Designing Experiences

Pub Date: July 2019

ISBN: 9780231191685

224 Pages

Format: Hardcover

List Price: $30.00 £25.00

Pub Date: July 2019

ISBN: 9780231549516

224 Pages

Format: E-book

List Price: $29.99 £25.00

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In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services. Because experience design concepts and approaches are spread across multiple, often disconnected disciplines, there is no book that succinctly explains to students and aspiring professionals how to design them.

J. 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. Rossman and Duerden challenge us to reflect on what makes a great experience from the user's perspective. They provide a framework of experience types, explaining people's engagement with products and services and what makes experiences personal and fulfilling. The book presents interdisciplinary research underlying key concepts such as memory, intentionality, and dramatic structure in a down-to-earth style, drawing attention to both the macro and micro levels. Designing Experiences features detailed instructions and numerous real-world examples that clarify theoretical principles, making it useful for students and professionals. An invaluable overview of a growing field, the book provides readers with the tools they need to design innovative and indelible experiences and to move their organizations into the experience economy.

Designing Experiences features a foreword by B. Joseph Pine II.

Named 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 Experience
The 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

Foreword
Preface: Thanks for Joining Us!
I. Understanding Experience
1. Exploring Experiences and Experience Design
2. What Makes a Great Experience?
3. A Framework of Experience Types
II. The Experience Designer's Toolkit
4. The Experiencescape
5. Experience Design Thinking
6. Designing the Experience Journey
7. Touchpoints and Transitions
III. Creating Great Experiences: Enhancements and Examples
8. 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

  • Listen to Tony Daussat interview the authors on Experience Design podcast
  • Listen to the authors talk with Andrew O'Loughlin on the The Event Show podcast
  • Listen to author Mat Duerden talk with Neil Lundberg at the Marriott School of Management about experience design and management
  • Read an essay by J. Robert Rossman on why in the experience economy participation trumps service interactions
  • Read an essay by the authors on what makes a truly extraordinary customer experience

Winner, 2021 Axiom Business Book Award, Business Intelligence / Innovation

About the Author

J. Robert Rossman is professor and dean emeritus at the College of Applied Science and Technology at Illinois State University. He is coauthor of Recreation Programming: Designing and Staging Leisure Experiences (eighth edition, 2019).

Mathew D. Duerden is associate professor in the department of experience design and management at the Marriott School of Business at Brigham Young University.

B. Joseph Pine II is cofounder of Strategic Horizons and author of The Experience Economy (updated edition, 2011) and Infinite Possibility: Creating Customer Value on the Digital Frontier (2011), among other works.