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Designing Kind Experiences Gregory A. Perez & Shun Ishikawa
Hello! My name is Gregory. My name is Shun.
The Next Adventure ofHumankind
The Next Adventure ofHuman kindness
First, a personal story:
This is Oscar.
Why is kindness important in experience design?
can give people memorable and meaningful experiences when they don’t expect it.
Kind experiences
evoke familiar emotions of gratitude, thankfulness and appreciation.
Kind experiences
aren’t forced. They are offered without expectation of reciprocity. They are simply there for you.
Kind experiences
can be designed.Kind experiences
Here in Japan, there are many acts of kindness designed into our everyday experiences:
(examples…Undo on Elevator and Google Photo)
IMAGE
Designing kind experiences is about anticipating people’s unmet needs and acting on them generously and with care.
Brooks Air New Zealand Pillpack
Eileen Fisher Innova Schools Bank of America乗換案内 アプリ
Ritz Carlton
Over the last 30 years, IDEO has designed thousands of products, services, spaces & experiences through understanding people’s unmet needs.
Brooks Air New Zealand Pillpack
Eileen Fisher Innova Schools Bank of America乗換案内 アプリ
Ritz Carlton
Feasibility
Desirability Viability
INNOVATION
WE START WITH PEOPLE
We use an approach to understanding needs and creating new experiences called Design Thinking.
This is not new to Japan.
This is not new to Japan.In fact, Japan has been designing kindness and consideration into experiences for over 450 years.
三成の三椀の才羽柴秀吉と石田光成
空気を読む相手を思いやる次の行動を予測する事前に準備するetc…
"The role of the architect, or the designer, is that of a very good, thoughtful host, all of whose energy goes into trying to anticipate the needs of his guests.”
- Charles Eames
It is all about being a great host. And we are already great hosts.
Omotenashi
Subtle Automation
Empowered Experiences
Adaptive Interaction
Subtle Automation
HOW MIGHT WE CREATE PRODUCTS AND SERVICES WHICH ANTICIPATE USERS’
BEHAVIOR THOUGHTFULLY & DISCRETELY?
Hidden Enhancement
HOW MIGHT WE CRAFT OUR PRODUCTS AND SERVICES WITH ATTENTION TO DETAIL TO GIVE
PEOPLE THE BEST QUALITY EXPERIENCES?
Adaptive Interaction
HOW MIGHT WE ORCHESTRATE DELIGHT AT EXACTLY THE RIGHT MOMENTS?
Subtle Automation
Empowered Experiences
Adaptive Interaction
How could we apply omotenashi principles to technology experiences?
How might we harness the Internet of Things to automatically shape the world around us?
SUBTLE AUTOMATION
SUBTLE AUTOMATION
How might we apply kindness to artificially-generated interactions?
HIDDEN ENHANCEMENT
Lark Fitness &
Weight Loss
Penny Personal finance
Melody Health care
How might we delight and surprise our users with acts of kindness?
ADAPTIVE INTERACTION
What do these kind technology experiences have in common?
Familiar Adaptive Forgiving Generous
Some things to consider when it comes to designing kindness into experiences:
1. Don’t force kindness. Offer it. 2. Understand people’s needs and
reveal moments of kindness at the right moments.
3. Kindness needs empathyand creativity.
“delightfulexperiences”
What are
really in service of ?
“delightfulexperiences”
