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                                                                                                        -
                                                                                                       %-
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         This presentation sprang from a discussion I led at UXCampDC in
         January, 2013. The reaction to that talk, and the subsequent
         popularity of the supporting deck on SlideShare, made me think I
         was onto something.

         The idea that Brand and UX share a common goal may not be
         revelatory, but not enough of us with a say in the matter are
         talking about it. As I continue to develop my thinking around this
         topic, I plan to share my research and respond to feedback.

         Please continue to send me your thoughts, critical or otherwise.

                                                                  - Mark @mbadger mbadge@gmail.com

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    =>5%=)%6#)                 We are a modern agency of 3,000 creatives and creators with digital at its core.
    =>)#)%=)%6#)                Located in Boston, Chicago, Denver, Detroit, New York, San Francisco, and 34 countries around the world.
    =>"4%=)%35                  Roundarch Isobar conceives, designs, and builds digital experiences for the world’s largest organizations.
                                We create integrated marketing campaigns, enterprise web applications, and digital products.




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               All definitions of UX appearing in this
               work are amorphous. Any resemblance
               to actual disciplines, living, dead, or
               evolving is purely coincidental.


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                                                                                                                                                   -
                                                                                                                                                   %-
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                                                                         -
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          Note: During the discussion following my presentation, it
          became obvious that some of most of these ideas would
          be easier to process in light of real-world examples.
          As a result, the next iteration of this presentation will
          feature case studies prominently.




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Brand & UX: Toward a New Interpretation (Version 2)

  • 1. B".,-(C(DEF(G#H."-(.(I%H(1,&%"$"%&.:#, #"(G0%(;.72%(J5/0#&#K'(B%&H%%,(DE(C(B".,- Version 2: A Work-in-Progress !"%2%,&%- ;%3"+."'(<=>(<?@A !"#$%&"'()#*%+,)#%-./)#0)12)%30#)245# *#+,-."/0(12#3." !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 2. R- 6%754)%45%8)"')#, - %- LMN(1OP(QMR*1IS(R(LT*UV1IV!*TS*WQQ This presentation sprang from a discussion I led at UXCampDC in January, 2013. The reaction to that talk, and the subsequent popularity of the supporting deck on SlideShare, made me think I was onto something. The idea that Brand and UX share a common goal may not be revelatory, but not enough of us with a say in the matter are talking about it. As I continue to develop my thinking around this topic, I plan to share my research and respond to feedback. Please continue to send me your thoughts, critical or otherwise. - Mark @mbadger mbadge@gmail.com ! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 3. 1,&"#-+/:#,2(C(B./X8"#+,- Y"#+,-."/052#3." YK3.-8%" " !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 4. 6()129%:;)#;0)< 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =>5%=)%6#) We are a modern agency of 3,000 creatives and creators with digital at its core. =>)#)%=)%6#) Located in Boston, Chicago, Denver, Detroit, New York, San Francisco, and 34 countries around the world. =>"4%=)%35 Roundarch Isobar conceives, designs, and builds digital experiences for the world’s largest organizations. We create integrated marketing campaigns, enterprise web applications, and digital products. # !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 *#+,-."/0(12#3."(52(&0%(I#"&0(RK%"5/.,(5,/.",.:#,(#)(H0.&(52(X,#H,(87#3.77'(.2(12#3."4(1(756%(5,(*5/0K#,-([#"(H577(20#"&7'>(3+&(1(.K(.]75.&%-(.,-(H#"X(#+&( #)(&0%(B#2&#,(#]/%4
  • 5. =)%<5#$%<04>%?@5A"@%BCCC%)1DD),%"1'%@"#()%(5;)#1E)14%5#("10F"D51, 1IG*TJDZG1TIQ(C(BRZUS*TDIJ $ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L%(./&+.77'(0.6%(.(,+K3%"(#)($"#^%/&2(&0.&(H#+7-(2%"6%(.2(/.2%(2&+-5%2()#"($#5,&2(K.-%(5,(&052(-%/X4(W_$%/&(&0#2%([.,-(#&0%"2(&#(9,-(&0%5"(H.'(5,&#(&0%( ,%_&("%6525#,4
  • 6. !"#$%&"'()#*%+GHI#)"D;)%30#)245# 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =<V`@( -".H @a`<( $"#8".K @a`=( -%258, @aab( H%3 @aa=( .$$2 <??@( 2#7# <??c( 5.d+_ <?@@( -5"%/& % !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.( -%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i( -52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&( 3%/.K%(.$$."%,&(&#(K%4
  • 7. !"#$%&"'()#*%+GHI#)"D;)%30#)245# 1IG*TJDZG1TIQ(C(BRZUS*TDIJ =<V`@( -".H @a`<( $"#8".K @a`=( -%258, @aab( H%3 @aa=( .$$2 <??@( 2#7# <??c( 5.d+_ <?@@( -5"%/& % !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P'(3./X8"#+,-(K.e%"2(#,7'(5,2#)."(.2('#+(X,#H(&0.&f75X%(K.,'(DE($"./::#,%"2(#)(K'(8%,%".:#,f1(-5-(,#&(%,&%"(DE(65.(MZ1>(g53Q/5>(#"(Z#8Q/54(1(0.6%(.( -%258,(3./X8"#+,-([."/05&%/&+"%>(3'(%-+/.:#,(.,-(%6#76%-()"#K(652+.7(-%258,%"(&#(H%3(-%258,%"(.,-(%6%,&+.77'(5,&#(#+"(2#V/.77%-(h+2%"(%_$%"5%,/%i( -52/5$75,%4(1,(.(K#K%,&>(1O77(&.7X(.3#+&(H0%"%(1(&05,X(&0%(-56525#,(3%&H%%,(K."X%:,8d.-6%":25,8(.,-(DE(#"585,.&%-(5,(&0%(-585&.7(2$./%4(T"(.&(7%.2&>(H0%,(5&( 3%/.K%(.$$."%,&(&#(K%4
  • 8. 30,2@"0E)#J%6E5#/>5K,%3)L10D51, WITDSM(WJ1GT*1Rg1j1IS444gWGOQ(SWG(TI(L1GM(1G All definitions of UX appearing in this work are amorphous. Any resemblance to actual disciplines, living, dead, or evolving is purely coincidental. & !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 Q$%.X5,8(#)(.K#"$0#+2(-%9,5:#,2>(1(H.,&(&#(&.7X(.(75e7%(.3#+&(K."X%:,8(.,-(DE(3%)#"%(H%(-58(K#"%(-%%$7'(5,&#(3".,-(.,-(DE4
  • 9. P."X%:,8(C(DE R(7#,8>(7#,8(:K%(.8#444 ' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 10. M)/"#"4)'%"4%&0#4> PR*UWG1IS(C(DE K."X%:,8 k.20 5K.8%2 H%3 MGPg )#"K2 +:75&' ( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1,(2#K%(H.'2>(&052(25K$7%(-5.8".K(52(l+5&%($"#6#/.:6%4(;5"2&>(5&(2%%K2(&#(.22%"&(&0.&(&0%(-52:,/:#,(3%&H%%,($"#-+/&(.,-(K."X%:,8([K#"%(#"(7%22( #"585,.&%-(H5&0(&0%(H%34(T365#+27'>(&0.&O2("5-5/+7#+24(G0.&(2.5->(D2%"(W_$%"5%,/%(%6#76%-(#+&(#)(&0%(5,&%"2%/:#,(#)(6."5#+2(-585&.7(-%258,(-52/5$75,%2(&0.&( )#+,-(&0%"%(K#2&(/#KK#,(#"585,(5,(&0%($"#75)%".:#,(#)(&0%(H%3(3./X(5,(&0%(K5-Va?24(G0%(-5.8".K(.72#(2+88%2&2(&0.&()#"K2(.,-(k.20(."%(2#K%0#H(-52:,/&( %_$"%225#,2(#)(H%3(&%/0,#7#8'([.K#,8(#&0%"($#22537%(/"5:/52K2>(3+&(1(&05,X(&0%(&H#(&%/0,#7#85%2(."%(%K37%K.:/(#)(.()+,-.K%,&.7(2$75&(5,(0#H(&0%(H%3( 3%8.,(&#(3%(%_$7#5&%-(3'(/#K$.,5%2(-+"5,8(&0%(7.&%(a?2(.,-(%."7'(<???24
  • 11. N5<%45%O0@@%"%M4"#4PK/%01%M0.%!514>, PR*UWG1IS(C(DE )* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G052(275-%("%.77'(#,7'(K.X%2(2%,2%(H0%,($"%2%,:,84(G0%(RJJ(1,/(25&%(H.2(K'(6%"'(9"2&(H%3($"#^%/&>(.,-(5&(H.2($"%-#K5,.,&7'(.(K."X%:,8(6%05/7%4(B'(&0%( :K%(&0%(2K.77(2&."&V+$(1(^#5,%-(3%8.,(H#"X5,8(#,(P"Q$#"&24/#K>(H%(0.-(2&+K37%-(5,&#(2#mH."%(-%6%7#$K%,&>(.(-#K.5,(#+"(75e7%(hH%3(-%258,i(9"K(H.2( ,#&(H%77(%l+5$$%-(&#($"#-+/%([,#&($"#9&.37'>(.,'H.'4
  • 12. QR%4>5K(>4%>)%<",%(501(%45%4"@$%"A5K4%&#"1'%"1'%+G*%154%E"#$)D1(ST PR*UWG1IS(C(DE @4 B#&0(K."X%:,8(.,-(DE(."%(.3#+&(&"'5,8( &#(-%9,%(&0%(%_$%"5%,/%(#)(.(/#K$.,'O2( $"#-+/&(#"(2%"65/%4(D7:K.&%7'>(&0%'(."%( 3#&0(.3#+&(&0%(3".,-4 <4 G".-5:#,.77'>(&0%(P."X%:,8(J%$."&K%,&( 0.2(#H,%-(&0%(h3".,-4i )) !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 13. I"1U4%<)%"@@%VK,4%()4%"@51(W PR*UWG1IS(C(DE BRAND UX !"#$%&'$!"#($)*"#+,-./$0$1,23$45+63+ )! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1(-#,O&(K%.,(&#(2+88%2&(&0.&(&0#2%(/0."8%-(H5&0(#6%"2%%5,8(&0%(3".,-(.,-(&0#2%("%2$#,2537%()#"(/"%.:,8(h+2%"(%_$%"5%,/%2i(/.,O&>(-#,O&>(#"(0.6%(,#&( /#77.3#".&%-4(B+&(1(&05,X(5&(52().5"(&#(2.'(&0.&(&0%("%7.:#,205$(52(#m%,444)".+80&(.,-(/#,&%,:#+24(R,-('%&4442&".&%85/(&05,X%"2()"#K(3#&0(/.K$2(2%%K(&#(3%( n%"#5,8(5,(#,(&0%(2.K%(&."8%&4
  • 14. G0%(B".,-(W_$%"5%,/% )" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 15. :1)%3)L10D51 GMW(B*RIJ(WE!W*1WIZW K +,-./01,23,/,45.36073,89:,;55<208,/-69:,/, 4.619=:>,35.?2=5>,6.,6.8/02@/A60BC , BRAND , D,E/.:F,G59H525.>,!"#$%&'()$*'+,I!**"J )# !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G0%()+,-.K%,&.7("%$+&.:#,(#)(.(3".,-(52(,#&(3.2%-(#,(H0.&(&0%(K."X%:,8(#"(.-6%":25,8(2.'2(.3#+&(5&>(5&(52(3.2%-(#,(&0%(/+2&#K%">(&0%(/#,2+K%">(&0%( o+2%"op2(%_$%"5%,/%(#)(&0.&(/#K$.,'p2($"#-+/&(#"(2%"65/%4(
  • 16. N5<%4>)%X)#2)/D51%5Y%4>)%&#"1'%R,%I#)"4)' GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 q5%H%" B+'%" Z75%,& )*6&723+& PEOPLE R+-5%,/% D2%" Z+2&#K%" )$ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 g%&O2(2%%(0#H(&0.&($7.'2(#+&(./"#22(-5r%"%,&(&'$%2(#)(/#K$.,5%2>(5,(&%"K2(#)(0#H($%#$7%("%7.&%(&#(&0%5"($"#-+/&2(.,-(2%"65/%24
  • 17. 30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51 GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE )% q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m%,(5,5:.77'(.,-(2#K%:K%2($"5K."57'(-585&.74(L0#(0.2(3%%,(-%9,5,8(&0%( %_$%"5%,/%2(."#+,-(&0#2%(-585&.7(&#+/0$#5,&2s(D2%"(W_$%"5%,/%($"#)%225#,.724
  • 18. R- 30,014)#E)'0"D1(%I51,KE)#%X)#2)/D51 - %- GMW(B*RIJ(WE!W*1WIZW COMPANIES Z#,&%,& !"#-+/&2 Q%"65/%2 W_$%"5%,/%2 8,-,/59$:;"3+,36<3&([5,(#&0%"(H#"-2444DE )& q5%H%" R+-5%,/% PEOPLE !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 B+'%" D2%" Z75%,& Z+2&#K%" )*6&723+& R2(2#K%(*DE()#7X2(,#&%-(l+5&%(/#""%/&7'>(&0%(%_&%,25#,(.,-($%")+25#,(#)(&0%(3".,-(%_$%"5%,/%(5,&#(&0%(-585&.7("%.7K(0.2(.72#(%K$#H%"%-(/#,2+K%"2(5,( &0%5"("%7.:#,205$(H5&0(&0%(/#K$.,5%2(&0%'($.&"#,5n%4(1(H577(3%(-%765,8(5,&#(&052("%3.7.,/5,8(#)($#H%"(K#"%(/."%)+77'(.2(&052(-%/X(%6#76%24
  • 19. R- I",)%M4K'0), - %- RPTIS(GMW(GM1ISQ(LM1ZM(LTDgJ(1P!*TqW(GMW(!*WQWIGRG1TI Note: During the discussion following my presentation, it became obvious that some of most of these ideas would be easier to process in light of real-world examples. As a result, the next iteration of this presentation will feature case studies prominently. )' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 20. 35),%4>0,%@55$%Y"E0@0"#W GMW(B*RIJ(WE!W*1WIZW K L35.,5M45.250=5,/.2353,;.6H,:N5,39H,:6:/<, 6;,20:5./=A603,O2:N,/0,6.8/02@/A6073, 4.619=:3,/01,35.?2=53BC , D,P5:5.,E5.N6<@>,,-$.##/$0120 UX )( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G#(&0%(-%8"%%(&0.&(.(-%258,%->(-585&.7(%_$%"5%,/%("%$"%2%,&2(.($"#-+/&(#"(2%"65/%(#)(.(/#K$.,'>(5&(0%7$2(/+7:6.&%(&0%("%$+&.:#,(#)(&0.&(3".,-444^+2&(.2(.( $0'25/.7($"#-+/&(#"(2%"65/%(H#+7-4(Q#>(5,(.(H.'>(D2%"(W_$%"5%,/%(J%258,(0.2(o.7H.'2o(3%%,(.3#+&(&0%(3".,-(%_$%"5%,/%4(B+&(0#H(#m%,(0.2(&052(/#,2/5#+27'( 3%%,(&0%(/.2%s(M#H(#m%,(-#(&0%(5,$+&2(&0.&(-"56%(&0%(-%258,(#)(&0%(+2%"(%_$%"5%,/%(5,/7+-%(/#,25-%".:#,(#)(&0%(3".,-(2&".&%8'>(#)(&0%(+2%"d/+2&#K%"d /#,2+K%"p2($%"/%$:#,(#)(&0%(3".,-s
  • 21. N5<%"%&#"1'%!"9%&)%3)L1)' GMW(B*RIJ(WE!W*1WIZW Company Brand R3#+&(&0%444 R2$%/&(#)(&0%444 1,&%,:#,()#"444 Z#,&%,&>(!"#-+/&>(Q%"65/% #"(W_$%"5%,/% !%"/%$:#,(#)444 Consumer/User !* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 P."X%:,8(.,-(.-6%":25,8(/.,(5,k+%,/%(&0.&($%"/%$:#,>(3+&(./&+.7(%_$%"5%,/%(#)(&0%(/#K$.,'(.,-(5&2($"#-+/&2(.,-(2%"65/%2(."%(H0.&(-%9,%(&0%( $%"/%$:#,4([;#"(3%e%"(#"()#"(H#"2%4
  • 22. =>)#)%R,%&#"1'%-./)#0)12)'W GMW(B*RIJ(WE!W*1WIZW Company Brand Experienced R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, P."X%:,8 J%258, !%"/%$:#, L#"-(#)(P#+&0 *%$+&.:#, X !"#-+/&dQ%"65/% W_$%"5%,/% Consumer/User !) !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 G052(52(.,(5K$#"&.,&($#5,&F(H057%(&0%(5,&%"./:#,2(3%&H%%,(&0%(/#,2+K%"(.,-(.(/#K$.,5%2($"#-+/&2(.,-(2%"65/%2(K.'(&.X%($7./%(5,(.,'(K.,,%"(#)(/#,&%_&2( #"(&0"#+80(6."5#+2(K%-5.>(&0%(o%_$%"5%,/%o(#)(&0%(3".,-("%25-%2(H5&0(&0%(/#,2+K%"4(L0%"%(.+-5%,/%(.$$"#$"5.&%>(2%K5#7#8'(.,-(K%-5.(&0%#"'(/.,(3%( H#"X%-(5,(&#(3./X(+$(&052($#5,&4
  • 23. =>)#)%R,%&#"1'%3)L1)'*%4>)1W GMW(B*RIJ(WE!W*1WIZW Company Brand Defined R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, X !"#-+/&dQ%"65/% P."X%:,8 J%258, L#"-(#)(P#+&0 !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !! !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 24. N5<%"A5K4%+G*%",%"%'0,20/@01)W GMW(B*RIJ(WE!W*1WIZW Company UX R3#+& T) 1,&%,:#, R-6%":25,8 P."X%:,8 J%258, X !"#-+/&dQ%"65/% L#"-(#)(P#+&0 !"#-+/&dQ%"65/% !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !" !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L0%,(1(&.7X(.3#+&(5,2%":,8(3".,-(5,&#(&0%(DE>(1(-#(,#&(K%.,(+,-%"2&.,-5,8(&0%(&#,%(.,-(6#5/%(.,-(&0%(3".,-(5-%,:&'(.,-(K.X5,8(2+"%(&0%(DE(0.2(&0%( /#""%/&(7##X(.,-()%%74(1(K%.,(&05,X5,8(.3#+&(&0%()%.&+"%2(.,-()+,/:#,2(.2(H%77(.2(&0%5"(5K$7%K%,&.:#,(5,(7580&(#)(H0.&(&0%(3".,-(2&.,-2()#"(.,-("%$"%2%,&2( 5,(&0%(K5,-(#)(&0%(/#,2+K%"4(G0%(/#,2+K%"d+2%"p2($%"/%$:#,(#)(&0%(-585&.7(%_$%"5%,/%(20#+7-(3%(/#,252&%,&(H5&0(&0%5"(%_$%/&.:#,(#)(&0%(3".,-([#"( 3%e%"t(1,,#6.:6%(D2%"(W_$%"5%,/%(-%258,>(.2(H5&0(.,'(3"%.X&0"#+80($"#-+/&>(/.,(0%7$("%-%9,%(&0%($%"/%$:#,(#)(.(3".,-4
  • 25. R- N5<%"A5K4%+G*%",%"%'0,20/@01)W - %- GMW(B*RIJ(WE!W*1WIZW Company Brand R3#+& T) R-6%":25,8 !"#-+/&dQ%"65/% 1,&%,:#, P."X%:,8 J%258, L#"-(#)(P#+&0 !"#-+/&dQ%"65/% !%"/%$:#, *%$+&.:#, W_$%"5%,/% Consumer/User !# !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 J+"5,8(&0%($#2&V$"%2%,&.:#,(-52/+225#,>(2%6%".7(.e%,-%%2(l+%2:#,%-(&0%(2%%K5,87'(9_%-(.,-(2&.:/(-5.8".K(#)(&0%("%7.:#,205$(3%&H%%,(3".,-2(.,-( /#,2+K%"2(.2(H%77(.2($%"/%$:#,(.,-(5,&%,&4(1,(20#"&>(&0%(/#""%/&7'(."8+%-(&0.&(&052(-5.8".K(-#%2(,#&(/#,6%'(&0%(K#"%(-',.K5/(.,-(k+5-(,.&+"%(#)(&0%2%( -5K%,25#,24(1O6%(.--%-(&0%(.""#H2(.3#6%(.2(.(,#-(&#(&0.&(/"5:l+%>(.,-(1(H577(3%("%&05,X5,8(&052(-5.8".K(.//#"-5,87'4(R72#>(u*DE%"(YK#^#8+nn5(."8+%-()#"( $7./%K%,&(#)(&0%(hEi(#,(&0%(75,%(3%&H%%,(1,&%,:#,(.,-(!%"/%$:#,([#,(&0%($"%65#+2(275-%>(".&0%"(&0.,(2&"5/&7'(5,(&0%(1,&%,:#,(#)(&0%(J%258,>(,#:,8(&0%( 5K$#"&.,/%(#)(+2%"(%K$.&0'(5,(-%258,5,8()#"(DE4(1(-#,O&(.8"%%(&0.&(%K$.&0'(/0.,8%2(&0%(7#/+2(#)(&0%(%_$%"5%,/%>(3+&(5&(52(.(-52/+225#,(H#"&0(0.65,8(.&( 8"%.&%"(7%,8&04
  • 26. &0(%M4"4)E)14 GMW(B*RIJ(WE!W*1WIZW +3,LQ,4./=AA605.3>,O5,/.5,20=.5/3208<F,/3R51,:6, 153280,:N5,H63:,32802S=/0:,20:5.;/=53,-5:O550, =6039H5.,/01,-./013T,O5,/.5,15S0208,:N5,4.2H/.F, 369.=53,6;,-./01,H5/0208B !$ !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 R2(&0%(6."5#+2($."&2(#)(.(/#K$.,'(0.6%(3%%,(K.,5)%2&%-(-585&.77'>(DE($"#)%225#,.72(0.6%(2%%,(&0%(2/#$%(#)(&0%5"(5,k+%,/%(5,/"%.2%444&#(.(-%8"%%4(M%,/%(.77( &0%(-52/+225#,(.3#+&(DE(&.X%#6%"(#"(8%v,8(.(2%.&(.&(&0%(&.37%4(B+&(5)('#+(H.,&(.(2%.&(.&(&0%(&.37%>('#+(0.6%(&#(%.",(5&4(R2(K+/0(.2(5&(52(.(-522%"65/%(&#(,#&( "%$"%2%,&(&0%(/#,2+K%"d+2%"p2(5,&%"%2&2(5,(&0%(-%9,5:#,d"%l+5"%K%,&2(#)(&0%(%_$%"5%,/%>('#+(/#+7-(/#,25-%"(5&(K.7$"./:/%(,#&(&#(.//#+,&()#"(&0%(3".,-4
  • 27. DE(w(B".,- !% !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74
  • 28. !"#$)D1(%"1'%+GJ%M)/"#"4)'%"4%&0#4> DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' 5K.8%2 H%3 MGPg )#"K2 DE +:75&' !& !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 1)(&052(52(H0%"%(DE(2&."&%-444
  • 29. !"#$)D1(%Z%+GJ%[>)%MKE%R,%?#)"4)#%4>"1%4>)%X"#4,% DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' = )#"K2 DE +:75&' !' !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 444H0%"%(52(5&(0%.-%-s
  • 30. IK,45E)#%-./)#0)12)J%[>)%R14)#,)2D51%5Y%+G%%!"#$)D1( DE(w(B*RIJ K."X%:,8 3".,- k.20 2&".&%8' IG 1EJ DE +:75&' !( !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 12(&0%(+7:K.&%(%_$"%225#,(#)(#+"(-52/5$75,%(,#&(DE([H0%,(75K5&%-(&#(-585&.7(%_$%"5%,/%2>(3+&(&0%(7."8%"(Z+2&#K%"(W_$%"5%,/%s(R2(DE(-%258,(8"#H2(&#( %,/#K$.22(3"#.-%"(5,&%"./:#,2(3%&H%%,(/#,2+K%"2(.,-(/#K$.,5%2>(5&(3%0##6%2(+2(&#(7%.",(.3#+&(3+25,%22(.,-(#$%".:#,.7($"#/%22%24(M#H(%72%(&#(0.6%( .,(5,)#"K%-(#$5,5#,(.3#+&(.,'(/0.,8%2(,%/%22."'(&#(5K$"#6%(&0%(%_$%"5%,/%(#)(&0%(/+2&#K%"(H057%(.72#("%$"%2%,:,8(&0%(5,&%"%2&2(#)(&0%(3".,-s
  • 31. 6%IK,45E)#%-./)#0)12)%A9%619%:4>)#%7"E)SSS DE(w(B*RIJ Brand Experience Customer Experience Service Design User Experience "* !"#$%"&'(#)(*#+,-."/0(12#3."4(!"5657%8%-(.,-(/#,9-%,:.74 L0%,('#+(/#,25-%"(.77(&0%($0".2%2(+2%-(3'(6."5#+2()#7X2("%2$#,2537%()#"(.(3".,-O2("%7.:#,205$(&#(5&2(/#,2+K%"2>('#+(,#:/%(&0.&(&0%'(.77(2%%K(&#(K%.,(&0%( 2.K%(&05,8>("%8."-7%22(#)(H0%&0%"(&0%'(#"585,.&%(H5&0(K."X%:,8>(2&".&%8'>(#"(-%258,4(
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