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Experience design : a framework for integrating brand, experience, and value /
Bridge the gap between business and design to improve the customer experience/bb/b/ Businesses 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...
| Clasificación: | Libro Electrónico |
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| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
John Wiley & Sons, Inc.,
[2013]
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Experience Design: A Framework for Integrating Brand, Experience, and Value; Copyright; Contents; Introduction; How Business Uses Design to Create Value; What's Changing in the Relationship and Why; Born from Our Experience; Our Views on Experience Design and This Book; What We Mean by Experience Design; What This Book Isn't; What This Book Is; Final Thoughts before Starting; Section I: Context; Chapter 1: Thinking about Design; The Duality of Design; Design: The Evolutionary Advantage; The Maker/Designer; Splitting the Maker/Designer; Information Accelerates Change.
- Codifying Design as Separate from MakingThe Modern Brand; Where There's Brand, There's Consumerism; Acceleration through Technology; Implications; Chapter 2: Thinking about Business; Customer Value and the Goal of Business; The Challenges of Identifying, Creating, and Delivering Value; The Origins of Faceted Value; Chapter 3: Thinking about Change; The Implication of Time; Technology and the Evolution of Value; The Innovation Mirage; Add It Up: We Need Experience Design; Chapter 4: Thinking about Experience Design; Considering Experience; Setting the Strategic Stage for Experience Design.
- Principles of Experience DesignExperience Design versus Agile; In Search of the Ultimate Example of Experience Design; Section II: Frameworks and Tools; Chapter 5: Brand Frameworks and Tools; Brand Basics for Experience Design; Brand Concept Frameworks; Brand Concept to Real Value; Brand Attribute Framework; Chapter 6: Product/Service Frameworks and Tools; Part 1: Initial Thinking and Definition; Starting with the Right Information; Frameworks; Part 2: Extending Product and Service Thinking into Life Cycles; Other Frameworks; Part 3: Trend and Implication Framework.
- Chapter 7: Customer Journey FrameworkFramework Background; The Customer Journey Framework; 1 Awareness; 2 Consideration; 3 Purchase; 4 First Use; 5 Ongoing Use; 6 Discontinue Use; 7 Recycle/Renew; Using the Customer Journey Framework; Chapter 8: Putting It Together; Section III: Moving Forward; Chapter 9: Getting Business to Act on Experience Design; Initiating a New Way of Thinking; Starting the Conversation about Experience Design; Creating Leverage; Internal Experience Design Council; Centralizing Information; Enlisting Soft Skills; Change and Context Sensitivity.
- Chapter 10: Working with VendorsAvoiding the Basic Problems; The Brief: Measure Twice, Cut Once; The Business / Design Customer Journey; Final Thoughts; Notes; Acknowledgments; Index.