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