Recently I found this good case study on how create a customer experience strategy by design. I particularly liked the way the experience attributes were synthesized through a thorough design process.

Today ‘Social Networks’ are a way of life. We see it in every possible web based service or application that we use. Sometimes we even wonder if all these ’sociability’ actually serve their purpose in our respective information environments. So is ‘Social Networking’ only a business model for advertising revenue? There is more [...]

If you are wondering what is the McDonald’s connection with web applications, let me clarify that this is not about the offerings. I intend to discuss the kinds of experiences a brand, either emerging or long established, promise to offer to the customer or the user. McDonald’s is more a case in [...]