The Importance of Experience Design in the Customer Experience World

The most effective part of that whole project was we found a ticket office that was out of service and we mocked up stage set the future, how this would change. We had new ticket vending machines with iPad screens duct taped to the back of them in order to simulate the future so they could feel how the job might change. I do think tapping into the desire to do a good job for the people who use their railway did give them a stronger sense of why these things were happening. It's very fashionable to talk about the interaction between employee experience and customer experience. A lot of people talk about creating the right kind of environment for your employees but not enough thought typically goes into designing those environments.