Omnichannel customer experiences

A new design challenge

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.

Customer journey maps and blueprints

Considerations to get the most value out of them

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.

Information Energy 2015: A trip report

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.

A strategic design movement started by followers

Trip report from INTERSECTION15

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.

UX Management Roundtable: Challenges 2015

Heading towards UX excellence

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 infects the world of venture capital

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 CX initiatives fail in organizations

The CX pyramid model explains why

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.

Are you happy now?

Why happiness matters for experience designers

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

How enterprises create consistent digital experiences

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.

Coming up: World IA Day 2015 (21 Feb)

Architecting Happiness

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.

Top 5 BiRDS posts from 2014

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.

The brand experience and user experience alliance

The necessary step towards customer experience 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.

The discovery of brand experience by UX professionals

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?

Where we are and what awaits us in 2015

Collecting new year trends from crystal ball readers

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?