article on experience design

Question 1

evolution in the market place

Answer 1

started off with commodities, brands started appearing (offered convenience and consistent quality), next was people didnt want to bjy a brand and make it themselves they wanted someone to do it for them (services, like someone else baking a cake for you), the price goes up , next step is wy do people buy products and services? Maybe for an event or special occasions, can charge even more

Question 2

experiences/ services

Answer 2

Dance events, go karting
Game experience
Ax experience
Horror experience
Space experience

Question 3

GDP and services

Answer 3

We spend a lot on services
High level benefits that services offer

Question 4

four quadrants

Answer 4

entertainment, educational, escapist and aesthetic

Question 5

5 things companies can do

Answer 5

Theme the experience
Harmonize impressions with positive cues (ex: lockers at concerts, helpful bc you dont want to carry your backpack)
Eliminate negative cues (ex: music concert common problem may be lines for the toilets so how can we eliminate this)
Mix in memorabilia
Engage all 5 senses (ex:Starbucks does this)

Question 6

peak end bias

Answer 6

Experiences should end on a hugh note
People prefer experiences that get better over time, and end on a high note
Implications

Question 7

customer journey

Answer 7

Customer touchpoints over time through experience
Firms can and should identify pain and pleasure points
Can be online or be in person
Examples of online customer journeys: The loreal customer app has 9 touchpoints (pain and pleasure and ways to improve)