UX Australia 2011

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 the web.

The future of design is everywhere the customer touches our product or service – digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices. In this session, Samantha will provide specific recommendations for designing successful cross-channel experiences.

Topics covered will include:

• Key pieces of a seamless, cross-channel customer experience
• Tools and methods for designing multiple interaction touchpoints across touchpoints and channels
• Lessons Samantha has learned (successes and failures!) from her own cross-channel experience design efforts

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Download: Designing cross-channel experiences (mp3 audio file)