Experience Design: A Framework for Integrating Brand, Experience, and Value

by Patrick Newbery, Kevin Farnham

Bridge the gap between business and design to improve the customer experienceBusinesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable design to make a difference. "Experience Design" bridges the gap between business and design, explaining how the quality of customer experience is the key to unlocking greater engagement and higher customer lifetime value. The book teaches businesses how to think about design as a process, and how this process can be used to create a better quality of experience across the entire customer journey.

"Experience Design" also serves as a reference tool for both designers and business leaders to help teams collaborate more effectively and to help keep focus on the quality of the experiences that are put in front of customers. Explains how to use experience-centric design for better customer engagement Offers a framework for thinking and talking about "experience design," from a company and customer perspectiveAuthor Kevin Farnham is CEO of Method, a design company that solves business challenges through design thinking to create products, services, and experiences

Improve the quality of the experiences customers have with your company and watch engagement soar.

Genres: Design

240 pages, Paperback

First published August 19, 2013

Reviews

[Philip Shannon · Rating 3 out of 5]

dense

[Jose Papo · Rating 4 out of 5]

This book is very nice as it gives a business and holistic context to user experience and design thinking. It starts all the process with strategy and brand. The only issue with the book is that Section I is slow and dense. Could be lighter. I recommend to just skim rapidly Section I and jump right on Section II where he details the framework and tools. The book doesn't have many examples, so you also will have to understand the theory without good cases.

[Brian Jones · Rating 5 out of 5]

Loved this book. the endnotes provide many resources for jumping off and getting deeper into the topics covered.