MUSINGS ON EXPERIENCE, TRANSFORMATION, STRATEGY AND MORE
 Almost every company wants to make life easier for its customers. Reduce that Customer Effort Score.
But when trying to easy-fy a customer experience, we often work on the wrong problem.  I have the privilege of regularly hanging out with theme park creators, immersive theatre producers, metaverse-builders, ritual designers and more.
Our conversations invariably turn to the stories they tell. These can be real or virtual world extensions of stories we know. Think Star Wars at Disney or a live theatre meets VR version of The Tempest I recently experienced. Stories of transformation from Meow Wolf or my friends at Punchdrunk Enrichment. Or stories that are simply fun, like The Girl on the Phone, which make you the protagonist in a journey to save a kidnapped woman from her captors in Caracas.  During the lockdowns, we learned that we can get a lot of work done without ever leaving the house. To the point that as restrictions lift, we're not that keen to return.
But where does this leave our offices? Will we still need them tomorrow? If we do, what will they look like? And more important, will we still want to endure traffic jams to be greeted by uninspired desks, stressed-out colleagues and mediocre coffee? A lot has been written about this topic in the past 18 months. But I wanted to do a little more than be philosophical. I wanted to look at a real office space, with real people and real business challenges. So, I hooked up with some friends to actually design an 2023 office concept experience. 10/22/2021 The 10 laws of experience design During the lockdowns, I finally got round to properly outlining my Laws of Experience Design. It’s a set of principles I use whenever working on customer, employee or other experiences.
 The entrance to Punchdrunk’s secret village Earlier this year, I had a unique experience. Following a chance encounter with immersive theatre superstar Felix Barrett, I was able to take a group of friends through a one-day, bespoke masterclass on the Punchdrunk immersive experience design methods.
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AuthorAlain Thys is an experience architect who helps organisations drive profit and transformation through experience. Archives
April 2022
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4/9/2022
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