Design experiences across every dimension of human interaction to get closer to your target audience or customer.
Stop me if you’ve heard this one before. A doctor recommends an over-the-counter topical cream to their patient. Ever fastidious, the patient gets a second opinion from Dr. Google. The patient likes what they read, and also learns that a big-box retailer just a quick bike ride away has the cream in stock. Mindful of their carbon footprint, the patient resolves to ride to the store rather than having the product shipped—even if it’s ostensibly less convenient. But at the pharmacy section, they’re met by a wall of locked glass, the cream tantalizingly out of reach. They buzz for assistance. No response. They buzz again. No response. Our patient confronts a stark lesson: Seamless shopping experiences remain more aspiration than reality.
