Experience Design: Re-architecting the Trust Equation Through a Human-centered Design Approach

25 Jun 2020
by Nitish Mittal, Uthra K

The principles of design thinking have long been employed to improve products and services. Experience design transcends these principles by making people and their needs the first point of reference and views products, processes, and services through the lens of customer experience. In fact, it goes beyond just customer experience to include partners, employees, and the ecosystem at large.

Enterprises are investing in next-generation technologies and collaborating with service providers to transform end-user experience and differentiate themselves. However, the adoption of experience-led design has been different across verticals, with industries such as retail & Consumer Packaged Goods (CPG) and technology exhibiting higher adoption. In the COVID-19 scenario, experience design practices will especially enable enterprises to respond to and build trust among customers.

In this report, we study experience design and enterprise investments and adoption levels across industries. We look at recent acquisitions and investments made by service partners to help enterprises achieve their goals and transform end-user experience. We also talk about how experience design will become radically important in the next normal.


All industries and geographies


In this report, we:

  • Define experience design and its advantages for enterprises
  • Lay out investments made by enterprises and the partner landscape
  • Suggest key considerations for enterprises as they look to adopt experience design


Digital Services


Page Count: 31