Designing for services beyond the screen

CX design thinking to the rescue.

“(…) services aren’t made on an assembly line. They are complex and difficult to get right, because your users might interact with the service across a wide array of touchpoints. You can’t predict precisely which of them each user will need, in what order she will encounter them, and who will help her along the way. The service is experienced differently by every person, because every person is different.”

(Andy Polaine a.k.a. @apolaine ~ A List Apart)

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