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Developing Meaningful
    Experiences


      Nathan Shedroff
        UPA 2009
Slides and templates posted:
    nathan.com/thoughts
The big thing!
The big thing!
  Meaning
Why experiences?
Price/Value




Commodity            Product             Service             Experience



            From: The Experience Economy, Pine and Gilmore
Price/Value




                      Experience




Commodity   Product            Service   Event/Environment
Experiences are designable
Everything we create
  is an experience
We recognize some
experiences easily
We recognize some
experiences easily
We recognize some
experiences easily
People don’t just
travel to see things
They travel to
 experience
Design is the process
of making experiences
But what, exactly,
is an experience?
SIGNIFICANCE                    DURATION




TRIGGERS                    EXPERIENCE                 BREADTH




                INTENSITY                INTERACTION
EXPERIENCE         BREADTH
                         Product
                         Service
                          Brand
                        Name(s)
             Channel/Environment
                         (Space)
                      Promotion
                           Price
Breadth
TRIGGERS   EXPERIENCE         BREADTH
Sight                               Product
Sound                               Service
Smell                                Brand
Taste                              Name(s)
Touch                   Channel/Environment
Concepts                            (Space)
Symbols                          Promotion
                                      Price
Every sensorial decision is a trigger:

color, texture, smell, taste, typeface,
 sound, music, voice, pattern, icon,
symbol, interaction, layout, concept,
   temperature, expression, etc...
TRIGGERS                 EXPERIENCE         BREADTH
Sight                                             Product
Sound                                             Service
Smell                                              Brand
Taste                                            Name(s)
Touch                                 Channel/Environment
Concepts                                          (Space)
Symbols                                        Promotion
                                                    Price

           INTENSITY
                 Reflex
                 Habit
            Engagement
Intensity
Intensity
Intensity
DURATION
                                           Initiation
                                         Immersion
                                        Conclusion
                                       Continuation




TRIGGERS                 EXPERIENCE                      BREADTH
Sight                                                          Product
Sound                                                          Service
Smell                                                           Brand
Taste                                                         Name(s)
Touch                                              Channel/Environment
Concepts                                                       (Space)
Symbols                                                     Promotion
                                                                 Price

           INTENSITY
                 Reflex
                 Habit
            Engagement
DURATION
                                                    Initiation
                                                 Immersion
                                                Conclusion
                                               Continuation




TRIGGERS                 EXPERIENCE                               BREADTH
Sight                                                                   Product
Sound                                                                   Service
Smell                                                                    Brand
Taste                                                                  Name(s)
Touch                                                       Channel/Environment
Concepts                                                                (Space)
Symbols                                                              Promotion
                                                                          Price

           INTENSITY                  INTERACTION
                 Reflex                Passive
                 Habit                Active
            Engagement                Interactive
SIGNIFICANCE                                  DURATION
           Meaning                                                Initiation
           Status/Identity                                     Immersion
           Emotion/Lifestyle                                  Conclusion
           Price                                             Continuation
           Function




TRIGGERS                               EXPERIENCE                               BREADTH
Sight                                                                                 Product
Sound                                                                                 Service
Smell                                                                                  Brand
Taste                                                                                Name(s)
Touch                                                                     Channel/Environment
Concepts                                                                              (Space)
Symbols                                                                            Promotion
                                                                                        Price

                      INTENSITY                     INTERACTION
                               Reflex                Passive
                               Habit                Active
                       Engagement                   Interactive
SIGNIFICANCE                               DURATION
           Meaning                                             Initiation
           Status/Identity                                  Immersion
           Emotion/Lifestyle                               Conclusion
           Price                                          Continuation
           Function




TRIGGERS                                                                     BREADTH
Sight                                                                              Product
Sound                                                                              Service
Smell                                                                               Brand
Taste                                  MEANING                                    Name(s)
Touch                                                                  Channel/Environment
Concepts                                                                           (Space)
Symbols                                                                         Promotion
                                                                                     Price

                      INTENSITY                  INTERACTION
                               Reflex             Passive
                               Habit             Active
                       Engagement                Interactive
MEANING
VALUES
EMOTIONS
PRICE
FEATURES
Function (Performance):
Does this do what I need?
Price (Value):
Does this do what I need at a
   price that’s worth it?
Emotions (Lifestyle):
Does this make me
   feel good?
Status/Identity (Values):
      Is this me?
Meaning (Reality):
Does this fit into my reality?
Core Meanings:
Accomplishment    Harmony
     Beauty        Justice
    Creation      Oneness
  Community      Redemption
      Duty         Security
 Enlightenment      Truth
   Freedom        Validation
                   Wonder
Core Meanings:

   Definitions:
makingmeaning.org
Meaning is at the core of Values:
  Priorities and Expressions
Nike:

Accomplishment        Harmony
    Beauty             Justice
    Creation          Oneness
  Community          Redemption
      Duty             Security
 Enlightenment          Truth
   Freedom            Validation
                       Wonder
Apple:

Accomplishment         Harmony
    Beauty              Justice
   Creation            Oneness
  Community           Redemption
      Duty              Security
 Enlightenment           Truth
   Freedom             Validation
Apple:

Accomplishment         Harmony
    Beauty              Justice
   Creation            Oneness
  Community           Redemption
      Duty              Security
 Enlightenment           Truth
   Freedom             Validation
                        Wonder
Accomplishment    Harmony
    Beauty         Justice
    Creation      Oneness
  Community      Redemption
      Duty         Security
 Enlightenment      Truth
   Freedom        Validation
                  Wonder
Beauty, Community, Wonder...

        Films             Cars & Buses?
    TV & Radio           Phones & PDAs?
        Music               Furniture?
   Theme parks          Security Systems?
Travel (cruises, etc.) Food & Agriculture?
      Clothing         Education (schools)?
     Souvenirs          Financial Services?
        Toys               Healthcare?
    Computers             Governments?
       Games
Successful experiences are
       meaningful
  (and not merely novel)
Design is the process
of evoking meaning
How does this relate to
 business & strategy?
Strategic Design:

        Corporate
        Meaning
        Priorities      Your Focus


 Team           Customer
Meaning         Meaning
Priorities      Priorities
Strategic Design:

        Corporate
        Meaning
        Priorities        Your Focus


 Team              Customer
Meaning             Meaning
Priorities          Priorities
       Competitors’
          Meaning
          Priorities
Strategic Design:
      Corporate:
    Accomplishment
       Beauty
       Wonder
  Team:      Customer:
 Harmony      Security
 Beauty       Beauty
 Wonder       Wonder


Focus: Beauty & Wonder
Strategic Design:
     Corporate:
   Accomplishment
       Beauty
      Wonder
 Team:      Customer:
Harmony      Validation
 Justice     Creation
Wonder         Duty


     No Focus!
How do you put this into the
  development process?
A meaning-filled development process:
A meaning-filled development process:
A meaning-filled development process:
A meaning-filled development process:
Research Techniques:
     Interviews
  Careful Surveys
    Shadowing
    Games, etc.

The Meaning of Things
 by Csikszentmihalyi
DESIGN              SUSTAINABILITY




         BUSINESS
DESIGN                SUSTAINABILITY




          MEANING




         EXPERIENCE




         BUSINESS
Some questions:
Who’s doing this?
Who’s doing this?
      You
What meanings do
your customers prioritize?
What experiences
 do they seek?
Is meaning manipulation?
Should companies
 evoke meaning?
Does everything we design
 already evoke meaning?
Are you creating
anything meaningful?
What’s meaningful to you?
nathan.com/thoughts
makingmeaning.org
experiencedesignbooks.com
   nathan@nathan.com

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