Tim Todish provides some good examples of companies extending the (user) experience beyond the device as a good way to differentiate from the competition.
“Most of the time when we think about UX, we are thinking within the confines of the digital world. What I’m suggesting, however, is that there are ways to extend the user’s experience from the digital world into the real world. This is by no means an earth-shattering revelation; businesses have been working hard at offering exceptional offline experiences for decades. The explosion of the web and, more recently, mobile devices has given businesses an exciting channel to expand the experience.
This holistic approach can create very powerful experiences, which in turn can build tremendous brand loyalty. Imagine the enjoyment you get when using an application or a website that has a carefully crafted, wonderful experience. Now imagine you’ve just received the product you ordered via that app or site, and the same attention to detail has been paid to the presentation and experience of receiving and unboxing that item. How much more likely would you be to tell your friends about your experience? The next time you need that product or a similar one, where are you going to go? Extending the experience can pay huge dividends in attracting and retaining customers, and some companies are already embracing this practice and providing inspiration for UX practitioners to use in their work.”
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