Summary of Book: The Experience Design BLUEPRINT by Greg Olson
Why are we surrounded by so many broken experiences?
Have our organizations become so complex and our roles so specialized that the
audiences we serve must hopelessly suffer through our collective shortcomings?
No matter what your role or title is, happier customers and a healthier organization
should be front and center in what you do. But, chances are, your conversations are
all wrong and your mental models are anemic.
In this practitioners guide, Greg Olson reveals new mental models like the Promise
Delivery System and the 3 Psychological Zones along with real world examples and
recipes that can be applied immediately to your situation.
Using a common experience of renting a car, Greg shows us how to design new or
improve existing experiences, step by step, helping us all to tap our inner designer
and have better conversations along the way. He shows us how to build more
responsive organizations whether we're trying to capitalize on new opportunities like
more connected ice cream, serve pizza to the President of the United States, or
invent and popularize a new women’s sport.
You’ll learn how to more effectively navigate your own organization, the business
landscape, and customer ecosystem, so that the benefits of your great ideas can be
felt by others. Discover how to ensure your organization remains relevant and stays
connected to those it serves.
The models in the Experience Design BLUEPRINT are equally relevant to
organizations of all types and sizes including start-up
entrepreneurs, nonprofits, for-profits, and government.
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Section 1: Making the Invisible Visible
Section 2: Making a Bigger Imprint
Chapter 1: What Makes an Experience?
Chapter 2: Making the Customer Come Alive
Chapter 3: Who is in the Sandbox?
Chapter 4: Modeling the Customer Journey
Chapter 5: The Rental Car Journey
Chapter 6: Aiming for Remarkable, Unbroken,
and Generous Design
When Bad Design Kills
Metrics that Matter
Chapter 7: Improving the Journey
Filters Remove Unwanted Information
Lenses Provide Focus for Design
4 Action Levers
Chapter 8: Promise Delivery System
Pivot on the Audience
Customer Insights and Validation
Navigating Trends and Changes
The Curse of the Lumpy Snowball
Chapter 9: The Neighborhood
A Better Neighborhood
Recipes for Being a Better Neighbor
Chapter 10: Bees and Raccoons
Pursuing the Shiny
A Better Role Model
Focus Focus or Hocus Pocus
Chapter 11: Barriers to Innovation and Overcoming
4 Reasons We Don’t Move Forward
Chapter 12: The Three Psychological Zones
Chapter 13: Taking Flight
The Featherless Crow
Thinking Big and Excellence in Execution
3 Doors of Change
Chapter 14: The World of Work has Changed
The Great Misalignment
Chapter 15: From Argh to Aha!
56 recipes , 78 images, and 25
Greg Olson is an author, speaker, business coach,
and consultant. He is the managing director of
Delightability LLC, and also serves as a volunteer
board member for Oikocredit Northwest and as
an advisory board member to Seattle University’s
Department of Electrical and Computer