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Scott Plewes
Scott Plewes

Chief Strategy Officer

Experiences are everywhere: UX Goes Beyond Human-Digital Interactions

Interactions – and hence experiences – occur between people and other people, institutions, physical items, and more. All these interactions can be designed to some degree. Focusing just on digital design when trying to revamp your customer’s experience can limit your results.

What else to know about UX beyond human digital interactions:

  • Remember your user or customer is having experiences before and after their digital interactions with you; you generally need to understand these for the digital experience to work
  • Part of that understanding includes the transition to digital interaction; that transition needs to be accounted for and designed to
  • Many of the principles in digital interactions apply to other (person-to-person for instance ) interactions. For example “use the customer’s language” ( as opposed to internal technical language ) applies to digital or people interactions
  • Similarly with personas, journey maps and so on. There is no reason to limit them to digital interactions
  • In the same way you design responses of the software to certain situations, you can design responses by, for instance support teams, to certain situations and people.

Scott Plewes
Scott Plewes

Chief Strategy Officer

Over the past twenty-five years, Scott has worked in the areas of business strategy, product design and development in the high tech sector with a specialization in experience design. He has extensive cross-sector expertise and experience working with clients in complex regulated industries such as aviation, telecom, health, and finance. His primary area of focus over the last several years has been in product and service strategy and the integration of multi-disciplinary teams and methods. Scott has a master's degree in Theoretical Physics from Queen's University.

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