Often Imitated: CX Stories from History
Reinventing the Wheel with Zach Scheel, CEO at Rhumbix
Episode Summary
How is it possible that humanity put a man on the moon before putting wheels on luggage? And what does this tell us about UX?
Episode Notes
In 1969, Neil Armstrong walked on the moon. A little less than a year later, someone had the bright idea to put wheels on the bottom of luggage. How could such a seemingly obvious UX improvement remain undiscovered for so long?
On this episode, we also speak to Zach Scheel, Co-founder and CEO of Rhumbix about how he’s doing something similarly revolutionary: Ditching the fax machine and digitizing the construction industry.
Experience: How to build an experience tailored to your customers' needs
Inspiration: The invention of wheeled luggage
Execution: Zach Scheel, Co-founder and CEO of Rhumbix
3 Takeaways:
- You have to walk a hundred miles in your customers’ shoes. It’s not enough to do a study or casual analysis, you have to know the customer experience inside and out.
- Always put the end-users' interests first. Great customer experiences come from a commitment to serve the user, no matter what.
- Understanding how to provide a solution is important, but before you can get to that step, you have to understand the problem.
Key Quotes
- “‘Workers first’ is one of our core values. And so that's something that is on the minds of everyone at the company.”
- “There's a social contract where you have to deliver value in exchange for the right and privilege for us to be able to collect this data that is needed by management to help better manage cost and schedule on the project. “
- “You always have to reinforce those core values as part of the culture to make sure that it is something that everyone in the company is always, always thinking about.”
Links
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This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives