Exceptional Experiences by Design: How to Craft a Winning Digital Experience Strategy

When it comes to the evolution of product categories, history has a habit of repeating itself. Early in the lifecycle of a product category, companies compete on the basis of features and functional benefits. Then, as competition increases and the category matures, competing products approach a state of parity as the rate of true feature innovation largely flatlines. At this point, the category pivots and it’s no longer about products in isolation. It’s about how people interact with products. In other words, it’s the experience that matters.

In mature markets, company success requires a new way of thinking that recognizes that great experiences distinguish great products and, ultimately, create highly desirable brands. The challenge is to develop a strategy centered on delighting customers and making a meaningful connection with them.

In this presentation, Diana will share how Quarry's UX team crafts winning digital experience strategies for their clients. She’ll discuss what outcomes an exceptional experience should achieve and how to work toward those outcomes by adhering to three foundational design principles. From there, she’ll describe a few projective tools and techniques that we can all apply in our own design work, as we strive to build exceptional experiences for our own clients or organizations.