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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 8

Experience by Design: Designing a Captivating Customer Experience

In This Chapter

arrow Looking at the seven core elements of a great customer experience

arrow Understanding the five foundations of experience design

What were you doing last Saturday night? Perhaps you, like many others, watched a movie. Now, whether you enjoyed that movie is a different question altogether.

What makes a good movie? What makes a theater full of people sit quietly(ish) in a darkened room for two hours? Well, it’s a combination of factors. A good movie has an interesting story. It features actors and actresses who are engaging and believable. A good movie engages the audience’s senses and emotions. And unless it’s an entry in a Fellini film festival, a good movie makes sense. It’s logical.

A good movie doesn’t just happen. It takes great effort and extraordinary attention to detail. Take James Cameron’s Avatar, for example. Avatar — the result of work done by thousands of actors, actresses, designers, and technicians from all over the world — took four years to make. And yet, the movie ran just under three hours. In other words, each hour of the movie required 30,000 hours of visioning, designing, and creating. That may seem like a prohibitive amount of work, but consider this: With box office receipts ...

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