Customer Experience Design

James Archer speaks at the 2016 Method+Madness Conference at Phoenix Design Week. Design isn't about making things pretty. It's about solving real problems by understanding customers deeply and creating authentic experiences that connect. That's what turned a forgotten Yahoo store into a thriving heritage brand.

Far too many experiences are designed around the assumption that people want to be engaging with them. It’s an easy mistake to make. If you’re designing, say, an ecommerce site, it would be natural to assume your customers have an internal drive to find a product they want, add it to their cart, a…