Chapter 9. The Discipline of Designing Experiences

Designing experiences is not new. From social settings to religious ceremonies, and from architecture to entertainment, experiences have been designed for centuries. But the concept of purposefully designing customer and employee experiences, with the discipline of blending clues into a system that manages the value created, is new.

The discipline of designing experiences blends creativity with strategic rigor, enabling experiences to connect on a customer-defined value in a manageable and sustainable system. Clues are the heart of the system that manages experience, and creating and integrating clues are at the heart of designing experiences.

Illusions and Realities

Systems thinking is central ...

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