We are diving deep into the topic of designing for an exceptional customer experience.

As designers, we know that creating a great product or service is only half the battle. The other half is ensuring our clients and their customers have an amazing experience from start to finish. Too often, businesses focus solely on the deliverables without considering the holistic experience.

That's why I'm excited to unpack some real-world examples that showcase companies doing it right. My business partner Alan recently had the opportunity to visit the Disney Aulani resort in Hawaii, and he came back raving about the attention to detail and the exceptional service.

What struck him most was how the resort immersed guests in an authentic Hawaiian experience, from the native plants in the gardens to the requirement for all staff to speak the local language. It wasn't just about creating a beautiful space - it was about crafting a cohesive story and making guests feel truly transported.

As designers, we can learn a lot from examples like this. It's not enough to simply make something look pretty. We need to think deeply about the end-user's journey and find ways to delight and surprise them at every touchpoint.

Whether it's streamlining a website's checkout process, adding unexpected bonuses to physical products, or training staff to provide genuine hospitality - the little things can make a big difference in the overall customer experience.

In this episode, Alan and I will share more insights and practical tips on how you can inject that "Disney magic" into your own products, services, and brand. So get ready to be inspired and take your customer experience to the next level.

• Designing for an enhanced customer experience by prioritizing user-focused design elements.
• Exceptional customer service and attention to detail at Disney Aulani Resort enhance the guest experience with personalized touches and custom design.
• Designing with storytelling and customer satisfaction in mind creates unique experiences and fosters long-term relationships.
• Designing better customer experiences by simplifying and personalizing interactions based on customer needs and behavior insights.
• Designing user-friendly products with clear instructions and support enhances customer experience, unlike IKEA's sales-focused but frustrating design.
• Enhancing customer experience through customization, attention to detail, and seamless engagement, from product selection to post-purchase support.
• Streamlining checkout processes and pre-loading credit can enhance user experience and boost sales by simplifying payments for repeat customers.

Designing for Experience: What We Can Learn from Disney

As designers, we know that creating a great product or service is only half the battle. The other half is ensuring our clients and their customers have an amazing experience from start to finish. Too often, businesses focus solely on the deliverables without considering the holistic customer journey.

That's why my business partner Alan and I are so passionate about the topic of designing for experience. We recently had the chance to unpack this in-depth on our Real Magic podcast, drawing inspiration from Alan's recent trip to the Disney Aulani resort in Hawaii.

What struck Alan most about the Aulani was the level of attention to detail and the exceptional service provided to guests. It wasn't just about creating a beautiful space - it was about crafting a cohesive story and making visitors feel truly transported to an authentic Hawaiian oasis.

From the moment they arrived, guests were greeted with personalized touches that set the tone for the entire stay. The front desk staff didn't just hand over room keys - they came out from behind the counter, handed them directly to guests, and took the time to point out where their room was located.

And when it came time to check out, the process was equally thoughtful. The bill was printed, checked with the guest, and then placed in a beautiful envelope and handed over with a sincere thank you. Compare that to the typical hotel experience of just tossing the keys on the counter and shoving the receipt in your hand.

These small gestures may seem insignificant, but they speak volumes about the resort's commitment to customer experience. It's not just about the end product - it's about making guests feel valued and cared for every step of the way.

As Alan noted, this attention to detail extended far beyond the check-in and check-out process. Every element of the Aulani, from the landscaping to the staff uniforms, was carefully curated to immerse guests in a true Hawaiian experience.

Even the resort's backstory was thoughtfully designed, with fictional "Menehune" characters woven throughout the property. Guests could discover these whimsical creatures hidden in the corners of elevators, under public phones, and in other unexpected places. It was a level of detail that went above and beyond the typical resort experience.

So what can we, as designers, learn from examples like the Aulani? Here are a few key takeaways:

1. Focus on the customer, not just the deliverables.

It's easy to get caught up in the features and functionality of a product or service. But as the Aulani example shows, the true magic happens when you put the customer experience first. What does your end-user need, and how can you delight and surprise them at every touchpoint?

2. Sweat the small stuff.

The Aulani's personalized check-in and check-out processes demonstrate the power of paying attention to the finer details. As designers, we have to resist the urge to take shortcuts or opt for the "cheaper" solution. Investing in those custom touches can make all the difference in the world.

3. Craft a cohesive story.

One of the things that made the Aulani so special was the way every element of the resort was tied together through a cohesive narrative. As designers, we should be thinking about how we can inject that kind of storytelling into our work - whether it's a website, a product, or a brand identity.

4. Prioritize ongoing support and engagement.

The customer experience doesn't end when the sale is made. In fact, that's when the real work begins. Look for ways to continue supporting and engaging your customers long after the initial transaction, whether it's through helpful tutorials, personalized outreach, or unexpected bonuses.‍

5. Let the data guide you.

While it's important to have a strong creative vision, we can't ignore the valuable insights that data can provide. Tools like heat mapping and user testing can help us understand how customers are actually interacting with our designs, and where we can make improvements to enhance the experience.

Ultimately, designing for experience is about so much more than just making something look pretty. It's about truly understanding your customer's needs and finding innovative ways to exceed their expectations at every turn.

The Disney Aulani is a shining example of what's possible when you put the customer first. And as designers, we have the power to create that same kind of magic for our own clients and their customers. All it takes is a willingness to think beyond the surface-level deliverables and dive deeper into the holistic experience.