Successful consumer experiences are as much about behind-the-scenes business operations and processes as they are about easy-to-use products and cool designs.
There is no doubt anymore that most companies recognize the true power of experience—thanks in large part to Apple, who has successfully emphasized user experience as an important element of success. And yet, it’s amazing to see that there is no simple definition of what “experience” really means or entails. Is it the overall interaction with a cool or smart design or is it confined to the graphic user interface (GUI)? I would say both. But I would also add that the complete user experience must also entail the service flows around various experience touch points.
The fact is, experience is the art of taking all those behind-the-scenes business processes and operating complexities (which we always tend to overlook), rationalizing them into streamlined functions, and then hiding them from the user by creating easy-to-use touch points and cool designs. So far, this is what has set Apple ahead of the competition, even as the competition floods the market with a surfeit of Apple look-alike products.