Capturing Customer Context for a Post-COVID World

Is your customer experience straining at the seams? Have your customers moved from office to home, and your charter along with it? Designing for the next generation of experiences requires up-leveling your understanding of your customer’s context – and everything we thought we knew pre-pandemic has changed. Will anyone ever want to touch a shared whiteboard marker again? In the face of this complexity, how do you ask the right questions and set yourself up for success?

Multimodal design expert Cheryl Platz shares a framework for exploring deeper human context inspired by her time in improvisational theater, and walks you through how these dimensions and insights will unlock greater success for your complex products and experiences. Inspired by Chapters 2 and 7 of Cheryl’s new book from Rosenfeld Media, Design Beyond Devices: Creating Multimodal, Cross-Device Experiences