Where Customer Experience Meets Design

A few years ago, Kimberly Dunwoody was checking in with British Airways, and realized that none of her fellow passengers were using the new self check-in kiosks. Why weren’t people taking the faster option and queuing up to be checked in by a human being instead? In this podcast, Kimberly shares her advice for how you can ensure such broken links in the chain between customer experience and design don’t happen in your company, so customers come away with a seamless brand experience.