Customer Experience

Several years ago (2003 - 2005) when I was an Information Architect at Creo (a once-upon-a-time tech darling in BC that got bought out by Kodak) I learned a very valuable lesson about the weight that data and evidence carried over my in-depth knowledge of the content and IA (information architecture) of the site.

There is talk of innovation everywhere. Governments and business are talking about ways to close the innovation gap, to stimulate the economy and growth through innovation. Within this talk there is a great deal of focus on development: developing new apps, developing new technologies, developing a culture of innovation.

Stanley Marcus, of Neiman Marcus fame, once said, “There are only two things of importance. One is the customer, and the other is the product. If you take care of the customer, he comes back. If you take care of the product, it doesn't come back.” These days, that focus on customers and products comes together in the User Experience.