Samantha Starmer has worked on a wide variety of user experience and information architecture projects and strategy while at Amazon.com, SchemaLogic and Microsoft. She is currently a senior manager at REI.com, where she is creating and leading new teams for user experience and information management, and incubating work around multi-channel customer experience.

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Designing Cross-Channel Experiences

The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.

The future of design is everywhere the customer touches our product or service – digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.

In a sequel to her MX 2010 talk – The Holistic Customer: Beyond the Website Experience – Samantha will provide specific recommendations for designing successful cross-channel experiences.

Topics covered will include:
1. Key pieces of a seamless, cross-channel customer experience
2. Tools and methods for designing multiple interaction touchpoints across touchpoints and channels
3. Lessons Samantha has learned (successes and failures!) from her own cross-channel experience design efforts