Staging an overall experience provides a great opportunity for new pricing strategies, new distribution
strategies, and improved customer acquisition and retention. Participate in
real-experience staging exercises where you will begin to use these tools in real time. Get a taste of the
importance of different types of theater as part of experience staging, as well as how to refresh or reframe a
stagnant program to attract new volume. Come away with a fresh understanding of how moving beyond a
service to an experience can have a positive impact for customers and staff. Take home easy-to-use examples
of how to think more deeply about how your organization engages patients, families, and staff every day.
Material includes great thinking from Tom Peters' The Circle of Innovation, Joe Pine and Jim Gilmore's The
Experience Economy, and IDEO and Doblin.
You will learn to:
1. Identify the why of experience design.
2. Recognize the what of experience design.
3. Understand the how of experience design.