T@W Ep 41: Understanding the “Invisible” Art of Experience Design

You might not notice a particularly good user experience (UX) – in fact, that’s often the point – but when done right, UX can inform nearly every user decision and shape brand perception. However, just as it’s easy to experience good UX design without realizing it, it can be easy to fall into pitfalls while taking a DIY approach. So, how can a business leverage the often “invisible” art of experience design to create delightful customer experiences and encourage long-term employee tech adoption? In this episode of Transformation @ Work, we’re unpacking the realities of experience design: why it’s crucial for businesses, the impact it can have on customers and employees alike, and how the right design partner can elevate a business’s experience to the next level. Key Insights: 03:22: What is user experience, and why is it so crucial for modern businesses to understand? 05:14: How UX directly impacts long-term customer perception of a brand – for better or worse 06:55: Introducing employee experience (EX), and how it guides long-term adoption for new digital technologies 08:46: How a qualified design partner can help organizations transform their experience for customers and employees alike 10:59: Common experience design use cases: How elevated UX design translates into better business outcomes for organizations 13:21: Potential pitfalls in experience design, and how the right technology partner can help teams navigate around them Guest Bio Gordon Forsyth Practice Lead, Experience Innovation, Gerent With two and a half decades of experience in the digital marketing sector, Gordon is a seasoned marketing leader and strategist. In his current role as Senior Practice Lead, Gordon brings expertise in digital business strategy, product management, digital marketing, content management and analytics, with implementation experience across the Salesforce platform.