UXINDIA17 - Reenchanting our world with the Experience Economy, beyond goods and services

Reenchanting our world with the Experience Economy, beyond goods and services

Transcript

2. Reenchanting our world with the Experience Economy beyond goods and services 3 NOV, TALKS AND UX INTERACTION Conference Room 2
3. Reenchanting our world with the Experience Economy Bertrand Cochet @bcochet Experience Strategist and Consulting Director Lyon, FRANCE
4. Reenchanting our world with the Experience Economy WORK IS THEATER दृश्य में आपका स्वागत है Welcome on stage 1. Performing the act together 2. The final act: a new vision for customers (and design teams) 3. Welcome on stage
5. Reenchanting our world with the Experience Economy www.expedia.co.in What is the common characteristic between these brands? Let’s tell me...
6. Joe Pine Co-author of the Experience Economy book Reenchanting our world with the Experience Economy www.experienceeconomy.picardietourisme.com This man! The Experience Economy Commodity Product Service Experience Natural Standardized Customized Personal Fungible Tangible Intangible Memorable Transformation EXTRACT MAKE DELIVER STAGE GUIDE
7. Reenchanting our world with the Experience Economy Just a principle based on how we act! © Mersal 2017 Theater is not a metaphor Ready to set the stage? Let’s be picky...
8. Reenchanting our world with the Experience Economy Drama The stage Arrangements of incidents Script Theater Performance At work Arrangements of details Strategy Process Work Offering Audience
9. MYSTICA A cross-divisions guests database www.flickr.com/photos/edublogger Shared activities and customization WORKSHOP A well-known and expected journey RITUALS Reenchanting our world with the Experience Economy Satisfaction Engagement Earnings
10. Reenchanting our world with the Experience Economy Welcome on stage 1. Performing the act together 2. Performing the act together WORK IS THEATER एक साथ कार्य प्रदर्शन The final act: a new vision for customers (and design teams) 3.
11. Reenchanting our world with the Experience Economy In order to take stage in the Workplace © GeWy Images Big roles to fill CasXng Dramaturgs Strategic consultants Scripwriters Processes and offering staff Directors Audience Technicians Set designers, prop managers, costume managers,… Stage crews All involved actors/employees/clients…
12. Reenchanting our world with the Experience Economy E. Goffman, in The presentation of Self in Everyday Life © GeWy Images ‘‘All human activity is acted, whether rehearsed or not’’ à ‘‘ as if ’’ à cut 95 percent à intention à making an entrance à roles and characterization à subtext: body language, props, costumes… Act well at work
13. Reenchanting our world with the Experience Economy Welcome on stage 1. Performing the act together 2. The final act: a new vision for customers (and design teams) 3. A new vision for customers (and design teams) THE FINAL ACT एक नई दृष्
14. Reenchanting our world with the Experience Economy Habituation, bias, mass-market adoption,… reduce satisfaction and quality of perceptions #3. Careful with commoditization of experiences 3 final take-aways Equation: (what he wants) – (what he settles for) #2. Remove all audience’s sacrifices Forget marketing! Think global with Touchpoints, Context, Ecosystem… #1. Theme your Experience If you wish to dive deeper into it, you can refer to the ‘’Experience Economy’’ Book
15. Reenchanting our world with the Experience Economy As for Shakespeare... Think of ‘’ordinary innovation’’ instead of unwished pseudo- or real disruption! Please, don’t be more digital than your audience
16. Now, [your] show must go on! Reenchanting our world with the Experience Economy Are you ready to embrace the Experience Economy? Work is Theater... and you are part of it!
17. Any question? @bcochet bcochet@wax-interactive.com Thanks a lot!
18. Reenchanting our world with the Experience Economy Savannah08 Vancouver09 Savannah10 Boulder11 Dublin12 Toronto13 Amsterdam14 San Francisco15 Helsinki16 New York17 Lyon18 Design Confluences: dissolving boundaries, building connections 3 - 8 February 2018 Lyon, FRANCE interaction18.ixda.org