EXPANDING THE BOUNDARIES OF EXPERIENCE

February 24 - 26, 2020
Embassy Suites Denver Downtown, CO

How Does Experience Design Fit in my Industry?

By: Marisa White
10/30/2019

Experience Design offers a competitive advantage to organizations who fully embrace the mindset, principals, and human-centric processes, regardless of industry. To illustrate, we analyze a few industries, their challenges, and current solutions to optimize the experience design. 

 

Financial Services

The world of financial services is drastically transforming. Today’s generation does not view the financial industry the same, and for that matter customer loyalty. With a myriad of options at the fingertips, customers take an infraction of trust and disservice with utmost seriousness. In addition, the emergence of FinTech companies pose serious threat to the organizations at hand. Particularly organizations who disrupt the most traditional avenues of banking, the need for physical location. With customers judging experience not within industry but across the real estate on their phones, utilizing experience design becomes more essential than ever, but what is stopping these organizations?

 

Retail

The first and biggest Amazon disruptee, the impact of e-commerce on retail organizations has in many cases been detrimental. The largest disruption to the F10 over the last few years dismantled retail giants for (then) start up organizations. The state and longevity of organizations severely shortened, and sustainability could no longer be taken for granted. The mindset of the customer becomes exploratory. While standing in your store they can be looking up the statistics and features of the product without engaging a single person. There is a sense of instant gratification and expectation of experience unlike ever before.

 

Healthcare 

Patient Experience emerges as a dedicated division and priority within the healthcare industry. Moving beyond pleasantries and bedside manner, understanding the holistic patient experience and expectations often leads to quality, satisfaction, and retention. This has become an even larger now factor in today’s environment where patient satisfaction can determine funding, negative reviews online determine which hospitals patients trust, and the emergence of significant disruptors such as holistic treatments, urgent care, and telemedicine have emerged for non-emergent situations. 

 

Education 

There is no secret that the way we consume information is massively different than 5, 10, 15 years ago. However, it’s not as often acknowledged outside of our day to day, but instead in the context of how we learn as well. Attention deficient, in search of instant gratification, and with immense information at our finger tips, the way knowledge is developed and delivered and skillsets for today’s market must transform as well. Technology at an Unprecedented Rate: While true for all industries, much of the educational industry is focused on the youngest emerging generation, who will never know a world without a smart phone. Their use and understanding of technology demands educators keep up as well. 

 

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