ExperienceCurve by Karl Long

Kudo’s to Jesse James Garrett for a nice summation/critique of Experience Design in a real world environment, namely the new apple retail store in San Francisco.

I really appreciated the point that the use of design in expressing the brand set an expectation, that was let down sometimes by the human element. It is almost always the behavioral aspects of a brand experience that let you down, because companies are so good at setting an expectation through communication and design.

Let me quote myself from a previous post “Branding is generally focused on telling me how good a company/product/service, communicating a promise to me, but no amount of communication can make up for an experience that doesn’t meet my expectations.” read brand behavior