒亟亳仄亳 亠仍仆亳从仂于 仍舒于舒 CX 仗舒从亳从亳, The Boston Consulting Group 亳于亠!
  • 2. 仄仂亠亶 亢亳亰仆亳 舒仍仂 仍亳从仂仄 仄仆仂亞仂CJM 仗仂亠从仂于 仂仂仂 仍亳 仂?
  • 3. 仂磦仍亠仆亳亠 亠仄 Customer Journey Analytics 亠 仂 亢亠 亟亠仍舒ﾑ: Digital Marketing Hype Cycle 2015
  • 4. https://medium.com/@shahrsays/dont-make-a-journey-map-9-archetypes-of-good-bad-and- how-to-decide-what-to-use-d65abd30ec6f 仆亠 仂仍从仂 仄仆亠 仗亳仍仂 仂 于 亞仂仍仂于 仍亳 舒从仂亶 仄仂亟仆亶, 仂 仗仂亠仄 仄亠仆仂亠仆亳亠, 仂 CJM 仆亠磦仍磳 仗仂亟仂亟亳仄 亳仆仄亠仆仂仄 亟仍 从舒亢亟仂亞仂 仄仂亠亞仂 仗仂亠从舒? 仂磦仍亠仆亳亠 亳仆仆仂于舒亳亳 亳从 亰舒于亠仆仆 仂亢亳亟舒仆亳亶 丕亠仍亠 舒亰仂舒仂于舒仆亳 弌从仍仂仆 仗仂于亠亠仆亳 仍舒仂 仗仂亟从亳于仆仂亳 亳亟亳仄仂 亠仄 2016 2017 2018 2015 亠仍亳 于亠亳 Gartner, 仂 于 2018 亠仄舒 于亠 亠亠 仆舒 舒亶仗亠
  • 5. 71% 仍舒亠于 仂 仂 亟仂于仍亠于仂亠仆仆仂亳 从仍亳亠仆仂于 53% 于亠仍亳亠仆亳亠 NPS 48% 仆亳亢亠仆亳亠 仆亠亞舒亳于仆 仂弍舒亠仆亳亶 40% 仄亠仆亠仆亳亠 仂仂从舒 从仍亳亠仆仂于 * 248 CX 仗仂亠亳仂仆舒仍仂于 亳亰 EMEA, North America and Asia-Paci鍖c - 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com 67% CX 仗仂亠亳仂仆舒仍仂于 亳仗仂仍亰ﾑ CJM 于 于仂亠亶 舒弍仂亠 85% 亳亰 亠, 从仂 亳仗仂仍亰亠 CJM, 亞仂于仂 仂 仗仂仍仂亢亳亠仍仆 亠亰仍舒舒: 30% 仂仗仂亠仆仆 仆亠 亟仂于仍亠于仂亠仆 亠亰仍舒舒仄亳* 60% 亳亰 亠, 从仂 亳仗仂仍亰亠 CJM, 亞仂于仂 仂仆亳亰从仂仄 从舒亠于亠 亳仆舒亶仂于 亳仂亠于ﾑ亳 弍舒亠舒 于仆亳 从仂仄仗舒仆亳亳 33%
  • 6. 弌舒仄仂于亠亠仆仆仂 仗 亳从 仗仂亳 仂仗舒 仂舒礌亳 仍舒仂 亳仍 仂 仂 亟舒! 舒从 亢亠 弍亠从仂仆亠仆仂 亞亠仆亳舒仍亠仆 亳亳仆仆仂于舒亳仂仆亠仆! 亠仆 于亠 仂弍仄舒仆仍亳, 仗仂仍仆仂亠 亞仂于仆仂, 仆亳 仆舒 仂 仆亠 仗仂仂弍亠仆 :( 丼仂 亰舒 仗亳亟从亳 舒 仗仂亳亞 CJM 亟仍 CJM: 亅亠从 舒仆仆亳仆亞舒-ﾐ覚却舒
  • 7. 弌于亠 仂亢亳亟舒仆亳亶 33% 仂仍仂亢亳亠仍仆亶 62% 亠 亠从舒 5% 弌于亠 仂亢亳亟舒仆亳亶 45% 仂仍仂亢亳亠仍仆亶 55% 弌于亠 仂亢亳亟舒仆亳亶 33% 仂仍仂亢亳亠仍仆亶 67% 弌于亠 仂亢亳亟舒仆亳亶 58% 仂仍仂亢亳亠仍仆亶 42% 32% 舒仆亳从仂于 30% 20% 18% 仗 仗亳仄亠仆亠仆亳 CJM 仄亠仆亠亠 亞仂亟舒 13 亞仂亟舒 35 仍亠 仂仍亠亠 5 仍亠 丼亠仄 亟仂仍亠 仗亳仄亠仆ﾑ CJM, 亠仄 仍亠 亠从* * 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com 仂仍亠仆仆亶 亠从
  • 8. 弌舒仄仂于亠亠仆仆仂 仗 亳从 仗仂亳 仂仗舒 仂舒礌亳 仍舒仂 亳仍 仂亠仄 仂从舒亰舒仍? 舒从 于弍亳舒仍 亳亰 仗仂仗舒亳: 3 仗仂 仍仂于从亳
  • 9. Phase Carefree spending Saving for something Carefree spending Reserve fund saving Carefree spending Goals and actions Emotions Needs To feel satisfaction To achieve goal To be independent To reword To feel secure To compensate Frustrations Loss aversion !! Hyperbolic discounting Loss aversion !! Hyperbolic discounting Opportunities Saving is a virtual buy Self-ful鍖llment motive Saving is a virtual buy Fear motive CJM example for Helen Wish who wants to save, tries but systematically fails Spend money Save more Enjoy an achievement Blame herself Save as much aspossible Blame herself Understands that spends all she earns, get scary Spend all earned Aware and make decision to save Spend on something else Buy Spend on something else Save on payday 弌仍仂亢仆仂 1: 个仂仄舒 亳 亠仄亳仆仂仍仂亞亳
  • 10. 舒仆仆亠 亟亳从ﾑ 仂仄 亳 仆亠 舒仆亟舒仆仂亞仂 舒弍仍仂仆舒
  • 12. CJM 仗仂磦仍ﾑ 弍仍仂从亳 仗仂 于亰舒亳仄仂亟亠亶于亳亠 UI
  • 13. 仍亳 于 亳仗仂仍亰亠亠 仂 仂仍从仂 于仆亳 从仂仄舒仆亟
  • 15. 仂 于亠 亠亠 CJM 亳仍亳 亢亠 仂-仂 亟亞仂亠? 仍亳 仂 仗 从仍亳亠仆舒, 仂 仗仂亠仄 仄 舒仄舒亳于舒亠仄 仂仍从仂 仂亟亳仆 亠亟亳仆于亠仆仆亶 仗仂亟从? 丼仂 于舒亢仆亠亠: Product/Service Experience 亳仍亳 Persona Experience? 舒从 仂于仄亠亳 CJM 亳 User Flow? 舒 舒仄仂仄 亟亠仍亠 仂 于仂仂弍亠 仆亠 于舒亢仆仂. 舒亢仆仂 仂仗亳舒 仗仂仍亠亟仂于舒亠仍仆仂 亟亠亶于亳亶 亠仍仂于亠从舒 于 仗仂亠亠 亟仂亳亢亠仆亳 亠亞仂 亠仍亳 亳 仂弍仆亳 仄仂亟亠仍 仗亳仆亳 亠亠仆亳亶. 舒 仗仂亳亞
  • 16. 仂亞亳仆 亠亞亳舒亳 (D仂舒仆仂于仍亠仆亳亠) SMS (仂亟于亠亢亟亠仆亳亠) 仂亰亟舒于仍亠仆亳亠 弌仄亠仆舒 仗舒仂仍 SMS (仂亟于亠亢亟亠仆亳亠) 仂亞亳仆 舒弍亳仆亠 仂亟从仍ﾑ亠仆亳亠 (8x) 仂舒仆仂于仍亠仆亳亠 (8x) 于仂亳亰舒亳 (3x) 弌仍仂亢仆仂 2: 亠仍亳仆亠亶仆仂 亳 亠亞仍仆仂亠 亳仗仂仍亰仂于舒仆亳亠
  • 17. 亊亟仂: 丐仂于舒, 亠仄, 弍仍仂从亳 亠仄 仍亳亠仆 仂亠从 舒仆仆亠 仗仍舒舒 亳 仄仂亟亠舒亳 亠亞亳舒亳 亳弍仍亳仂亠从舒 仂弍亠从仂于 亳 亠亳从亳 亠从于亳亰亳 仗仍舒亠亢亠亶 亳仗亠亟舒于亳亠仍亳 弌仗亳仂从 从仍亳亠仆仂于 弌从舒 弌亠仄舒仆亳从舒 个亳仍 仂仄仂亞舒亠仗仂亟弍仂 个亳仍 弍磶舒亠仍仆亶 亞舒仆亳亠仆亳: ﾐ莞勤却 亳 舒于从亳 个亳仍 仗亳仂仆舒仍仆亶 个舒亰, 于仍仂亢从舒, 仄亳仆-仍仂于舒, 弍仍仂从亳 舒亰 亳仗亠亠亞仗仗亳仂于从舒 (仍 从舒亢亟仂亞仂 弍仍仂从舒 亠仄) 丕仍仂于亳 亠舒仍仆仂亳 仗仂亠 仄仂亢亠 弍 仆舒仄仆仂亞仂 仍仂亢仆亠亠
  • 18. 舒仆亢亳亠仄 亳仗仂 于舒亢仆仂亳 舒从亳 亠仆舒亳亠于 仄仂亢亠 仂从舒亰舒 仗舒舒 亟亠从仂于
  • 19. 仂亞亟舒 仂 于仂仂弍亠 仆亠仗仂亟亟舒亠 于亳亰舒仍亳亰舒亳亳 丱仂 仆舒 舒仄仂仄 亟亠仍亠 亳 仂 仆亠 舒从 于舒亢仆仂. 舒亢仆仂 仗仂仄仆亳, 仂 仂仆仂于仆舒 亠仍 仂弍仆亳 从仂仄舒仆亟亠, 舒 仆亠 亟亠仍舒 从舒亳于亶 仂亠. 仂仄亠 仂亞仂 亠弍亠 仗仂仂礌仆仂亠 仂弍仆仂于仍亠仆亳亠, .从.仂 亟舒亠 弍仂仍亳亶 亠从 亟仍 从仂仄仗舒仆亳亳: 亠仍亳 仗仂于仂亟亳 CJM 舒亰 于 仄亠, 仂 亠从亳于仆仂 于亠仍亳亳于舒亠 于 2 舒亰舒 仗仂 舒于仆亠仆亳 从舒亳仂于舒仆亳亠仄 舒亰 于 亞仂亟*. 亠 弍仂仍亠 于仂于仍亠亠仆亳! * 仂仆亳从: Customer journey mapping research report 2018, www.mycustomer.com
  • 20. 舒从舒亰于舒亶亠 亳仂亳亳, 舒 亳仂于舒 弍亟亠亠 仗仂仂仄
  • 21. 弌仍仂亢仆仂 3: 从舒亢亟仂仄 仗仂亟舒亰亟亠仍亠仆亳亳 于仂亶 CJM 10 Copyright息2018byTheBostonConsultingGroup,Inc.Allrightsreserved. 1. E2E Digital Journey Map Example output: Current journey map Current journey Setup Support ManageInform and apply Journey stages Expressed from bank perspective e.g., Trigger and customer view I decide and apply for the account Customer pain points Highlighted at each sub stage. High points and low points identified; often includes emotions Process pain points Backend process issues that cause each pain point Process Description Description of current backend process for each major channel Opportunity areas To demonstrate sufficient coverage of opportunity areas, may be helpful to map across journey map Customer Experience Baseline 2.1.1 Not for client distribution 亳仂亟亳亠 于BCG
  • 22. 25 亠仆磡, 仂亳 BCG 从舒 仍亠从亳 舒从 于弍舒 仗仂亠从 亳 仆亠 仂弍仍舒亢舒: 仂于亠 舒仄弍亳亳仂亰仆仄 UX-仗亠亳舒仍亳舒仄 亳 仗仂亟从仂于仄 亟亳亰舒亶仆亠舒仄, 从仂仂亠 仄亠舒ﾑ 亳亰仄亠仆亳 仄亳 仍舒亟亳仄亳 亠仍仆亳从仂于 this.is.melnikov@gmail.com facebook.com/vladimir.b.melnikov