Experience Design Factors

Experiences Can be Designed

Yes, a big Miami University “M” logo statue can make the visitor experience more memorable.

Think about the last time you boarded a subway, put a diaper on a child, or visited your primary care physician. Was it a good experience? How well did all the parts work together?

A smartphone app for purchasing a ticket
The music playing in the waiting room
Diaper tabs that don’t rip off when you pull them
Sharing your healthcare needs with a frontline employee at check-in

All of these touchpoints work together to create your experience. A bad experience occurs when the product, service, or system does not match your makeup or align with your goals—when it does not align with you.

Experience Design Factors is a framework that designers and researchers can use to identify these misalignments and co-create products, services, and systems that not only create good experiences but truly memorable ones.