{"id":31301,"date":"2023-07-05T14:08:42","date_gmt":"2023-07-05T18:08:42","guid":{"rendered":"https:\/\/www.concentrix.com\/?p=31301"},"modified":"2025-10-10T14:58:30","modified_gmt":"2025-10-10T18:58:30","slug":"what-is-experience-design","status":"publish","type":"post","link":"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/","title":{"rendered":"What Is Experience Design?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"31301\" class=\"elementor elementor-31301\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-64e50d18 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"64e50d18\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9c122e\" data-id=\"9c122e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7ade942c elementor-widget elementor-widget-text-editor\" data-id=\"7ade942c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">When you <a href=\"\/state-of-brand-love\/\">fall in love with a brand<\/a>, purchase a product, use a service, or get help from an advisor\u2014each of those moments has been carefully crafted by experts from a number disciplines. To better understand \u201cwhat is experience design,\u201d start from those lived experiences of purposeful interactions that generate positive outcomes. At its most essential, experience design is a process that defines the moments that matter when people engage with a company.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:288,&quot;335559740&quot;:259,&quot;335559746&quot;:120}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">At Concentrix, we\u2019re all about putting people first. We believe the key to successful experience design lies in understanding and serving the humans at the heart of it all. Instead of getting caught up in the problem as it\u2019s framed by the business, we take an \u201coutside-in\u201d approach, which means we step into the shoes of customers to truly understand their needs and desires. Our experience designers play a critical role in this process, balancing values, costs, tools, and interactions, and, most importantly, serving as informed advocates for the customer. By adopting this approach, we\u2019re able to break down barriers, foster collaboration, and create products and services that are not only efficient<\/span><span data-contrast=\"none\">,<\/span><span data-contrast=\"none\"> but also sustainable.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:288,&quot;335559740&quot;:259,&quot;335559746&quot;:120}\">\u00a0<\/span><\/p><h2 aria-level=\"2\"><span data-contrast=\"none\">Methods Behind Experience Design<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2><p><span data-contrast=\"none\">As designers, we use a variety of different perspectives to understand the people we are designing for. User experience (UX) is useful when considering the flow and function of a product or service. Customer experience (CX) is a broader perspective that looks across a journey to define the value that a company, product<\/span><span data-contrast=\"none\">,<\/span><span data-contrast=\"none\"> or service can provide. And at the highest level, we look to understand how our clients can earn a role in the customer\u2019s \u201cbig life\u201d\u2014not just the customer experience, but their life experience\u2014by creating meaningful associations and experiences.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:288,&quot;335559740&quot;:259,&quot;335559746&quot;:120}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f387575 elementor-widget elementor-widget-image\" data-id=\"6f387575\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1900\" height=\"998\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image.png\" class=\"attachment-full size-full wp-image-31304\" alt=\"\" srcset=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image.png 1900w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image-300x158.png 300w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image-500x263.png 500w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image-768x403.png 768w, https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-is-Experience-design-In-Blog-Image-1536x807.png 1536w\" sizes=\"(max-width: 1900px) 100vw, 1900px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-705ccf72 elementor-widget elementor-widget-text-editor\" data-id=\"705ccf72\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Together, these methods provide us with a set of human-centered design methods that enable us to understand problems, frame opportunities<\/span><span data-contrast=\"none\">,<\/span><span data-contrast=\"none\"> and inspire ways of designing, building, and running experiences that create value and meaning.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p><h2 aria-level=\"2\"><span data-contrast=\"none\">Complex Problems Require Human-Centered Design Thinking<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2><p><span data-contrast=\"none\">One example of the challenges that human-centered experience design can address is in the healthcare industry. Healthcare practitioners are dedicated individuals, but the infrastructure\u2014think of the layers of appointment setting, referrals, paperwork, patient data, claims processing, etc. required for care\u2014between providers and their patients is often complicated and creates significant impacts and disadvantages. We\u2019re working with clients to <\/span><a href=\"\/insights\/blog\/convenience-and-trust-define-the-new-battleground-in-healthcare-ecommerce\/\"><span data-contrast=\"none\">create smarter, easier connections across this complex ecosystem<\/span><\/a><span data-contrast=\"none\">, making it more logical, more empathetic, and less burdensome for all involved.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">To help drive change in a complex environment, we bring together a variety of human-centered methods. Research-informed personas, detailed <\/span><a href=\"\/insights\/case-studies\/delivering-a-cx-journey-blueprint-for-success\/\"><span data-contrast=\"none\">customer journey maps<\/span><\/a><span data-contrast=\"none\">, and service blueprints combine to give us a way to understand how a customer experiences a variety of interactions and touchpoints. In healthcare, we can map physical and emotional outcomes from the journey down through the enabling processes\u2014such as<\/span><span data-contrast=\"none\"> patient education, care coordination, case management, and community outreach programs\u2014a<\/span><span data-contrast=\"none\">nd technology platforms to understand root causes and areas of opportunity.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p><h2 aria-level=\"2\"><span data-contrast=\"none\">What Is Experience Design in the Future?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2><p><span data-contrast=\"none\">We\u2019re entering a new era of integrated experiences and interconnected ecosystems, with the opportunity to create new forms of value for customers\u2014and <a href=\"\/insights\/blog\/ai-governance-in-customer-experience-first-steps-best-practices\/\">there\u2019s an urgent need to manage and control the influence of AI on customers and businesses<\/a>. More than ever, an ability to step back from the technology and see things from a human perspective will be critical to safely getting the most out of new technologies. It\u2019s rapidly becoming easier to weave together data, intelligence, systems, and solutions that can empower people and deliver amazing experiences and outcomes. But these emerging experiences still have to resonate authentically with customers, stay true to the brand vision, and exist safely alongside traditional modes of engagement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">We\u2019re working with clients to help <\/span><a href=\"\/insights\/blog\/the-evolution-of-cx-how-emerging-technology-trends-can-empower-the-individual\/\"><span data-contrast=\"none\">define the new rules of engagement for the next wave of digital customer experiences<\/span><\/a><span data-contrast=\"none\">, understanding how they can empower people, and be personalized, relevant, and useful across the customer journey. As human-centered experience designers, we help bring insight and empathy to these engagements\u2014and provide methods to consider the intended and unintended impacts of new experiences. The future is accelerating rapidly and human-centered experience design can be a powerful tool in making good decisions and delivering great experiences.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Watch our <\/span><a href=\"\/insights\/webinars\/rethink-your-cx-ecosystem\/\"><span data-contrast=\"none\">webinar<\/span><\/a><span data-contrast=\"none\"> on rethinking your CX ecosystem for the new era of digital engagement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-15af3b64 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"15af3b64\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-483663aa\" data-id=\"483663aa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2b07b825 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"2b07b825\" data-element_type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img decoding=\"async\" src=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/elementor\/thumbs\/Colin-ONeill-qrycu2vf1y3lenzmoo852iktk1pm3ss10b0c9746i0.jpeg\" title=\"Colin-ONeill.jpeg\" alt=\"Colin-ONeill.jpeg\" loading=\"lazy\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Colin O'Neill<\/h3><p class=\"elementor-image-box-description\">Senior Director, Design<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Explore the methods behind experience design and how they create value, meaning, and meaningful associations for customers. <\/p>\n","protected":false},"author":36,"featured_media":31302,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"footnotes":""},"categories":[556,1168,1111],"tags":[817,1326],"class_list":["post-31301","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-cx-management-insights","category-experience-design","tag-human-centered-design","tag-legacy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Is Experience Design - Concentrix<\/title>\n<meta name=\"description\" content=\"Get the lowdown on what is experience design and discover the power of human-centered design. Start designing the future of CX.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What Is Experience Design?\" \/>\n<meta property=\"og:description\" content=\"Get the lowdown on what is experience design and discover the power of human-centered design. Start designing the future of CX.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\" \/>\n<meta property=\"og:site_name\" content=\"Concentrix\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/concentrix.corporation\" \/>\n<meta property=\"article:published_time\" content=\"2023-07-05T18:08:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-10T18:58:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-Is-Experience-Design-Hero.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"526\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Leo Da Costa\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"What Is Experience Design?\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-Is-Experience-Design-Hero.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@Concentrix\" \/>\n<meta name=\"twitter:site\" content=\"@Concentrix\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\"},\"author\":{\"name\":\"Leo Da Costa\",\"@id\":\"https:\/\/www.concentrix.com\/#\/schema\/person\/5d792e6ea5f2e9a0dd35b362b8937966\"},\"headline\":\"What Is Experience Design?\",\"datePublished\":\"2023-07-05T18:08:42+00:00\",\"dateModified\":\"2025-10-10T18:58:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\"},\"wordCount\":730,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.concentrix.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-Is-Experience-Design-Hero.jpg\",\"keywords\":[\"human-centered design\",\"Legacy\"],\"articleSection\":[\"Blog\",\"Customer Engagement\",\"Experience Design\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\",\"url\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/\",\"name\":\"What Is Experience Design - Concentrix\",\"isPartOf\":{\"@id\":\"https:\/\/www.concentrix.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.concentrix.com\/insights\/blog\/what-is-experience-design\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.concentrix.com\/wp-content\/uploads\/2023\/07\/What-Is-Experience-Design-Hero.jpg\",\"datePublished\":\"2023-07-05T18:08:42+00:00\",\"dateModified\":\"2025-10-10T18:58:30+00:00\",\"description\":\"Get the lowdown on what is experience design and discover the power of human-centered design. 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