From designing the user interface
to designing the complete customer experience
Many executives believe design is about making devices
and screens look pretty. Good visuals improve any experience, but being great
requires thinking about everything—and everyone—it takes to fulfil customer
needs. True customer-experience design involves crafting each interaction
customers have with a company along the path that runs from the minute they
consider a purchase through their entire relationship with the product or
service. As Steve Jobs said, “[Design is] not just what it looks like and feels
like. Design
is how it works.” What it takes to deliver breakthrough customer experiences | McKinsey & Company
and screens look pretty. Good visuals improve any experience, but being great
requires thinking about everything—and everyone—it takes to fulfil customer
needs. True customer-experience design involves crafting each interaction
customers have with a company along the path that runs from the minute they
consider a purchase through their entire relationship with the product or
service. As Steve Jobs said, “[Design is] not just what it looks like and feels
like. Design
is how it works.” What it takes to deliver breakthrough customer experiences | McKinsey & Company
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