Peter Merholz: When you start with the idea of making a thing, you’re artificially limiting what you can deliver. The reason that many of these exemplar’s forward-thinking product design succeed is explicitly because they don’t design products. Products are realized only as necessary artifacts to address customer needs. What Flickr, Kodak, Apple, and Target all realize is that the experience is the product we deliver, and the only thing that our customers care about.
At best, most product organizations have a list of requirements to meet, and, more typically, they simply have a set of features to develop. Designing and developing to requirements and feature lists leads to unsatisfactory experiences, because you’re no longer oriented to the perspective of the user. As you make decisions along the way, your concerns for features, data, and technology trumps serving the customer. This is in large part because you have those requirements and feature lists in front of you, but nothing to represent the experiential point of view.
This is where experience strategy comes into play. As my colleague Jesse James Garrett has commented, experience strategy serves as “a star to sail your ship by.” An experience strategy is a clearly articulated touchstone that influences all the decisions made about technology, features, and interfaces. Whether in the initial design process, or as the product is being developed, such a strategy guides the team and ensures that the customer’s perspective is maintained throughout.
2008.05.05 at 8:54 am / design
