Experience Re-Design


Every day, we think through pain points within our clients’ brand experiences and work to eliminate them. It’s no surprise then that that our hyper-focus on experience design extends into our personal lives, too.

How can we improve the human experience, we ask ourselves, instinctively and constantly.

“How can apartment rental be less of a painful process?” asked Motion Graphic Artist Jack Mayfield. “And who’s the Instacart or Amazon Prime of car repair?”

And while plenty of industries are full of undesirable hiccups and unnecessary delays, eliminating the negative isn’t our endgame. Where are the opportunities to engender positive emotions, too?

Office chatter on the matter can be inspiring. Here are some of the experiences we’re itching to re-design:

“It sounds really mundane, but how amazing would it be to re-design the DMV experience?! There’s so much opportunity there. What if we could make the DMV a great place to work, and then imagine all the ways that would trickle down to the “customer” experience.”

– Addie Langstaff, Associate Creative Director

“I would love to redesign the whole doctor’s office experience. So often we’re sitting for hours before we can be seen. I’d love to put some thought into what happens within that time frame OR if there’s an app that can be designed to show you where the doctor is in their rotation, which allows you to arrive closer to your time. I think they are doing a great job with allowing you to complete forms before arriving, but streamlining their process and having you arrive within a smaller window would be super helpful.”

– Brooke Southerland, Designer

 

THERE IS AN ANECDOTE ABOUT STEVE JOBS BEING IN THE HOSPITAL TOWARD THE END OF HIS LIFE AND WANTING TO REDESIGN THE OXYGEN MASK HE WAS OBLIGED TO USE. I DRAW TWO MORALS FROM THIS: FIRST, THE EXPERIENCE OF BEING A PATIENT, ESPECIALLY A TERMINAL ONE, IS IN DIRE NEED OF CREATIVE AND CARING THOUGHT. SECOND, A PERSON WHO CARES ABOUT EXPERIENCE CAN FIND SOMETHING TO IMPROVE NO MATTER WHERE S/HE MAY BE.

–  K. Seward, Chief Operating Officer

“I’d love it if tech support — especially cable and ISP and maybe IT — had a “fast lane” for people who know something, and who don’t need to prove that they’ve done the “try turning it off and on again” basic steps again to the tech on the phone. Maybe that onus should be on the caller… the way the TSA has a pre-checked line that you’ve qualified for?”

– Jack Mayfield, Motion Graphic Artist

“The parent experience. As I travel with my daughter, I constantly think, why would [insert company name] do that? Like make bathroom stalls that don’t fit a person + baby in a body carrier + diaper bag. It’s such an easy win to give some more stall room, or larger parking spaces so I don’t have to hit your car to open my door and get my kid in. Simple things like that. And if a company did thoughtfully include these accommodations, I would definitely stop and shop, eat, etc., with them every time, because I know the experience I’m going to have.”

– Courtney Hodges-Lanius, HR Director

12 East 49th Street
11th Floor
New York, New York 10017
United States

12 East 49th Street
11th Floor
New York, New York 10017
United States

January 17, 2018

By Leigh Long