Presented at UXOxford on November 8, 2012. As people interact with information across a growing number channels both digital (such as computers, tablets, phones) and physical (from print to the built environment), a new form of design is becoming increasingly important. The most successful businesses of today and tomorrow will be those who can provide cohesive experiences to their customers across the numerous channels that those customers demand. While designers are ideally suited to deliver on this challenge, we must expand our mindset and develop new tools in order to succeed. This talk aims to achieve just that. You will learn about three characteristics of cohesive cross-channel experiences—division of labour, consistency, and continuity—and how to put those principles into practice using two design methods: the cross-channel blueprint and the experience map.