8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
NN/g UX Podcast
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Understanding Customer Journeys Through Diary Studies
It's intimidating to think about how one might unify all these different channels. And also, you know, how do you even research like that type of cross channel experience? Do you kind of watch people use one of the channels, or do you typically, like, stick around for a longer period of time? What do you, what do you typically do? Well, it's not quite as straightforward as the typical user research that we might do in a lab setting. We have to think beyond this and try to understand the entire journey.
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