Let’s address the elephant in the room: design research is never really done. We capture questions from all of our stakeholders, send out surveys, host interviews, and conduct contextual research. But questions lead to answers and even more questions, and even more research.

Moment Maps are like short fiction stories about how you want your customer to experience your brand. The only difference is that these stories are meant to become real.

How do customers become aware of you? What happens in their life where they will need you? How will they use a product or service you offer?

We’ve all been there. Someone says “We need to make this easier” or “We need to make this simpler”. Sounds easy enough but what does making it simpler really mean? How do you know your working towards a simpler experience?

To envision the evolution of the any experience you need to think of your organization as a net of interconnected touchpoints: Clients and employees, technology, products, processes and operations, your business model… all these “relationships” formulate who you are as an organization.

Customer expectations are changing and as they interact with other similar technologies and services they’ll expect them to react similarly and if they don’t they’ll see it as a poor experience.

We’ve all heard the statement “Design Mobile First”. Maybe its time to say “Design for Sensors First”. Sensors are becoming more and more incorporated into what we design.