Experience is the sum of all engagements a customer has with you in
their journey and, more importantly, their lifecycle. Any one moment
doesn’t equate to an experience.
At its very core, experience is an emotion. Whether good, bad or
indifferent. It’s as much about technology as people – what they think
and feel in these moments they have with you. But that takes design.
They don’t see everything behind the scenes, but they see the marvel of
what experiences you deliver.
The Uber experience
Will be “an Uber of every industry:
It always starts with a shift in perspective. It’s the hardest part.
When we see innovation and disruption, our natural response is
scepticism or cynicism. Innovation begins with how we see and interpret
the world, then how you take action.
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The experience is absolutely necessary.
Think about it through the lens of how your customers want to go through
life. Think about what Uber’s built on – mobile, social…that all
existed before. The vision of solving that problem the way Uber solves
it is what’s changed the future of transport and logistics forever.
We
are creating a market of narcissists. But the reality is, if we do not
design for that, we’re missing true opportunities for innovation.
