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Four Things That I’m Thinking About CX
The difference between CX and design is useful to ponder because it helps to separate outcome from process.
There are experiences that can be wholly crafted by a lone professional designer like with a one-off poster or chair.
But for projects that are more complex than a lamp, a product will get made with and by many non-designers on their way to market.
When professional designers are less involved, it’s easy to create “bad design.” But it can still be considered good CX.
Three Things I’ve Noticed In The Last 30 Days
I am on day 14 of my move from the SaaS product cloud of Automattic into the “digital business transformation” consultancy world of Publicis Sapient.
In the past 5 years of Design in Tech Reports I looked at the design-y shifts in startups, big tech, venture capital, and the consultancy space.
So now here I am in the last remaining universe in which I haven’t yet worked. Am I finally home? Something tells me … yes.
Two things I love ❤
TRUWOMEN Plant Fueled Protein Bars are delicious and meaningful to eat when you think about how most protein bars get to market.
Hazard 4 Civilian POD glasses cases have a carabiner-style clip and can comfortably fit oversized spectacles without crushing them.
One Special Link
I have started a new WordPress blog over at https://PS.blog to cover all things Publicis Sapient. Please check it out.
One Final Point
I’m fielding a variety of thoughts on the acronym “CX” — they’ve been streaming towards me from all parts. Recently John Cain at IIT has been giving me a fantastic seminar on the term. I look forward to sharing all the information I find in the CX.Report when March 2020 comes around.
I’ve learned a lot about how the press can turn a short telephone conversation into something sensationalistic, and slightly twist what I really said. But their business model requires getting attention — so I understand the WHY behind it all. What I didn’t expect was to find so many folks out there who rushed to turn it into a platform for how they see the world in contrast to an imagined (and diametric) position that I carried. THAT has been the most interesting learning for me.
When I read the clickbait-y headline I almost fell out of my chair 😱. But I immediately recognized and understood that Fast Company is a business — and their job is to generate interest in a topic to improve their business position.
Context: Most interviews that get written about you don’t have sign off from the interviewee (me) so you never what or how an article is going to come out. In the early 2000s I was misquoted by Wired and it felt a bit icky — so that’s why I started a blog in 2004 on WordPress. Because my blog let me speak in my own words, versus the interpretations by someone else.
When I began studying design 30 years ago, I started as a technologist. It’s a very complex world—computer code, chip design—and I realized how important it was to make things simple, because it concerned everything in your daily life. If those things you bump into in your house or carry around with you were complex, they were going to make your life terrible. I wrote simple computer programs that would produce complex outcomes. I simplified complex technological experiences. Many designers love to live in a KonMari-style house where everything is super-duper organized; their clothes are folded standing up, and there’s joy or whatever. But I tend to like complexity and diversity around me. Creative people are inherently spatial learners. They understand through objects in their environments. It’s what feeds their spatial memory, their creativity.