From Apple to Disney, & Netflix: What Great Brands Understand About Customer Experience
At the heart of digital experience design, we inspire elated users who love your offerings.
When we think about great brands, we have an associated feeling that comes from the experience they provide. If we never had a first-hand experience with the brand, we can at least imagine what it would be based on how they craft their stories. And it’s often more than just what they offer. These brands are set apart because of how they deliver their products, services, mission, and the experience they provide.
Take Apple, for example. Steve Jobs once said: "You’ve got to start with the customer experience and work backward to the technology." Apple’s success is a direct result of designing with the user experience in mind—from the product itself to the retail stores and customer service. It’s all about creating a seamless experience that makes people feel valued and empowered, no matter where they interact with the brand.
Similarly, Disney has built an empire not just on movies and theme parks, but on creating a magical, immersive experience for everyone who walks through its gates. Every detail is meticulously designed to ensure that visitors feel transported into another world—one where they can leave behind everyday stresses and truly enjoy the moment. It’s not just a fun day out; it’s a journey that evokes joy, excitement, and nostalgia, making people want to return again and again.
But is a great digital experience only for big brands with big budgets? Not at all. While these iconic brands excel at creating memorable customer experiences, today’s landscape calls for something more—especially for organizations growing online. In a digital-first world, how people experience your brand across screens and channels can be the difference between growing or getting overlooked.
Whether you're growing a business or a cause, improving your online presence with people-first and conversion-focused website design, with connected digital marketing, drives results, amplifies impact, and supports sustainable growth.
The Story of Netflix vs Blockbuster: The Importance of Experience Design
Remember Blockbuster? It once ruled the movie rental world—until Netflix changed the game.
Blockbuster left many customers with a bad last impression because of their easy-to-get late fees. Failure to understand and address customer pain points led to their downfall.
Netflix redesigned the entire experience and made it simple and convenient.
Blockbuster’s failure to understand and address customer pain points led to their downfall. Meanwhile, nimble Netflix took the lead by delivering a better online experience.
No late fees, movies delivered to your door, and the freedom to watch whenever—it transformed how people viewed movie rentals.
Blockbuster had instant access in-store, but Netflix focused on creating a smoother, hassle-free experience and found a clever way to outdo Blockbuster's convenience.
And that experience won. Where is Blockbuster now? That’s the importance of UX.
Netflix understood that every touchpoint matters. By removing friction at each step, they provided a seamless digital experience that far surpassed what Blockbuster had to offer. It’s a great reminder that a true digital experience isn’t limited to just the website—it’s about the full journey across platforms and interactions.
Why Digital Experience Can Make—or Break—Your Growth
The success of Netflix is a powerful example of how designing with a focus on experience can not only attract people but keep them engaged and loyal. On the flip side, losing sight of customer or user sentiment can be detrimental. So don’t be a Blockbuster. Whether you're running a business, a nonprofit, or an emerging purpose-driven brand, you need more than just a good-looking website—you need a digital experience aligns with your mission, resonates with your audience, and inspires action at every step.
At Amata Media, we design connected digital experiences that go beyond aesthetics. We focus on building smooth, intuitive, and meaningful experiences that make your brand more findable, more engaging, and more impactful—so the people you serve feel understood, and are inspired to take action.
