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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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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