It's pretty startling how some traditionally B&M institutions will neglect the UX of their online products. Banks, for instance, will spend lots of money and attention to their physical customer touch-points, but banks' online banking is woefully without character and lacking in usability.
I think things are improving, but the fact that design is still a strong competitive advantage (in many types of businesses, not just startups) shows how lacking it is. Companies understand the importance of their brand, but they seem to undervalue how the digital experience affects the brand.
I think things are improving, but the fact that design is still a strong competitive advantage (in many types of businesses, not just startups) shows how lacking it is. Companies understand the importance of their brand, but they seem to undervalue how the digital experience affects the brand.