TOTAL EXPERIENCE explores designing for experience: its theory, its practice, and how designing for experiences affects us socially and in our personal lives.


  • Bob Jacobson
  • Paula Thornton
  • BOB JACOBSON is fascinated by the experience of experience. A planner and technologist, Bob has a Ph.D. in Urban Planning & Design from UCLA. He's been a policy researcher, technology CEO, science writer, and consultant. As a Fulbright Scholar, he studied cellular telephony's impacts on transborder communities in the Nordic Arctic Circle. Bob edited Information Design (MIT Press 2000) and is now writing a book on the theory and practice of creating edifying, transformative experiences.
    ( Archive | Contact Bob )
    CORANTE PAULA THORNTON says, "Understanding human behavior (economics), optimizing interactions (design) and facilitating conversations (markets), are the means to achieve strategic differentiation. This is the focus of our discipline. It is not a 'nice to have'‚ and is not, like documentation once was, an afterthought. It is the means by which to start a strategic discussion and the means by which to drive a tactical initiative. All design should be evidence-based."
    ( Archive | Contact Paula ) >

    (Courtesy of Mark Vanderbeeken, Experientia SpA, Torino)

    Experience Design Websites
    Core 77 Website & Forum
    Business Week|Innovate
    InfoD: Understsanding by Design
    The Wayfinding Place
    Wayfinding Focus
    Design Addict
    L-ARCH (Landscape Architecture Mailing List)
    DUX 2007 Conference
    Digital Thread
    Enmeshed, Digital Arts & New Media
    Ludology (Game Playing Theory)
    Captology, Persuasive Computing
    Space and Culture
    Raskin Center for Humane Interfaces
    timet (acoustical design)
    Steve Portigal, Ethnographer
    Jane McGonigal's Avant Game
    Ted Wells' living : simple
    PingMag (Japan)

    Experience Design Blogs
    Adam Greenfield's Speedbird
    Experience Designer Network (Brian Alger)
    SmartSpace: Annotated Environments (Scott Smith)
    Don Norman
    Doors of Perception (John Thackara)
    Karl Long's Experience Curve
    Work•Play•Experience (Adam Lawrence)
    The David Report (David Carlson)
    Design & Emotion (Marco van Hout)
    Museum 2.0 (Nina Simon)
    B J Fogg
    Lorenzo Brusci (acoustics)
    Cool Town Studios
    Steve Portigal
    Debbie Millman
    MIT Culture Convergence Consortium
    Luke Wroblewski, Functioning Form|Interface Design
    Adam Richardson
    Putting People First (Paul Vanderbeeken/Experientia
    Laws of Simplicity (John Maeda)
    Challis Hodge's UX Blog
    Anne Galloways's Purse Lips Square Jaw
    Bruno Giussani's Lunch over IP
    Jane McGonigal's Avant-Game The Future of Work

    Experience Design Podcasts
    Ted Wells' living : simple Podcast
    Design Matters Podcast, Debbie Millman
    Icon-o-Cast Podcast, Lunar Design

    Experience Design Firms and ED-Oriented Manufacturers
    Barry Howard Limited
    Hilary Cottam
    LRA Worldwide, Inc.
    BRC Imagination Arts
    Stone Mantel
    Experientia s.r.l
    Herman Miller
    Cooper Interactive Design
    Doblin Group
    Fit Associates
    Strategic Horizons LLC (Joe Pine & Jim Gilmore)
    Cheskin Fresh Perspectives

    Education and Advocacy
    Centre for Design Research, Northumbria University (UK)
    Center for Design Research, Stanford University
    International Institute of Information Design (IIID)
    Design Management Institute
    Interaction Institute IVREA
    Design Research Institute (UK)
    UC Berkeley Center for Environmental Design Research
    History of Consciousness, UCSC
    Design News Magazine
    Society for Environmental Graphic Design (SEGD)
    Design Museum London
    Center for Sustainable Design
    Horizon Zero, Digital Arts+Culture in Canada
    Design Council UK
    First Monday

    Total Experience on Technorati
    Technorati Profile

    Get Camino!

    Total Experience

    Category Archives

    February 1, 2008

    Amazon Kindle: Video Review

    Email This Entry

    Posted by Paula Thornton

    Comments (1) + TrackBacks (0) | Category: Innovation & Concept Design

    January 21, 2008

    Davos 2008: Collaborative Innovation at the Global Country Club

    Email This Entry

    Posted by Bob Jacobson

    As it does each year at this time, the World Economic Forum is happening in Switzerland, holds its annual intellectual funfest for the high and the mighty. The WEF, a nonprofit institute officially dedicated to “improving the state of the world” -- and funded accordingly -- stages this annual meeting, more commonly known as the “Davos Conference,” for the city where this event takes place. Attending Davos costs tens of thousands of dollars -- and you have to be invited. In evidence are CEOs and investors (first and foremost), political leaders (including Presidents and Prime Ministers), and cultural leaders (ranging from the Pope to Bono). In short, Davos is a temporary global country club, with skiing takes the place of golf or sailing mega-yachts. In WEF's defense, it does host a whole lot of interesting sessions at Davos, with titles that wet one's whistle -- but for the 99.9999999% of us without invitations, they hardly matter. Just a lot of fizz and fizzle.

    Davos' theme this year is “The Power of Global Collaboration” (described in a “We Are the World”-like video), in this case as applied to solving the world's problems and not just building better mousetraps or Internet social networks. Bruce Nussbaum, Business Week's Design Editor, sagely reports this week that Davos 2008 is really about three things: officially, innovation as a source of solutions (to what seem to me puny problems, when seen against a backdrop of environmental catastrophe); unofficially, heading off the coming “world economic recession” (which, should it be truly on that scale, will probably rate being called a “depression”), a feat that Davos' PR terms “ensuring growth in 2008”; and most importantly, reaffirming the attendees' co-membership in Davos' exclusive global country club. Side issues that will be discussed, but predictably not solved, will include terrorism, climate change, and water scarcity. How statesmanlike. How safe. How status quo.

    What's fascinating to me, and what prompted me to blog about Davos -- which otherwise merits the attention paid to the Cannes Film Festival, which it resembles -- is the juxtaposition of collaborative innovation, a process of management, with world economic recession and a massively messed-up global ecosystem -- graphic testimonials to how badly things have been managed so far and continue to be, Davos notwithstanding. Is collaborative innovation (which I teach) up to solving the world economic crisis? Only if the right conditions for innovation to take place are met.

    The first of those conditions is to eliminate all mental constraints at the get-go and allow creativity free reign, at least during the run up to developing concrete solutions. It's important (a) not to set one's future event horizon too short, lest you merely reify the present; and (b) consider every possibility, lest an unexpected solution escape notice. The second of these conditions is to include all stakeholders in the innovation process, and not merely CEOs, political leaders, and Popes.

    So how real is the Davos commitment to innovation?

    First, what options and alternative are permitted to be discussed at Davos? Is creating and funding a global economic safety net, as the UN has proposed, on the table? What about a more equitable distribution of global wealth? How about rich nations taxing themselves for their disproportionately enormous economic and environmental demands on already terrifically strained physical and social environments, then putting the revenues in a global fund to deal with real global problem-solving? Is unbridled immigration from poor nations to rich an open option? A world government? A universal social democracy? Corporations devoting 25% of their income (not just five percent of their profits) to fighting climate change? Not surprisingly, these options are non-starters at Davos.

    Second, who gets to participate? Is the Davos collaborative innovation space full of people including representatives of the global population that this collaborative innovation is out to effect? Are you kidding?

    Collaborative innovation, as its described in Davos own PR and as represented by the speakers invited to discuss innovation, looks a lot like innovation talked about in corporate boardrooms, political smoke-filled rooms, and media situation rooms: how to get out a better product, a more compelling service, make people work harder but happier, etc., etc.

    Not that global crises are going unnoticed. In addition to many, many niche meetups on the pressing sidebar topics mentioned above (terrorism, water, how we understand our bodies, dealing with global poverty, etc.) which the avant-garde can attend, if you're at Davos you can buy offsets and drive hybrids, thus salving your conscience after traveling first class by air (a huge CO2, ozone-killing activity) and while being waited upon like a modern mogul, eating as perhaps 1% of the world population does regularly, and if you're an expert guest, sit at the feet of economic and political satraps like intellectual court jesters.

    (Image: Global Warming, Climate Change, Greenhouse Warning)

    Comments (0) + TrackBacks (0) | Category: Commentary | ED Projects of Note | Innovation & Concept Design

    October 23, 2007

    True Cross-Channel Experience

    Email This Entry

    Posted by Paula Thornton

    Don't know if you've tried this yet. Amazon offers a great example of a true cross-channel experience.

    Cross-Channel 1: Online to Real Time
    I had some books to return. I filled out the return information online and a return label was provided for me to print, tieing the box to my online entry. It made the return easy (which with my schedule is a critical barrier for entry).

    Cross-Channel 2: Email to Online to Phone
    I got an email today indicating that the box had been received on their end. The details of the return had an 'issue' (I was charged for return postage when I should not have been). I clicked through the email (I wanted to reply -- which I couldn't, but that's a different issue) to online and saw the option to contact Amazon by phone. A small window pops and asks for my phone number. I barely had pressed return and my phone was ringing! The item was resolved in 5 minutes.

    Cross-Channel 3: Phone to Email
    Back into my email, and there's already an inquiry asking me if my issue was resolved to my satisfaction. Even better, there were two separate links: one to click if I was satisfied, a different one if I was not. [and there's a closing of the loop]

    That's a Total Experience!

    Now, if they could just do something simple like offer me a complete inventory (list) of all the titles of books I've ever ordered (instead of asking me to open hundreds of orders to uncover that data -- and then do what? make my own list?).


    Something I hadn't really noticed (reinforcing this message), is that Amazon no longer really has a header with their logo prominently featured. Their logo is only one of the tabs...taking up miniscule real estate. Thanks to Luke Wroblewski for capturing this entire visual evolution. Apparently this change has been in place for 2 years.

    See, evolving design really does work!

    Comments (0) + TrackBacks (0) | Category: Innovation & Concept Design

    October 2, 2007

    SRI "Discipline of Innovation" Express Workshop, St. Petersberg, FL, Oct 10

    Email This Entry

    Posted by Bob Jacobson

    0a0476be642b4d54b301624da3790d96.jpgSRI International, for whom I worked as a futurist and commercialization expert in the late 1990s and 2000s, is presenting a "Discipline of Innovation" Express Workshop for the Tampa Bay (FL) Technology Forum in St. Petersberg on October 10, 2007, at the Poynter Institute.

    I'm glad to see SRI coming out. SRI, located in Menlo Park, CA, is the original home of scenario planning and the Mother Ship to such better-known spinoffs as the Global Business Network. Long before "innovation" was a household word and "ethnography" the darling of the business set, SRI was plugging along developing tools like the unmatchable VALS (Value & Lifestyles System) and SCAN to track new technology and social trends. Perhaps because it's nonprofit, SRI maintains a relatively low profile -- but its social and technology innovations are impressive. They often get implemented because the organization cultivates a sterling client list of Global 100 corporations and governments, long-time clients here and abroad. When SRI comes up with a good idea, there's money to move the idea forward to prototype and implementation.

    Presenting at this event are William W. Wilmot, Co-Creator, SRI Discipline of Innovation Workshop; Co-Author, Innovation: The Five Disciplines for Creating What Customers Want; and Peter Marcotullio, Director, SRI Business Development of Engineering and Systems. Innovation comes to Florida. Sounds tasty.

    Comments (0) + TrackBacks (0) | Category: Events and Happenings | Innovation & Concept Design