8.0
X IS ALIVE!
THE RESULTS WILL ASTOUND YOU
To return to some specific cases of using experience architecture design to create truly transformative new ways of delighting customers, let’s first revisit the magic of Disney’s MagicBand. This is a Sphere of Experience come to life while still revealing new ways to improve the experience flow and the overall experience over time.
DISNEY INVESTS $1B TO LEARN HOW TO IMPROVE CUSTOMER EXPERIENCES
The happiest place on earth can only become happier if Disney understands the aspirations of guests and where it is they meet unintended friction. The core goal, of course, is to reduce friction, unlock opportunities, and innovate in ways that give guests an experience even better than they’ve expected. Once they see, hear, taste, or otherwise sense this fantastic new experience, it becomes the new standard they can no longer live without. So they will return for more, and they will share all about it.
Experience design is at the center of everything the company does, and it has been since the beginning. You will find it in the most minute of details. For example, when you visit Disneyland, you might notice that certain doorways and gates are quite small by relationship to the overall architecture of some of the buildings. This was a design feature invented by none other than Walt Disney himself as a way to help guests feel larger than life, ...
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