Designing Kind Experiences
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This document discusses designing kind experiences through anticipating and meeting people's unmet needs. It provides examples of kindness built into everyday experiences in Japan, like undo buttons on elevators. The authors argue that designing kind experiences is about understanding needs and acting on them generously without expecting anything in return. They note that Japan has a long tradition of designing consideration into experiences through principles like "omotenashi," and that subtle automation, hidden enhancements, and adaptive interactions could apply these kindness principles to technology.
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Designing Kind Experiences
- 1. Designing Kind Experiences Gregory A. Perez & Shun Ishikawa
- 2. Hello! My name is Gregory. My name is Shun.
- 4. The Next Adventure of Humankind
- 5. The Next Adventure of Human kindness
- 6. First, a personal story:
- 12. Why is kindness important in experience design?
- 13. can give people memorable and meaningful experiences when they don’t expect it. Kind experiences
- 14. evoke familiar emotions of gratitude, thankfulness and appreciation. Kind experiences
- 15. aren’t forced. They are offered without expectation of reciprocity. They are simply there for you. Kind experiences
- 16. can be designed. Kind experiences
- 17. Here in Japan, there are many acts of kindness designed into our everyday experiences:
- 21. (examples…Undo on Elevator and Google Photo) IMAGE
- 23. Designing kind experiences is about anticipating people’s unmet needs and acting on them generously and with care.
- 24. 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.
- 25. Brooks Air New Zealand Pillpack Eileen Fisher Innova Schools Bank of America乗換案内 アプリ Ritz Carlton
- 28. Feasibility Desirability Viability INNOVATION WE START WITH PEOPLE We use an approach to understanding needs and creating new experiences called Design Thinking.
- 29. This is not new to Japan.
- 30. This is not new to Japan. In fact, Japan has been designing kindness and consideration into experiences for over 450 years.
- 33. "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
- 34. It is all about being a great host. And we are already great hosts.
- 35. Omotenashi
- 39. HOW MIGHT WE CREATE PRODUCTS AND SERVICES WHICH ANTICIPATE USERS’ BEHAVIOR THOUGHTFULLY & DISCRETELY?
- 42. HOW MIGHT WE CRAFT OUR PRODUCTS AND SERVICES WITH ATTENTION TO DETAIL TO GIVE PEOPLE THE BEST QUALITY EXPERIENCES?
- 45. HOW MIGHT WE ORCHESTRATE DELIGHT AT EXACTLY THE RIGHT MOMENTS?
- 47. How could we apply omotenashi principles to technology experiences?
- 48. How might we harness the Internet of Things to automatically shape the world around us? SUBTLE AUTOMATION
- 51. How might we apply kindness to artificially-generated interactions? HIDDEN ENHANCEMENT
- 54. How might we delight and surprise our users with acts of kindness? ADAPTIVE INTERACTION
- 56. What do these kind technology experiences have in common?
- 58. Some things to consider when it comes to designing kindness into experiences:
- 59. 1. Don’t force kindness. Offer it. 2. Understand people’s needs and reveal moments of kindness at the right moments. 3. Kindness needs empathy and creativity.
- 61. What are really in service of? “delightful experiences”
- 62. Thank you kindly! Gregory A. Perez greg@ideo.com Shun Ishikawa sishikawa@ideo.com