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Designing for great
Experiences - not just
apps and websites
Welcome to the online version
of our Morgenbooster
A trip
to Spain
Experiencemap
frommyvacation
😍
😡
😐
Experiencemap
frommyvacation
😍
😡
😐
Flightto
Copenhagen
Moms
birthdayparty
S-togto
Kastrup
Check-in
airport
Flightto
Malaga
Dinnerin
Malaga
Check-in
Airbnb
Shoppingfor
groceries
Check-in
Malagahotel
Pickup
rentalcar
Check-in
airport
Experiencemap
frommyvacation
😍
😡
😐
Flightto
Copenhagen
Moms
birthdayparty
S-togto
Kastrup
Check-in
airport
Flightto
Malaga
Dinnerin
Malaga
Check-in
Airbnb
Shoppingfor
groceries
Check-in
Malagahotel
Pickup
rentalcar
Check-in
airport
Reality
Experiencemap
frommyvacation
😍
😡
😐
Reality
Expectations
Flightto
Copenhagen
Moms
birthdayparty
S-togto
Kastrup
Check-in
airport
Flightto
Malaga
Dinnerin
Malaga
Check-in
Airbnb
Shoppingfor
groceries
Check-in
Malagahotel
Pickup
rentalcar
Check-in
airport
Experiencemap
frommyvacation
😍
😡
😐
Reality
Expectations
Flightto
Copenhagen
Moms
birthdayparty
S-togto
Kastrup
Check-in
airport
Flightto
Malaga
Dinnerin
Malaga
Check-in
Airbnb
Shoppingfor
groceries
Check-in
Malagahotel
Pickup
rentalcar
Check-in
airport
Recipefordelight
Reality
😍
😡
Expectations
😡
😍
Recipefordelight
Reality
😍
😡
Expectations
😡
😍
Recipefordelight
Delightgap
Reality
😍
😡
Expectations
😡
😍
Recipeforfrustration
Frustrationgap
Reality
😍
😡
Expectations
😡
😍
Great experiences
happen when reality
exceeds expectations
Why is this
important?
Annual growth (Normalized) %
100
120
160
140
180
10%
3-6%
Top 25% Mckinsey Design
Index performers
Industry benchmarks
isthesinglemostimportant
differentiatortoimprove
customerretention
Focusingoncreatingan
exceptionaluserexperience
exceptionaluserexperience
Yesterdays “wow”
is tomorrows
ordinary
“
1999
Revenue is
a lagging indicator,
usage is a leading
indicator
“
5x
50%
80%
20%
140%
Good experiences =
good business
5 dogmas for
creating great
experiences
V I RK E L I G HE E ND ER
A LT INGS PRØVE
Getoutinthe
realworld
Focuson
peaks
Designa
feeling
Creatememorable
moments
Prototype
(therightthing)
Getoutin
thereal
world V I RK E L I G HE E ND ER
A LT INGS PRØVE
Get out if the
ivory tower
Goodideasarejust…Goodideas.
Untiltheyaretestedinthereal
worldtheyprovidezerovalue.
Goodideasarejust…Goodideas.
“If you aren’t embarrassed
by the first version of your
product, you’ve shipped
too late.
Learning
Organization
Value
Customers
Notreal Realworld
The most viable way to
solve problems and answer
questions in an exponential
context is by making (a lot)
0
20
40
60
80
100
0 100 200 300 400 500 600 700 800 900 1.000
Greatness
Number of compositions
0
20
40
60
80
100
0 100 200 300 400 500 600 700 800 900 1.000
Greatness
Number of compositions
0
20
40
60
80
100
0 100 200 300 400 500 600 700 800 900 1.000
Greatness
Number of compositions
0
20
40
60
80
100
0 100 200 300 400 500 600 700 800 900 1.000
Greatness
Number of compositions
Beethoven Mozart
Bach
0
20
40
60
80
100
0 100 200 300 400 500 600 700 800 900 1.000
Greatness
Number of compositions
Beethoven Mozart
Bach
“Early on, all of
our movies suck
Prototype
(theright
thing)
Whatdopeoplewant?
M V P
M[capableofworkingsuccessfully]P
S L C
imple ovable ompleteL CS
Fullpotential
ofproduct
😐
😍
☹
MVP
Minimumfeatures
requiredby
customertousethe
product/service
😐
😍
☹
Love
Minimumexperience
requiredtoget
customerstoreturn
andrecommend
😐
😍
☹
😐
😍
☹
SimpleLovableComplete
Delightful
Valuable
Usable
Feasible
Delightful
Valuable
Usable
Feasible
This
SLC
Not this
MVP
It was almost a psychology
experiment to figure out
what does it take to really
make people excited?
“
EarlyversionsGoogleDocs
hadonly3%ofthefeatures
ofMicrosoftWord
FirstiterationofSnapchat
Focuson
peaks
1508™
Stopfocusingonjust
fillingthepits
1508™
Startdesigningfor
peakmoments
1508™
1 2 3 4 5 6 7
😍😡 😐
PlanA
1 2 3 4 5 6 7
😍😡 😐
PlanB
1 2 3 4 5 6 7
9x
as valuable
😍😡 😐
Whatcanwedoto
makethisbetter?
Whatcanwedo,nottomake
thisbetter,buttomakeyou
telleveryoneaboutit?
Whatcanwedo,nottomake
thisbetter,buttomakeyou
telleveryoneaboutit?
The 11-star
experience
1-star
experience
3—star
experience
5-star
experience
6-star
experience
7-star
experience
10-star
experience
You’re going
to space!
“
11-star
experience
Thepointof
theproces
Neveropened Goingtothemoon
11-1-
Neveropened Goingtothemoon
11-1-
Thepointof
theproces
Notfeasible
Neveropened Goingtothemoon
11-1-
Thepointof
theproces
NotfeasibleNotdesirable
Neveropened Goingtothemoon
11-1-
Thepointof
theproces
NotfeasibleNotdesirable
Sweetspot
Theperfecttrip
Seekingatraveler.
We’llphotographyourtriptoSan
Franciscoifyouletusfollowyou.
Production
Director
Camera
Camera Scene Take
POP
CORN
Designa
feeling
+ +
We start with…
“What do we want the
guest to experience?”
+125eastereggs
Core
experience
Core
experience
Supporting
experiences
Core
experience
Supporting
experiences
Movie references
In-character staff
Story lines
Easter eggs
Souvenir shops
Changing app
Artefacts
Themed bathrooms
Walt Disney
“Do it so well that they
will want to see it
again and again and
bring their friends
Create
memorable
moments
“Design is not
how it looks.
It’s how it works.
The Magic
Castle Hotel
Popsicle hotline
Bewareofthesoul
suckingforceof
“Reasonableness”
Great experiences
happen when reality
exceeds expectations
Getoutinthe
realworld
Prototype
(therightthing)
Focuson
peaks
Designa
feeling
Creatememorable
moments
Questions

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Morgenbooster experience design - online compressed