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Category: Experience Design

What is Important is the Entire Experience

Posted in Experience Design

In an interview for June 2000 interation magazine, Dr. Donald Norman stated: “I don’t like the term ‘usability,’ and I don’t want to be called…

Customer Journey Maps, Customer Profiles and Touch Points

Posted in Culture, Customer Experience, Emotional Design, and Experience Design

Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey…

Designing Great Customer Experiences with the Power of A/B Testing

Posted in Brand, Customer Experience, and Experience Design

“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised)…

The Power and Financial Value of Designing a Great Customer Experience

Posted in Brand, Customer Experience, Emotional Design, and Experience Design

Great designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this:  “Apple, the epitome of a design-led…

Inspire the Creation of Great Experiences

Posted in Culture, Customer Experience, Experience Design, Leadership, and Quotes

There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never…

The Next Generation of Customer Experience Leaders

Posted in Books, Customer Experience, Event, Experience Design, and Quotes

“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class…

Companies that delight their customers outperform their peers

Posted in Books, Customer Experience, and Experience Design

According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about.…

Experience Design Meeting Guidelines

Posted in Career Advice, and Experience Design

  Set the stage – describe the role (and the persona if it relevant to the design) and the scenario with a focus on the…

At the Heart of Experience Design are the Designers and Testing

Posted in Experience Design

If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include…

Order is Everything when Designing Experiences

Posted in Experience Design

When iteratively designing and evaluating experiences, the order in which you do this is very important. It starts with content – you must have the…

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