Description
Book SynopsisJ. Robert Rossman and Mathew D. Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish.
Trade ReviewNamed a best customer experience book of 2019. * My Customer *
Designing Experiences provides a much-needed evolution in the delivery and execution of programs, services, products, and experiences. Rossman and Duerden present a contemporary approach to experience design, journey mapping, and design thinking that helps us understand the complexity of designing experiences. Moreover, the book offers a refreshing resource, targeting multiple academic disciplines that will benefit greatly from Rossman and Duerden’s framework and conceptualization of experience design. -- William W. Hendricks, Professor and Department Head, Experience Industry Management Department, California Polytechnic State University
Designing Experiences will change the way you think about just about everything you do, or experience, in life. This engaging book outlines the essential elements of any experience, explains the features that influence how we experience different events, describes how to use a set of specific tools to design experiences that achieve a planner’s desired objectives, and leads the reader through the process of conceptualizing how to create great experiences. The book is full is of useful insights relevant to businesses, politicians, teachers, and parents, anyone trying to create experiences that will meaningfully engage others. -- Brigitte C. Madrian, Dean and Marriott Distinguished Professor, Brigham Young University Marriott School of Business
This timely book sets out to unravel how we become emotionally engaged with product and service offerings and how such offerings are deliberately designed. It articulates the importance of intentionally designing certain types of experiences and what key features can help create an appealing experience. Its call for attention to detail on every facet of an experience is one that anybody involved in their design should heed. -- Graham Berridge, author of
Events Design and ExperienceThe core content and big payoff in the book is the how-to guide. It begins with an ascending framework of five types of experiences: prosaic, mindful, memorable, meaningful, and transformational. * Strategy + Business *
They provide a framework of experience types “from prosaic to transformational” that will prepare almost anyone for comprehensive experience design. * Bob Morris, Blogging on Business *
The text is clear, concise, and a must read for anyone interested in the subject. * Choice *
Table of ContentsForeword
Preface: Thanks for Joining Us!
I. Understanding Experience1. Exploring Experiences and Experience Design
2. What Makes a Great Experience?
3. A Framework of Experience Types
II. The Experience Designer’s Toolkit4. The Experiencescape
5. Experience Design Thinking
6. Designing the Experience Journey
7. Touchpoints and Transitions
III. Creating Great Experiences: Enhancements and Examples8. The Stories We Tell: Building Drama in Your Experiences
9. Techniques for Enhancing Experiences
10. Using Experience Design in Product Development and Corporate Strategy
Conclusion: Closing Thoughts
Notes
Index
