It’s Time To Design Human Experiences, Not Just Products
Today’s customers demand more than a good product; they expect a great customer experience. A few companies are leading the way, including Apple AAPL -0.93% with their iPad and iPhone, offering irresistible stores with friendly experts, elegant packaging, and customer service that never ends. People love Apple’s whole customer experience, and willingly pay a premium for the product.
Much has been written about product design, but designing the total experience from the front rarely happens yet. In a new book, “X: The Experience When Business Meets Design,” Brian Solis details how to design the whole experience, rather than just the product. Solis is a globally recognized thought leader in this area, and he asserts that the experience is now the product.