Exploring Experience Design. Fusing business, tech, and design to shape customer engagement

We live in an experience economy in which interaction with products is valued more than owning them. Products are expected to engage and delight in order to form the emotional bonds that forge long-term customer loyalty:

Products need to anticipate our needs and perform tasks for us: refrigerators order food, homes monitor energy, and cars drive autonomously; they track our vitals, sleep, location, finances, interactions, and content use; recognize our biometric signatures, chat with us, understand and motivate us. Beautiful and easy to use, products have to be fully customizable to match our personal preferences.

Accomplishing these feats is easier said than done, but a solution has emerged in the form of Experience design (XD), the unifying approach to fusing business, technology and design around a user-centered philosophy.

This book explores key dimensions of XD: Close collaboration among interdisciplinary teams, rapid iteration and ongoing user validation. We cover the processes, methodologies, tools, techniques and best-practices practitioners use throughout the entire product development life-cycle, as ideas are transformed to into positive experiences which lead to perpetual customer engagement and brand loyalty.