{"id":916,"date":"2016-02-09T16:19:42","date_gmt":"2016-02-09T16:19:42","guid":{"rendered":"https:\/\/marvel7077.wpengine.com\/?p=916"},"modified":"2018-06-16T12:18:11","modified_gmt":"2018-06-16T11:18:11","slug":"a-new-focus-on-customer-experience-2","status":"publish","type":"post","link":"https:\/\/marvelapp.com\/blog\/a-new-focus-on-customer-experience-2\/","title":{"rendered":"A new focus on customer experience"},"content":{"rendered":"<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">A 2015 report from Econsultancy and Adobe entitled '<a class=\"link link--blue fontWeight-4\"href=\"https:\/\/econsultancy.com\/reports\/the-future-of-agencies\/\" target=\"_blank\">The Future of Agencies: The progression of agency value in a digital world<\/a>'\u00a0found that \u2018customer experience\u2019 was seen as the most exciting opportunity by the 500 mid-level to senior-level agency practitioners surveyed. The creation of Marvel pre-empted this finding \u2014 co-founded by ex-agency employees, Marvel is a product <em>of<\/em> the creative industry, as much as it is one <em>for<\/em> the creative industry.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">A key takeout from the report was how many agencies are now focusing on customer experience and are \u201crapidly expanding capabilities to position themselves differently \u2013 from delivering services across discrete channels to designing, staging and optimizing experiences across paid\/owned\/earned channels, and ultimately, to guiding transformations in the client organization itself\u201d.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">As one of the leading global marketing and technology agencies,<a class=\"link link--blue fontWeight-4\"href=\"http:\/\/www.digitaslbi.com\/uk\/\" target=\"_blank\"> DigitasLBi<\/a> are at the forefront of this movement. They have 40 offices around the world and more than 6,700 digital experts across strategy, creativity, media and technology. Within their industry they are respected, revered and awarded. Marvel is used throughout the business, bringing customer experience ideas to life in a way that\u2019s changed the way teams communicate, and clients are won over.<\/p>\n<div id='gallery-1' class='gallery galleryid-916 gallery-columns-2 gallery-size-full'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_21_recce.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_21_recce.jpg 1000w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_21_recce-600x400.jpg 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_21_recce-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\t\t\t<\/dt><\/dl><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_8_recce.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_8_recce.jpg 1000w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_8_recce-600x400.jpg 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/LBi_8_recce-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\u201cOur Head of Mobile used it on a project first,\" said Alan Chu, an Associate Designer at DigitasLBi. \"Everyone on his team loved it and then went on to use it on other projects. It\u2019s how things get adopted here. Both Marvel and Sketch made production as fluid as possible, allowing more time for creativity. The integration of the two was a clincher for us.\u201d<\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cMarvel has rippled through the agency\u201d<\/p><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\u201cThe pregnancy app we built for Mumsnet had some unusual ergonomic and navigational aspects. Marvel allowed us to mock up several variations and test really quickly with mums. The final prototype that we presented to the client was much more compelling as a result and really helped them to trust us and go for it. It was the coolest way to document it and fun to do\u201d.<\/p>\n<div id='gallery-2' class='gallery galleryid-916 gallery-columns-2 gallery-size-full'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3239_adj.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3239_adj.jpg 1000w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3239_adj-600x400.jpg 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3239_adj-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\t\t\t<\/dt><\/dl><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3120_adj.jpg\" class=\"attachment-full size-full\" alt=\"Digitas LBi - Marvel Case Study\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3120_adj.jpg 1000w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3120_adj-600x400.jpg 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-3120_adj-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">The report also uncovered the emergence of \"a new \u2018full-service\u2019 business model ... that is blending front-end, marketing, design and communications capabilities with back-end technology and integration\u201d. Helen Fuchs (Executive Creative Director), John Roche (UX Designer), and Alan Chu talked about how Marvel has enabled their blended teams to work holistically across skill sets, timezones and development stages. \u201cWe use it in three ways,\u201d explained Roche, \u201cfirstly, it allows developers to work more closely with designers. Secondly, it\u2019s a place to show clients our work in context and get a sense of how it will feel. And lastly, we use it for user testing with our client\u2019s customers to be sure it works for them, in their lives\u201d. He went on to describe a project that had one team spanning London, Hong Kong and Nice. \u201cPrototyping used to be quite waterfall. Now, it\u2019s a lovely collaborative thing where the prototype becomes the common point we work on together\u201d, said Fuchs.<\/p>\n<div id='gallery-3' class='gallery galleryid-916 gallery-columns-1 gallery-size-full'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2863_adj.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2863_adj.jpg 1000w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2863_adj-600x400.jpg 600w, https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2863_adj-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Pitching and client meetings is where Marvel has made the most dramatic impact. \u201cI used to have to be really good at mime\u201d, joked Roche as he described the dramatic hand gestures and sound effects he resorted to while presenting paper prototypes or stills to clients. Now, they\u2019re more likely to take phones, pre-loaded with the Marvel prototypes, into the meeting - \u201cIt means they can try it out and get a feel for interaction right away\u201d, said Roche. \u201cIt\u2019s less of a \u2018sit back\u2019 experience,\u201d said Fuchs, \u201cClients feel more confident, more brave, now it\u2019s not such a leap of faith\u201d. With an impressive client roster that includes Honda, National Trust and Mumsnet, DigitasLBi\u2019s ability to push the boundaries and deliver innovation at scale has never been more important.<\/p>\n<blockquote class=\"pageWrap pageWrap--s position-relative marginTopBottom-l breakPointM-marginTopBottom-xl\"><div class=\"blog-quote-before position-absolute bg-marvel\"><\/div><div class=\"tweet-quote blog-quote-after position-absolute bg-marvel cursor-pointer transitionDuration-l transitionProperty-all transitionTimingFunction-cv-easeOutCircular scaleUp--hover zi-weak\"><svg class=\"fill-white opacity-0 pointerEvents-none position-absolute pinCenter transitionProperty-all transitionTimingFunction-easeInOut\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"20\" viewBox=\"0 0 24 20\"><path d=\"M24,2.37a9.64,9.64,0,0,1-2.83.79A5,5,0,0,0,23.34.37a9.72,9.72,0,0,1-3.13,1.23A4.86,4.86,0,0,0,16.62,0a5,5,0,0,0-4.8,6.2A13.87,13.87,0,0,1,1.67.92,5.13,5.13,0,0,0,3.19,7.67,4.81,4.81,0,0,1,1,7a5,5,0,0,0,3.95,5,4.82,4.82,0,0,1-2.22.09,4.94,4.94,0,0,0,4.6,3.51A9.72,9.72,0,0,1,0,17.73,13.69,13.69,0,0,0,7.55,20c9.14,0,14.31-7.92,14-15A10.17,10.17,0,0,0,24,2.37Z\"\/><\/svg><\/div><p class=\"blog-quote position-relative textAlign-center c-marvel\"><span class=\"blog-quote-text transitionDuration-l transitionProperty-all transitionTimingFunction-easeInOut\">\u201cClients feel more confident, more brave, now it\u2019s not such a leap of faith\u201d<\/p><\/span><\/blockquote>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Maintaining value in a digital world relies on agencies having the ability to move fast in design and technology, and giving clients the confidence to be ambitious and bold. Hearing Fuchs, Roche and Chu talk, it\u2019s clear that Marvel is one of the tools helping them to meet those needs every day.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><em>If you're scaling\u00a0creativity and innovation in your business, check out our Team and Enterprise plans <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/marvelapp.com\/plans\/\" target=\"_blank\">here<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A 2015 report from Econsultancy and Adobe entitled &#8216;The Future of Agencies: The progression of agency value in a digital world&#8217;\u00a0found that \u2018customer experience\u2019 was seen as the most exciting opportunity by the 500 mid-level to senior-level agency practitioners surveyed. The creation of Marvel pre-empted this finding \u2014 co-founded by ex-agency employees, Marvel is a product of the creative industry,&#8230; <a class=\"link link--blue fontWeight-4\" href=\"https:\/\/marvelapp.com\/blog\/a-new-focus-on-customer-experience-2\/\">Read More &#65515;<\/a><\/p>\n","protected":false},"author":9,"featured_media":917,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[],"class_list":["post-916","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v15.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"description\" content=\"A key takeout from the report was how many agencies are now focusing on customer experience and are \u201crapidly expanding capabilities to position themselves.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/marvelapp.com\/blog\/a-new-focus-on-customer-experience-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A new focus on customer experience | Marvel Blog\" \/>\n<meta property=\"og:description\" content=\"A key takeout from the report was how many agencies are now focusing on customer experience and are \u201crapidly expanding capabilities to position themselves.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/marvelapp.com\/blog\/a-new-focus-on-customer-experience-2\/\" \/>\n<meta property=\"og:site_name\" content=\"Marvel Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/marvelapp\" \/>\n<meta property=\"article:published_time\" content=\"2016-02-09T16:19:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2018-06-16T11:18:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2664_adj_mini.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@marvelapp\" \/>\n<meta name=\"twitter:site\" content=\"@marvelapp\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\">\n\t<meta name=\"twitter:data1\" content=\"3 minutes\">\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/marvelapp.com\/blog\/#organization\",\"name\":\"Marvel\",\"url\":\"https:\/\/marvelapp.com\/blog\/\",\"sameAs\":[\"https:\/\/www.facebook.com\/marvelapp\",\"https:\/\/www.instagram.com\/marvelapp\/\",\"https:\/\/www.linkedin.com\/company\/marvel-app\/\",\"https:\/\/twitter.com\/marvelapp\"],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/marvelapp.com\/blog\/#logo\",\"inLanguage\":\"en-GB\",\"url\":\"https:\/\/marvelapp.com\/wp-content\/uploads\/2018\/06\/Logo-Light.png\",\"width\":1605,\"height\":1130,\"caption\":\"Marvel\"},\"image\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/marvelapp.com\/blog\/#website\",\"url\":\"https:\/\/marvelapp.com\/blog\/\",\"name\":\"Marvel Blog\",\"description\":\"Ideas and words on user experience, design, collaboration and more\",\"publisher\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":\"https:\/\/marvelapp.com\/blog\/?s={search_term_string}\",\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/marvelapp.com\/blog\/a-new-focus-on-customer-experience-2\/#primaryimage\",\"inLanguage\":\"en-GB\",\"url\":\"https:\/\/marvelapp.com\/wp-content\/uploads\/2016\/02\/Digitas_LBi-2664_adj_mini.jpg\",\"width\":1500,\"height\":1000,\"caption\":\"Digitas LBi - 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