Demystifying Experience Design

It seems you can’t open a business magazine, listen to a podcast, or read a tweet without hearing about the must-have brand strategy. Experience Design. But what exactly is Experience Design. Does it matter? And will it last?

Experience Design defined

According to Wikipedia, Experience Design (XD) is the practice of designing products, processes, services, events, omnichannel journeys, and environments with a focus placed on the quality of the user experience and culturally relevant solutions. It is driven by consideration of the moments of engagement, or touchpoints between people and brands, and the ideas, emotions and memories that these moments create. Well, yes that description may say it all. But it may not clarify how XD applies to all your prospects, customers and co-workers.

In short

Put simply, Experience Design is the intentional way of engaging. Across all your channels. At every opportunity. Regardless of industry or role, we need to be thoughtful about how we act, what we say, and what we do in all our relationships. Mindfulness isn’t something casual we switch on. Or off. It’s ever-present, and all encompassing. And it matters to our life and the lives of all those around us. By analyzing all our touchpoints with others we start to see where our connections are fitful or failing.

Does it matter?

Experience Design isn’t an afterthought. In today’s hyper-competitive climate, it’s a must. New recruits choose it. Co-workers expect it. Prospects want it. And customers demand it. Fail to deliver and you miss out. Fail to forge an authentic connection and you expose yourself to vocal social posts or lost customers.

Is it sustainable?

XD isn’t hype. It’s here to stay. Even later adopters like the healthcare arena are excercising their competitive edge and making significant capital commitments to integrate XD into their talent, places and spaces. To learn more about integrating Experience Design into your organization call Spark! Transformation at 215-344-9055 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

Jack Dempster, VP Facilities & Construction at Holy Redeemer Health System evokes an emotional connection through thoughtful, memorable design. Find more of his story here.