In looking at products and services, I constantly keep an eye on design. How well or how poorly the product or service displays design says a lot about the business. It also will endear me or repulse me. When a product or a service is well designed, it shows, you experience it, and it just makes sense. When a product or a service is not well designed, it shows, you experience it, and it just doesn’t make sense. Whether good or for bad, design reveals itself.
How often have you stayed at a hotel and the design just didn’t make sense? I think we’ve all been to that hotel a time or two. It was not an enjoyable experience. When the design is not right, the entire customer experience is wrong because design colors everything.
Recently I stayed at a hotel that had been built within the past year . . . and it showed in many good ways. Someone gave intense thought, planning, and analysis to design. Many things, both little and big, stood out to me:
- The well-located, easy accommodations for travelers with technology.
- The carefully thought-out logical layout of the room.
- The seamless ease of using the keycard system.
- The strategic size and organization of the bathroom.
- The dimensioning, operation, and construction of the shower door.
- The ergonomics of the furniture.
I could go on and on. The point is that many aspects of my stay greatly satisfied my eye for design. My customer experience was enhanced immensely and my overall comfort and efficiency ranked very high. Design reveals itself, especially to the customer.
How happy are you with the design of your products or services? What does your design say about you and your organization? And most important of all (where it really counts), is your design helping or hurting the customer experience?