designing kinder experiences

Designing Kind Experiences Gregory A. Perez & Shun Ishikawa

Hello! My name is Gregory. My name is Shun.

The Next Adventure ofHumankind

The Next Adventure ofHuman kindness

First, a personal story:

This is Oscar.

Why is kindness important in experience design?

can give people memorable and meaningful experiences when they don’t expect it.

Kind experiences

evoke familiar emotions of gratitude, thankfulness and appreciation.

Kind experiences

aren’t forced. They are offered without expectation of reciprocity. They are simply there for you.

Kind experiences

can be designed.Kind experiences

Here in Japan, there are many acts of kindness designed into our everyday experiences:

(examples…Undo on Elevator and Google Photo)

IMAGE

Designing kind experiences is about anticipating people’s unmet needs and acting on them generously and with care.

Brooks Air New Zealand Pillpack

Eileen Fisher Innova Schools Bank of America乗換案内 アプリ

Ritz Carlton

Over the last 30 years, IDEO has designed thousands of products, services, spaces & experiences through understanding people’s unmet needs.

Brooks Air New Zealand Pillpack

Eileen Fisher Innova Schools Bank of America乗換案内 アプリ

Ritz Carlton

Feasibility

Desirability Viability

INNOVATION

WE START WITH PEOPLE

We use an approach to understanding needs and creating new experiences called Design Thinking.

This is not new to Japan.

This is not new to Japan.In fact, Japan has been designing kindness and consideration into experiences for over 450 years.

三成の三椀の才羽柴秀吉と石田光成

空気を読む相手を思いやる次の行動を予測する事前に準備するetc…

"The role of the architect, or the designer, is that of a very good, thoughtful host, all of whose energy goes into trying to anticipate the needs of his guests.”

- Charles Eames

It is all about being a great host. And we are already great hosts.

Omotenashi

Subtle Automation

Empowered Experiences

Adaptive Interaction

Subtle Automation

HOW MIGHT WE CREATE PRODUCTS AND SERVICES WHICH ANTICIPATE USERS’

BEHAVIOR THOUGHTFULLY & DISCRETELY?

Hidden Enhancement

HOW MIGHT WE CRAFT OUR PRODUCTS AND SERVICES WITH ATTENTION TO DETAIL TO GIVE

PEOPLE THE BEST QUALITY EXPERIENCES?

Adaptive Interaction

HOW MIGHT WE ORCHESTRATE DELIGHT AT EXACTLY THE RIGHT MOMENTS?

Subtle Automation

Empowered Experiences

Adaptive Interaction

How could we apply omotenashi principles to technology experiences?

How might we harness the Internet of Things to automatically shape the world around us?

SUBTLE AUTOMATION

SUBTLE AUTOMATION

How might we apply kindness to artificially-generated interactions?

HIDDEN ENHANCEMENT

Lark Fitness &

Weight Loss

Penny Personal finance

Melody Health care

How might we delight and surprise our users with acts of kindness?

ADAPTIVE INTERACTION

What do these kind technology experiences have in common?

Familiar Adaptive Forgiving Generous

Some things to consider when it comes to designing kindness into experiences:

1. Don’t force kindness. Offer it. 2. Understand people’s needs and

reveal moments of kindness at the right moments.

3. Kindness needs empathyand creativity.

“delightfulexperiences”

What are

really in service of ?

“delightfulexperiences”

Thank you kindly!Gregory A. Perez greg@ideo.com

Shun Ishikawa sishikawa@ideo.com