Design for Cross-Channel Experiences

A session at IA Summit 2012

Wednesday 21st March, 2012

9:00am to 5:00pm (CST)

The gap between physical and digital has blurred. 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 and Samantha 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 seamless cross-channel experience
The future of ubiquitous computing and "the Intertwingularity"
Mapping physical, digital, intellectual, and social space
Practical methods for designing multiple interaction touchpoints across channels and devices
How to apply "IA Thinking" to improve both product and process
You will leave the day ready to integrate cross-channel design techniques into your toolkit, ensuring a more holistic and satisfying experience for your users and customers regardless of where they are interacting.

About the speakers

This person is speaking at this event.
Peter Morville

Information Architect

This person is speaking at this event.
samantha starmer

holistic customer experience; REI; customer journeys; service design; UW Lecturer bio from Twitter

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Time 9:00am5:00pm CST

Date Wed 21st March 2012

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Books by speaker

  • The Internet Searcher's Handbook
  • Speaker Camp
  • Search Patterns

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