Forget native apps, forget responsive web design, and say hello to omnichannel. We have moved away from the design of a single application, product or service. Increasingly, organizations have to deal with a multitude of them. This evolution is triggered by technology and raises a number of issues, challenges, and problems. How can we create a ‘seamless’ experience across all of the channels? How can we always keep the customer at the center of the design process? And are our tried-and-tested design methods good enough, or do we also need a new way of designing, so-called omnidesign, to meet the needs of the omnichannel challenge? First, let’s look at what we think omnichannel actually is.
With the transition from user experience to customer experience, many designers take a broader view on their design work. They are not just dealing with the design of individual products, applications or websites but also focus on services, connected touchpoints and multiple channels of the full organization.
On June 3-4 2015, I visited the Information Energy conference in Utrecht, a conference for a new breed of content professionals named ‘infomedians’. These are specialists in multichannel communication that effectively master the skill of cross-silo content collaboration.
This year the second edition of INTERSECTION took place in Berlin. The event was integrated with the conference Design Management Europe, organized by the renowned Design Management Institute, under the motto ‘Design to Align’. Design to Align explores the intersection of Strategic Enterprise Design and Design Management to bring design to a strategic level, making use of high-level design approaches such as User Experience Design, Service Design, Design Thinking and Enterprise Architecture. Attendees with various backgrounds, professions and perspectives all shared their common interest: getting design at the strategic level of the enterprise.
There is a growing need for UX managers in many organizations. Employees in this new role are facing big and complex challenges. Informaat organizes on a regular basis sessions of the UX Management Roundtable. In these meetings, the challenges UX managers are facing are addressed and discussed. Conversations of the roundtable from the past two years have now been documented in a free white paper.
Design is on a quest to conquer new territories within society. Beautifully-designed products are guaranteed to attract attention, and as consumers, we love our laptops, tablets, smartphones and all the apps on them. More and more companies realize that good design equates to higher profits, whether for products, services or environments. The new kids on the block are the design-led startups, which often disrupt the incumbent players. The latest addition to this achievement of design are the venture capital firms, the VCs.
Most companies view customer experience as a task (or chore) rather than a mission. They assign a couple of employees to focus on customers while the rest of the company goes about its business focusing on efficiency, acquisitions and margins. As a result, many CX initiatives and activities fail in the long run. The CX Pyramid model explains how to do it better.
Happiness is a mental or emotional state of well-being characterized by positive or pleasant emotions ranging from contentment to intense joy. Besides creating products and services which are usable, useful and desirable, experience designers can design up into the value chain and focus on happiness as an necessary objective to design for.
Design languages and systems are a hot topic these days. They are a response to the challenge of creating consistent, seamless, and compelling digital experiences in the context of an increasing number of devices, channels and touchpoints. Within the design constraints presented by responsive and adaptive design, libraries of experience principles, (visual) design elements and sometimes even code examples for enterprise digital experience design are emerging.
For the fourth time in a row, The Information Architecture Institute is organizing World IA Day to celebrate the practice of Information Architecture (IA) on a global scale. With the tagline ‘Local connections. Global impact.’ events will take place in 24 countries and 38 cities on Saturday 21 February. Because Informaat strongly supports the importance, value and role of IA in designing for excellent experiences, we will participate in a local Dutch event.
B!RDS on a WiRE has had another successful year. Regularly, we managed to publish relevant, interesting and valuable content. Content created by CX professionals from within Informaat and curated content by others from outside. This year our focus has been on the interaction of design thinking and systems thinking, design for login/security and CX excellence.
This is a plea for a tight cooperation of brand experience (BX) and user experience (UX) professionals in the financial sector. It’s my conviction that such an alliance contains opportunities for financial organizations to improve their customer experience in general and their credibility in particular.
Informaat has a rich history in bringing a human-centeredness to technology. Disciplines and practices such as human-computer interaction, user interface design and design for user experiences are long-established and deeply ingrained in our DNA. We consider ourselves competent in outside-in thinking, and experts in experience design. As the breadth of our offering has expanded to encompass the design of digital touchpoints in entire service ecosystems, we start to encounter another professional area of experiential thinking: brand experience. So – we wondered – how do we relate?
At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or (social) media, they all agree on one thing: Digital disruption of society is getting stronger and stronger. So, what’s their predictions for 2015?
As design thinking in general and experience design in particular become more relevant in business circles, designers frequently are asked the question: What is the ROI of (customer) experience design? Here’s an answer in five-parts.