
D.Talk – The Future of Experience
Wednesday, July 15th at AIGA SF HQ
As part of San Francisco Design Week
Here are the notes I took during the discussion. It’s not a verbatim transcription, it’s more like the bits of wisdom that I thought were useful or interesting
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What is the Future? How do we get there?
Experience is…
- anything we interact with, feel, or observe
- thinking beyond the artefact and into how it fits into the rhythm of someone’s day
- the design of anything with human experience as an explicit outcome and goal.
Brand = vision. Inside out. How companies want to be seen.
Experience = tangible manifestation of vision. Outside in. Discovering what users’ needs and wants are, and then finding how to deliver that to them. Getting inside customer’s head first.
Brand Promise vs. Experience
is jusdged by the customer
No experience exists in isolation.
You’ve got to think about the rich network of connections that surround us and it.
Experience design sometimes = business decisions.
Best / Most Effective Experiences create an open experience framework – twitter, pandora, etc – that give guideposts for users to create a custom experience within.
Designing the Whole Experience
- Help clients think beyond the day-today
- (I’m calling this being an “Empathy Professional”)
- 1st. define ideal experience
- 2nd. map out scenarios across all touch points and across time
- Context. Go through the day of the customer, show brand’s relationship with that day. Helps the client see their context. “Customer Journey.” Could be a sales journey, etc. Make a cartoon that tells a story, helps client see their website as part of a larger experience.
If a client comes to you with a specific deliverable – website, etc – it’s our job to show them there is a bigger vision.
Defining that vision strategically and communicating it to the teams working on those touchpoints makes it happen effectively.
Creating Brand vision from an agency is one thing, but clients must culturally adopt these values to actually continue them.
- Use story telling
- videos
- things clients can share / use to socialize internally
Read: “Smuggler’s Guide to Innovation”
Ideas are more effective if you sneak them in and spread them, creating collaboration and shared ownership. Championing an idea is rarely as effective.
Experience Design requires feedback, must be collaborative.
Facilitating conversation around problem solving, then plucking ideas out is the Design part. How to run a workshop seems key to me here. See “Game Storming”
A thought: Things that designers like < Things that customers like.
A note: there was a minute where we digressed into stuff about augmented reality glasses, touch screens and virtual media. I didn’t write any of it down cuz I felt like it was too specific, whereas the future of exp in our context is a broader definition of how we work with a client to define and craft their relationship with their users/clients.
How to get to this future?
We must approach clients with the goal of helping them solve business challenges.
Work at the SPEED of start ups.
You gotta be sketchy, messy, fast, rough & ready.
Don’t take yourself too seriously.
it’s about you, an engineer and a business guy standing around a white board scribbling, then maybe 4 hours of you at your favorite adobe product.
Note: Adaptive Path’s Design Scrums
Helping to Solve a UN challenge through
Tuesdays @ 10 am for 1 hr
KEY EXPERIENCES
- Mapping
- Storytelling
- Proof points
So what is their flow within the engagements?
Creating open frameworks for experiences to be shaped.
Elevate the value of your design with proof.
MY TAKEAWAYS
“Empathy” Professional
Communicating to clients the context of an experience in order to define and design a larger one.