A paradox: Customers react negatively when brand experiences don’t align, yet the number of possible digital touchpoints continuously grows. This can’t be solved with traditional thinking. The industry needs modern tools for designing innovative user experiences. When done well, the process integrates customer research, strategy development, service design thinking, and stakeholder alignment – leading to relevant, integrative customer journeys from couch to checkout. On the execution side, a final blue print provides a safe framework for creating touchpoints with current and future technologies. The presentation at the Digital Signage Expo 2012 covers best practices, examples and trends. Description can be found here. Find a few photos of the seminar on DSE’s photo stream.
