UX (user experience) ecosystems are interconnected systems of interactions and touchpoints that users have with a product or service. This includes all digital and physical elements such as websites, mobile apps, customer support and physical products. Well-designed UX ecosystems ensure a seamless and consistently good user experience across all these touchpoints.
CEO of Experience Dynamics, Frank Spillers explains how to map an ecosystem in service design.
A UX ecosystem is a holistic framework—and one that’s crucial for designers to use to enhance user experiences. A UX design ecosystem is a complex network that includes not only the user interface but also technological, content, social and physical environments. For a basic example, a product such as a mobile phone doesn’t exist in a vacuum. One design consideration is that a user may need to regularly switch their notification mode from sounds to vibrations so they don’t disturb others in certain situations. It’s a designer’s role to anticipate the ways in which users will encounter the products and services of brands they work for. When designers understand the realities that these users find themselves in at those times, they can fine-tune things to make the best designs to meet their users’ expectations.
One thing that’s particularly important is to appreciate just how many factors and channels are involved in UX ecosystems. There are many ways that users encounter and access brands—both digitally and physically. All of these factors are interconnected, and they shape how users interact with a product or service. Because of this, they influence how users come to perceive—and trust—the brand that’s behind the product or service they use.
When designers approach ecosystems of UX like this, they recognize just how important various tools and components are. These include UX ecosystem mapping and mobile UX ecosystems—among others. These factors play vital roles with which designers can create seamless and effective digital experiences, services and more. Designers need to craft products and services that slot neatly into the lives and realities of the people who will use what they provide for them. Due to this, the ecosystems that designers must consider can be highly intricate and involved, for products, services and brands that combine products with services.
Pictured here are the elements in a service ecosystem, reading in a clockwise manner.
© Jesse Grimes, Fair Use
This example is of a high-level service ecosystem for an insurance provider.
© Jesse Grimes, Fair Use
To design a UX ecosystem takes a profound understanding of its multifaceted nature. Designers need to orchestrate an array of elements—including data, physical items and personnel—in a way that goes beyond individual interactions. The goal is to create a user-centered ecosystem that doesn’t just address the immediate needs but anticipates the dynamic context and device preferences of users, too. This helps to make sure a cohesive and delightful experience does happen across all touchpoints.
To fully grasp UX ecosystems as a concept, it’s vital to recognize the diverse components that make up this comprehensive framework. First of all, a UX ecosystem consists of five main elements: the user interface (UI), technological environment, content ecosystem, social environment and physical environment. Each of these components plays a critical role—and that’s because it shapes the interactions that users have with products or services.
User interface (UI): This is the point of interaction between user and digital product—and it includes design elements like layout, visual hierarchy and visual aesthetics.
Technological environment: This encompasses the software, hardware and networks that support both the user interface and the delivery of content.
Content ecosystem: This involves the creation, management and distribution of content that users interact with within the UI. It includes the design of information architecture, microcopy—like button text—and more.
Social environment: This considers the human interactions and social contexts in which users use the product, including shared user experiences and community feedback mechanisms.
Physical environment: This is the actual physical space where interactions with the product or service occur. It can influence accessibility and usability and also requires sharp insights for designers to meet users’ expectations and needs.
One aspect of UX ecosystems that’s essential is the dynamic flow of information across various components within an ecosystem. It evolves with user interactions and feedback as the basis. Users aren’t passive recipients. They’re participants, and actively manage information and contribute to the production of knowledge within the ecosystem. For example, a GPS app may have real-time updates about traffic conditions or reports about events or potential hazards from user feedback on the road.
This active participation helps to refine and evolve the ecosystem so designers can better meet these users’ needs and expectations. So, users’ feedback is a vital item for designers and brands who want to both achieve good UX design and excel at great experiences. It guides service and product design in the real world—towards creating products and services with higher conversion rates and optimal features such as exceptional visual design.
Designers must—therefore—look on the ecosystem as a whole, and understand the interdependencies between its various components. They need to design not just for individual users or single applications but for a community with its own social standards and communication practices, too.
Designers need to see interfaces as more than just on-screen interactive elements for single users. In a UX ecosystem, interfaces act as proxies that mediate communication between participants. So, designers need to make sure that these interfaces make for easy and seamless information flow and enable effective interactions within the ecosystem.
The factors of UX ecosystems go across many categories for designers and brands to consider.
© Matthew Hodgson, Fair Use
Some major benefits include these:
When organizations take an ecosystem approach, they make sure a uniform experience happens across various platforms and devices. This consistency is vital both to maintain brand identity and to build user trust. That’s because it eliminates confusion and reinforces familiarity with the product.
A comprehensive understanding of the UX ecosystem lets designers get valuable insights into user needs and behaviors. This deepened understanding empowers them to develop more effective design solutions—ones that are more empathetic, too. This gives a boost to both users’ satisfaction and their engagement.
Watch this video to understand the need for empathy in design:
When designers view UX through the lens of an ecosystem, it encourages them to think outside the box. This perspective helps stoke the engines of creativity and innovation—powering towards groundbreaking solutions that redefine user experiences.
Author and Human-Computer Interaction Expert, Professor Alan Dix explains out-of-the-box thinking in this video:
The ecosystem approach helps brands spot pain points and address them more effectively. When designers think about the entire system, they can pinpoint issues that bit more accurately and develop holistic solutions that address these challenges in comprehensive ways.
Some significant challenges include:
Often, UX ecosystems suffer from inefficient manual workflows—and these are due to disconnected systems. The lack of communication between channels, together with the presence of siloed systems, results in a fragmented approach—and it’s something that can hinder seamless user experiences.
When there’s no automation in managing ecosystem components, it can lead to inefficiencies. What’s more, without robust data insights into content performance and user interactions, it can be a real challenge to optimize an ecosystem for better results.
When designers address these challenges while leveraging the benefits, they can enhance the effectiveness of UX ecosystems. And they can—ultimately improve the overall user experience in this way.
In service design, it’s vital to understand how the various actors and parts come together to create a service, and how they use all the items required, and help optimize the service for customers. The structure of an ecosystem consists of:
The actors who together create the customer experience—including employees and contractors, on the frontstage and backstage (the customer-facing areas and behind-the-scenes or production areas, respectively).
Their practices: the services or value they deliver to customers.
The information they need, use or share to deliver their parts of the service.
The people or systems these actors interact with so they can perform their functions.
The services available to them—that is, to supporting organizations, like carriers.
The devices they use, such as mobile phones.
The channels they communicate through, such as email.
Watch as Frank Spillers explains frontstage and backstage elements of service design:
When designers use ecosystem maps, these can be powerful tools for them to visualize the relationships and flows between all relevant actors and components. These maps help designers and design teams find gaps or disconnects that may exist. And maps like this give a holistic view—one that’s crucial for effective UX design. For instance, if designers understand just how different devices and services interconnect within the ecosystem, it can help them to make sure that seamless user experiences become a reality across multiple platforms.
An ecosystem map of a service design, in this case mirroring an aspect of Amazon’s service.
© Frank Spillers and Experience Dynamics, CC BY-SA 3.0
Ecosystem maps also show a brand’s service as a system and how the components within that entire system connect. These maps are UX deliverables like personas in terms of their value and how they represent a service as a “living” entity. When designers map out how all the actors, support brands or ancillaries, information and the other components work together, they can find areas to improve. There could be disconnects that keep information from flowing properly. For example, there could be a disconnect between the store that should have processed food orders and the app that mistakenly told customers their meals were ready for pickup.
For an example of a service UX ecosystem, Amazon’s ecosystem (from a delivery perspective, depicted above) includes:
Delivery services and vehicles.
A database.
Email notification.
Logistics occurring behind the scenes.
The actors, devices, infrastructure and other elements interplay to support the best customer experiences. It’s vital to understand the ecosystem as more than the sum of its parts. The dynamics and connections between the parts are vital to the service’s—and brand’s—health. From the ecosystem maps that designers make, they’ll be likely to find breakpoints.
Apple's integrated ecosystem: Apple exemplifies a really successful multi-device ecosystem where devices such as the iPhone and Apple Watch interact seamlessly. The ecosystem enhances functionality over time—with the iPhone providing real-time analytics through its connection with the Apple Watch, showcasing a beautifully designed user interface, one that evolves with user needs.
Google's open ecosystem: Unlike closed systems, Google’s ecosystem thrives on an open software environment that leverages user data to boost experience and ad relevancy. The more users interact with Google services, the more tailored and predictive their user experience becomes—and that’s thanks to sophisticated data analysis techniques that anticipate user needs.
Customizable banking experience: Banks offer customizable user experiences, and they let users personalize their banking cards and mobile app interfaces. This personalization extends to the functionality—with features designed to simplify finance management while they give users a streamlined, user-friendly interface.
Innovative online shopping: E-commerce platforms have transformed the online shopping experience by integrating bright, vivid imagery and well-positioned calls to action. Advanced filters and clear product categories improve user interaction, and they make shopping intuitive and engaging as well.
Amazon’s site captures the essence of UX ecosystems well with its grasp of how its many users encounter the brand and the various qualities, services and more that they expect.
© Amazon, Fair Use
Language learning platforms: Platforms like Duolingo use gamification to make learning new languages engaging and effective. By scoring users and offering positive reinforcement, they make a stimulating learning environment that encourages both daily engagement and long-term retention.
Digital asset management (DAM): DAM systems unite multiple storage locations for assets—and they create variations at scale for each channel and provide valuable insights into asset usage, too. Integration with systems like Product Information Management (PIM) and e-commerce enhances the DAM’s effectiveness. This shows an application of UX in complex information environments that’s successful.
Duolingo leverages gamification to help users learn new languages, appreciating the wide range of contexts and needs of new language learners.
© Duolingo, Fair Use
How to design for UX ecosystems? It calls for a strategic and systematic approach. Here are some best practices:
Start by getting a really comprehensive understanding of the UX ecosystem. Find all the actors, components and their interdependencies within that ecosystem.
Always keep the user at the core of the whole design process—and understand the user's needs, behaviors and expectations. Design the ecosystem to cater to them. Do UX research—and thoroughly so—to establish exactly what users would need and expect.
UX Strategist and Consultant, William Hudson explains the importance of user research:
Keep a consistent user experience going across all touchpoints. That includes consistency in design, functionality and information flow.
Design the ecosystem to make it easier for seamless transitions to happen between different devices, platforms and interfaces. Make sure that the user can easily switch between different touchpoints—and so they don’t have any disruption. For example, consider a user who’s trying to book a flight on a laptop—but then needs to be on the move and use a smartphone. Make sure they can pick up where they left off with maximum convenience.
Keep in mind that UX ecosystems are dynamic and they’re constantly evolving. It’s really important to be ready to adapt and evolve a design to keep up with changes in user needs, technological advancements and other factors that can have an influence.
Designers need to continually test their design with real users and iterate based on the feedback these users give. It’ll help designers spot and address any issues or gaps in the user experience.
William Hudson explains important dimensions of usability testing:
When designers approach the problem and solution space properly, they can create robust UX ecosystems that aren’t just functional and user-friendly but also sustainable and adaptable to future advancements and changes in user behavior.
Overall, it’s important for designers and brands to envision the realities of their users and be mindful of how no designed part should exist in a vacuum. Rather, they should remember to meet their users’ expectations and needs as they move through their user flows or customer journeys. When designers do this—and do it well—they help establish their brands firmly as being more relevant, helpful and desirable to the users who engage with them and come back for more.
Take our Service Design: How to Design Integrated Service Experiences course.
Read our piece, Making sense of new UX words: A first dictionary for UX Ecosystem Design.
Read our piece, Stop thinking of specifics and focus on the UX Ecosystem.
Consult Design for a Thriving UX Ecosystem by Dave Jones for additional insights.
Read Using a Service Ecosystem to Quickly Grasp Complexity by Jesse Grimes for important insights.
Go to UX for Ecosystems: Why It’s Important by Conor Mackin for further details.
Read Digital Product Ecosystems, good UX and their impact by Benhur Senabathi for more insights.
A UX ecosystem encompasses all elements that affect the user experience—and these include internal and external factors. UX design—though—focuses more on creating products that provide meaningful and relevant experiences to users. A UX ecosystem stretches beyond the product to include every touchpoint a user might encounter in their interaction with a brand or system. That includes customer service, physical and digital environments—and even company policies that impact user satisfaction.
In contrast, UX design has a narrower scope—and it concentrates on the usability, accessibility and pleasure that the interaction provides between the user and the product. It involves processes like user research, prototyping, usability testing and final design implementation. All of these are for the purpose of enhancing the user's interaction with a specific product. For instance, a well-designed app (UX design) might still end up with a poor user experience if the customer service or company policies (parts of the UX ecosystem) aren’t so strong.
Watch this video to understand UX design better:
Take our User Research – Methods and Best Practices course.
UX ecosystems greatly shape the user experience by integrating all aspects of a user's interaction with a brand—both direct and indirect ones. This system includes every product, service and various touchpoints like customer support, digital interfaces, physical environments and even company policies. The impact of a well-integrated UX ecosystem is profound. When all components work harmoniously, users often enjoy seamless experiences that don’t just meet their immediate needs but build positive long-term relationships with the brand, too.
This holistic approach helps both to retain customers and to raise their levels of satisfaction. Think about a smartphone brand, for example. If the device operates smoothly, the customer service responsive and the apps user-friendly, users are likely to enjoy a positive experience. If, though, any part of this ecosystem fails—like poor customer service or buggy software—the overall user experience suffers, and it can potentially drive users to head over to competitors.
See what goes into the seven factors of UX in this video:
Take our Master Class How To Design UX That Users Love To Convert Through with Talia Wolf, Founder, GetUplift to understand more about how to access users and customers profoundly.
To map a UX ecosystem, start by identifying every one of the components that impact the user's experience with a brand or product. That includes direct interactions—like using the product itself—and indirect interactions, such as customer service and marketing.
Here are the steps to map a UX ecosystem effectively:
Identify stakeholders: List everyone who’s involved in the ecosystem—and that includes users, designers, developers, customer service agents and marketers.
Define touchpoints: Pinpoint where and how users interact with various elements of the ecosystem—like websites, apps and physical stores.
Assess connections: Work out how these touchpoints connect to each other—and to the overall objectives of the business.
Analyze impact: Evaluate how each touchpoint affects the user experience—think about factors like usability, satisfaction and emotional response.
Visualize the map: Create a diagram that can visually represent the relationships and flows between all of the ecosystem’s elements.
When you map a UX ecosystem, you can see the big picture of how different elements have an influence on the user experience. That will help you spot which strengths to enhance—and which weaknesses to address—aiming for a more cohesive and satisfying user journey all around.
Watch as Frank Spillers explains user journeys from a service design perspective:
Take our Service Design: How to Design Integrated Service Experiences course.
It’s a crucial one—they have a direct bearing on how users experience products and services. These stakeholders can include anyone from designers and developers, to managers and customers—and each group contributes in a different way:
Designers and developers: They create and refine the user interface and functionalities—and they focus on ease of use, accessibility and aesthetics.
Business leaders: These individuals make strategic decisions that shape the project's direction and priorities—and they often determine budget allocations and project scopes.
Marketing teams: They communicate the product's value to potential users and collect user feedback—something that’s vital for iterative improvements.
Customers and users: By providing feedback—whether through direct testing or indirect usage patterns—these people guide ongoing development and refinement of the product.
Support staff: Their interactions with users can shed insights regarding user satisfaction and areas that need improvement.
Each stakeholder brings a unique set of perspectives and skills to the table. They drive the ecosystem's success as they make sure the product doesn’t just function well but meets user expectations and raises the overall satisfaction levels, too. Effective collaboration among these stakeholders is a vital thing for designers to fashion a seamless and engaging user experience.
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UX ecosystems evolve over time as technology advances, user needs change and businesses adapt to new market conditions. This evolution has several key factors involved:
1. Technological innovation: New technologies can change how users interact with products—and radically. For example, the rise of smartphones fundamentally changed the way designers think about web and app interfaces. And the continuing rise of artificial intelligence (AI) may lead to important new UX ecosystem developments, too.
2. User feedback: Continuous input from users helps identify what works—and what doesn't work. This feedback drives updates and improvements to make sure the ecosystem really can meet user expectations and needs effectively.
3. Market trends: As trends emerge, companies must adapt their UX strategies if they hope to stay competitive. This might mean that they bring in elements like voice control or augmented reality—elements that are in line with user interests and industry directions.
4. Business goals: Changes in a company's objectives can lead to shifts in UX priorities, too. And if a business decides to enter a new market—or target a different demographic—its UX ecosystem must evolve to accommodate these strategic shifts.
5. Regulatory changes: New laws and regulations can call for changes in how companies handle user data and privacy, and these can have a huge impact on UX designs and practices.
As these factors interplay, the UX ecosystem continuously refines itself to serve users and support business goals in better ways. This dynamic evolution is something that makes sure that user experiences remain engaging, relevant—and effective over time.
Watch our Master Class How to Design with and for Artificial Intelligence with Daniel Rosenberg, UX Professor, Designer, Executive and Early Innovator in HCI.
There are big challenges involved there—regarding how to:
Align stakeholder goals: Different stakeholders often have varying priorities and objectives—and to get these aligned so you can be sure of a cohesive user experience is something that can be tricky.
Make sure things are consistent across channels: To make sure of a consistent user experience across multiple platforms and touchpoints—from mobile apps to physical stores—it takes meticulous planning and execution.
Keep up with technology: Rapid technological advancements mean that UX ecosystems has got to continually adapt and incorporate new tools and practices—a fact that can strain resources.
Integrate user feedback: To collect and integrate user feedback into the UX design process is critical but challenging—that’s because it involves constant monitoring and responsiveness to user needs.
Ensure scalability: As a business grows, there’s a challenge if it wants to scale the UX ecosystem to accommodate more users, increased traffic and expanded services—without losing quality.
Make sure of compliance with regulations: To stay compliant with laws and regulations regarding privacy, accessibility and data protection while keeping a user-friendly experience can be complex and take resource-intensive effort.
These challenges require strategic planning, ongoing communication among team members and a flexible approach to design and development, to maintain an effective and user-friendly UX ecosystem.
Watch as UX Designer, Author, Speaker and Podcaster, Darren Hood explains important points about UX maturity:
Take our Master Class Evaluating Your UX Maturity: Limits and Opportunities with Frank Spillers, CEO at Experience Dynamics.
To align business goals with UX ecosystem strategies requires a structured approach that ensures both aspects support each other effectively. Here’s how you can achieve this alignment:
Define clear objectives: Start by clearly defining your business goals and UX objectives. Understand what you aim to achieve from a business perspective—such as increased sales or market expansion—and from a UX standpoint, like improved user satisfaction or engagement.
Involve stakeholders early: Include stakeholders from various departments—for example, marketing, product development, customer service—early in the planning process. This helps gather diverse insights and makes sure that the UX strategy supports broader business objectives.
Conduct user research: Use user research to understand your customers' needs and preferences. This data makes sure that the UX strategies don’t just enhance the user experience but drive users towards actions that align with business goals, too.
Prioritize features based on goals: Identify which features of your product or service are most important for achieving your business goals—and focus your UX efforts on enhancing these areas.
Measure and adjust: Measure the outcomes of your UX initiatives against your business goals, continuously. Use metrics like user engagement, conversion rates and customer satisfaction to assess how effective things are and make necessary adjustments.
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A UX ecosystem and a service blueprint both focus on user experience but from different perspectives.
A UX ecosystem refers to the overall experience a user has with a brand—and that includes every touchpoint and interaction, whether it’s direct (like using a product) or indirect (such as seeing an advertisement). It considers all aspects that have an influence on a user's perception and their interaction with a brand—these include digital tools, physical environments and customer service.
A service blueprint—though—is a specific tool that design teams use, one with which they plan service processes and interactions. It maps out the visible customer interactions and the behind-the-scenes actions that support them. This blueprint helps designers and managers understand how service delivery occurs. It highlights areas for improvement or innovation. Typically, it includes customer actions, frontstage (employee) actions, backstage actions and support processes.
The main difference is scope and application: The UX ecosystem encompasses the entire set of experiences around a product or service, while a service blueprint focuses on the detailed operational aspects of service delivery within that ecosystem.
Take our Service Design: How to Design Integrated Service Experiences course.
In a UX ecosystem, touchpoints are the various moments where users interact with a brand or product. These interactions might happen across different mediums—like websites, mobile apps, customer service calls and physical store visits—and the way these touchpoints interact within a UX ecosystem is crucial for a brand to deliver a seamless user experience.
Connection: Touchpoints connect through the user journey. For example, a user might discover a product through an online ad—that’s the first touchpoint—visit the website for more information—the second touchpoint—and then use a mobile app to make a purchase—third touchpoint.
Consistency: Consistency across touchpoints makes sure that users receive the same message and level of service, whether they’re interacting online or in person. This helps to build trust and really reinforce the brand identity.
Feedback loop: Touchpoints create a feedback loop, too. User interactions at each touchpoint can generate data that informs improvements to make in other areas of the ecosystem. For example, common issues reported in customer service calls can lead to changes in the website design or app functionality.
Integration: Effective touchpoints are fully integrated—meaning that information flows smoothly from one to another. If a user fills out information on a website, that information can pre-populate in the mobile app—and so simplify the process and enhance the experience, too. To understand and optimize the interaction of touchpoints within a UX ecosystem is a key way to boost the overall user satisfaction—and loyalty.
Take our Service Design: How to Design Integrated Service Experiences course.
It’s possible—by automating processes, personalizing interactions and improving usability. Here’s how AI can play a role:
Personalization: AI analyzes user data—such as browsing habits, purchase history and preferences to offer personalized recommendations and content. This makes the user experience more relevant and engaging.
Automation: AI automates routine tasks—like answering frequently asked questions through chatbots. This frees up human resources for more complex issues—and it improves response times for user inquiries.
Predictive analytics: AI uses historical data to predict future user behaviors. This insight lets designers anticipate user needs and refine the UX—proactively rather than reactively.
Accessibility: AI enhances accessibility features, like voice recognition and predictive text—and so make digital products more accessible to people with disabilities.
User testing and feedback: AI tools can simulate user interactions and predict how changes in the UX design might have impacts on user behavior. This permits more rapid and efficient testing before implementing changes.
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1. Benyon, D., & Resmini, A. (2017). User Experience in Cross-channel Ecosystems. In Proceedings of the British HCI Conference 2017.
This publication has been influential in the field of UX ecosystems as it explores the concept of "cross-channel ecosystems"—and how user experience can be designed and understood within these complex, interconnected environments. The paper examines the idea of "blended spaces"—where physical and digital elements are combined, and how this impacts the overall user experience. It provides a framework for considering the various components that make up a UX ecosystem—and these include place, context and information architecture. By taking a holistic, systems-level view of user experience, this publication has helped shape the understanding of UX ecosystems as an important area of study and design practice.
2. Dahlén, M., Murray, M., & Nordenstam, S. (2004). An empirical study of perceptions of implicit meanings in world wide web advertisements versus print advertisements. Journal of Marketing Communications, 10(1), 35-47.
This publication has been influential in the field of user experience (UX) ecosystems as it compares the perceptions of implicit meanings in web-based advertisements versus traditional print advertisements. The study examines how the digital, interactive nature of web-based advertising can shape user perceptions and experiences differently than static print ads. By exploring these differences, the publication provides insights into how the broader digital ecosystem—including various channels and platforms—can impact the overall user experience. This understanding is crucial for designing cohesive and effective UX ecosystems that seamlessly integrate various touchpoints and mediums. The findings highlight the importance of considering the unique characteristics of digital environments when crafting user experiences that span across channels and platforms.
3. Hess, S., Braun, S., Feldhaus, J., Hack, M., Kiefer, F., Magin, D., Naab, M., Richter, D., Lenhart, T., & Trapp, M. (2015). Building Mobile Software Ecosystems - A Practical Approach. In M. Kurosu (Ed.), Human-Computer Interaction: Users and Contexts (pp. 165-177). Springer International Publishing.
This publication has been influential in the field of UX ecosystems as it presents a practical approach for building mobile software ecosystems (MSEs). The authors emphasize the importance of providing an excellent user experience within these complex, interconnected environments. They introduce methods such as "mPOTENTIAL" and "mConcAppt" to assess the mobility potential of an application domain and ensure the expected user experience, respectively. The chapter also discusses the challenges of sharing data and maintaining consistency across multiple apps within an MSE. By addressing these key considerations, the publication offers valuable insights for designers and developers who aim to make cohesive and user-centric mobile ecosystems. The practical nature of the approach and the real-world case study examples make this an influential contribution to the understanding and design of UX ecosystems.
Levin, M. (2014). Designing Multi-Device Experiences: An ecosystem approach to user experiences across devices. O'Reilly Media.
Designing Multi-Device Experiences by Michal Levin is a pivotal resource in understanding the integration of user experiences across a variety of devices, such as smartphones, tablets, PCs and TVs. This book introduces the concept of the 3Cs—Consistency, Continuity, and Complementarity—which are crucial for creating a seamless user experience in today’s multi-device world. Levin explores how these elements work together to ensure that interactions are intuitive and coherent across different platforms, enhancing the user’s overall engagement and satisfaction. The book is particularly influential for designers and developers looking to create cohesive experiences in an era where users frequently shift between devices to complete tasks. It offers practical insights and case studies that demonstrate how to effectively implement multi-device design strategies in real-world applications.
Youngblood, M., Chesluk, B., & Haidary, N. (2020). Rethinking Users: Design and Ecosystem Thinking. BIS Publishers.
Rethinking Users: Design and Ecosystem Thinking is a transformative book that offers a fresh perspective on user-centered design. The authors, Michael Youngblood, Benjamin Chesluk and Nadeem Haidary, challenge traditional notions of “the user” by advocating for a more complex and interconnected approach to design. This book is particularly influential because it introduces a toolkit that includes a set of user archetype cards and activities aimed at fostering new ways of thinking about users and their interactions with products and services. It's an essential read for designers, strategists and innovators who seek to understand and implement user-centered thinking in a world where technological interconnectivity is the norm. The inclusion of practical tools and activities makes it a really valuable resource for applying theoretical concepts in real-world scenarios—pushing the boundaries of how we conceptualize and cater to users in diverse ecosystems.
Here’s the entire UX literature on UX Ecosystems by the Interaction Design Foundation, collated in one place:
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