An experience does not happen in your product

An experience does not happen in your product or service, but instead in your customers mind.

This book by John Whalen, PhD focuses on 6 mental processes for building products and services.

The processes are:

1)Vision/Attention: what is your customer looking at

2)Wayfinding: where is your customer in the product or service you have

3)Memory: what mental models or past experiences do your customers use to understand what they are experiencing

4)Language: what words are your customers used to?

5)Decision Making: what problem does the customer believe they have and what decisions do they make along the way

6)Emotion: what are your customers goals, desires and fears and how do they affect their decisions

All these 6 processes are what makes an experience and if you are designing one, you should take all of these into account.

I especially liked the decision making process - Your customers are asking themselves many questions before they decide to do something , buy something. We should be able to map these out and be prepared to answer these and assure them along the journey.

#behavioralscience #experiencedesign #productinnovation #servicedesign

An experience does not happen in your product or service, but instead in your customers mind.