Kim Goodwin
The values are the experience
These days, most organizations are at least intellectually convinced that the user experience matters to the bottom line. What most people don’t yet understand is that a user experience isn’t crafted from pixels, content, CSS, or even a friendly call center agent. Every aspect of an experience—whether it’s mediated by technology or by human employees—is really built from the shared values of the organization. Designers can either find ourselves becoming victims of those values…or we can learn how to get the most out of them.