6 new approaches for customer experience design

(Or fresh thinking around stale design perspectives). Want to consider some new approaches to your customer experience design process? Here are the six that we think merit the most consideration. 1: Use Touchpoint Terrain Maps instead of Customer Journey Maps … Continue reading

A new model for customer experience design

What’s the primary aim of your business? Is it delivering shareholder value? Or providing a climate of mutual respect for colleagues? Or is it satisfying your customers? While all are important, the most successful companies will be those which recognise … Continue reading

The future of Customer Experience design

A lot has happened in the last ten years of customer experience design. Especially as ten years ago customer experience design didn’t exist. Back then, we thought user experience was enough, and before that, we thought user interaction design was … Continue reading

The last phone call you will ever make…

The best experiences always trigger a strong emotional response for the user. The stronger the emotional connection with something – the deeper that memory is created in the mind of the user, and hence the easier recall of it in the future. … Continue reading