The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service – digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
In this talk, I will provide specific recommendations for designing successful cross-channel experiences. These will include:
- Key pieces of a seamless, cross-channel customer experience
- Tools and methods for designing multiple interaction touchpoints across touchpoints and channels
- Lessons I have learned (successes and failures!) from my own cross-channel experience design efforts