Experience worlds it s not only about shopping and wellness user centred design is the key to awaken customers, to trigger their interest, to guide, motivate and inspire them, and to avoid potentially negative experiences right at the beginning. “The touch points between customer and company need to create one holistically positive and memorable experience for the customer, in economic and public life”, explains Markus Murtinger, managing consultant at USECON on international consultancy specialized in usability, user experience, user interface design and experience management. “Moreover, the harmony of multiple channels plays in important role. Does the map on the website match reality? Driving instructions are comprehensible? Are the advertised products available? Are promises such as only two minutes on foot from the beach”kept? The central question is whether the real experience is equal to or exceeds the expectations created by advertisement and promotions. All touch points between a company and its customers from information search over purchase and consumption to after sales support form one holistic experience in the customer’s memory. Thus, positive components in all touch points are needed to create outstanding customer experience. This ultimately leads to competitive advantage and is the basis for sustainable, long term customer satisfaction.

User-oriented solutions for today’s experience worlds what, how and where? The core of our activities are the users, the customers with all their, issues and barriers”states Michael Badri, senior consultant at USECON. “In our projects with leading companies of today’s economy we have discovered some surprising situations customers are confronted with such as the newly advertised product being unavailable or even unknown to the shop assistant or the recently implemented guidance system becoming inefficient due to parking cars blocking the view.” Search incidents must be thought of already in the conception phase to be able to avoid negative experiences. thesis” In most cases the users face problems related to usability and user experience that are completely alien to the company.