It is almost a cliché to state that customer experience matters more than ever. Every executive, marketer and designer is acutely aware of this notion, yet with each passing day this truth becomes more unsolvable for businesses.
A deluge of emerging technologies, customer data and market expectations accelerate so quickly and with such fragmentation that, for digital leaders, it can feel as though it is impossible to design the “great experiences” that the market, in general, or their customers, in particular, desire.
There is never enough time, resources or sheer ingenuity to keep up with emerging, native digital start-ups that are shaping new patterns for user experience. Similarly, it’s hard to keep pace with the outlying leaders -- Facebook, Netflix, Amazon -- that are able to innovate and experiment with tremendous capital and leverage and, in doing so, actually shape market expectations.
What’s the solution to this relentless and mounting problem? Evidence-based experience design, a clearheaded approach to building a better customer experience that sits at the intersection of design and data.
The principles and methodologies shared here give you – the executives, the designers, the marketers, the product managers – the tools to finally close the gap between great customer experiences and measurable performance.