ABSTRACT

The process of translating customers’ needs and wishes into a design for a product that could meet or even exceed their expectations is called the design process. This third chapter reviews various approaches, methods, tools and techniques from the world of design science, and their relevance for designing experiences. Some of the methods, tools and techniques that are reviewed, are: objectives trees, reverse engineering, system mapping, the Kano method, the fish-trap model, rapid prototyping, blueprinting and spaghetti diagrams. This chapter highlights the differences between descriptive and prescriptive design models, and between a heuristic and a systematic or algorithmic approach to design. It also presents seven generic steps that cover the whole design process. For each step, the main reference points to account for are explained and several methods, tools and techniques that could be applied to complete it are highlighted. Finally, it establishes that designing experiences forms a particular design task with particular complications, which requires a dedicated approach to completing it successfully.