The Grand Tetons have seven distinct peaks. They are a rugged, beautiful place. But getting from peak to peak isn’t easy. In a way, you could describe most companies that way – a great place, perhaps, but organized into distinct places. Many of these companies say they want to great great products and experiences for people. Yet, it just seems hard to do.
We have known for many years that there is more to a great experience than just the user interface of a product. J.D. Gould wrote way back in 1988 about there being multiple touch points to consider beyond the user interface including documentation, language translation, training materials, and user support groups.
To be great, an experience must be great from start to finish. Yet, we organize the creation of advertising, packaging, the product, support, and documentation into separate groups that often have trouble communicating with each other. Each works to create great deliverables but they just don’t hold together. A common vision of the complete experience isn’t shared and isn’t delivered.
So, there must be some exceptions, right? Companies that really do understand experience design and are organized to deliver it. I would love to include more stories on this blog about companies that “get it”. Maybe you know of one that is doing the right thing. Please share your stories and examples.
Thanks for following.
Erling
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originally posted to amundson.me 08/31/10