University of Washington Human Resources

Experience design is a methodology that service providers can use to create the best possible experience for their end-users. It is specifically well-suited to education, health care, technology service, consulting, and other high-value, complex services.

The end-user experience is often thought of in terms of a digital/interactive screen platform, but this course broadens the scope to include those customers (students, clients, members, donors, patients, alumni, etc.) with whom an organization maintains a long-term adaptive relationship. This course considers the factors relevant to the end-user—the five senses, time, place, and interactivity—and explores ways to address their impressions and feelings about the service encounter.

Participants are introduced to the experience design storyboard, a tool that can be used to organize all the factors of the service experience within their departments. Experience design storyboarding is a visual methodology, originally developed from work at Disney Imagineering, which connects the science of human factors with complex systems engineering. It is adapted for this course as a way to optimize the needed information, behaviors, processes, tools, and structures for your organization to best deliver your mission. The experience design storyboard approach will help participants better target their efforts to deliver just what is important, at the right time, for the right purpose.

Participants learn basic principles and tools, examine a case study, and start sketching out early ideas of their own experience design storyboard for their situation.

Instructor: Art Frohwerk

Currently we do not have any classes scheduled for this course.