Cross-Channel Strategy

Strategy

We buy a Wii to get in shape. We read books and newspapers on Kindles. We unlock car doors with iPhones that double as GPS navigation devices. And, we order online for in-store pickup. Increasingly, people expect to be able to interact with products and services when and where and how they want — and that's not always on your website.

The future of design is everywhere. Customer journeys encompass a growing array of physical and digital touchpoints. In response, user experience practitioners must design for holistic, integrated experiences that bridge multiple platforms, channels, and devices.

In this interactive workshop, Peter will provide specific tools and recommendations for designing for the full experience lifecycle across channels and touchpoints.

Topics covered will include:

• Why we must design beyond digital
• Major elements of a cross-channel experience
• The future of ubiquitous computing and "the Intertwingularity"
• Mapping physical, digital, intellectual, and social space
• How to apply "IA Thinking" to improve both product and process
• Practical methods for designing multiple interaction touchpoints across channels and devices

You will leave the workshop ready to integrate cross-channel strategy and design into your toolkit, ensuring a more holistic and satisfying experience for your users and customers regardless of where they are interacting.

The Architecture of Understanding

Now, for the first time, Peter explains why we must go further by creating "architectures of understanding" -- and why designing for insight and inspiration is in the best interests of our firms, our users, and ourselves.