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Design for a successful service
Despite growing interest in experience design, few of us would dare to venture a definition of the concept. John Knight assists by looking at recent research and best practice. He argues that providing a positive experience requires a user-centred design approach – and this needn't cost the earth.
This year has seen a flurry of publications and mounting commercial interest in experience design. However, experience design is still ill defined. Most practitioners see it as users’ interaction with a range of services and products from a single point of access. Rather than focussing on the product, experience design is about providing a service and thus goes beyond assuring usability. Providing a positive experience requires a user-centred design (UCD) approach and doesn't have to be expensive.
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