There’s an iceberg effect to a good experience. Underneath every seamless interaction lies a multitude of carefully-architected experiential flows. A single poorly-designed touchpoint could potentially derail an entire user experience (UX), customer experience (CX), or employee experience (EX). You might not notice when an experience is seamlessly designed – but if decisions are arbitrary, repetitive, or frustrating, those are the moments that you’re unlikely to forget.

How, exactly, can businesses go about designing top-tier experiences? In this episode of Transformation @ Work, we’re looking at the ways in which Gerent Experience guides its customers through the experience design process — and how our team goes about designing robust experience architecture that supports delightful brand interactions for customers, employees, partners, and end-users alike.

Key Highlights
01:35: The many unseen decisions that factor into good experience design – and what happens when one of those decisions goes wrong
03:14: How the rise of hybrid digital/physical experiences has complicated the experience design process
04:11: Problem Space Envisioning: getting to the heart of what the end user needs before experience design gets underway
05:16: Leveraging 1-on-1 in-depth interviews to build experience personas and identify potential design challenges
06:32: Using competitive analysis to understand popular industry approaches to experience design and identify opportunities for innovation
07:46: Proxy Persona Research: a low-cost approach to building customer personas via internal stakeholder feedback
10:07: The importance of having cross-functional teams involved in the experience design process from the beginning
12:14: Understanding the crucial role of rapid iteration and experimentation in the prototyping process
13:32: Why it’s so crucial to have a qualified experience design partner involved in every step of the process
17:05: Test, measure, and learn: ensuring long-term success after an experience has been designed

Guest Speakers
Jim Corcoran, Experience Director, Gerent Experience
Jim has worked at Gerent Experience since 2011, bringing substantial expertise and proven insights to both internal and external clients alike. In his current capacity as Experience Director, he works side-by-side with customers and the design practice in developing personas, identifying areas of improvement, and delivering outstanding experiences of all kinds.

Marisa Holliday, Experience Architect, Gerent Experience
Marisa is a seasoned digital strategist with over nine years of service at Gerent Experience. In her current role as Experience Architect, she leverages her background in information architecture and experience design to create outstanding user, customer, partner, and employee experiences for clients.

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