Kevin Farnham,Patrick Newbery

Experience Design

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Bridge the gap between business and design to improve the customer experience  
Businesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable design to make a difference. Experience Design bridges the gap between business and design, explaining how the quality of customer experience is the key to unlocking greater engagement and higher customer lifetime value. The book teaches businesses how to think about design as a process, and how this process can be used to create a better quality of experience across the entire customer journey.
Experience Design also serves as a reference tool for both designers and business leaders to help teams collaborate more effectively and to help keep focus on the quality of the experiences that are put in front of customers.
Explains how to use experience-centric design for better customer engagement Offers a framework for thinking and talking about “experience design,” from a company and customer perspective Authors Patrick Newbery and Kevin Farnham are the Chief Strategy Officer and CEO of Method respectively, an experience design company that solves business challenges through design to create integrated brand, product, and service experiences Improve the quality of the experiences customers have with your company and watch engagement soar.
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356 printed pages
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Quotes

  • mail22801has quoted7 years ago
    How do we know if a customer is satisfied
  • mail22801has quoted7 years ago
    How often is a customer likely to use a product or service?
    How much effort is needed from the initiation of use to realization of value for any use context
  • mail22801has quoted7 years ago
    Figure 6.3 illustrates how a product feature set that was originally designed for a specific kind of use case (customer need, situation, context of use) can evolve beyond enhanced features for that use case (incremental innovation) into the value of services that use the device as a delivery channel and enhance the value of the device. As more services are added, the product increases in value, whereas product-level feature enhancement may no longer provide enough value for the customer

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