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We continue the sometimes joyful and sometimes painful path to try to be better human beings - this is only possible because we can rise above logic, that we find the wonder and hope, the language and words to inspire us and keep us going. Thanks for visiting.

Wednesday, July 28, 2010

Design for Experience: Spaces for Health and Healing - Part 1

Last month I participated in the Institute for the Future's Health Horizon's conference at the foot of the Golden Gate Bridge. Now you're talking about an amazing space to talk about health and healing.

While there, I had the pleasure of finding out about Quarantine Landscapes.

There is a lot we can learn about in designing Customer Experience from the approach being pioneered by Nicola Twilley, of Edible Geography and Geoff Manaugh of BLDGBLOG

They brought together an eclectic group of 18 architects, designers, artists and more...showing how you can set up a

"design studio without any official institutional affiliation can manage to set itself up, using equipment as simple as cheap wine, PDFs, and Post-It notes, inside already existing spaces around the city"

Of course the city is NYC, but, for those of us who do not have the privilege of living there, we know that good things can happen outside Manhattan.

We have seen the detailed, more mechanistic approach to Customer Experience Management - mapping the moment by moment events, activities that constitute customer touchpoints - These can bring to our attention critical interactions that matter to the customer but may not be paid adequate attention by the business which the customer is patronizing.

Space design offers another approach, whose value has been shown by Apple, in the design of the successful Apple retail stores - now being copied by others. Click on the link to see the Luxotica Eyewear store - described by the NY Times as "a touch of Disney a touch of Apple"

Nicola and Greg point the way to new approaches for involving customers in designing their experience in ways that pay attention to what matters most, not to the business, but to the customer.

MIT OpenCourseWare: I'm invested

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