Orchestrating Touchpoints

Apr 2014 40 minutes

As services become more interconnected across channels and devices—and more importantly across time and space – it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.

Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience:

  • How do we design experiences that unfold over time and through changing contexts?
  • How do we ramp up new cross-functional teams that don’t have a shared sense of process or methodology?

But the mandate is there, design a holistic experience seamlessly spanning the whole customer journey.

  • How do you design this journey?
  • One where each moment your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing?

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