experience of customers, but to that of employees as well. Anyone who is exposed to the space either physically, digitally, or second hand (web, media, family member, friend) may be considered in the application of XD. This includes staff, vendors, patients, visiting professionals, families, media professionals and contractors.
Instead, it requires a cross-discipline perspective that considers multiple aspects of the brand/business/environment/experien ce from product, packaging and retail environment to the clothing and attitude of employees.
service, or event along any or all of the following dimensions: • Duration (Initiation, Immersion, Conclusion, and Continuation) • Intensity (Reflex, Habit, Engagement) • Breadth (Products, Services, Brands, Nomenclatures, Channels / Environment / Promotion, and Price) • Interaction (Passive < > Active < > Interactive) • Triggers (All Human Senses, Concepts, and Symbols) • Significance (Meaning, Status, Emotion, Price, and Function)