Steve Diller

The notion of experience design has been more or less worn out in recent years by interaction design practitioners and managers, but this book provides a refreshing reminder that the customer is really where everything starts and ends. The authors survey the development of consumerism and marketing from product focus through brand focus to experience focus, and then devote most of the book to a customer-centered process for developing products and services. The development process they introduce is strongly focused on the meaning that products and services make to customers, and builds an empirically well-grounded and coherent image of intended experience. In my opinion, it addresses a topic of growing significance to interaction designers and it does so in a highly credible way.… (altro)