May 2004
Beginner
304 pages
7h 7m
English
Content preview from Clued In: How To Keep Customers Coming Back Again and Again
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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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