The Power of Experience MappingSomewhere in the depths of Netflix, there’s a team whose primary responsibility is to make sure the bits move quickly. As Netflix serves its customers by streaming video, they ensure that video data leaves the server in a prompt and efficient manner.This team is all about the performance of the servers and the networks. They talk in terms of bandwidth, throughput, latency, reliability, and efficiency. They are comfortably deep in the weeds of how all the data moves.The members of this team are performance engineers. They are architecting, engineering, and maintaining the performance of a very complex system. It occupies all their time and then some. In systems engineering, there are few jobs more technical than these.And yet, at the very moment that a Netflix viewer’s video stream stops and that spinning animation appears, indicating the player is now awaiting more data, these engineers make a dramatic change. They become user experience designers.
Published by Fred Zimny
A management executive for over 25 years. Successfully managed transition programs and front office operations within numerous Dutch companies. Into service design, service management and service innovation. Expertise: Service design Service economy Service innovation Service marketing Service management View all posts by Fred Zimny