Peter Merholz, the president of Adaptive Path, recently wrote an article entitled Experience design is not about brands. I must say it’s definitely a breath of fresh air to hear a person in Peter’s position talk this way because it validates some of my similar viewpoints on the subject that I’ve had in the past.
Experience, though, needs to be about the people. What do they want to accomplish, achieve, do? For experience to succeed, it must start with the person, and from there, impress upon the company. “Experience” is outside-in.
Simply put, if you want to truly connect with a person then focus on solving their problem instead of trying to sell your product. By helping them with their problem, you will in turn sell your product. Yes, it seems like only a minor deviation in how you interact with the person but it really makes a big difference.