All Access: Customer Loyalty and Retention 2024
June 18, 2024
| Free CX Network Webinar Series
Aparna Unnikrishnan is a design leader in UX Design and Strategy, bringing over 17 years of experience to her work in the San Francisco Bay Area. Her work is at the intersection of design, technology & business. Her focus is on making technology more user-friendly and designing for experiences that matter to customers.
She holds a Master's degree in Design Strategy and Research from the Institute of Design at IIT, Chicago, and a Bachelor's in Product/UX Design from the National Institute of Design, India.
Currently, Aparna leads the Fire Tablets UX Design category at Amazon's Device Design and Services division. In this role, she oversees a team of designers, guiding the direction of Amazon's tech products. Over a span of 7 years at Amazon, she has been part of the design and development of more than twelve Alexa-enabled products working different design roles. Recently, she and her design team launched “Alexa Widgets and Widget Shortcuts” across multiple Echo Show devices (Alexa devices with screen). This feature brings more visibility to Alexa’s capabilities for quick access and day to day use.
As a professional in the area of UX Design and Strategy, Aparna’s career is dedicated to improving user experiences and driving the adoption of new technologies.
Before joining Amazon, Aparna worked with major companies such as SC Johnson & Sons, Whirlpool, and LG Electronics in various design capacities.
Day One - 18 June, 2024
11:00 AM How Amazon’s UX designers drive loyalty with customer-centric products through internal collaboration and rigorous test and learn
With 83 percent of people agreeing that “seamless experience across all devices” is important, and as digital interfaces increasingly serve as crucial touchpoints in the customer journey, user experience (UX) has never been more important in inspiring loyalty. Great UX combines function, form and aesthetics to create solutions that not only serve but delight customers and keep them coming back. Close collaboration between UX, product and research teams to define products and constantly test ideas is essential to ensure customer centric design that fulfils consumer demands.
In the current AI boom, humanizing technology is critical. Taking an empathetic approach to UX design based on customer feedback is essential to ensure that digital products remain human-centred.
Joining us to discuss this is Aparna Unnikrishnan, UX mentor and UX Design Manager for Tablets at Amazon. In this session we will examine the importance of collaboration between teams, and explore how business viability, user desirability and empathy for customers and collaborators come together to achieve UX that promotes loyalty and nurtures customer relationships.
Attendees to this session will learn more about:
- Taking a holistic approach to UX through collaboration with product, research and sales teams.
- Robust test and learn processes based on customer feedback to constantly refine products and improve customer experiences and retention.
- Humanizing technology that solves your customers’ problems in the age of AI.
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