Abstract
Customer experience (CX) design is an essential component of any brand to ensure that they can deliver on their promises to their clientele. Within the COVID-19 paradigm shift, effective CX design has become more essential than ever as businesses are forced to adapt to restrictions that are radically changing their interactions with their customers. Customer journeys are impacted by government-mandated lockdowns, the responsibility of enforcing social-distancing, and even with business models being forced to pivot. Presented by the Partners of Unsold Studio, this session uses case studies of recent brand design projects that integrate the customer journey into the many touch-points of the brand. Each project was developed during the pandemic, and considers elements like augmenting messaging via social media, creating streamlined checkout processes on digital platforms, enforcing social distancing regulations, communicating new delivery procedures, as well as maintaining the brand’s core promise as the businesses are forced to adapt.
Presenters
Lilian CrumAssociate Professor of Graphic Design, Department of Design, Lawrence Technological University, Michigan, United States Meaghan Barry
Department Chair and Associate Professor of Graphic Design, Department of Art and Art History, Oakland University, Michigan, United States
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
KEYWORDS
Brand Design, Customer Experience Design, CX, Design Practice
