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Home > Customer Experience Design
Customer Experience Design
As a vivid example of Customer Experience Design, the Walt Disney Co. uses elaborate measures to create an arrival experience for its Guests. At each of the Walt Disney theme parks, a massive structure, such as Cinderella's Castle in the Magic Kingdom Parks, is glimpsed from a distance and builds anticipation. When arriving Guests enter the Magic Kingdom, they traverse a short tunnel, which physically and symbolically removes them from the outside world. Once inside the park, delicious smells of popcorn and baked goods explode from every corner, inviting the senses to more thoroughly explore the detailed scene. Evocative music completes the experience. There can be no confusion about where one is, and thoughts of the everyday world quickly fade.
According to Joseph Pine II and James Gilmore (The Experience Economy, Harvard Business School Press, 1999), “experiences represent an existing but previously unarticulated genre of economic output.” Adding a focus on designing and delivering experiences to existing products and services creates important new opportunities for value creation and economic expansion.
At Intentional Design Inc., we believe the shift from focusing on products or services to Customer Experiences is profound. The focus of a company’s value creation activities shifts to center more completely on the customer and what he or she needs, wants and gets. The goal becomes using company resources to satisfy the customer as fully as possible, consistent with the company’s mission. Business results follow improved customer satisfaction.
Different companies have defined the scope of their intentional Customer Experience in unique ways.
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Schedule a personal, online seminar with one of our Principals today. You will receive a live, individual presentation and discussion via WebEx, either 30 or 90 minutes in length. The seminar will be highly interactive, allowing you to receive information, ask questions and discuss how these concepts apply to your unique situation. Both visual and audio information will be exchanged.
You will attend the seminar over your own internet connection and access to a toll-free telephone number (for US-based participants only.) Clicking on the button to the right will take you to a calendar of available seminar dates and times and allow you to confirm your personal seminar today.
30-minute QUICKSTART Seminars are generally scheduled every weekday from 9:00 AM - 9:30 AM Pacific Standard Time. 90-minute Seminars are generally scheduled every weekday from 10:30 AM - 12:00 PM Pacific Standard Time. If you prefer a different schedule, please email us at mydesignteam@intentionaldesign.com.
A fee of $250 is charged for each 30-minute QUICKSTART Seminar, and a fee of $750.00 is charged for each 90-minute Seminar. These fees can be fully applied to any services purchased within 90 days after the seminar.
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