Every product or service is today part of an ecosystem: as a consequence our user experiences span more and more several channels and devices. In such a perspective information architecture and UX design have to embrace the idea of flow and narrative.
Ever wondered why you can watch a movie and actually follow up without getting lost? After all, you just got lost for the 100th time in that parking lot. Ever wondered how you can make any single piece of your strategy, online and offline, contribute to making your users and customers feel at home?