Multisensory Experience Design Research Methods

Experience design as a discipline runs the gambit from human factors to fine arts. We experience reality from a variety of senses. As experience designers, we map out the affect of each cue along our audiences’ journey with the five senses – sight, sound, touch, taste, smell – the more senses engage, the more memorable … Read more

Designing a Consumer Product Packaging Experience

“We know that consumer purchase decisions are often made quickly and subconsciously, but there are opportunities where it’s possible to influence a consumer’s perception of a brand. People often make buying decisions by using all five of their senses and once product designers discover what each of these sensory influencers are, they can develop packaging … Read more

The Role of Information Technology in the Digital Customer Experience Revolution

Information Technology (IT) refers to anything related to computing technology, such as your computer network, hardware and software that connect you to the Internet, and the people that work with these technologies. Many organizations have an IT person or department depending on their needs. As we are at the intersection of the Information Age and … Read more

Making the Complex Simple with Progressive Disclosure

So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs? With progressive disclosure. Progressive disclosure is an interaction design technique to help maintain the focus of a person’s attention by reducing clutter, confusion, and cognitive load by presenting only the … Read more

Experience Design in an Agile World

A recent Nielsen Norman Group study found that organizations that have adopted an agile development process are more proficient in execution but some have abandon research and design best practices and degrade their customer experience. Unfortunately, the study found, that most organizations following the agile development process didn’t include research on a consistent basis, if … Read more

Data to Delight in the Age of the Customer

We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more

Team Personas and Experience Maps

Paul Brooks wrote this article for UX Magazine about developing personas for team. Personas are a stand-in for a group of people who share common goals. They are fictional representatives—archetypes based on the users’ behaviors, attitudes, and goals. Usually we make the distinction between Buyer Personas and User Personas where the Buyer is the person … Read more

So what is the Difference between Customer Experience and User Experience?

This is one of the most frequent questions that Jeof and I get. If you have read our book or heard us speak than you know the short answer. For the record, I want to share the longer (and more academic) answer. Don Norman is most credited for coining the term User Experience while at … Read more

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews … Read more

Designing Experiences for E-Commerce Shoppers

The Nielsen Norman Group has identified five types of e-commerce shoppers: Product-focused shoppers know exactly what they want. They only want to locate the product, confirm it’s the right one, and buy it. Some don’t even look at product descriptions at all – a quick look at the name and picture confirms that the product … Read more

Color and Designing the Customer Experience – Some Basics

About 50% of our brain’s pathways are devoted to vision. Our retinas contain 150 million light-sensitive rod and cone cells that connect to the brain. The neurons in our brain devoted to visual processing number in the hundreds of millions and take up about 30 percent of the cortex, as compared with 8 percent for … Read more

The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.