From the moment of sleep to shopping, we actually experience something different at every point. In fact, I thought a mattress brand took an important step with the approach of trying it for a hundred days and returning it if you are not satisfied. Maybe some customers may not be satisfied and return it. If the company collects the right insights with an effective feedback process at that point, it can make a significant investment in developing the product and winning the customer. Different individuals who experience the same process sometimes have similar and different feelings and thoughts. So how can this commonality be increased or how can we reduce the differences?

In the purchasing phase, a holistic process from the point where we actually intend to buy, not the product or service on the invoice, pushes us to the decision-making process. In fact, one step further, depending on the positive or negative experience we have, we also affect the decisions of the people we are in contact with. Perhaps the message you respond to, thinking that you are currently doing a job in your daily routine or have more important things to do, may affect the experience of a candidate who later changes his/her intention to work in that institution due to his/her experience during the internship process or even affects the decision-making process of his/her friends.

With the widespread use and accessibility of technology, experience design will now directly determine whether consumers will make a purchase or employees will stay in the institution they will work in. I believe that design thinking, which is a scientific method that can be used to shape the experience by focusing on people, is a mindset that should be taught to individuals starting from university. We can clearly see the current position of companies such as Amazon and Apple, which have made it a principle to apply this approach at every step, in the lists of the largest companies.

Otherwise, you may encounter product development teams that explain that they delegated the features that the product should have to sales and product strategy. I am only responsible for bringing what is wanted to the technical dimension, or sales team members that report that they have explained it very clearly but the design is not what the customer wants and therefore we cannot sell enough. From another perspective, design thinking can actually be turned into an effective method that will allow all individuals working in an organization to look at the processes or the big picture from a common lens.

If you could change a product, service or process that doesn’t make you happy today, what would it be? I’m waiting for your comments.