... HELLO

Focusing on the

Blind Spot

@_lisabaxter

How is the family experience

managed within your

organisation?

We are not just in the

business of presenting the

arts to audiences.

We are in the business of

shaping, creating and

managing experiences for

people.

The Experience Economy

Experience

Design

(XD)

Experience statement • well looked after, special a great welcome and a great goodbye

personal touch

proactive help and support

anticipation of needs

• ahh! comfort, ease, safety and security

• for the Likes of Me belong, autonomy, empowered

• aliveness surprise, excitement, pleasure, discovery, anticipation

• brand RXT/unique artistry and magic, manage the ritual, architecture, not a

shopping mall

This is what happened …

• positive & creative family interactions

• autonomous play & discovery

• dressing up, twirling, posing, smiling, showing off, imaginative play

• focussed, concentrating on making paper rats

• collaborative activity

• active kids & relaxed parents

• comfort, ease

• queue busting: enhanced food offer & sofas

• intrigue around rats cages - lured teenage girls away from mobile phones &they talked to each other

• visible surprise, delight, happiness, enjoyment, pleasure

• artistry & magic, brand RXT

The team’s perspective

• low expectations

• empathy & intentionality

• cross-functional teams & team building

• a new way of thinking

• ownership

• skills development

• something we should be doing more of

• surprise

Final thoughts

• what particularly resonated with you

today?

• what has given you the motivation to

try something new or different?

• what ideas will you take away with you

to build on at work?

... THANK YOU

PLEASE STAY IN TOUCH TEL 01422 346 359 / 07941 05 3322

TWEET @_lisabaxter

EMAIL lisa@theexperiencebusiness.co.uk

WEB www.theexperiencebusiness.co.uk