EXPERINCE DESIGN FRAMEWORK

NEA, ANNIKA, NOORA

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Experience Design Framework

The Experience Design framework is not a step by step process rather a spiral that acts as a spring with multiple iteration rounds.

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Customer S

tory

Episodes

1. Inspiration Information2. Idea Creation3. Purification 4. Sense Interpretation5. Experience Implementation6. Monitoring

Phases:

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TASKS

TOOLS

INSPIRATION INFORMATION

To research and learn the given inspiration or theme.

Consists of two parts: 1) Receive theme 2) Gather information and learn about the theme using tools given

Service safari: researchers go to a related ser-vice and experience first-hand the service. Expert interviews Observation:Participation: Reading:Project own goal, skills and understanding

INSPIRATIONWe were given the task to cre-ate a new innovative experience that would include the following themes:

WellnessHealth Food

CommunitySharing

To understand and collect information about existing service experience that offer these types of themes we visited a Yoga studio and attended a Yoga class.

SERVICE SAFARI

What was gained?

A clearer understanding of what yoga is. A deeper understanding of the concept of yoga by participating in the yoga class. Getting a feel for what types of space is needed to do yoga. Observation of what types of people go to yoga.

Key findings

Yoga is not a sport. Development is not a steep uphill climb but a spiral. Focus should be on your individual needs and desires. Fo-cus on the present moment, breathing, relax-ation.

TASKS

TOOLS

IDEA CREATION

Idea creation is a creative process of develop-ing new ideas from existing knowledge and emotions before elaborating them into con-cepts.

Generating as many free flowing ideas without limitations as possible. To do so the mind needs to be open and the environment free from crit-icism towards the ideas as this can hinder the idea creation.

Brainstorming Mood boards RoleplayCrowdsourcingCharacter profilesMind mappingMotivation matrixCustomer journey mapProject own goal, skills and understanding

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INSPIRATIONGathering ideas from already existing information from pre-vious phase

WellnessHealth Food

CommunitySharing

To generate as many new ideas as possible without any limita-tions we used the following tools:

Brainstorming

For this project we used the brainstorming technique. The purpose of this prac-tice is to NOT evaluate the ideas but rather to gather as many ideas as you can think of and then evaluate them in the next phase.

Mood board

Mood boards serve as a visu-al tool when trying to come up with a certain feel to a project. It helps your team to tell the story behind the idea. For this project we have made a virtual mood board using Pinterest and then gathered images for a tradition-al mood board displayed on the next page.

MOODBOARD

TASKS

TOOLS

PURIFICATION

To filter down ideas generated and create a clear holistic concept. Narrow down the scat-tered ideas and choose the best ones.

What ideas are relevant? Eliminate the ideas that are not relevant or possible to carry out.Which ideas match the objectives of the expe-rience being designed? Be critical and refer to the start theme or inspiration. Eliminate nega-tive cues and Focus on positive cues.

Experience realm mapping (card sorting): Us-ing the experience realm as a tool to map out ideas. Place all ideas into areas on realm. Great experiences should include aspects from all four realms. Eliminate those ideas that are not rele-vant. Using the map, create a whole that has all four realms included.Sticker vote: different ideas or concepts are pinned to the wall and each team member is given 3 stickers. The stickers represent the best idea and most relevant. Each member votes for the best ideas by placing the sticker on idea. This can be used along with the experience real mapping.

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During the purification phase, it is important to consider the cus-tomer story. The customer story can be developed during other phases of the experience framework but during this phase it is most essential.

The customer storyline is formed of a beginning, rising action, climax, falling action and ending. The customer story captures every element that creates the holistic experience. These elements are called episodes, which are plotted along the storyline.

EXPERIENCE EPISODE

ACTS

The episodes are plotted on to the customer storyline creating well-planned experience path.

CUSTOMER STORYLINE

During the purification phase, it is important to consider the cus-tomer story. The customer story can be developed during other phases of the experience framework but during this phase it is most essential.

The customer storyline is formed of a beginning, rising action, climax, falling action and ending. The customer story captures every element that creates the holistic experience. These elements are called episodes, which are plotted along the storyline.

BEGINNING ENDING

TASKS

TOOLS

SENSE INTERPRETATION

In order to realize the experience, it must be brought to life in some way. This can be ac-complished using senses, visual aids, or illus-trations.

To create a prototype of the experience. This prototype is tested and purification may take place.

Experience prototyping:Stage the experience, making a mini prototype. This can be done by combining all elements re-lated to the experience being designed into one space. Mock-up:Illustrating with pictures and senses with sounds(music), smells, taste, feel (fabrics) etc.

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MeditatingFood Sampling

Visualising locationChoosing calm music

Picking out fabrics

SENSE INTERPRETATIONMOCK-UP

TASKS

TOOLS

EXPERIENCE IMPLEMENTATION

Creating the experience, and taking it from a prototype to reality.

Detailed planning is needed in order to take the prototype of the experience created to the mar-ket. Experience design does not end here, the designing will continue and can iterate between phases

Constructing the stageTraining staffSetting scripts (staff and customers)Blueprints

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TASKS

TOOLS

MONITORING

Monitoring the final experience.

Keeping track of progress and developing ex-perience further based on collected feed back, changes in the industry, trends and customer needs.

Cool HuntingCompetitor analysisCustomer feedback surveysDevelopment discussions (within company)Tools from Idea creation can also be used

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