User Experience Design

CHAPTER 06TWO CASE STUDIES OF EXPERIENCE TRANSFORMATION: Learning from the leaders

While it is important to understand the experience value chain and why most organizations are not able to fully unlock the value, some organizations have been able to successfully get there.

Let’s take a closer look at two remarkable companies, Tesla and The Walt Disney Company. Each one has applied the myriad ideas and practices described in this Playbook, and each one has disrupted their respective industries (or in Disney’s case, the world at large). Of course, experience transformation in the current business landscape is a never‐ending journey—the way forward is one of constant evolution and adaptation without a finish line. Let these case studies be your guide.

“99% of automotive shoppers begin their purchase journey expecting to be frustrated.

Tesla

It’s not just electric motors that set Tesla apart as a car company. The relative newcomer successfully combined deliberate and thorough experience design efforts with disruptive technologies to gain a significant advantage over competitors. Despite the price premium on many models, the demand for Tesla’s cars is so high that the company can’t keep up with production—as of August 2021, there was a four‐to six‐week wait for the Performance Model 3 and a five‐to six‐week wait for the Performance Model X. But the sought‐after cars are ...