The Experience Book

The Experience Book PDF Author: Adam Scott
Publisher: Black Dog Press
ISBN: 9781912165384
Category : Design
Languages : en
Pages : 288

Book Description
Contrary towhat one might imagine, there is no such thing as an experience designer. Atleast not in the sense that we might talk of an individual recognised as such.To make experiences is to be human. Shaman, architect, food engineer - you nameit, they are all experience designers. Informed by an understanding of people'sneeds and wants - our stories, our rituals, our myths - the beautifullydesigned experience has the power to transform lives. “/i>iThe Experience Book is an ode to that power. Essentially, it is a book abouttime and how we use it to design and make experiencesthat define the spaces we live, work and play in. Divided into a guidebook anda sourcebook, it begins by explaining what it is about the human mind that sodeeply feasts on the notion of the experience, and then employs this knowledgeto suggest a method or framework fordesigning experiences. The guidebook done, the sourcebook serves asinspiration for the art of experience design, with precedents drawn from the past 35,000 years' worth oftransformative experience making. The first publication about theattributes that together make what is fast becoming a recognised discipline, “/i>iThe Experience Book is beautifully presented. Comprised of a wonderfully eclectic range of written forms, illustratedby a fantastic mix of drawings and photography, and backed by historicaland contemporary examples from the worlds ofarchitecture, branding, fashion, music, art, sport and business, it introducesthe maker of experiences as part ethnographer, storyteller, master planner andperformance artist. Challenging theorthodoxy of function, reasserting process over monument and product, delighting in the unexpected, and championing the spectator over the spectacle, this is a book for anyone interested in the power of design,be they creator, communicator or consumer.

Product Experience

Product Experience PDF Author: Hendrik N. J. Schifferstein
Publisher: Elsevier
ISBN: 0080556787
Category : Psychology
Languages : en
Pages : 687

Book Description
Product Experience brings together research that investigates how people experience products: durable, non-durable, or virtual. In contrast to other books, the present book takes a very broad, possibly all-inclusive perspective, on how people experience products. It thereby bridges gaps between several areas within psychology (e.g. perception, cognition, emotion) and links these areas to more applied areas of science, such as product design, human-computer interaction and marketing. The field of product experience research will include some of the research from four areas: Arts, Ergonomics, Technology, and Marketing. Traditionally, each of these four fields seems to have a natural emphasis on the human (ergonomics and marketing), the product (technology) or the experience (arts). However, to fully understand human product experience, we need to use different approaches and we need to build bridges between these various fields of expertise. - Most comprehensive collection of psychological research behind product design and usability - Consistenly addresses the 3 components of human-product experience: the human, the product, and the experience - International contributions from experts in the field

The Effortless Experience

The Effortless Experience PDF Author: Matthew Dixon
Publisher: Penguin
ISBN: 0698137582
Category : Business & Economics
Languages : en
Pages : 258

Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Experience

Experience PDF Author: Caroline A. Jones
Publisher: National Geographic Books
ISBN: 0262035146
Category : Art
Languages : en
Pages : 0

Book Description
A book that produces sensory experiences while bringing the concept of experience itself into relief as a subject of criticism and an object of contemplation. Experience offers a reading experience like no other. A heat-sensitive cover by Olafur Eliasson reveals words, colors, and a drawing when touched by human hands. Endpapers designed by Carsten Höller are printed in ink containing carefully calibrated quantities of the synthesized human pheromones estratetraenol and androstadienone, evoking the suggestibility of human desire. The margins and edges of the book are designed by Tauba Auerbach in complementary colors that create a dynamically shifting effect when the book is shifted or closed. When the book is opened, bookmarks cascade from the center, emerging from spider web prints by Tomás Saraceno. Experience produces experience while bringing the concept itself into relief as an object of contemplation. The sensory experience of the book as a physical object resonates with the intellectual experience of the book as a container of ideas. Experience convenes a conversation with artists, musicians, philosophers, anthropologists, historians, and neuroscientists, each of whom explores aspects of sensorial and cultural realms of experience. The texts include new essays written for this volume and classic texts by such figures as William James and Michel Foucault. The first publication from MIT's Center for Art, Science, & Technology, Experience approaches its subject through multiple modes. Publication design by Kimberly Varella with Becca Lofchie, Content Object Design Studio. Cover concept by Olafur Eliasson in collaboration with Kimberly Varella (Content Object). Contributors Tauba Auerbach, Bevil Conway, John Dewey, Olafur Eliasson, Michel Foucault, Adam Frank, Vittorio Gallese, Renée Green, Stefan Helmreich, Carsten Höller, Edmund Husserl, William James, Caroline A. Jones, Douglas Kahn, Brian Kane, Leah Kelly, Bruno Latour, Alvin Lucier, David Mather, Mara Mills, Alva Noë, Jacques Rancière, Michael Rossi, Tomás Saraceno, Natasha Schüll, Joan W.Scott, Tino Sehgal, Alma Steingart, Josh Tenenbaum, Rebecca Uchill

Foucault and Fiction

Foucault and Fiction PDF Author: Timothy O'Leary
Publisher: Bloomsbury Publishing
ISBN: 1441156941
Category : Philosophy
Languages : en
Pages : 300

Book Description
Foucault and Fiction develops a unique approach to thinking about the power of literature by drawing upon the often neglected concept of experience in Foucault's work. For Foucault, an 'experience book' is a book which transforms our experience by acting on us in a direct and unsettling way. Timothy O'Leary develops and applies this concept to literary texts. Starting from the premise that works of literature are capable of having a profound effect on their audiences, he suggests a way of understanding how these effects are produced. Offering extended analyses of Irish writers such as Swift, Joyce, Beckett, Friel and Heaney, O'Leary draws on Foucault's concept of experience as well as the work of Dewey, Gadamer, and Deleuze and Guattari. Combining these resources, he proposes a new approach to the ethics of literature. Of interest to readers in both philosophy and literary studies, this book offers new insights into Foucault's mature philosophy and an improved understanding of what it is to read and be affected by a work of fiction.

Experience on Demand: What Virtual Reality Is, How It Works, and What It Can Do

Experience on Demand: What Virtual Reality Is, How It Works, and What It Can Do PDF Author: Jeremy Bailenson
Publisher: W. W. Norton & Company
ISBN: 0393253708
Category : Computers
Languages : en
Pages : 217

Book Description
“If you want to understand the most immersive new communications medium to come along since cinema… I’d suggest starting with Mr. Bailenson’s [book].” —Wall Street Journal Virtual reality is able to effectively blur the line between reality and illusion, granting us access to any experience imaginable. These experiences, ones that the brain is convinced are real, will soon be available everywhere. In Experience on Demand, Jeremy Bailenson draws upon two decades spent researching the psychological effects of VR to help readers understand its upsides and possible downsides. He offers expert guidelines for interacting with VR, and describes the profound ways this technology can be put to use to hone our performance, help us recover from trauma, improve our learning, and even enhance our empathic and imaginative capacities so that we treat others and ourselves better.

Learning Online

Learning Online PDF Author: George Veletsianos
Publisher: JHU Press
ISBN: 1421438100
Category : Education
Languages : en
Pages : 185

Book Description
What's it really like to learn online?Learning Online: The Student Experience Online learning is ubiquitous for millions of students worldwide, yet our understanding of student experiences in online learning settings is limited. The geographic distance that separates faculty from students in an online environment is its signature feature, but it is also one that risks widening the gulf between teachers and learners. In Learning Online, George Veletsianos argues that in order to critique, understand, and improve online learning, we must examine it through the lens of student experience. Approaching the topic with stories that elicit empathy, compassion, and care, Veletsianos relays the diverse day-to-day experiences of online learners. Each in-depth chapter follows a single learner's experience while focusing on an important or noteworthy aspect of online learning, tackling everything from demographics, attrition, motivation, and loneliness to cheating, openness, flexibility, social media, and digital divides. Veletsianos also draws on these case studies to offer recommendations for the future and lessons learned. The elusive nature of online learners' experiences, the book reveals, is a problem because it prevents us from doing better: from designing more effective online courses, from making evidence-informed decisions about online education, and from coming to our work with the full sense of empathy that our students deserve. Writing in an evocative, accessible, and concise manner, Veletsianos concretely demonstrates why it is so important to pay closer attention to the stories of students—who may have instructive and insightful ideas about the future of education.

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK)

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty (ENHANCED EBOOK) PDF Author: Carmine Gallo
Publisher: McGraw Hill Professional
ISBN: 0071813284
Category : Business & Economics
Languages : en
Pages : 298

Book Description
Praise for THE APPLE EXPERIENCE "There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience." --Guy Kawasaki, author of Enchantment and former chief evangelist of Apple "Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!" --Garr Reynolds, author of Presentation Zen and The Naked Presenter "At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. "An exciting resource for any business owner in any country who wants to reimagine the customer experience." --Loic Le Meur, CEO, LeWeb "Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business." --Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction "Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today." --Peter Steinlauf, Chairman, Edmunds.com "This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. " --Dan Roam, author of The Back of the Napkin and Blah Blah Blah Reinvent your business to deliver Apple-like customer satisfaction and profits In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind the company's total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service. Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus: Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience. This enhanced eBook includes seven bonus videos! Each one focuses on a different lesson for Apple-style success and provides great visuals of different Apple stores throughout the country.
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