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Performance pillars of experience design include customer experience, user experience, employee experience, partner experience, and public experience. Experiences together culminate in the overall brand experience
Using the discipline of deliberately creating interactions based on the wants, needs, and limitations of customers.
Having implemented a new customer experience discipline in various organizations over the last 15+ years, I’ve come to learn a bit about how organizations view the customer experience function and the perceived role CX teams play in articulating “THE” experience for customers
The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations
Typically, people don't put the phrases "experience design" and "health insurer" together in a sentence, but I'd like to see that become a more common occurrence
In the past, unequal weight and focus was given to being compliant with regulatory guidelines than being committed to providing a good consumer experience. So our industry needs to change the directional arrow to move from just being compliant to being committed to a positive member experience at every touch point
And if you’re not using personas to capture those differences to design your experiences, it’s likely that you're missing some important nuances in your experience design
Below, I discuss the role of design thinking in the overall design process. Where does Design Thinking Fit in?
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience
Experience design and audience focus are either irrelevant or interesting in a curious kind of way, certainly not something to be embraced. So why have I founded an experience design company in a sector that doesn’t know what experience design is, doesn’t feel it needs it and is largely resistant to it?
Whose job is it to be great at Experience Design?