Mk Haley Talk - Helpful stuff

As a group we went and listened to Mk Haley talk about experience design at TePapa and we found it very interesting and useful. Here are some key notes we took down:

• An experience in a physical location is not mandatory for brands to create engaging experiences that connect a consumer with a brand in a positive way.
  
• Personalisation matters.
  
• How do you get them to go there?
  
• Experiences in a physical location is an oppurtunity for personalised attention.
  
• Create a memory/ unique experience.
  
• Achievements by solving something  - puzzles, clues, escape room, scavenger hunt...
  
• Auckland esape room  - the shed.
  
• Goals create memorable experiences.
  
• Safety and wellbeing.
  
• Need facts – access to real time info.
  
• Deeper engagement through closer experiences creates affinity and generates loyalty.
  
• First impressions.
  
• Word of mouth – you have a relationship with not just one consumer.
  
• Sensitivity to customer and their time.
  
• Living museums – have ways to provide demonstrations of historocal activities but are often theatre rather than engagement
  
• Event-ifying.
  
• People are more driven to visit museums of its a scheduled trip – 70%
  
• Food makes people wanna go!
  
• Community events attract people – singles night, sleepovers...
  
• Tokens are vauable – 'artefacts of my journey' – souviners have emotional value.
  
• A souviner evoke memories and stories, allows people to relive memories.
  
• Showcasing souvenirs allows the owner to re-live and store the stories of their adventure – evidence of an adventure, continue story.
  
• Exceed expectations!!!
  
• “ experiences deliver more lasting happiness than things”
  
• Assume guests are smarter than you – trust them, ask them questions.
  
• Leave things up to the guests, don't try to impose structure all the time.
  
• Cater to one time guests and regulars.
  
• People want to feel connected to a story.
  
• Customer satisfcation comes first.
  
• You want people to be talking about the experience.
  
• Guest expectation continuosly change.
  
• Meet needs and expecatations of every user eg. Elderly, disabled, deaf etc
  
• How do you want to impact guests.
  
• People want a unique experience - something they cant find anywhere else.