Why are we surrounded by broken experiences? Have our organizations become so complex and our roles so specialized that customers must suffer through our collective shortcomings? No matter what your role or title is, happier customers and a healthier organization should be front and center in what you do. But, chances are, your conversations are all wrong and your mental models are anemic. In this practitioners guide, Greg Olson reveals new mental models like the Promise Delivery System and the 3 Psychological Zones along with real world examples and recipes that can be applied immediately to your situation. Using a common experience of renting a car, Greg shows us how to design new or improve existing experiences, step by step, helping us all to tap our inner designer and have better conversations along the way. He shows us how to build more responsive organizations whether we're trying to capitalize on new opportunities like more connected ice cream, serve pizza to the President of the United States, or invent and popularize a new women's sport. You'll learn how to more effectively navigate your own organization, the business landscape, and customer ecosystem, so that the benefits of your great ideas can be felt by others. Discover how to ensure your organization remains relevant and stays connected to those it serves. The models in the Experience Design BLUEPRINT are equally relevant to organizations of all types and sizes including start-up entrepreneurs, nonprofits, for-profits, and government. This full color edition contains 78 images and illustrations, 25 inspiring examples, and 56 recipes that you can replicate to create happier customers and build a healthier innovation culture within your organization.
About the Author: Greg Olson is a consultant, speaker, and author. He believes we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help. This belief is what guides his writing as well as his work with clients and as a volunteer. Greg is the creative and strategic director of Delightability, LLC, a boutique advertising agency and innovation consultancy. He is a fanatic about creating more remarkable experiences, telling better stories, and building community. His formal education is a Bachelor of Science in Electrical Engineering and a Masters in Business Administration, both from Seattle University. While his formal education is about technology and business his informal and ongoing education is about humans and how they think and interact with the world. He also serves as President and volunteer board member for Oikocredit Northwest, a support association for social investor and financial institution, Oikocredit International. His latest book is The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. He has many more book projects underway with his next likely to be The Goat, the Bear, and the Badger - an Entrepreneurial Tale.