Chris Ferguson

Background

About Chris Ferguson

I am passionate about customer experience and strategy; in a world of commodified services, experience is often the competitive differentiator. Given my experience working for one of the top-rated customer experience brands in the world (USAA), my approach to customer experience strategy, service design, and research methodology has grown from and is grounded in a user-centered perspective. In addition to engaging in primary research activities (chiefly qualitative) and conducting both primary and secondary competitive analysis, I have experience in working with Subject-matter experts and business partners to develop iterative approaches to solving problems, and well as leveraging focused analytics to drive strategic outcomes. As such, In addition to standard research and usability deliverables I am proficient at creating experience blueprints for new/emerging products, incorporating competitive analyses (such as SWOT) to understand the ecosystem the experience is going to exist in, and providing detailed road maps for product and experience development, particularly in an agile environment. Specialties: Experience Strategy, User-Centered Design (UCD)/ Design Thinking practice & training, Service Design, Corporate & Market Research, Competitive Intelligence, Usability, and C-Level Communication.