Get beyond digital: Design for cross-channel experiences
Description
The gap between physical and digital has blurred: we use a Wii 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 your website.
The future of design is everywhere the customer touches our product or service—digital or physical. User experience practitioners increasingly have to design a holistic customer experience that is seamless across channels and devices.
In this interactive workshop, Samantha will provide specific tools and recommendations for designing for a full experience lifecycle across all channels and touchpoints. Topics covered will include:
Why we care about designing beyond the digital experience
The key pieces of a seamless customer experience across channels
Practical methods for designing multiple interaction touchpoints across channels and devices.
What you can do today to begin designing cross-channel experiences.
You will leave the day ready to integrate cross-channel design techniques into your toolkit, ensuring a more holistic and satisfying experience for your customers regardless of where they are interacting.
Workshop structure
The workshop will include:
- What is cross-channel design and why is it important?
- Evangelising for cross-channel design
- Overview of methods (discovery and solution)
- Experience mapping exercise
- Service blueprinting exercise
- Implementation
Outcomes
Participants will:
- Understand why UX practitioners need to design for holistic cross-channel experiences
- Learn how to think about the cross-channel experience from the user’s point of view
- Discuss specific types of cross-channel experiences that cross physical and digital, website and mobile
- Gain an overview of tools and methods for designing optimized cross-channel experiences
- Experience specific tools and methods for designing cross-channel experiences, such as customer journey mapping and service blueprinting
- Learn how to evangelize the need for cross-divisional partnerships to support holistic experiences
Target audience
This workshop is most applicable for leaders and practitioners of user experience, information architecture or general experience design.
This workshop will be useful to UX specialists with a varying level of experience in designing digital experiences, as it will introduce them to different tools and methods for thinking about physical experiences and how to best tie physical and digital experiences as well as digital experiences across time, channels and devices.
Materials provided
- Templates and instructions as relevant for the tools and methods presented
- A copy of the slides with additional notes and details
- A ‘cheat sheet’ summarizing the main take-aways
- A list of other relevant resources