EP 121 - Experience Thinking with Tedde Van Gelderen
Dec 11, 2024
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Tedde van Gelderen, President of Akendi and author of "Experience Thinking: Creating Connected Experiences," discusses his journey from cognitive psychology to UX design. He argues for "Experience Thinking," emphasizing a holistic approach to create intentional user experiences. Topics include the integration of product, brand, and content design for cohesive user satisfaction, the evolving landscape of experience design, and the collaborative effort needed across departments for successful product launches. Tedde's insights challenge traditional design methodologies, promoting a deeper understanding of the customer journey.
Experience Thinking emphasizes a holistic approach that integrates user engagement across products, services, and content, enhancing overall satisfaction.
Distinct processes for Brand Design, Product Design, Content Design, and Service Design are essential to effectively address the complexities of user experiences.
User-centric research is crucial in Experience Thinking, requiring product managers to engage directly with users and incorporate their feedback into design processes.
Deep dives
The Importance of Experience Thinking
Experience thinking is emphasized as a holistic approach to product management, focusing not only on the product itself but also on the overall user experience within a broader context. Ted van Gelderen highlights that products do not exist in isolation; they interact with other products and services, influencing user perception and engagement. By shifting the focus from isolated product features to the interconnectedness of experiences, teams can better understand user needs and improve overall satisfaction. This shift encourages product managers to think in terms of the complete user journey, taking into account various touchpoints and how they relate to one another.
Redefining Processes in Experience Design
The discussion points to the need for distinct processes tailored to different areas of experience design, including product, service, content, and brand management. Ted van Gelderen calls for a reevaluation of existing methodologies, such as design thinking, which are often limited to product design, neglecting the complexities of service and content experiences. He argues that the design process should evolve to account for the myriad types of experiences that users engage with, advocating for clear frameworks for each domain. By recognizing that these processes are not one-size-fits-all, product managers can develop a more nuanced understanding of user experiences.
Integrating Brand and Content in Experiences
The podcast underscores the critical role that brand and content play in shaping user experiences, advocating for a unified approach that connects these elements to product design. Ted van Gelderen stresses that brand management should not be an afterthought but rather an integral part of the product development process, impacting how users perceive and engage with products. Additionally, the conversation highlights the growing importance of content design, especially as many contemporary products are content-driven. By recognizing the distinct processes of brand and content management and assessing their interactions with product design, organizations can enhance user experiences more effectively.
The Value of User-Centric Research
User-centric research is identified as a vital step in experience thinking, pushing product managers to validate their assumptions through direct engagement with users. Ted van Gelderen advocates for embarking on experiential journeys with users to gather insights that accurately reflect their needs and challenges, rather than relying solely on internal opinions. He encourages product managers to integrate user feedback into their design processes systematically, thus fostering a culture of continuous improvement. This iterative approach not only enriches the user experience but also strengthens alignment between various stakeholders throughout the product lifecycle.
The Role of Product Managers in Creating Holistic Experiences
The podcast emphasizes the pivotal role product managers play in orchestrating a cohesive user experience across different organizational functions, such as marketing, sales, and support. Ted van Gelderen suggests that bridging various departments is essential for ensuring that each aspect of the user journey is effectively managed and optimized. By taking ownership of the holistic experience, product managers can drive alignment amongst teams, fostering collaboration and transparency. This proactive management helps prevent the disjointed experiences often encountered in organizations, ultimately leading to higher user satisfaction and loyalty.
Design Thinking is all the buzz when it comes to designing our products (or more appropriately, the solutions we discover to solve real problems). But does it stop there?Our guest on the episode makes a very convincing case for what he calls Experience Thinking.
On this episode, Matt and Moshe met with Tedde van Gelderen, President of Akendi, a premier UX agency specializing in creating holistic, end-to-end experiences that enhance their clients’ products and delight users. Tedde authored the book “Experience Thinking: Creating Connected Experiences”, in which he explains the importance of going beyond just product design or service design, and focusing on the holistic approach of experience design.
In his own words, “Experience Thinking" starts with the holistic experience customers and users have with an organisation over time, then guides the enabling technologies and content to create intentional experiences. Experience Thinking should become deeply rooted in an organisation's creation processes.”Join us as we explore with Tedde:
His background in psychology, and how it led him to design experiences, and to found his own UX consultancy
Where do products fit in in the holistic approach of experiences
Where do we start with experience design?
The role of Design Thinking in the context of Experience Thinking
The missing process for service designers
The 4 areas of Experience Design: Brand Design, Product Design, Content Design and Service Design
The importance of Brand Design on both product and service, and how some organizations ignore it
Who should own the Experience Design (hint: it might be the Product people)
Designing the experience that the users will be part of and not just the GTM
Where we can learn and get inspiration for experiences, and how do apply it to the experiences we need to design
The state of the industry and the adoption Experience Design/Thinking
How can Product Managers start applying Experience Thinking within their organization and stakeholders
Note: any views mentioned in the podcast are the sole views of our hosts and guests, and do not represent the products mentioned in any way. Please leave us a review and feedback ⭐️⭐️⭐️⭐️⭐️
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