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Brian Kwong Salesforce WizardMark Ross Salesforce Yoda

Experience Design with Peter Coffee WizardCast Episode 78

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Experience Design

Peter Coffee was nice enough to talk with Brian and Mark on many topics. Here’s part two of our conversation with Peter Coffee, VP of Strategic Research at Salesforce, from Midwest Dreamin’ 2018.

The topic is Experience Design. What is experience design? Experience design is the practice of designing products, processes, services, events, and environments with a focus placed on the quality of the user experience.

The photo tag is “Don’t pave your cow paths.” Peter tells us about Boston paving over the cow paths versus designing a car-oriented transportation grid. It’s the equivalent of simply taking a paper process and making it digital without taking the time to design the process around the user using the digital process.

Have you ever sat down and watched how your users do their jobs? Putting yourself in the customers/user’s shoes gives you insight on how you should design your process/product.

As Peter mentions, most products you can buy today are pretty good compared to what we could get just a couple of decades ago. Using experience design to develop a GOOD experience will make you stand out in the crowd.

Peter users cows, cars, airlines and even tasers as examples of experience design’s – or lack there of – impact.

Show Overview

0:00 Last Time on WizardCast
01:38 Introduction
02:48 Terrible Joke
03:08 Coffee Break!
06:00 “The worse car you can buy today could have been sold as an upscale sports sedan 40 years ago.” Peter Coffee
07:50 What is Taser’s Product? It’s not stunning people
10:44 “Thought leadership is not a luxury.” Peter Coffee
12:06 Should WizardCast do some Experience Design?
12:38 Dungeons and Dreamforce. Streaming Event & Live at Dreamforce
13:45 Where’s Brian and Mark are presenting at Dreamforce
14:35 Outro, Intern: Pat Penaherrera
16:30 Post Credits

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