How to Design for the Future - Cross Channel Experience Design

Location: D139-140 Level: Intermediate
Presentation: external link
Average rating: ****.
(4.33, 12 ratings)

The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to—and that’s not always on your website.

The future of design is everywhere the customer touches our product or service—digital or physical. Web and other digital practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
In this interactive workshop, Samantha will provide specific tools and recommendations for designing for a full experience lifecycle across all channels and touchpoints. Topics covered will include:

1. Why should you care about designing beyond the digital experience?
2. What are the key pieces of a seamless customer experience across channels?
3. What are some practical methods for designing multiple interaction touchpoints across channels and devices?
4. What can you do today to begin designing cross-channel experiences?

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

Photo of Samantha Starmer

Samantha Starmer

REI, Recreational Equipment, Inc.

Over the last 12 years, Samantha Starmer has worked on a wide variety of experience and information architecture projects and strategy. She started her career in the early days of, enjoying a year long stint in Slough to launch, and later developed experiences for Amazon’s checkout functionality and the third party selling platform. She also honed her start-up skills at SchemaLogic, and her business strategy skills while at Microsoft.

Samantha is currently a senior manager at REI, creating and leading teams for experience, interaction design, information architecture, and customer experience research and analytics. Her most recent focus has been evangelizing and creating holistic customer experiences across channels, time, and devices.

Samantha regularly teaches at the University of Washington’s Information School, where she received a Masters of Library and Information Science degree in 2005. She is active in the user experience and information architecture communities, and has served on the boards of the Information Architecture Institute and Content Management Professionals, and is currently on the Oversight Committee for the Dublin Core Metadata Initiative.

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Picture of Samantha Starmer
Samantha Starmer
07/18/2012 7:49am PDT

Thanks for the feedback, Michael! It is always helpful to understand what might make a workshop or presentation more valuable to attendees. I appreciate your input.

Picture of Michael Downey
Michael Downey
07/17/2012 8:08am PDT

Really enjoyed the content, and found it very useful. However I would have preferred some more time for exercises and more examples of the processes used in them. Would like to see some examples of how to apply these ideas to open source projects.

Picture of Michael Downey
Michael Downey
07/16/2012 3:02am PDT


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