Title: Design thinking and haunted houses
Context: If at first you don’t succeed, spook, spook again.
Synopsis: No one wants to deliver their customer a miserable experience. Well, almost no one. If your job is to scare the bejeezus out of people than a miserable experience might be just what the designer ordered. Still, if you are trying to make people’s hair stand on end and scream in terror then you had better try to make their hair stand straighter and scream louder than they ever have before. Success can sometimes be measured in smiles and positive sentiment, but other times tears and soiled undergarments might be a better metric to target. Either way, design thinking affords product teams the tools they need to empathize with their customer, iterate in order to focus in on their needs, and measure sentiment—happiness or horror—in order to understand how close you came to delivering the experience they expected. There are few things scarier to a user experience professional than unsatisfied users, even when their expectation is to be unpleasantly surprised.
Best Bit: “UX design and haunted attraction design have a ton in common—both require creativity, observation of human behavior, and problem solving to design a product tailored to a particular audience.”

via invisionapp.com