Books & Videos

Table of Contents

  1. Chapter 1 The Experience Is the Product

    1. You Press the Button, We Do the Rest

    2. Increasing the Importance of Design

    3. Technology, Features, Experience

    4. The Experience Is the Product

  2. Chapter 2 Experience as Strategy

    1. Competitive Advantage: A Little History

    2. Escaping Parity

    3. The Escape of Novelty

    4. Why Experience Matters

    5. An Experience Strategy Isn't a Brand Strategy

    6. Embodied Experience Strategy

    7. Creating Effective Experience Strategies

  3. Chapter 3 New Ways of Understanding People

    1. Empathy

    2. Old Models and Their Problems

    3. What's Been Missing?

    4. A New Model

    5. Embracing Complexity

  4. Chapter 4 Capturing Complexity, Building Empathy

    1. Why Research Is Essential

    2. Capturing Complexity with Qualitative Research

    3. Where Organizations Go Wrong

    4. Making Research an Organizational Competency

  5. Chapter 5 Stop Designing "Products"

    1. Doing It Right

    2. Doing It Wrong: A Classic Mistake

    3. Doing It Right Online

    4. When Services Behave Like Products

    5. Symphony or Cacophony?

    6. Don't Over-Engineer

    7. The System Is the Product

  6. Chapter 6 The Design Competency

    1. Obstacles to Adopting Experience Design

    2. Understanding and Affecting Experience

    3. About Design

    4. Design as an Organizational Competency

    5. Advantages of a Design Competency

    6. The Idea Lab

    7. Creating the Long "Wow!"

    8. Four Steps to Your Long "Wow!"

    9. Relinquishing Control

    10. DIY Design: The Customer as Designer

    11. Design Competency: A Strategic Advantage

  7. Chapter 7 The Agile Approach

    1. The Agile Manifesto

    2. Less than Agile: The Waterfall Approach

    3. The Emergence of Lean Manufacturing

    4. The Agile Approach

    5. The Iterative Approach: A Little History

    6. How Companies Create Agile Environments

    7. The Shifting Landscape: Embedded and Networked Systems

    8. MIT's Fab Lab

    9. Overcoming Obstacles

    10. How to Get There

  8. Chapter 8 An Uncertain World

  1. Bibliography