Jon Otis is featured in M/I/S/C/ magazine, a quarterly print and online publication integrating business innovation, design thinking, and global culture. The Design of Customer Experience Design, authored by Jon, appears in The Customer Experience Issue (Fall 2011).
“While everything we do, everything we see and everything we encounter technically provides us with an experience, there is a critical distinction between the majority of these experiences and those that are memorable and therefore worth a detailed dialogue. The high-level components that are integral to any experience are knowable and reproducible, which in turn enables them to be designable.”
To read more, download a PDF of The Design of Customer Experience Design.
