There’s an iceberg effect to a good experience. Underneath every seamless interaction lies a multitude of carefully-architected experiential flows. A single poorly-designed touchpoint could potentially derail an entire user experience (UX), customer experience (CX), or employee experience (EX). You might not notice when an experience is seamlessly designed – but if decisions are arbitrary, repetitive, or frustrating, those are the moments that you’re unlikely to forget.
There’s an iceberg effect to a good experience. Underneath every seamless interaction lies a multitude of carefully-architected experiential flows. A single poorly-designed touchpoint could potentially derail an entire user experience (UX), customer experience (CX), or employee experience (EX). You might not notice when an experience is seamlessly designed – but if decisions are arbitrary, repetitive, or frustrating, those are the moments that you’re unlikely to forget.
How, exactly, can businesses go about designing top-tier experiences? In this episode of Transformation @ Work, we’re looking at the ways in which Gerent Experience guides its customers through the experience design process — and how our team goes about designing robust experience architecture that supports delightful brand interactions for customers, employees, partners, and end-users alike.
Key Highlights
01:35: The many unseen decisions that factor into good experience design – and what happens when one of those decisions goes wrong
03:14: How the rise of hybrid digital/physical experiences has complicated the experience design process
04:11: Problem Space Envisioning: getting to the heart of what the end user needs before experience design gets underway
05:16: Leveraging 1-on-1 in-depth interviews to build experience personas and identify potential design challenges
06:32: Using competitive analysis to understand popular industry approaches to experience design and identify opportunities for innovation
07:46: Proxy Persona Research: a low-cost approach to building customer personas via internal stakeholder feedback
10:07: The importance of having cross-functional teams involved in the experience design process from the beginning
12:14: Understanding the crucial role of rapid iteration and experimentation in the prototyping process
13:32: Why it’s so crucial to have a qualified experience design partner involved in every step of the process
17:05: Test, measure, and learn: ensuring long-term success after an experience has been designed
Learn More
Transformation @ Work: Understanding the “Invisible” Art of Experience Design: https://www.gerent.com/podcasts/episode-41-understanding-the-invisible-art-of-experience-design
