The most eloquent description of Experience Design I’ve read comes not from the design world but from a New York City restaurant reviewer named Gael Greene. In an interview with Matthew Goodman in the June 2001 issue of Brill’s Content, she said:
“I thought a restaurant review should describe what your experience was like from the moment you called to make a reservation. Were they rude? Did they laugh at you for trying to get a table? … ”
That’s what it’s all about: the complete experience, beginning to end, from the screen to the store, to the ride and beyond.
Nathan Shedroff, "The Making of a Discipline: The Making of a Title," Boxes and Arrows, 11 Mar 2002.
