Anything Could Be Designed!

Break point analysis enables organizations to identify satisfaction levels of customers and reduce over investment. In this simplified example we only considered one aspect of the experience: wait time. To look at the customer experience holistically many other factors would need to be considered.

What separates the truly innovative companies from the average ones is the deep understanding of the jobs people need to perform in their lives. Focusing on the desired outcomes, constraints and experiences enables organisation to design and deliver the products that people need, but in ways that they never thought possible.

Great design is storytelling at its finest; it is insightful, sincere and evokes emotion and change. Design is at the center of the user experience and it is the designer’s responsibility to make the experience remarkable for both the client and their audience.

I believe a fundamental shift has already begun toward understanding who the customer is at a very deep level. Regardless of whether customers are interacting with a company though their Web site, mobile app, store, vending machine, kiosk, or anything else, they are telling us something about themselves. User experience strategy is about listening.

User Experience Strategy becomes an ‘in principle agreement’ on the shape of the project (what), its purpose (why), and provides potential implementation strategies (how). It takes into account all perspectives (e.g business, technical, marketing, brand) but privileges the intended user experience.