Recently, there has been a shift in the design discipline away from its traditional focus on designing stand-alone products, to considering a product as one component of an entire system of user or customer experiences. While a few firms have begun to embrace customer experience design through a system’s lens, their processes are not well documented. As such this paper aims to understand how existing companies have successfully pioneered this shift through an empirical investigation of experience-centric design firms and agencies. Principal questions addressed through the research include; What are the methods currently being used by professionals to conduct research specific to experience design? How do these findings reflect on the larger field of design?
Through a multiple case study analysis five patterns were identified as being particularly critical when designing for experience. They focus on being holistic, human centered, transdisciplinary, integrated, and empowering.
|Keywords:||User Experience, Experience Design, Design Methodology, Human Centered, Holistic Approach|
School of Industrial Design, Carleton University, Ottawa, Ontario, Canada
Assistant Professor, School of Industrial Design, Carleton University, Ottawa, Ontario, Canada