15 January 2007

Customer-centered experience design: creating loyalty in an experience economy

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Cord Woodruff, director of human factors engineering at Definition 6, an Atlanta, Georgia-based eBusiness and IT consultancy, has published a long and in-depth article (part 1, 2, 3, 4) on customer-centered experience design on TechLinks, a web platform for the Georgia technology industry.

Or so I thought.

Until Jesse James Garrett, president of Adaptive Path, pointed me to the original article “Customer Loyalty and the Elements of User Experience” (pdf, 332 kb, 6 pages), published last winter in the Design Management Review, and obviously substantially plagiarised by Woodruff.

Such practices are not only unethical, but also extremely counterproductive, as it doesn’t take much for the truth to appear. After all, what happens in Atlanta, GA quickly reaches San Francisco, CA, via Torino, Italy if need be.

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We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

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