The notion of creating a great “experience” for customers has long been central to achieving customer satisfaction and brand loyalty. However, few users of experience-design methodologies have applied their concepts that are well-tested in User-Experience fields (technology, tourism) to the workplace. Retailers have argued that experiences are a new type of economic value, distinct from commodities, goods, and services. In a highly-commodotized world, it would seem like the authentic design and application and scaling of consumer-facing experiences would be adopting in fields other than retail.
Audience members will learn about the roots of experience design, relevant design methodologies and when to use them, and concrete examples of how design can be applied to hard and soft FM as well as CRE services.