Strategic Experience Design

Modern tourism operators need to be strategic about their experience design.

"The Power of Moments" by Dan and Chip Heath found that in recalling an experience, we ignore most of what happened and focus instead on two particular moments.

1. the best OR worst moment, known as the ”peak”.
2. the ending.

How do you create your best peak moment?

Sometimes it means actively changing your experience.

Other times it means actively getting out of the way and not cluttering your customers' from embracing the moment.

Customer journey mapping is a solid starting point to discover which way to go.

Using tools like UXPressia or Miro to define all the engagements a visitor has with your experience.

“We must learn to think in moments, to spot the occasions that are worthy of investment”.