Delivering great experiences is kind of like performing a great play. You have actors, sets, and a plot. Traci Lepore did a great job comparing Design and Theater and I recommend you take a look.
However, most comparisons of experience design and theater stop short. In addition to the elements you might think of for a play, consider that it also takes a technical crew to deliver lighting and sound, ushers to guide you to your seats and assist you if you have a problem, advertising, selling tickets at the box office and through online partners, and a production manager who plans for all of the things that could go wrong like a sick actor or an emergency. Then add in the extras like programs, t-shirts, CDs and other souvenirs. All of these elements come together to deliver the event experience.
A play may take place once or it may happen several times a day for months or even years. It may be in one location or it may be a traveling show that needs to adapt to different places every week.
Think of all of the elements that are needed to deliver a great experience with your product. The extended experience includes many touch points. Think of the web site that has product descriptions, the sales team that assists the customer in selecting the right product, a support staff that provides assistance when people have questions or problems, and even the t-shirts given out at conferences. All of these elements have to come together to deliver a great experience.
A great experience is designed and delivered by many people. Take a minute to list some of the people who are involved in delivering the experience you are designing.
Now, take a minute to thank them for their contributions. Then, ask a few questions:
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- Do you share the save vision for the delivered experience? If not, how can you move toward a shared vision?
- How do you collaborate or coordinate your work? Have you asked them for their ideas?
What do you think about the Theater comparison to experience design? Let me know your thoughts by leaving a comment.
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