Having spent the majority of my career subscribed to design thinking principles, I’ve become especially sensitive to the way the term “user experience design” has been misused. There still seems to be a large contingency of folks who confine “UX" to the digital on-screen experience.
I’m a staunch believer in integration. The notion that people don’t view brands in discreet channels. It's all one experience. This is an idea I believe most people can subscribe to without issue. But until we elevate the application of user experience design to a higher plane, it will continue to be misappropriated.
I think there’s something to be found in a line of dialogue from the trailer for Steve Jobs, where Michael Fassbender, starring as the late Apple founder, explains his role to Seth Rogen (Steve Wozniak) — “Musicians play the instruments. I play the orchestra."
User experience design should be viewed in largely the same fashion. Rather than playing just one instrument (digital), a user experience designer should be tasked with unifying the ensemble and shaping its sound. Thoughts of “transmedia storytelling” come to mind.
So, if everyone can agree on a universal user experience that cuts across channels, why do "360-Degree” programs too often fall short? Simply put, cross-agency cooperation. Everyone is so consumed with impressing their clients with standout ideas — and sometimes one-upping their agency partners — that they end up pulling in slightly different directions for the sake of their own gain.
The result is an end user — who didn't have the benefit of seeing the pitch deck — experiencing a disjointed brand journey. We — as marketers — understand the strategic thematics that tie everything together because we’re mired in the work every day. But the average person may not connect the dots between the headline he sees in retail, a vaguely similar activation online, and a story being told on television.
When various agencies are focused on creating kick-ass work in their own right — and not achieving one universal creative pursuit — they’re not exercising the full-strength of the creative.
One way to solve for this would be to cut the agency roster down to one. That’s neither realistic nor advised — at least yet — because there isn't any one agency that can do it all well. Nor should there be. But perhaps looking on the agency-side for a solution isn’t the best approach.
This guardian of the consumer journey may be best situated at the intersection of all the work: the brand. Instead of putting the onus on the agencies, there should be someone on the client side — separate from the disparate marketing directors — who keeps all parties honest. Someone looking out for the end user, and has the authority to overrule his or her counterparts and agency partners.
On the flip-side, I understand that many have simply resigned to the belief that we live in a world of soundbites. That no one ever really sees — or is interested in — a multi-channel brand experience. But even if you were to subscribe to that belief, cross-channel planning can still clearly be cut from the same cloth. Coca-Cola’s Share A Coke campaign is a prime example of a tightly controlled narrative experienced across television, out-of-home, social, and retail/packaging.
We need to rethink user experience design to encompass what experience design truly means. The path-to-purchase may no longer be linear (was it ever?), but it should be consistent, artfully crafted, and drawing from the same insights. Given today's proliferation of marketing channels, the need for a people’s champion is just a real as it has ever been.