Experience by Design

One of the ways that I describe experience design, and more specifically for the purposes of this episode customer experience, is by asking people to imagine the worst customer experience that they have had. And unfortunately for all of us, there are a lot of them.It is probably easy to remember the bad experiences. But what about our best experiences. The times that we felt cared for, appreciated, thought of, where someone did something that made us feel valued.The job of the experience design and CX profession is, in part, to make the positive experiences common and make the negative experiences exceedingly rare. There is a lesson in Buddhism "that life is inherently full of suffering and that it's impossible to live without it.” But even though life is full of suffering, that doesn’t mean that our customer experiences have to be. To talk us through these points, we welcome Valerie Peck to the Experience by Design studios. For those in customer experience, Valerie Peck is a well known thought leader. And for sure Valerie has some thoughts about the state of CX and whether companies really care about customers despite their vocal assurances. We talk about creating experiences versus pushing products, and how being solely about profit can lead to cutting experiential corners. We discuss whether companies really want to have a relationship with their customers, or just perhaps a passing acquaintance. When companies give customers surveys, do they really want to know what customers think? Or is a survey the best way of doing nothing? Valerie has thoughts on CX consulting and the challenge of working with clients that don’t get it, and frankly don’t want to. We explore companies like Southwest and Boeing who “got it”, only to lose it in the pursuit of profit at the expense of experience rather than because of it. Finally, Valerie describes applied customer intelligence, the upcoming CX reckoning, why companies should be more like minor league baseball, and how she helps companies stop abusing their customers so that they come back Valerie Peck LinkedIn - https://www.linkedin.com/in/valerie-peck-4b143/

Many months ago now, I had the chance to go to the WNDR Museum in Boston. If you google that, it will come categorized as a “tourist attraction.” but it is a lot more than that, especially considering that I wouldn’t classify myself as a “tourist” since I live outside of Boston. More specifically, and even importantly, WNDR is an interactive art museum with immersive art installations. And it was very interactive and immersive. There were a lot of great exhibits that invited you to engage and become surrounded by the creations that were provided there. Whether you are a tourist or not, it is definitely worth a visit.So it was a very pleasant surprise to find that my guest today actually had an installation at the WNDR Museum. It was this very cool outdoor-type of building where you could be with others and experience an audio and visual immersion of rain and lightning. One of the fun things about it was that you were there with strangers, basically arranged in a way that you were experiencing it together. I didn’t know that when I first met Leigh Sachwitz to discuss being on the show. But it was one of the, dare I say, “wonderful” things I found out about Leigh and her work with her Berlin-based company flora&faunavisions (FFV). I got to learn about their award-winning work on projects like the Ring Cycle, a digital opera that creates an immersive experience of the work by Richard Wagner. I also learned about her work on the Utopian Garden, described as a story-based immersive, interactive show where participants can tour the world. She described their Flying Up Sparrows event in China, where Buddhist paintings were brought to life.Finally, she explains their work behind the Genius DaVinci Show that just opened up in Florida this past November. “This exhibition invites you to step into Renaissance Italy to explore Leonardo da Vinci’s masterpieces and inventions up close.” And the great thing about this is the way that educational and entertainment come together to form what Hip Hop artist KRS-One described as “Educatinment.” Or, in Leigh’s words, how do you create experiences that draw people into the moment and produce, empathy, emotional connection, and curiosity. We covered a lot of other ground, including the science of immersive experiences, how we can co-create our futures together using these kinds of experiences as a prompt, how we can inspire our imaginations to unlock the possibilities of ourselves, and the intersection of Detroit and Berlin as hubs of techno music.  Leigh Sachwitz - http://leighsachwitz.com/flora&faunavisions - https://www.florafaunavisions.de/

The original goal of those in the field of usability was pretty simple: to make products and environments that were more usable for those who were interacting with them. By looking at how to make better products, there was the potential to make life better as well. If greater profitability could be gained through these efforts, then great. At the same time, this was not necessarily the primary goal. Profit was not to be done over people. Rather, profit would happen when people were happier with their products. There has been a shift in usability, however. Part of that shift lies in the name itself, which is now known as user experience (or UX). Coined by Don Norman during his time at Apple, UX went beyond just how ‘usable’ a product was. Rather, it referred to the totality of the experience that a user had with the product (which could include usability but was not limited to it). Still, though, the goal was to make things better, if just in a larger scope. Some things have changed when it comes to UX. Don Norman has criticized contemporary UX as not being ‘real’ ux in the traditional sense. There have been other critiques as well, especially around what is known as ‘dark patterns.’ This kind of UX work uses social science and design to create environments that are manipulative and aimed primarily (or solely) on profit. Or, what might be considered to be the antithesis of UX. Karen T. Lin also has some thoughts on the direction of UX today, and what might need to be done to fix it. Karen has worked as a Chief Experience Officer and Head of UX for startups and financial institutions. More importantly, in my opinion,  she initiated the #StopUXErasure effort which is aimed at restoring UX, as well as reducing the tech supremacy which impacts our lives in negative ways. We talk about a range of issues related to experience design and user experience, including:Product dictatorships – uphill battle in UX in terms of advocating for human-centered design in a company. A lot of the battle is with the power in the company (IT or development). Trying to convince them, if you give up some of your control or power, does that allow us to find out what people actually want Profiting because of positive experience rather than at the expense of experienceWhat does it mean to have a human and user centered ethosThe power and politics inherent in design processes, and why it is important to act on behalf of those who are at risk from negative intent

As American troubadour Bob Dylan said, “The times they are a changin’.” I’m recording this one week after the 2024 presidential election. Without delving into the specifics of any particular outcome, one thing that is clear is there are going to be some major changes. Change can produce a lot of anxiety and uncertainty, even when there are positive changes taking place. It can feel overwhelming, especially when we lose a sense of control over the future.In reality, there is very little that is in our control. There is a saying that we can’t control people, places, and things. I can only control my reaction to these things, and take the action that I can. But what action to take? What can and should a person do when the options of action feel limited? To discuss these topics, we have Donna Dupont. Donna is the Founder and Chief Strategist in Foresight & Design for Purple Compass. Donna has a Master of Design in Strategic Foresight and Innovation, which she has applied in healthcare, environment and sustainability, and generally helping organizations think about and plan for the future. Donna and I talk about:the process of future and foresight planning,why it is important to maintain a sense of agency during times of massive changethe place and importance of emotion as part of our planning,why doing future planning can sometimes feel like therapy, andwe talk about how the foresight planning process is a vital part of designing positive futures.Purple Compass https://www.purplecompass.ca/Donna Dupont https://www.linkedin.com/in/donna-dupont/

Today we have a fascinating discussion lined up with Alex Nathanson, a technologist, artist, and founder of Energy Transition Design LLC.In this episode, we'll explore the intricate challenges and opportunities that come with solar-powered technology, particularly solar roof tiles and the broader adoption of renewable energy solutions. Alex will shed light on the high costs and extended installation times that make solar roof tiles less competitive compared to traditional solar panels. We'll also delve into the socio-political dynamics that shape renewable energy adoption and the importance of visibility and awareness in promoting solar technology.Alex emphasizes the neutrality of solar power, advocating for an unbiased approach to its adoption and the crucial role of actively designing equitable, renewable energy infrastructures. His work, which blends art with themes of energy and sustainability, offers unique insights into how solar-powered art can engage communities and inspire collective action.Additionally, Alex will share details about his new book project aimed at providing practical design methods for creating solar-powered art. We'll also discuss the significance of interdisciplinary teamwork and the idea of integrating technology within cultural contexts to ensure sustainability.Stay tuned as we journey into the intersection of art, technology, and climate action, and learn how intentional design can drive meaningful changes in our approach to renewable energy.LinkedIn - https://www.linkedin.com/in/alex-nathanson-2a1727160/Website - https://alexnathanson.com/index.htmlSolar Power for Artists - https://www.solarpowerforartists.com/

When you work in academia, you come across some very smart people. This should be surprising given that academics spend an enormous amount of time exploring whatever topic they study. And people become academic experts by digging into the particulars of areas that can be pretty narrow and focused. This is the nature of academia: develop niche knowledge in a certain area where you develop that insight throughout a career. And if you ever tried listening to some of those people talk about their work, or read their work in academic publications, you’ll know that it can be very difficult to decipher precisely what they are talking about. Given the amount of time and dedication it takes to achieve academic brilliance, this shouldn’t be surprising. Speaking as an academic (and not a brilliant person), this is how we are trained to communicate, and primarily to each other.One of the great things about the Ted Talk and TedX movement is that it has created a format through which people who have something to say can find the means to say it. This also has created a platform through which public scholarship can take place, and insights can be translated to a wider audience. In this era of wicked problems, disinformation, and social media, it is vital that we translate as much knowledge as possible. Nick Kindler’s business is about how to help smart people improve their ability to communicate. Using an approach they call Communication Canvas, Nick with Kindler and Company give speakers the signposts they need to know the route they have to go in order to avoid verbal cul de sacs and and deliver a performance that audiences can remember. Nick draws on his experience in improv and acting, Nick talks about how it is vital that speakers bring themselves into their presentation. He discusses the importance of taking personal stories that they haven't shared, tell the story in a way that is Ted worthy, and unpack the learnings and takeaways. When we tell our stories in the right environment, it is cathartic and helps someone else. Nick asks us to focus on three key questions: How can I simplify the messaging today How can I transform using story telling and language to deep the understanding How can I deliver it and perform it in a way that engages and connects Nick Kindler LinkedIn - https://www.linkedin.com/in/nickkindlerNick Kindler Instagram - https://www.instagram.com/nick_kindler/Kindler and Company - https://www.kindlerandcompany.com/

Maybe it just is the way that I am viewing the world, but it seems like everyday reveals another fresh disaster. It could be that disasters have always been with us, and now we are just more aware of them. Global news at our fingertips doesn’t necessarily help as we can tap into events that occur anywhere at any time. Even with this, it seems like disasters are moving closer and closer to home. It is a privilege to live in a society where emergency management is a thing that can be relied upon. When disaster does strike, we may have some confidence that there will be professionals that help deal with the situation in a timely manner. But that will only get you so far. Just watch any zombie movie. It is scary how quickly civil society can break down when the dead rise and start to consume the living. Then what? Are you ready for the zombie apocalypse? Or even a more ‘routine’ disaster? While we all might roll our eyes at fire drills, do they help us prepare for a fire? Or is it just preparedness theater? Rick Rescorla didn’t believe in preparedness theater. He believed in actually being prepared. After the WTC attacks in 1993, he was worried about another attack taking place. In his role of VP for corporate security at Dean Witter Morgan Stanley, he had a disaster contingency plan that was rehearsed over and over with staff. When 9/11 happened, he was able to save thousands of lives by going forward with his evacuation plan. Unfortunately, he died as he went back to make a final sweep for employees. But because of his preparedness and taking it seriously, many people were able to survive that day.To help us think about the zombie apocalypse and other types of disasters, we welcome Patrick Hardy, also known as Disaster Patrick.  Patrick has spent a career in disaster management, even though originally he wanted to be a cultural anthropologist. He was there in the aftermath of Hurricane Katrina, as well as other events where people were in their greatest need due to circumstances beyond their control. Now he works with organizations to help ensure that they are in position to deal with disasters, whether natural or manmade. We talk about how he tries to create training experiences so that people can be prepared. We explore the difference between being the person who cried wolf, and actually taking preparation seriously. In fact, we discuss the prepper movement and what we can learn from their perspectives regarding self-sufficiency and resilience. Finally, we talk about how disaster preparation is an important part of employee and community experience so that your workers feel safe and cared for in the workplace. Patrick Hardy Website - https://disasterpatrick.com/Patrick Hardy LinkedIn - https://www.linkedin.com/in/disasterpatrick/Patrick Hardy YouTube - https://www.youtube.com/@DisasterPatrick

There is something about building something with one’s hands that seems to resonate. There is a resilience in being able to bring forth out of different parts and ingredients a thing that is whole and new. Of course, in American culture there is a deep notion of creation and springing forth from hard work, and with experience and knowledge that can make someone a craftsperson. Maybe this urge has increased the more that we are surrounded by convenience and things that are ready made. To still be able to pull something together and build it might remind us that we still have it in us.Despite this, we see a decrease in people entering the skill trades. Looking at the total composition of those working in the trades, the population continues to age. Young people are not seeking these opportunities, even though there appears to be an uptick among Gen Z. No doubt there is a need for such workers. A recent survey found that 91% of those who are in the skilled trades tend to be very satisfied with their careers. Additionally, at a time when so many jobs are being threatened by AI and even off-shoring. It is hard to send plumbing or electrical to someplace else to get one. And while technological advances can improve the productivity of construction and other work, it is not likely to replace people any time soon. Our guest today, Jesse Hernandez, knows something about skills trades and the workplace culture that surrounds it. He grew up in this world, with a father who was a plumber. He got his own journeyman’s license. Through his professional journey he noticed that he had a love for teaching which grew into a professional speaking for the skilled trades industry. A big emphasis of his speaking is to create building sites and an environment that is personally growthful and emotionally supportive. We cover a lot of different areas in our conversation. We explore how some poor decisions led him to 12 Step recovery. Topics like experience, strength, and hope all resonated with the changes he thought needed to be made on the worksite. The foundation of service to others informed the messages that he spreads to others. We discuss how there is a shift in the construction industry toward a people-centered culture. We also discuss his accidental discovery of being a content creator, and finding new avenues to share his message. Ultimately, we end with the importance of knowing how to say you need help, and that you don’t have to suffer alone.Jesse Hernandez  LinkedInDepth Builder websiteNo BS with Jen and Jess YouTube

I never expected the word “algorithm” to play such a significant role in life and society. Growing up, I thought an algorithm was something that we would leave to math classes. The last time I took a math class to complete my undergraduate degree requirements. After that, I figured I was done with algorithms. But nope. Algorithms have been thrust back into our lives. We live in an age where not only are we trying to learn the algorithms, but we are trying to beat the algorithms. There are forces largely unknown that are not just determining what we see, but the extent to which others can see us. For those who are trying to make content, post content, and be seen, it can be a major uphill battle. As more and more material gets tossed out into the online world, it is harder and harder to be noticed. There is this pull to become brands, to become products, to be commodities that are recognizable to customers. We gear materials to accomplishing those ends, with hopes that we can become definable in a particular kind of way. But like the tree that falls in the forest, if content is posted online but no one is there to see it, does it make any noise?To help us with the question of what makes content that connects and beating the algorithm, we welcome Tyler Schmoker to the podcast. Tyler has an interesting history in the area of military intelligence through his time in the US Army. From that, he started his own company called Winsly that works with a range of businesses to help them with security, innovation, risk assessment, and business strategy, amongst other things. We talk with Tyler what makes for information that resonates with your audience. We explore how he has used lessons from real tradecraft to crafting social media content. While the term ‘propaganda’ now has a negative connotation, at its root it means creating messages that are meant to prompt and elicit certain behaviors. But we can only do that if our message is built to connect to our audience, and they can see it. To do so, we have to apply a programmatic approach, documenting what works and what doesn’t, learning lessons, and building a base. We discuss how to use the lessons he learned from his  intelligence work and how he applies that to business clients. We talk about whether “military intelligence” is in fact a contradiction in terms. We look at the ethics of technology and AI, especially when it comes to social media. Specifically, we look at how to leverage these insights to platforms like LinkedIn, and create content and communication that connects. Tyler Schmoker - https://www.linkedin.com/in/tyler-schmoker-76997756/Winsly - https://www.winslyllc.com/Social Media for Security Professionals - https://securityjournalamericas.com/a-social-media-for-security-part-1/

When I was growing up, it was not uncommon to hear someone being told “Don’t be so sensitive.” Typically this was said when a person was being accused of reacting too strongly to some minor action. Another similar statement could be “why are you so sensitive?” Sensitive skin is referred to as being problematic and requiring special care. A sensitive stomach is something that can easily cause us problems. Eyes that are sensitive to the light can make it hard to see.It seems that being sensitive, or too sensitive, is something to be avoided.The problem gets exacerbated when we put other variables into the mix. Men are not supposed to be sensitive. Women are allowed to be sensitive, but not too sensitive. Or maybe they are expected to be too sensitive because that’s just how they are.But what about leaders? How sensitive are leaders supposed to be? Is sensitivity a virtue in leadership, or something that is supposed to be avoided? Does sensitivity cloud our judgment, or give us insights that allow us to make better decisions?Heather Dominick talks about how she was a victim of her own sensitivity. She experienced how being highly sensitive could negatively impact her mindset and her life. Despite all of this, she never realized that she was highly sensitive, and rather than being a flaw it was a character trait that she could use to help herself and others. Starting as a drama teacher, she decided to start her own business during the height of a recession. It was during this time that she started to understand what it meant to be a highly sensitive person.As a result, she began to think about her entrepreneurial journey differently. She describes it as a lightbulb moment, where she changed what she thought was necessary to create success.From this she created her Highly Sensitive Leadership Training Program for Entrepreneurs. It is a different approach from what has been traditionally thought necessary for business success. Rather than seeing sensitivity as a liability, she now views it as an asset and feature. Rather than trying to change who she is, she sees her sensitivity as part of her journey. And as we discuss, how this applies to designing experiences with sensitivity and awareness.

There is a saying that nothing is certain in life but death and taxes. Clearly, there is a lot more certain in life, with perhaps the most important one being healthcare. Healthcare is something that we all encounter throughout our lives. Health is something that many of us may take for granted, but is always something that is in flux. We might ponder that our bodies are in a process of continuously breaking down, with a long spiral toward entropy, or a gradual decline toward disorder. Healthcare helps to delay that process to whatever extent we can, trying to stave off the inevitable and provide a footing upon which we can exist with some amount of comfort, stability, and security. A pandemic of course can bring this into stark focus. There is a certain vulnerability to having mass illness with unknown origins, unfamiliar symptoms and contagiousness, and potential fatal consequences. A lack of healthcare, a feeling of illness, not having knowledge about how to fend off disease all can make us feel exceptionally vulnerable. And scared. Some will say that our belief in superstition, magical thinking, and even religious belief all are our way of dealing with this uncertainty around our physical wellbeing and impending doom. Likewise science is another tool with which we can stave off our decline and try to have some control through making choices to improve our health and extend our lives. But how do we translate scientific knowledge and advances so that people can follow them? And how might we use innovative design to improve healthcare outcomes?Dr. Jessica Mudry is focused on these questions through the work she does at Toronto Metropolitan University. There she is a Professor and Chair of the School of Professional Communication. She also is the Director of the Creative School’s Healthcare User Experience Lab. Here she uses her background in science and communication to generate ideas and create content to improve healthcare outcomes and improve health equity. In this episode, we talk about her path from chemistry to communication. We explore narrative theory, rhetoric, and language, and how we can apply them to scientific communication. She talks about how we have to learn to tell stories about science. We can’t just tell one story, but have to understand how different stories can resonate with different audiences. Her work in science television demonstrates how you tell stories well, and how the best stories will win attention. We have to take inspiration from how young people communicate, and rethink what it means to have create academic content. Finally we talk about how Canadians are nice, how to create better impact measurements in academia, and how we can find humanity in healthcare.Dr. Jessica Mudry - https://www.torontomu.ca/procom/people/jessica-mudry/Healthcare User Experience Lab - https://www.torontomu.ca/healthcare-user-experience-lab/

One of the central questions in experience design is how to not only engage the audience for whom we are designing, but also how do we best include them in the process of design. But such a statement can sound more like a platitude than an actual instruction. It is one thing to say “be inclusive”, but another to be truly inclusive. This can seem challenging when a designer’s remit can be to design something that is attractive to a broad audience. If we are trying to attract a broad audience, then how do we consider the needs of those who may exist outside of that. Diversity, equity, and inclusion is not a catchphrase when it comes to design. It is something that designers should be considering when trying to do designs that are representative, inclusive, and just. Part of the work of being a good designer is not only to believe in this, but also to get clients and employers to believe in this as well.Any design process is political in that decisions have to be made that can affect stakeholders. How research questions are posed, data collected, results processes, and conclusions acted upon, can all be impacted by power. Those who are making decisions can do so in ways that further marginalization or increase inclusion. Which way things go depends on the conversations had and the decisions made. Veronica Shelton and Hannah Ryu started the UX/UI design company Oak Theory with this understanding, and a goal of making inclusive design a core part of the design process. They are “on a mission to enhance digital design by championing authenticity and inclusivity.” But to do so without creativity and strategy is not going to result in outcomes that best serve clients and impactful designs. So Oak Theory bridges all these elements, working with some of the biggest clients like IBM, Google, Figma, Adobe, Salesforce, Sephora, Amazon Web Services, and many others.We talk with Veronica and Hannah about their journey to founding Oak Theory. We discuss the importance of including diverse perspectives, the role that female leadership plays in their organization, and how to be representative of voices in their research. Ultimately they stress the importance of inviting, talking, learning, and caring, because without doing so we cannot create design that matters.Oak Theory - https://oaktheory.coVeronica Shelton - https://www.linkedin.com/in/veronicashelton/Hannah Ryu - https://www.linkedin.com/in/hannahryu/

In today’s episode of Experience by Design, we welcome Jon Cohen, an expert in transformative experience design from G&A, an experience design company. We do a deep dive into the potential risks and implications of emerging technologies, particularly the Apple Vision Pro, and its impact on distraction and deployment in various settings, including museums and public spaces.Jon shares his expertise on integrating augmented reality (AR) and virtual reality (VR) to create immersive and awe-inspiring experiences, enhancing both educational programs and collective memories. The discussion extends to the evolution of video quality, the role of fashion trends, and the intricate balance of using technology to enhance, rather than distract from, meaningful experiences.We’ll also hear poignant stories from Jon about gaming with his son and a transformative visit to Dachau, highlighting the power of immersive experiences in understanding cultural trauma. The conversation touches on significant historical events, such as Operation Overlord and the Vietnam War, and how reverence and reflection are incorporated into modern design.We talk about how to approach the making of reverent spaces that not only prompt introspection, but also connection. While tech might be great for immersion, it can also lead to distraction. So the goal is to balance those features and think about when to use technology and when you need to leave it out. To be reverent is to be in the moment. This means the designer of reverent spaces needs to amplify the moment, heighten the sense of reverence, and move the person into the space of remembering. Whether you’re interested in how today’s technology can preserve stories of the past or how it impacts our sense of identity and place, this episode promises a thoughtful exploration of the intersection between technology, design, and human experience.Designing Reverent Spaces in a Tech Driven Future linkG & A linkG & A LinkedInG & A InstagramJonathan Cohen LinkedIn

I’ve been involved in the creation and promotion of a number of athletic events, more specifically a cycling discipline called cyclocross. I’ve also participated in my fair share of events, from local road running races to Ironman and the Boston Marathon. I like to think that I have a decent understanding on the design of sporting events from the perspective of participants, promoter, and even spectator. When you are looking at these events from different perspectives, different elements become important. When designing them, it becomes important to take them all into account to create a successful experience. It can be a challenge to capture what these events are all about, especially to those who have no direct understanding of them. What is the allure? What draws people in? Why do people put themselves through it all? Portraying more obscure sporting events to a broader audience is a balancing act between over explaining what is going on and leaving spaces to draw people in. We can look at events like the Tour de France, professional hockey, Ironman, and other sports that don't have a broad audience, and as a result any coverage of it seems to try to overexplain itself.  One of the trends we see in sports media is the telling of stories of those who are competing. One of the things that draws us into sports is the struggle inherent in it. The struggle against ourselves, the struggle against others, the struggle against the elements. And it is not just about the struggle, but as ABC sports famously said “The thrill of victory and the agony of defeat.” We learn about these things through how they are portrayed in sports media.On this episode of Experience by Design, we welcome Matt B. Davis of Obstacle Racing Media to the studio. I first heard of Matt on Marc Maron’s WTF podcast where he was talking about his documentary World’s Toughest Mudder. You’ll hear references to his appearance on Marc’s podcast in our conversation. As an endurance athlete, I recognized the struggle of communicating what it is we do and why it is we do it. So, I thought it would be fun to have him on and talk about the documentary he created, the culture of obstacle racing, and sports media for more fringe sports. Matt’s desire for creative communication and entertainment led him to a variety of outlets. From comedy to blogging to podcasting and now videos, Matt talks about how he created a media presence for obstacle racing. For those who don’t know, which is probably most of you, obstacle racing are events like Tough Mudders or Spartan Race. What becomes really fascinating about these events is the strong sense of support and community that is created by all those involved. Competitors helping one another overcome literal obstacles because they are all in this together. We talk about his journey from New England to the world of comedy. We explore his decision to create a content creation company for the emerging world of obstacle racing. We dig into how to create authentic content that doesn’t pander to the world of clickbait. He emphasizes that it is not just about the money, but the challenges of being a content creator who does justice to the community that is being portrayed. Click here to see Experience by Design ranked as one of the top podcasts in Brand Design! https://blog.feedspot.com/brand_design_podcasts/ 

The field of education and learning is shifting in a lot of ways. Some of this is related to the new technologies, and the opportunities that are created through them. At the same time, we can see the duplication of traditional approaches through new technologies. Afterall, what does PowerPoint really accomplish if all we do is just put our lecture notes in it. It is still just a professor in front of the room delivering the content. And that used to be enough. Professors weren’t entertainers, but gatekeepers. We could be in front of the room, expecting students to pay attention, engaging in the content under duress, and providing output that fit our requirements. The game has changed in many ways. Now educators have to figure out ways of being engaging. We have to think not just in terms of class materials, but learning experiences. We can’t just think about course lectures, but content creation. We have to explore ways to get students curious, to bring material to them because we can’t just rely on them to come to the material. Part of this is probably related to the a la carte culture that we currently have. ‘Kids today’ are socialized in an environment where they can pick and choose what they want when they want it. They can listen to whatever music they want any time they want to. They can pick a show or movie and see it at any time. Even Door Dash and Grub Hub can deliver food that they want. To get students and learners engaged, we have to have them want to be engaged. Given that they have choice around so much of their lives, educators find themselves being in the situation of having to entertain students and learners. Of course, education doesn’t just happen in the classroom. Museums are another environment in which learning can take place. And museums also are a place where learning and entertainment are coming into close contact.On this episode of Experience by Design, we welcome Nathan Lachenmyer and Sadiya Akasha from Sitara Systems. Nathan and Sadiya think of themselves as ‘curiosity creators,’ creating museum experiences that draw people into exhibits so that they can become engaged in their content. A major part of their goal is to achieve education through entertainment. Additionally, they seek to establish education as a pathway to action. Rather than preaching, we can think of their work as reaching. There is a difference between being lectured at versus talked to, and their edutainment approach helps to reach those who are indifferent to topics like climate change and get them engaged. We had a lot of fun in this convo, especially considering they were talking on different lines but in the same room next to each other!

One of the things that we know as social scientists is that people need connection. It is not that we want connection, or would prefer connection, but that we need it to be part of our lives. Some of the foundational figures in sociology were all concerned with the onset of isolation and disconnection that came with industrial society. Durkheim looked at anomie. Marx looked at alienation. Even today we see works like Putnam’s Bowling Alone and many others who see the ways in which we are more and more disconnected even though technology can bring us closer and closer together.It leads one to wonder whether loneliness is not just a bug of modern society, but rather a feature of it. All of this was of course increased during the pandemic when people not only felt isolated, but were in fact isolated. Social distancing only reinforced the sense of distance people already felt prior to the pandemic. Even in Scandinavia, which is supposed to be the  happiest place on Earth, people are still unhappy. And this unhappiness and disconnection can put us in survival mode. In the end, if all we are doing is surviving, can we ever be living? We are excited to welcome Unni Turrenttini. Unni is a best-selling and award-winning author, international speaker, and loneliness and connection expert. Her work is about helping people find deeper connection and belonging, so that they can thrive in their personal and professional lives. What’s really powerful about our conversation is Unni takes us not only into the realms of how to talk about belonging and connection, but also how to articulate their importance in and for businesses (you know those places where adults spend most of their time) and what it means to create experiences around belonging such as optimizing the organization for the employee as a person. 

The home buying process is not great. And while it might not ever be great, it should be better than it is. While home may or may not be where the heart is, the home is definitely where the stress starts. The whole venture of buying a home is a pain from start to finish. Anyone who has been through this knows what I’m talking about. The financing, the searching, the bidding, the waiting, the closing, the moving, the unpacking, and maybe eventually the settling. Oh and of course the upkeep. So what should be something that creates excitement and joy can end up being full of anxiety and dread.Today’s guest is Liz Rossof, who has approached the home buying process from more of a punk rock perspective. Being an art student of the 1980s, she is not your typical real estate agent. Or maybe she is. All depends on what you think it means to be a real estate agent. And historically, it hasn’t necessarily meant great things.The real estate industry has been full of situations like red lining, block busting, segregating, swindling, and profiteering. There is a lot out there that tells these stories.But Liz is trying to approach it from a different perspective. Rather than helping people buy houses, she is trying to get people to find homes and communities. We talk about this approach with her website the Denver Nook. We explore what it means to humanize the realtor experience. We use a customer experience framework with a performance art aesthetic to come up with something that works for those who in many ways are at their most financially vulnerable.And we talk about how cheetah prints can be part of the realtor uniform, but you can still rock it in your 50s. Finally, we discuss how your house never looks as good as it does the week before it goes on the market! So folks, clean your house like you are going to sell it if for no one else but yourself. 

There is the old saying that ‘necessity is the mother of invention.’ This could be the slogan for education in the pandemic world. All educators were thrust into a situation that many vowed they would never do: teach online. But what could we do? It wasn’t like there were a lot of options. We had to make due with what we had, and hope that it worked better than we hoped. At the same time, it isn’t like learning online, or from videos, is new. We might even think that television shows that teach us how to make a recipe, build something, fix something, or do something new all are meant to bring learning to the masses. Today we can find the same kinds of content on YouTube, or TikTok, or a website. There is no shortage of online learning opportunities. The bigger challenge is how do educators create content that connects with changing audience preferences. What might work in a 80 minute class is not necessarily going to translate as an 80 minute video. Attention spans have shortened based on content that is consumed online, in 140 characters and 30 second increments. How do we then design educational materials that can maintain engagement and result in learning?To help us explore the creation of learning content in the age of distraction, we welcome Tim Slade. With a degree in criminal justice, Tim used to work catching shoplifters. Today, he works with educators and professional development leaders on how to create better learning experiences. We talk about the importance of microlearning, or chunking smaller bits of larger lessons. We also talk about how educators shouldn’t suffer from shiny key syndrome, meaning that we shouldn’t be taken in by new technologies just because they are new. We need to focus on what creates learning opportunities, while at the same time thinking about how to fit those opportunities into packaging that works. Finally, we talk about how we need friction in the learning process, and too much convenience and efficiency through technology can be bad for learning.

Here on Experience by Design, we like to think we are experts, or at least pretty knowledgeable, about the concept of culture. A couple of PhDs and training in ethnography will at least yield a working understanding of culture, as well as how it permeates all aspects of our lives. Regardless of how ubiquitous, it also is hard to nail down in terms of what it means. Just like a fish probably doesn’t notice the water until it is out of it, we don’t notice culture until we are in a different one, or it is really really bad. One way to think about culture, especially organizational culture, is chemistry. How do the elements mix together? What are the reactions? Are any of them adverse? Explosive? Caustic? Luckily to discuss all of this is a person with a chemistry background, as well as expertise in customer experience. Karl Sharicz is founder of Horizon CX, as well as the author of CX-PRO: A Practical Guide for the New Customer Experience Manager. Along with all of this, he also launched his own CX certification course. But as he will tell you, good CX is about much more than the customer. We talk to Karl about his systems-based approach to CX. We explore how to evaluate organizational culture through the interview process. We also discuss the potential impacts of technology on customer experience, and how it doesn’t necessarily mean improvements for customers. Finally, we talk about how it is important that we focus on servicing customers versus servicing metrics. 

It might seem like an obvious statement, but different kinds of environments require different kinds of designs. Thinking about my kids for instance. As they got older, their tastes and interests changed, which as a result changed their room decor. One of my daughters is always seeking to ‘level up’ her room schwag, looking for design ideas to reflect who she is as a person, and who she aspires to be. Perhaps we can all identify with this part of adolescence. The posters, the black lights, the hanging beads, the lava lamps. Maybe even an Iron Butterfly silk wall hanging. So regardless of what kind of environment we are talking about, we need to think about what would be the best design for that environment. A classroom is different from a doctor’s office. A law office is different from a lingerie store. A movie theater is different from a mortuary. How then might we design interior environments to support the experiences we are trying to create and encourage?Today in the Experience by Design Studio, we welcome Carolyn Boldt. Carolyn has over 40 years of experience designing interiors for commercial industries, and is the Co-Founder of CrossFields, an interior design and architecture firm. One area in particular she works in is chiropractic offices. We talk about how she approaches her work in general, and how designing chiropractic offices provides unique challenges and opportunities. She describes how she tries to help her clients attract their ideal customers through the spaces she creates. We also talk about her online course on design and how to create the proper environments for the best experiences. There are three to six thousand decisions that have to be made in order to open an office, and her course helps to manage that process. It is a great conversation about how she went from decorating Barbie Playhouses to doctor’s offices, how the space stations led to a career designing interiors, and how if you are not designing intentionally, you are doing it wrong.