Experience design
Designs the experience a person has with a product, a service or a place: what they do, what they feel and what they remember afterwards.
What it deals with
A product can work well and still leave people indifferent. What people remember and talk about is the experience, not the features.
Principles
The why first
What need or emotion lies behind what the person does.
Then the what
What they can do with the product.
Finally the how
The buttons, screens and gestures they use to do it.
Applications in design
Use it like this
Ask why someone would use your product before deciding what it will do.
Avoid
Confusing experience with aesthetics or with adding surprises.
Don’t fall for it
What the person remembers may differ from what they experienced: design the ending too.
Especialidades
Fan experience
Designs what the audience of a sports event goes through, from getting into the stadium to leaving.
Employee experience design
Applies design to the relationship between people and the organization they work for.
Customer experience design
Designs how a person experiences their relationship with a company, before, during and after buying.
Methods and tools
- MethodJourney mapA map of a person's path through a service, with what they do, use and feel at each step.
Connections
Builds on
Authors and works
- 1998
B. Joseph Pine II and James H. Gilmore
Argued that experiences are an economic offering of their own, distinct from products and services.
- 2010
Marc Hassenzahl
Described experience as a story that is remembered and proposed designing from the person's needs.
Sources
Original sources
- Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105. View source: Pine, B. J., & Gilmore, J. H. (1998)
- Hassenzahl, M. (2010). Experience design: Technology for all the right reasons. Morgan & Claypool.
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