I recently chatted with LEGO about their customer experience efforts; they’ve got a lot of interesting initiatives underway. One of the things that really caught my eye was a tool they call the “experience wheel.” They were gracious enough to let me share it (you can click on the image to see a larger version):
This is an example of the output after a couple of steps; showing an approach to design a WOW experience for a flight to NYC. Here are some of the reasons that I really like this tool:
- It’s great to have a formal approach to describing/designing experiences
- It starts with the description of a specific customer (in the center)
- It recognizes the life cycle of experiences: before, during, and after
- It’s easy to use and simple to understand
If you’ve got a tool that works for you, I’d love to see it!
The bottom line: Experience design can be a discipline!