Experience Strategy @ Johnny Holland

I previously reviewed Subject To Change on this blog. In reviewing the book with the UX book club, Steve Baty offers a good summary of experience stragtegy in a recent article on Johnny Holland.

Here’s Steve’s definition:

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.

Check out Steve’s article for a play-by-play blow of this all-important concept.

About Jim Kalbach

Head of Customer Experience at MURAL

One comment

  1. James,

    Thanks for reading the article at Johnny Holland and making note. Just to clarify: the definition of experience strategy you’ve quoted above is mine; it isn’t from Subject to Change.


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