The #2 hotel in Los Angeles cannot compete with the Hyatts or the Hiltons of the world when it comes to expensive amenities. What makes the Magic Castle special is the staff’s ability to design surprising experiences, like a red phone by the pool coined Popsicle Hotline. By breaking the script, the Magic Castle inspires delight in their guests—and consistently ranks higher than high-end, luxury hotels in the city.
How can we follow the lead of the Magic Castle and create a workplace of wonder? How do we design for extraordinary moments with our colleagues and customers?
Today, Jeffrey explores workplace wonder with Chris Flink, Executive Director of the Exploratorium Museum in San Francisco, and Chip Heath, the Thrive Foundation for Youth Professor of Organizational Behavior in the Stanford Graduate School of Business and co-author of The Power of Moments. Chip and Chris explain how designing surprising moments for customers can give you a competitive advantage and why it’s beneficial to think beyond simply fixing problems to the architecting of positive experiences. Chip describes why it’s in your best interest to focus on elevating mostly satisfied customers to truly delighted ones, and Chris shares the power of physical experiences to captivate people in a deeply personal way. Listen in for insight around designing for positive, extraordinary experiences that facilitate connection and learn how to surprise yourself, your colleagues and your customers with the exchange of wonder.
[7:47] Young Chip and Chris at their best
[10:41] What makes those boyhood moments memorable
[13:39] How Chris got into the area of experience design
[17:34] How Chip came to explore experience architecture
[23:12] Why we should consider experience design
[36:59] The concept of ‘breaking the script’
[41:18] Chip and Chris’ response to resistance
[46:49] The value of face-to-face, analog experiences
[49:42] How to design experiences for your organization
[59:23] The social dimension of wonder
[1:04:44] What Chip and Chris are pursuing in the next year
Stanford Social Innovation Review
TD Bank YouTube Video
Made to Stick: Why Some Ideas Survive and Others Die by Chip Heath and Dan Heath
The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath and Dan Heath
Bill Moggridge: Interaction Design
Magic Castle Hotel
Theo Jansen’s STRANDBEEST
Art Aron’s Interpersonal Closeness Experience