Corante

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

CO-AUTHORS

  • 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 ) >
    EXPERIENCE DESIGN:
    THE METAVERSE....

    CALENDAR OF EXPERIENCE DESIGN EVENTS
    (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
    NetDiver.Net
    DesignBoom
    Digital Thread
    Archinect
    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
    FutureLab
    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
    Nokia
    Herman Miller
    Steelcase
    IDEO
    Cooper Interactive Design
    Gensler
    Doblin Group
    Fitch
    Fit Associates
    Jump
    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
    AIGA DUX
    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!
    In the Pipeline: Don't miss Derek Lowe's excellent commentary on drug discovery and the pharma industry in general at In the Pipeline

    Total Experience

    « Minimize Choice/Change | Main | How Hot Is It? »

    September 10, 2005

    Relaunching Total Experience

    Email This Entry

    Posted by Bob Jacobson

    View image
    It’s time to relaunch Total Experience. Summer’s sloth is over, fiscal years are ready to begin, and it’s time to bring in the harvest.

    Paula’s and my experience leads us to an unavoidable conclusion, one that has yet to percolate thoroughly within the experience-design community: to become a professional practice, and to be taken as the same, experience design needs constraints. So, how do we characterize “experience design,” its content and boundaries? What gives it value and meaning?

    Here’s a definition we’re batting around:

    Experience design is about the design of environments -- from conception through deployment – that convey an idea, engender an emotion, and catalyze action.

    Put another way, for our purposes, immersive sensorial environments created by experience designers generate affects that result in effects. We are what we experience.

    Paula and I propose a practical purpose for TE: to identify, critique, and recommend exceptional experience design that’s happening today. Here’s an indicative list of issues and cases that we hope to address over the next six months, things that matter to us (in no particular order):

    * Designing Experience Design: Creating Our profession
    * Interdisciplinary/holistic/synergistic/integrated Design
    * Las Vegas: Our National Exhibition of Experience Design?
    * Case Study: Designing the Washington Mutual Experience
    * Case Study: Designing the Starbucks Experience
    * The Evolution of the Shopping Mall
    * Sports Arenas: Minimal Design, Maximal Experience
    * Who Will Be The David Macauley of Experience Design?
    * The Design and Consequence of Refugee Camps
    * Macro-Experience Design: RAND’s “Arc” for Palestine
    * Virtual Environments: The Skew of Military Patronage
    * Envisioning the “Learning Environment,” 1880-2005
    * The Coming Surgical Room
    * Hell House: Sin, Redemption, and a Lot of Fake Blood
    * Where Does Experience Design Reside: In the Plan, Its Implementation, or the Experiencer?

    While you send us your comments, we’re going to get going, developing TE in practice while we develop experience design in theory. Welcome to the relaunch of Total Experience!

    -- Bob Jacobson, Co-Author

    Comments (2) + TrackBacks (0) | Category: TE Blog


    COMMENTS

    1. Diane Ronayne on September 20, 2005 9:29 PM writes...

    Hi - Nancy Napier at BSU led me to this website. As it happened, I had read the following commentary about New Orleans just before I read your comments about designing experience. It struck me that in New Orleans, the people described below were designing experience--or trying to. Then again, I may be way off the mark with what you're doing, in which case, I apologize.
    Diane Ronayne, Boise

    Trapped in New Orleans.

    The following was sent by the American Friends Service Committee and picked up by a Buddhist list-serve. The writers, LARRY BRADSHAW and LORRIE BETH SLONSKY, are emergency medical services (EMS) workers from San Francisco and contributors to Socialist Worker. They were attending an EMS conference in New Orleans when Hurricane Katrina struck. They spent most of the next week trapped by the flooding--and the martial law cordon around the city.


    Trapped in New Orleans, First By the Floods, Then By Martial Law
    By LARRY BRADSHAW and LORRIE BETH SLONSKY

    Two days after Hurricane Katrina struck New Orleans, the Walgreens store at the corner of Royal and Iberville Streets in the city's historic French Quarter remained locked. The dairy display case was clearly visible through the widows. It was now 48 hours without electricity, running water, plumbing, and the milk, yogurt, and cheeses were beginning to spoil in the 90-degree heat.

    The owners and managers had locked up the food, water, pampers and prescriptions, and fled the city. Outside Walgreens' windows, residents and tourists grew increasingly thirsty and hungry. The much-promised
    federal, state and local aid never materialized, and the windows at Walgreens gave way to the looters.

    There was an alternative. The cops could have broken one small window and distributed the nuts, fruit juices and bottled water in an organized and systematic manner. But they did not. Instead, they spent hours playing cat and mouse, temporarily chasing away the looters.

    We were finally airlifted out of New Orleans two days ago and arrived home on Saturday. We have yet to see any of the TV coverage or look at a newspaper. We are willing to guess that there were no video images or front-page pictures of European or affluent white tourists looting the
    Walgreens in the French Quarter.

    We also suspect the media will have been inundated with "hero" images of the National Guard, the troops and police struggling to help the "victims" of the hurricane. What you will not see, but what we witnessed, were the real heroes and sheroes of the hurricane relief
    effort: the working class of New Orleans.

    The maintenance workers who used a forklift to carry the sick and disabled. The engineers who rigged, nurtured and kept the generators running. The electricians who improvised thick extension cords stretching over blocks to share the little electricity we had in order to free cars stuck on rooftop parking lots. Nurses who took over for
    mechanical ventilators and spent many hours on end manually forcing air into the lungs of unconscious patients to keep them alive. Doormen who rescued folks stuck in elevators. Refinery workers who broke into boat
    yards, "stealing" boats to rescue their neighbors clinging to their roofs in flood waters. Mechanics who helped hotwire any car that could be found to ferry people out of the city. And the food service workers who scoured the commercial kitchens, improvising communal meals for
    hundreds of those stranded.

    Most of these workers had lost their homes and had not heard from members of their families. Yet they stayed and provided the only infrastructure for the 20 percent of New Orleans that was not under water.

    ON DAY Two, there were approximately 500 of us left in the hotels in the French Quarter. We were a mix of foreign tourists, conference attendees like ourselves and locals who had checked into hotels for safety and shelter from Katrina.

    Some of us had cell phone contact with family and friends outside of New Orleans. We were repeatedly told that all sorts of resources, including the National Guard and scores of buses, were pouring into the city. The
    buses and the other resources must have been invisible, because none of us had seen them.

    We decided we had to save ourselves. So we pooled our money and came up with $25,000 to have ten buses come and take us out of the city. Those who didn't have the requisite $45 each were subsidized by those who did
    have extra money.

    We waited for 48 hours for the buses, spending the last 12 hours standing outside, sharing the limited water, food and clothes we had. We created a priority boarding area for the sick, elderly and newborn babies. We waited late into the night for the "imminent" arrival of the buses. The buses never arrived. We later learned that the minute they
    arrived at the city limits, they were commandeered by the military.

    By Day Four, our hotels had run out of fuel and water. Sanitation was dangerously bad. As the desperation and despair increased, street crime as well as water levels began to rise. The hotels turned us out and locked their doors, telling us that "officials" had told us to report to
    the convention center to wait for more buses. As we entered the center of the city, we finally encountered the National Guard.

    The guard members told us we wouldn't be allowed into the Superdome, as the city's primary shelter had descended into a humanitarian and health hellhole. They further told us that the city's only other shelter--the
    convention center--was also descending into chaos and squalor, and that the police weren't allowing anyone else in.

    Quite naturally, we asked, "If we can't go to the only two shelters in the city, what was our alternative?" The guards told us that this was our problem--and no, they didn't have extra water to give to us. This would be the start of our numerous encounters with callous and hostile "law enforcement."

    WE WALKED to the police command center at Harrah's on Canal Street and were told the same thing--that we were on our own, and no, they didn't have water to give us. We now numbered several hundred.

    We held a mass meeting to decide a course of action. We agreed to camp outside the police command post. We would be plainly visible to the media and constitute a highly visible embarrassment to city officials. The police told us that we couldn't stay. Regardless, we began to settle
    in and set up camp.

    In short order, the police commander came across the street to address our group. He told us he had a solution: we should walk to the Pontchartrain Expressway and cross the greater New Orleans Bridge to the south side of the Mississippi, where the police had buses lined up to
    take us out of the city. The crowd cheered and began to move. We called everyone back and explained to the commander that there had been lots of misinformation,
    so was he sure that there were buses waiting for us. The commander turned to the crowd and stated emphatically, "I swear to you that the buses are there."

    We organized ourselves, and the 200 of us set off for the bridge with great excitement and hope. As we marched past the convention center, many locals saw our determined and optimistic group, and asked where we
    were headed. We told them about the great news.

    Families immediately grabbed their few belongings, and quickly, our numbers doubled and then doubled again. Babies in strollers now joined us, as did people using crutches, elderly clasping walkers and other people in wheelchairs. We marched the two to three miles to the freeway and up the steep incline to the bridge. It now began to pour down rain, but it didn't dampen our enthusiasm.

    As we approached the bridge, armed sheriffs formed a line across the foot of the bridge. Before we were close enough to speak, they began firing their weapons over our heads. This sent the crowd fleeing in various directions.

    As the crowd scattered and dissipated, a few of us inched forward and managed to engage some of the sheriffs in conversation. We told them of our conversation with the police commander and the commander's
    assurances. The sheriffs informed us that there were no buses waiting. The commander had lied to us to get us to move.

    We questioned why we couldn't cross the bridge anyway, especially as there was little traffic on the six-lane highway. They responded that the West Bank was not going to become New Orleans, and there would be no
    Superdomes in their city. These were code words for: if you are poor and Black, you are not crossing the Mississippi River, and you are not getting out of New Orleans.

    OUR SMALL group retreated back down Highway 90 to seek shelter from the rain under an overpass. We debated our options and, in the end, decided to build an encampment in the middle of the Ponchartrain Expressway--on the center divide, between the O'Keefe and Tchoupitoulas exits. We reasoned that we would be visible to everyone, we would have some security being on an elevated freeway, and we could wait and watch for
    the arrival of the yet-to-be-seen buses.

    All day long, we saw other families, individuals and groups make the same trip up the incline in an attempt to cross the bridge, only to be turned away--some chased away with gunfire, others simply told no, others verbally berated and humiliated. Thousands of New Orleaners were prevented and prohibited from self-evacuating the city on foot.

    Meanwhile, the only two city shelters sank further into squalor and disrepair. The only way across the bridge was by vehicle. We saw workers stealing trucks, buses, moving vans, semi-trucks and any car that could
    be hotwired. All were packed with people trying to escape the misery that New Orleans had become.

    Our little encampment began to blossom. Someone stole a water delivery truck and brought it up to us. Let's hear it for looting! A mile or so down the freeway, an Army truck lost a couple of pallets of C-rations on a tight turn. We ferried the food back to our camp in shopping carts.

    Now--secure with these two necessities, food and water--cooperation, community and creativity flowered. We organized a clean-up and hung garbage bags from the rebar poles. We made beds from wood pallets and
    cardboard. We designated a storm drain as the bathroom, and the kids built an elaborate enclosure for privacy out of plastic, broken umbrellas and other scraps. We even organized a food-recycling system where individuals could swap out parts of C-rations (applesauce for babies and candies for kids!).

    This was something we saw repeatedly in the aftermath of Katrina. When individuals had to fight to find food or water, it meant looking out for yourself. You had to do whatever it took to find water for your kids or food for your parents. But when these basic needs were met, people began to look out for each other, working together and constructing a community.

    If the relief organizations had saturated the city with food and water in the first two or three days, the desperation, frustration and ugliness would not have set in.

    Flush with the necessities, we offered food and water to passing families and individuals. Many decided to stay and join us. Our encampment grew to 80 or 90 people.

    From a woman with a battery-powered radio, we learned that the media was talking about us. Up in full view on the freeway, every relief and news organizations saw us on their way into the city. Officials were being asked what they were going to do about all those families living up on
    the freeway. The officials responded that they were going to take care of us. Some of us got a sinking feeling. "Taking care of us" had an ominous tone to it.

    Unfortunately, our sinking feeling (along with the sinking city) was accurate. Just as dusk set in, a sheriff showed up, jumped out of his patrol vehicle, aimed his gun at our faces and screamed, "Get off the fucking freeway." A helicopter arrived and used the wind from its blades
    to blow away our flimsy structures. As we retreated, the sheriff loaded up his truck with our food and water.

    Once again, at gunpoint, we were forced off the freeway. All the law enforcement agencies appeared threatened when we congregated into groups of 20 or more. In every congregation of "victims," they saw "mob" or "riot." We felt safety in numbers. Our "we must stay together" attitude
    was impossible because the agencies would force us into small atomized groups.

    In the pandemonium of having our camp raided and destroyed, we scattered once again. Reduced to a small group of eight people, in the dark, we sought refuge in an abandoned school bus, under the freeway on Cilo
    Street. We were hiding from possible criminal elements, but equally and definitely, we were hiding from the police and sheriffs with their martial law, curfew and shoot-to-kill policies.

    The next day, our group of eight walked most of the day, made contact with the New Orleans Fire Department and were eventually airlifted out by an urban search-and-rescue team.

    We were dropped off near the airport and managed to catch a ride with the National Guard. The two young guardsmen apologized for the limited response of the Louisiana guards. They explained that a large section of
    their unit was in Iraq and that meant they were shorthanded and were unable to complete all the tasks they were assigned.

    WE ARRIVED at the airport on the day a massive airlift had begun. The airport had become another Superdome. We eight were caught in a press of humanity as flights were delayed for several hours while George Bush landed briefly at the airport for a photo op. After being evacuated on a Coast Guard cargo plane, we arrived in San Antonio, Texas.

    There, the humiliation and dehumanization of the official relief effort continued. We were placed on buses and driven to a large field where we were forced to sit for hours and hours. Some of the buses didn't have air conditioners. In the dark, hundreds of us were forced to share two filthy overflowing porta-potties. Those who managed to make it out with any possessions (often a few belongings in tattered plastic bags) were subjected to two different dog-sniffing searches.

    Most of us had not eaten all day because our C-rations had been confiscated at the airport--because the rations set off the metal detectors. Yet no food had been provided to the men, women, children, elderly and disabled, as we sat for hours waiting to be "medically screened" to make sure we weren't carrying any communicable diseases.

    This official treatment was in sharp contrast to the warm, heartfelt reception given to us by ordinary Texans. We saw one airline worker give her shoes to someone who was barefoot. Strangers on the street offered us money and toiletries with words of welcome.

    Throughout, the official relief effort was callous, inept and racist. There was more suffering than need be. Lives were lost that did not need to be lost.
    ----------

    Permalink to Comment

    2. Paula Thornton on November 4, 2005 7:44 AM writes...

    Diane: The innate ability for humans to be creative is one of the most underutilized natural resource that we have. While well-intentioned activists run around trying to get the attention of many who have no interest in their message, there are millions of people who leave vast resources of creativity that can touch human lives untapped.

    The many examples that can be found of human creativity at work when all 'normal' methods of operating have failed, is not astounding. It's darn right normal. What is astounding is that it takes a disaster for people to step past inertia. We tollerate all sorts of bad experiences on a daily basis, and often do nothing to work toward changing it. Many think that no change can be affected. Finding ways to influence change in the face of all possible obstacles is the ultimate accomplishment of the human potential.

    We need more of it.

    Permalink to Comment

    POST A COMMENT




    Remember Me?



    EMAIL THIS ENTRY TO A FRIEND

    Email this entry to:

    Your email address:

    Message (optional):




    RELATED ENTRIES
    Making Lemonade
    Amazon Kindle: Video Review
    Davos 2008: Collaborative Innovation at the Global Country Club
    Designing Today for a Very Different Tomorrow: Suggestions for the coming Age of Austerity
    Designing Today for a Very Different Tomorrow: The coming Age of Austeriy
    Amazon Kindle: A New Experience Channel
    Shine Doesn't Matter
    Prisoners in the Digital Panopticon: The Experience of Constant Surveillance -- Or, When Bad Things Beckon to Good Designers