| Description |
xvi, 205 pages : illustrations ; 24 cm |
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Gender group: gdr Men |
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Nationality/regional group: nat Americans |
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Occupational/field of activity group: occ University and college faculty members |
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B. Joseph Pine II: Occupational/field of activity group: occ Business consultants |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Foreword / B. Joseph Pine -- Preface: Thanks for joining us! -- Part 1. Understanding Experience. Exploring experiences and experience design -- What makes a great experience? -- A framework of experience types -- Part 2. Experience Designer's Toolkit. Experiencescape -- Experience design thinking -- Designing the experience journey -- Touchpoints and transitions -- Part 3. Creating Great Experiences : Enhancements and Examples. Stories we tell : building drama in your experiences -- Techniques for enhancing experiences -- Using experience design in product development and corporate strategy -- Conclusion : Closing thoughts. |
| Summary |
"In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services. Because experience design concepts and approaches are spread across multiple, often disconnected disciplines, there is no book that succinctly explains to students and aspiring professionals how to design them. J. Robert Rossman and Mathew D. Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish. Rossman and Duerden challenge us to reflect on what makes a great experience from the user's perspective. They provide a framework of experience types, explaining people's engagement with products and services and what makes experiences personal and fulfilling. The book presents interdisciplinary research underlying key concepts such as memory, intentionality, and dramatic structure in a down-to-earth style, drawing attention to both the macro and micro levels. Designing Experiences features detailed instructions and numerous real-world examples that clarify theoretical principles, making it useful for students and professionals. An invaluable overview of a growing field, the book provides readers with the tools they need to design innovative and indelible experiences and to move their organizations into the experience economy"--Publisher's description. |
| Subject |
Customer relations.
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Customer relations. |
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Customer services.
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Customer services. |
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Experience.
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Target marketing.
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Experience. |
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Target marketing. |
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BUSINESS & ECONOMICS -- Customer Service. |
| Added Author |
Duerden, Mathew D., author.
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Pine, B. Joseph, writer of foreword.
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| Other Form: |
Online version: Rossman, J. Robert (James Robert), 1946- Designing experiences. New York : Columbia University Press, [2019] 9780231549516 (DLC) 2019004424 |
| ISBN |
9780231191685 (hardcover alkaline paper) |
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0231191685 (hardcover alkaline paper) |
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9780231549516 (ebook) |
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