In the Customer Age design has become the business most powerful ally in the challenge to create and offer products and services that can provide superior quality experiences.
More and more often we are invited to assume the leadership role in the projects we are involved in, bridging the request coming from all the stakeholders and from the users and follow the entire project life through an experience management approach.
Experience centered design is thus becoming the new frontier that we, as design, are called to cross.
So how design can assume the role of strategic partner in the daily experience management? I will present some real cases regarding big and complex projects in which we have played this role and the methods, tools and best practices that can be used in this delicate process.