People, Process, EnvironmentExperiences are a system

Much like our mind-body-spirit system is an interwoven expression of what we come to know as ourselves, experiences are also an interwoven system comprised of three aspects:

  • people – attitudes and actions
  • processes – how things work and flow, or don’t
  • sensory environment – tangible sights, smells, sounds, textures, and even tastes

To curate meaningful experiences these three aspects need to be consistently aligned toward the same desired emotions – what we call the Emotional Target. Recall that this works because it’s the way human beings and nature work. See the neuroscience and quantum physics section to learn more.

Tools for experience practices make it easy to align the experience system and inspire employees

We all use a variety of tools daily. To bring an experience strategy to life and make it a living, evolving experience, tools are written guidelines that every employee can apply as a practice – every moment of the day. Tools are simply written guidelines that make it easy for each person to be with the desired experience, regardless of what they are doing. Everyone can apply relevant tools to their role. Tools equip and empower organizations to:

  • Consistently deliver an experience that creates value and loyalty
  • See rapid results with minimal investment
  • Easily execute implementation
  • Create awareness, which is the foundation of inside-out change
  • Provide clear and consistent direction
  • Keep employee and customer needs front and center in the organization
  • Increase operational efficiencies

Tailoring tools for your needs

We work with you to understand you business, your customers and your emotional and rational needs. That can be accomplished in a couple facilitated discussions and equipping you with our Experience Awareness Tool. From there, we to our version of R&D to mix our knowledge of experiences with your needs to write the tools. Tools can be created for an organization, a brand or product, or even an industry, like our approach with healthcare and focusing the tools on creating a healing experience.

NautalusMost popular tools

Emotional Target

This tool is mandatory. It may be the only tool you need. This is the unifying key that empowers everyone in your organization to establish emotional connection with your employee’s and customer’s. That’s what creates loyalty.

Metaphors for Processes

Metaphors are magic. Understanding the key metaphors relevant to your experience and using those as a key ingredient in what your curate innately results in a meaningful experience. We’ll share an example. In healthcare one of the metaphors is movement. How often in the heatlhcare system to patients feel stopped? Imagine if processes, roles and language were consciously curated to create a sense of movement. How would you feel as a result?

Experience Roles

Job descriptions fall flat as a means to curate the experience. Roles create meaning in every moment and bring forward people’s inner qualities that will radiate the desired feelings in the Emotional Target.

Language guidelines

Language, whether written or verbal, drives behavior. Modifying language to align to the Emotional Target and attitudes and behaviors change as a result. Language Guidelines also eliminate the need for detailed scripts.

Sensory Palette

The Sensory Palette gives you a list of colors, aromas, sounds, textures and tastes that specifically relate to your Emotional Target. This goes beyond archectural design. Apply to everything tangible, from housekeeping to marketing collateral.

Journey Map

Everyone who works in experience management has some sort of process like this, so there’s nothing unique about this – it’s a great way to break down experience components and focus priorities. What is different is we equip you to do it yourself.