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Peak End

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Paul Ward (璞文德)
Paul Ward (璞文德)

A very basic introduction to peak-end design of user experiences, showing how to allocate people, processes and technology strategically to form memorable experiences. Based on the psychological work of Daniel Kahneman.

Business
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Peak-End Rule ,[object Object],[object Object]
Memory ,[object Object],[object Object],[object Object],[object Object]
Peak-End Rule ,[object Object],[object Object],[object Object],[object Object]
Shaping Processes ,[object Object],[object Object],[object Object]
Fundamental Ideas ,[object Object],[object Object],[object Object],[object Object],[object Object],Sources: Liljander and Mattson, Jones and Sasser
Mastery of Moments of Truth ,[object Object],[object Object],[object Object],[object Object]
Peak-End Design ,[object Object],[object Object],[object Object],[object Object]
Peak-End Design ,[object Object],[object Object],[object Object],[object Object],[object Object]
Peak-End Design ,[object Object],[object Object],[object Object],[object Object]
PCV in the Real WorldCustomer Experience Does the experience create a positive, branded memory? How do touchpoint design, relevance of experience, brand values, and memorability compare to those of competitors?
This graphic copyrighted © 2001-2008 by Greater China CRM. Retail Experience Browse and choose now Use Stand in line Drive & Park Complain? Advocate?

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Peak End

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  • 10. PCV in the Real WorldCustomer Experience Does the experience create a positive, branded memory? How do touchpoint design, relevance of experience, brand values, and memorability compare to those of competitors?
  • 11. This graphic copyrighted © 2001-2008 by Greater China CRM. Retail Experience Browse and choose now Use Stand in line Drive & Park Complain? Advocate?