Experience design


I'm really glad I finally spent some time reading the articles Dr. Gibbons suggested we read in relation to the Thanksgiving Point project. I think the most compelling thought I read was this:

We argue that the right strategy cannot be known a priori. Instead of trying to define a service from the top down, we start with exploratory or immersive research to lead to opportunities for innovation in strategy. This, in turn, provides context (or the fill) from which the service can be created.
But there are many great thoughts that help give picture to the concept of experience design:
Great experiences are leading to a demand for even better experiences. As expectations for service experiences rise—are the people participating or cocreating those experiences becoming more skilled at leveraging the resources for their experience and designing their service? If so, then what are the implications for designing-for-service experiences?
In designing-for-service experiences we must provide the opportunity for customers to have meaningful, compelling, and fulfilling experiences that address their needs and satisfy wants. We need to provide the resources for people to design, so that they can create their own experiences (Tempkin, 2008).
Given the current cultural, social, and economic contexts, the resources need to meet or exceed people’s expectations, and encourage participation so that customers become advocates for the brand. (In a sense, they invest in the brand, taking ownership and cocreating the brand itself.) The technology is now in place as a key differentiator in service delivery. What happens at Zappos today simply was not possible just a few years ago. They have raised the table stakes for all other companies.
 Collaborators ‘‘visualize, express and choreograph what other people can’t see, envisage solutions that do not yet exist, observe and interpret needs and behaviors and transform them into possible service futures, and express and evaluate, in the language of experiences, the quality of design’’ (Service Design Network, 2005). As a discipline, service design should not be viewed in isolation, but as complement to service development, management, operations, and marketing (Service Design Network, 2005; Mager, 2002; Edvardsson et al., 2000).

Quotes from dubberly.com.

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