Experience Design is Human-Centered; Our Metrics Should Be, Too

Design Has Matured

As experience designers, we spend our days developing solutions that solve meaningful and latent human needs. Our ambitions begin with seeking to empathize and understand human behaviors, emotions, and pain points. In the end, we’re using insights we’ve uncovered to design and ideate on experiences that help people do the things they care about most — things that can have a material impact on their lives. As design continues to mature and permeate corporate culture, designers have begun to help build and develop a customer-centric mindset. Companies across the globe are recognizing the importance of beginning with their customers to create cohesive and consistent experiences that delight and exceed expectations. They realize that great marketing isn’t enough — that it’s five times more cost effective to retain customers than it is to acquire new ones.

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