CX Prestige

Every great magic trick consists of three parts or acts. The first part is called “The Pledge”. The magician shows you something ordinary: a deck of cards, a bird or a man. He shows you this object. Perhaps he asks you to inspect it to see if it is indeed real, unaltered, normal. But of course… it probably isn’t. The second act is called “The Turn”. The magician takes the ordinary something and makes it do something extraordinary. Now you’re looking for the secret… but you won’t find it, because of course you’re not really looking. You don’t really want to know. You want to be fooled. But you wouldn’t clap yet. Because making something disappear isn’t enough; you have to bring it back. That’s why every magic trick has a third act, the hardest part, the part we call “The Prestige”.

I’ve started to think about this a lot recently – Process – that fallen tree on the path to the Emerald City. I think we’ve over-compicated it. Let’s pull delivery down to an essence, call it Lean or whatever you want, it’s just 3 simple phases to fix a problem:

Discover Define Design
Magic The Pledge The Turn The Prestige
Advertising The Insight The Concept The Solution
Client Business Objectives Customer / User Need Technical Requirements
Agency Quantitative
Qualitative
Desk Research
Ethnographic Observation
Mental Model
Experience Design / Map
Strategic Response
Skeleton / Structure
Sketch / Wireframe / Patterns
Tech / Prototype / POC
Final Screen Designs
Content / Taxonomy

Remember that UX is just the focus… a thread that runs through all of our disciplines, and which no single discipline owns (Nick Fink).

Now… before you all go batty and start bashing me. Know this. I ‘get’ that the above table isn’t exhaustive and there’s a ton of other big and little things that we could be doing, but if we strip all the noise & delivery back to simplicity then why not just offer 3 phases and 9-12 deliverables (we’d never do all the Discover stuff, right?!). I’m sure it’d be easier for clients to digest.

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