On Jun 6, 2009, at 6:57 AM, Steve Baty - UX Events wrote:
Is it clear? Would you add to it? Qualify it?
"An experience strategy is that collection of activities
that an organization chooses to undertake to deliver a series of
(positive,
exceptional) interactions which, when taken together, constitute an
(product
or service) offering that is superior in some meaningful, hard-to-
replicate
way; that is unique, distinct & distinguishable from that available
from a
competitor."
In addition to the length, it's occurred to me that there's something
else that is troubling me about this otherwise excellent definition.
It really only works in a commercial setting.
How would the folks at Cancer.gov, the US National Cancer Institute
(part of the National Institutes of Health), apply this?
They don't really need something "that is superior in some meaningful,
hard-to-replicate way; that is unique, distinct & distinguishable from
that available from a competitor."
But they do need a definition that lets them define a minimal quality.
There are lots of folks trying to put together a successful experience
strategy that aren't in the commercial sector where differentiation
from competitors is the ideal objective.
Jared
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