Designing for the Experience, Not the Channel
Users engage with companies and organizations across many channels, including the web, email, mobile devices, kiosks, online chat, and by visiting physical locations (such as storefronts or service centers).
Users expect companies to provide a usable experience across all channels. Although you may think of various channels within your organization or company as separate or siloed, your users do not. They consider any interaction with you, regardless of channel, as part of the overall user experience. And they have high expectations. We are no longer just designing for the web. We are designing for the holistic cross-channel experience.
Users engage with companies and organizations across many channels, including the web, email, mobile devices, kiosks, online chat, and by visiting physical locations (such as storefronts or service centers).
Users expect companies to provide a usable experience across all channels. Although you may think of various channels within your organization or company as separate or siloed, your users do not. They consider any interaction with you, regardless of channel, as part of the overall user experience. And they have high expectations. We are no longer just designing for the web. We are designing for the holistic cross-channel experience.
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