Recommendations/ways to achieve a seamless, personalized and ambient experience
Do user reserach, conduct interviews, create user personas, scenarios, customer
journey maps, contextual workflows to determine the devices, interaction points
and input/output modes that best suit the user needs.
Isolate a single experience and expand multi-experience capabilities based on
device and modality requirements from user personas and business drivers. This
will help to amplify existing applications or build a new one with additional
multi-experience capabilities when the requirement is clear.
In a world where the line between product and service is becoming increasingly
blurred, Service Blueprint is a great way of fully
understanding the process
related to a service.
Decouple multi-experience user interactions and client side components from
backend multi-experience integration and services using mesh app and survive
architecture (MASA) principles.
Leverage agile practices and an agile architecture allowing to easily add new
designs and technologies supporting additional devices and modalities with
minimum friction. Enables clear focus, minimizes dependencies, supports
continuous delivery and simplifies testing.
Apply patterns that support dynamic integrations and communications like API
mediation, back-end-for-front-end (BFF), micro-frontend.
Helps implement and connect the frontend and backend components of the app
experiences. Micro frontends and micro apps allows development teams the ability
to focus on the individual experiences as well as use optimal technologies and
design. The important pattern is isolating the experiences on the device to
avoid heavy dependencies and provide a clean, focused experience for the user.
Depict seamless navigation between user experiences aligned with workflows,
retaining context as users transition between different devices and interaction
points.
Implement single sign on (SSO), Face ID, Touch ID logins, direct links and
utilise consistent data
Assures a seamless transition for users as they move from one experience to
another. SSO, Face ID and Touch ID authentication is beneficial because it's
frictionless, simple, and secure. These are typically deployed for convenience
and transparency. There are emerging standards like Web Authentication (based on
the work of the FIDO Alliance) that leverage hardware capabilities to allow
secure, privacy-preserving authentication to remote systems.
Successfully Connecting Multi-Experience, Customer Experience
and Employee
Experience
Not only must digital be a building block of CX, it must be a foundation for EX. This
requires team effort where a customer centric culture exists across the organization. A
customer-centric culture among employees helps streamline decision making due to singular
focus on customers. Every customer going through a journey to accomplish a goal usually
involves multiple departments and cannot be conducted in silo. So CX is increasingly
determined by EX. Strengthening it with effortless UX and personalizing it for customers
through MX leads to outstanding and enduring CX.
These four disciplines need to bind together cohesively delivering transformative and
memorable experiences for all users of digital products and services including customers and
employees.
Sample journey of a health insurance seeker with multi-device and
multi-touchpoint experiences
Discover how important it is to have a consistent, seamless and engaging user experience
across different devices
Sample journey of a health insurance seeker with multi-device and
multi-touchpoint experiences
Discover how important it is to have a consistent, seamless
and engaging user experience across different devices
Take immediate steps to Future Readiness
Depending on the verticals, revisiting business strategy to support
multi-experience
development may be the key to future readiness and client loyalty. The
challenge is to make
it happen in a way that provides consistent user experiences and results in the experiences
customers are looking for.
The idea is not to do everything at once. Having good design, usability and research
practices helps in shaping the multi-experience strategy and development. If you have
questions about how multi-experience design can accelerate your business, we can help.
A multiexperience approach ensures that all touchpoints of interaction with your business are
consistent, and that customers can transition seamlessly between them. As one of the leading
CX firms for multi-experience, Intelligaia helps to digitally transform companies by
collaborating with them in validating and implementing their strategic vision and executing
with real world results. MVP in a Week is
Intelligaia’s proven method for ensuring that a CX
strategy is effectively translated into superb execution.
