Butterfly Effects and Holistic Experience Design

Butterfly effects and holistic experience design: consideration of the complex interactions across interfaces, services, experiences, brands and ecosystems enables us to explore the synergy and entropy of experience within the holistic context of our universe.

Few things in life “just happen”. The digital clock on our oven failing within 24 hours of installation didn’t just happen. That it then took nearly two years for the oven to finally be replaced yesterday definitely didn’t “just happen”. Customer experience doesn’t “just happen”.

There are many ways to begin unpicking how things happen. Looking at cause and effect. Asking five…