Table of Contents

Foreword
Preface: Thanks for Joining Us!
I. Understanding Experience
1. Exploring Experiences and Experience Design
2. What Makes a Great Experience?
3. A Framework of Experience Types
II. The Experience Designer’s Toolkit
4. The Experiencescape
5. Experience Design Thinking
6. Designing the Experience Journey
7. Touchpoints and Transitions
III. Creating Great Experiences: Enhancements and Examples
8. The Stories We Tell: Building Drama in Your Experiences
9. Techniques for Enhancing Experiences
10. Using Experience Design in Product Development and Corporate Strategy
Conclusion: Closing Thoughts
Notes
Index

About the Author

J. Robert Rossman is professor and dean emeritus at the College of Applied Science and Technology at Illinois State University. He is coauthor of Recreation Programming: Designing and Staging Leisure Experiences (eighth edition, 2019).

Mathew D. Duerden is associate professor in the department of experience design and management at the Marriott School of Business at Brigham Young University.

B. Joseph Pine II is cofounder of Strategic Horizons and author of The Experience Economy (updated edition, 2011) and Infinite Possibility: Creating Customer Value on the Digital Frontier (2011), among other works.

Reviews

Named a best customer experience book of 2019.
*My Customer*

Designing Experiences provides a much-needed evolution in the delivery and execution of programs, services, products, and experiences. Rossman and Duerden present a contemporary approach to experience design, journey mapping, and design thinking that helps us understand the complexity of designing experiences. Moreover, the book offers a refreshing resource, targeting multiple academic disciplines that will benefit greatly from Rossman and Duerden’s framework and conceptualization of experience design.
*William W. Hendricks, Professor and Department Head, Experience Industry Management Department, California Polytechnic State University*

Designing Experiences will change the way you think about just about everything you do, or experience, in life. This engaging book outlines the essential elements of any experience, explains the features that influence how we experience different events, describes how to use a set of specific tools to design experiences that achieve a planner’s desired objectives, and leads the reader through the process of conceptualizing how to create great experiences. The book is full is of useful insights relevant to businesses, politicians, teachers, and parents, anyone trying to create experiences that will meaningfully engage others.
*Brigitte C. Madrian, Dean and Marriott Distinguished Professor, Brigham Young University Marriott School of Business*

This timely book sets out to unravel how we become emotionally engaged with product and service offerings and how such offerings are deliberately designed. It articulates the importance of intentionally designing certain types of experiences and what key features can help create an appealing experience. Its call for attention to detail on every facet of an experience is one that anybody involved in their design should heed.
*Graham Berridge, author of Events Design and Experience*

The core content and big payoff in the book is the how-to guide. It begins with an ascending framework of five types of experiences: prosaic, mindful, memorable, meaningful, and transformational.
*Strategy + Business*

They provide a framework of experience types “from prosaic to transformational” that will prepare almost anyone for comprehensive experience design.
*Bob Morris, Blogging on Business*

The text is clear, concise, and a must read for anyone interested in the subject.
*Choice*