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Customer Experience Patterns Podcast
Ep. 7 How To Design Experiences For the Peak / End Rule with Kelly Price
Season 1, Ep. 7
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Start by considering if the peak is positive or negative. Most memorable peaks and ends are negative, so lowering those peaks is the first part of designing for Peak / End experiences.
Then, how can we make it more positive, either completely forgetable for an experience that shouldn't be memorable, or positively memorable because it can be a memorably good experience, if you get it right.
Resources
GE MRI Machine Adventure Series
Article about the Disney Tram Driver Time stamp trick to help customers find their cars when they leave the park
Why is Sam buying pasta online? Sfoglini has crazy new pasta shapes like Cascatelli, invented by Dan Pashman of the Sporkful podcast
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
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