Everyone who's everyone [sic] these days talks about Experience Design, but 8 years ago, when the book Experience Design first came out, the approach was pioneering. Nathan Shedroff, its author and the guy who basically invented the term, has just come out with a reissue of this seminal book, with new text, new examples, and a new title, appropriately Experience Design 1.1. (That's gotta be the best usage yet.) Here's from the release:
At the beginning of this century, many people confused Experience Design with Web, digital, or interactive design. Many didn't connect design with the development of all experiences, whether realtime/realspace or virtual" explains, Nathan Shedroff. "Now, it's finally become clear to most that the brand experience of any offering must be consistent, compelling, and delightful through all touchpoints in all media." The book explains 50 topics of experience design, highlighting both a digital and non-digital example of each.
The book, a 312 page, full-color job is only US $25, but you can also get it as a PDF download for only US $10. Both are available right here.
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A great brand experience has to be delivered on every touchpoint.
What is key is that the brand promise made by the marketing team is delivered in-store (1st moment of truth) and when the brand is used (2nd moment of truth) and that effort is made to delight consumers (ie via excellent customer service, etc) to encourage advocacy.