Designing experiences (so you can “sell” experiences).
Saying so is like arguing that cultures can be designed. That they can be made “on purpose”.
And that’s far away from reality.
It would mean that every aspect of an “experience”, from inception to the thing itself, was done with a specific metric, process and outcome, in mind and execution.
And that they all would be equal. Standard. The same. For EVERYONE.
An experience, just as a culture, can’t be designed because:
- It depends on the one going through it.
- Has many touch points that will be out of your control.
- They’re living organisms. They shift.
What you can do, though, is foster an environment where the behaviors that build the culture help that culture take life on its own and thrive.
If it becomes something horrific, that’ll be also on you.
As Stephen Shedletzky, author of Speak Up Culture says: “We get the behavior we reward and we get the behavior we tolerate.“
It’s not about design of the culture or the experience. It’s about how you nurture the environment.
Only then, the people who go through you will define IF that was a (delightful) experience. Or not.
The ball is on your court.