Do you design for the moments that matter in your experience?
One of the things that could be helpful to have included in your journey is the moments that are important to the customer or employee. So look for things that you can heighten in the experience, and also look at things you can improve in the lowest of the peak.
Some things may be really easy to fix and won't cause a huge investment to do.
According to the Peak End Rule, people have a tendency to remember an experience at its highest point and at the very end.
Have you ever experienced this? For example, you wait in line at a theme park for 30 minutes (low) just to go on that amazing ride (high) - you remember the high and then forget the low.
You also leave the park and buy the merchandise, or the hotdog and ice cream (if you are at Ikea) - and that is what your memory remembers.
Do you use peak end in your journeys? How has it gone?
#userexperience #productinnovation #servicedesign #behavioralscience #behavioraldesign #digitaltransformation