Bathroom + Maslow + Experience = An Interesting Post

Given all that’s on my plate, I don’t get to read many other blogs. But I happened to run across this intriguing post called Office Bathrooms as key indicators of team culture on Adaptive Path’s website. Here’s how this post, which is decribed as “Second in a series of Bathroom Experiences,” starts:

There are a lot of great cultural indicators and collaborative spaces in the Adaptive Path office. But my favorite is still the bathrooms. Bathrooms as culture? As collaborations? Um…huh?

The bathrooms at AP are humane, interesting, fun and attractive spaces. As a result, they’ve become places that showcase what we value: human-centeredness, design-awareness, accessibility, smarts, participation and play.

Don’t worry, I won’t go any deeper into the description of Adaptive Path’s bathroom (or try and describe the washrooms here at Forrester). What really caught my eye in this post was the following graphic that was used to look at the different levels of a bathroom experience — from the “Basics” to a “Cultural Experience.”

From the Adaptive Path Blog
(from the Adaptive Path Blog)

This is a very interesting framework.  It conceptually overlaps with the Kano Model that I described in an earlier post

In any case, I thought that I’d share this one with you.

The bottom line: It gives a new meaning to the phrase “the experience is in the toilet.”

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

One thought on “Bathroom + Maslow + Experience = An Interesting Post”

  1. Bruce, this was indeed an interesting framework! It was part of the Bathroom Blogfest in which several bloggers participated, including Adaptive Path as well as my blog, Customers Rock!

    It is great to see another person who “gets it”. Keep the faith, Bruce. You rock!

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