Considering the Customer Experience in Design

Author: Amy Cueva
Industry:

Contemplating all possible touch points to optimize your audience’s interactions.

Amy Cueva, Founder, Chief Experience Officer

Every day, you keep or lose customers because of what may seem like insignificant experiences they have with your company. Consider the numerous touch points and channels that represent opportunities to interact with your brand. What type of experience will your customers have today? Will their loyalty be cemented because of a helpful customer service call, or will a frustrating online experience drive them into the arms of a competitor...

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Insights

Consumer Decisions in a Social World
In a recent issue of the Harvard Business Review that focused on branding, David Edelman articulates how consumers’ engagement with brands is evolving with the proliferation of social media and other digital channels.
The Legend of Miyamoto: How Nintendo Shaped UX
Perhaps the greatest innovation Miyamoto brought to the gaming industry—and by extension, the web—was the popularization of a narrative structure. This may seem pretty silly to think about now—not unlike thinking that the mouse or GUI wasn’t a big deal—but it was pretty revolutionary for its time.
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