Innovation – The New Experience

1 2 3 Propose Experience Concept – The Story Line Identify Experience Providers Deliver Desired Experience

@2007 IDEA 2.0/The New Experience

1

Propose Experience Concept –
The Story Line
Example: Fairy Tale – Restaurant Barbie doll – Dressing up

@2007 IDEA 2.0/The New Experience

2

©2006 Experience Design Centre (XDC), Singapore Polytechnic. All rights reserved.

@2007 IDEA 2.0/The New Experience

3

©2007 Centre for Experience Design (CXD), Singapore Polytechnic. All rights reserved.

@2007 IDEA 2.0/The New Experience

4

Identify Experience Providers
(Touch points)

@2007 IDEA 2.0/The New Experience

5

4 Possible Experience Providers
• • • • Space Objects People Media
@2007 IDEA 2.0/The New Experience 6

Space
The environmental conditions such as: • Layout • Ambience • Open/Close concept
@2007 IDEA 2.0/The New Experience 7

Objects
Features of the product such as: • Colour • Shape • Texture • Packaging
@2007 IDEA 2.0/The New Experience 8

People
Service quality of employees such as: • Attitude • Gesture • Service/Product knowledge
@2007 IDEA 2.0/The New Experience 9

Media
Advertising Strategies such as: • Magazine • Website • Product poster and brochure • Advertisement
@2007 IDEA 2.0/The New Experience 10

5 SENSES
@2007 IDEA 2.0/The New Experience 11

SIGHT
@2007 IDEA 2.0/The New Experience 12

@2007 IDEA 2.0/The New Experience

13

SMELL
@2007 IDEA 2.0/The New Experience 14

@2007 IDEA 2.0/The New Experience

15

@2007 IDEA 2.0/The New Experience

16

SOUND
@2007 IDEA 2.0/The New Experience 17

@2007 IDEA 2.0/The New Experience

18

TOUCH
@2007 IDEA 2.0/The New Experience 19

@2007 IDEA 2.0/The New Experience

20

TASTE
@2007 IDEA 2.0/The New Experience 21

@2007 IDEA 2.0/The New Experience

22

©2006 Experience Design Centre (XDC), Singapore Polytechnic. All rights reserved.

Identify the desired experience when you shop in

IKEA

@2007 IDEA 2.0/The New Experience

23

The desired experience when you shop in

IKEA

• Beauty – pIeasure to eyes &/or senses Creation – something new & original Harmony – visual experience of harmony Security – freedom from worries Wonder – Wow! factor
@2007 IDEA 2.0/The New Experience 24

©2006 Experience Design Centre (XDC), Singapore Polytechnic. All rights reserved.


ethnography


map touchpoints

identify desired experiences


propose experience concept

  


identify experience providers


deliver desired experiences

 + + + =
25

@2007 IDEA 2.0/The New Experience

 



 

 

Deliver Desired Experience
Example: Shanghai Tang

@2007 IDEA 2.0/The New Experience

26

Example
Shanghai Tang

@2007 IDEA 2.0/The New Experience

27

@2007 IDEA 2.0/The New Experience

28

Desired Experience
• Old Shanghai Experience of 1930’ • Integrated Shopping & Dining

• Revival of “Integrated Resort” Environment • Fortune Telling Services • Retro & Nostalgic

@2007 IDEA 2.0/The New Experience

29

Touch Points
• Smell
– Mysterious – Enchanting

• Sound
– Retro “Shanghai Beach”

• Colours
– Vibrant and Eastern

• Customer Services
– Style of retro Shanghai
@2007 IDEA 2.0/The New Experience 30

Personalised Shopper
• • • • RFID WIFI Personal Identifications Personal mode identification • “Personalised” Customer Relation Management • Product Information Streaming
Your isometric sketch
@2007 IDEA 2.0/The New Experience 31

Sign up to vote on this title
UsefulNot useful