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ATTRACTION
E X P E R IE N C E D E S IG N
CON CLUSION EXTEN SION
TA NG I B L E
VA L U E
EN GAGEMEN T
U S E R E X P E RI E NC E
reducing cognitive overhead
C U S T OM E R E X P E RI E NC E
taking care of their existing consumers
S E RV I C E DE S I GN
creating new subscribers
CRITERIA FOR
FEASIBILITY
SUCCESSFUL IDEAS
DESIRABILITY
I NTA NG I B L E A SPI R AT I O N
S TAY H O L I S T I C
VIABILITY
JOURNEY FRAMEWORK
BRAND
CHANNEL PERCEPTION
A person’s gut feeling about a product, service, or company
BRAND PERCEPTION
“Not what you say it is, but what they say it is.”
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TOUCHPOINT RECOGNIZING THE VALUE GAP
STAYING TRUE TO THE BRAND ETHOS
RETHINKING INNOVATION
“Innovation is about looking for opportunities for increasing value for customers across the board, not just in products and services.”
reducing fragility through optionality
A point of interaction involving a specific human need in a specific time and place
Find information valuable to users A platform or medium of interaction with customers or users
Audience expectation of brand the most important aspect of any design is how it understood in the minds of the audience
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