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  • Begoña posted an update in the group Group logo of Experiential Customer Environments Experiential Customer Environments 6 years, 8 months ago

    Unfortunately most of the time, what these environments end up reflecting is the quickly fading “last trends” in architecture/interiors, or the last “master piece” of a famous designer. In most cases, not only does not add any value to the experience of the client, but also creates an expectation not fulfilled, giving an overall negative impression. Designers should always take the clients role when planning environments physical or virtual.

    • This is actually a very important issue – not only do many environments only reflect passing trends and fashions but they have actively ignored even the basic needs of the user in order to create a statement or fulfil an architectural or design idea.
      Ultimately there is a big difference between designing an architectural space and creating an environmental experience even if the processes you go through are quite similar.
      There is a very well known restaurant, one of my favourites, in London where the architects originally insisted on designing a chair to fit aesthetically with the environment rather than have something comfortable. Everything else about the restaurant was and is brilliant; the food, the atmosphere, the service: however many a time I came out of this place thinking about the pain in my butt rather than the food, or the service. It undermined the whole experience, and it’s a very good example of deliberately designing in negative cues because of the need to create design statements.
      It was so much better when they finally changed the chairs.

    • How funny, yesterday we have been talking about this issue with friends, and came up to a simple solution. There always must be 2 types of designers working on a project: “Fairy designer”, thinking about experiential atmosphere, colors, emotions etc., and “Redneck designer” who should take care of practical aspects of environment usage)

    • Im going to take issue with this. This is one of the great misconceptions of design, that it is all about either being entirely about the beauty or its about complete practicality. Look at an Aston Martin, looks to die for and frankly some of the best engineered cars in the world no matter from what era you look at. Then lets look at, for example most Ladas, pig ugly, not very well built. If you had a choice you would not buy one. Its the same with everything. You dont intentionally make your home ugly, nor do you want your kitchen counter tops set too low or too high or doors that are too narrow to pass through. Im feeling this at the moment because im staying in what is the ugliest hotel room ive stayed in in a decade.
      Lets make this very clear if something has been created just to be beautiful without function it is bad design ( or art) and if something is very practical but leaves you wanting to vomit every time you see it – its bad design. I think i might open a group here that looks at good design/ bad design. There will be some interesting opinions on what constitutes good or bad.

    • I don’t agree with your stance on this topic. In my experience, these “irrelevant” details that do not directly affect my visit are what make the visit memorable. My position in both sales and marketing make it easy for me to see that customers look for more than just improvements to their daily tasks. When you walk into a store or a restaurant, it isn’t just the food or the service that makes it a great time. For me, it is the extra things like the layout or things like plants. The money spent may not seem like it’s coming back to you, but it still is worthwhile. If we just focused on the process for the customer, everyone would have the same sort of cookie cutter experience because everyone would focus on the same stuff. I think these little things make it better, even if not financially sound.

      • I get it, you disagree, but how do little things like plants make the experience better? If you want to go in a bank to get something done, won’t things like that get in the way? I like things more streamlined so I get done faster.

        • When you’ve been from the bottom to the top in sales and marketing, you learn that the little touches are what make things different. If you walk into 3 offices, all basically empty with same sales pitch and person but one office has a decorative urn or a painting on the wall, you’re going to remember that office with the extra decoration. It makes the room more like home and nicer to be in, and that will make it easier for you to relax. You might not get it, but go to a meeting next time and try to not remember what was around the room, like the nice bookshelf or the pictures on the desk. If you can, congratulations, but I think after you try this you’ll understand why even a plant can be important.