Designing Experiences

J. Robert Rossman
and Mathew D. Duerden

In an increasingly experience-driven economy, companies

that deliver great experiences thrive, and those that
do not die. Yet many organizations face difficulties
implementing a vision of delivering experiences beyond
the provision of goods and services while students and
aspiring professionals struggle to piece together the
principles of experience design from disparate, often
disconnected disciplines and approaches.
In this book, J. Robert Rossman and Mathew D. Duerden
present a comprehensive and accessible introduction
“Designing Experiences provides a much-needed
to experience design. They synthesize the fundamental
evolution in the delivery and execution of programs,
theories and methods from multiple disciplines and lay out
services, products, and experiences. Rossman and
a process for designing experiences from start to finish.
Rossman and Duerden challenge us to reflect on what Duerden present a contemporary approach to
makes a great experience from the user’s perspective, experience design, journey mapping, and design
drawing attention to both the macro and micro levels. They thinking that helps us understand the complexity of
present interdisciplinary research underlying key concepts designing experiences. Moreover, the book offers
such as memory, intentionality, and dramatic structure a refreshing resource, targeting multiple academic
in a down-to-earth style. Designing Experiences features disciplines that will benefit greatly from Rossman
detailed instructions and numerous real-world examples and Duerden’s framework and conceptualization of
that clarify theoretical principles, making it useful for experience design.”
students and professionals. An invaluable overview of a
—William W. Hendricks, Professor and Department
growing field, the book provides readers with the tools
they need to design innovative and indelible experiences. Head, Experience Industry Management Department,
California Polytechnic State University
J. ROBERT ROSSMAN is professor and dean emeritus
at the College of Applied Science and Technology at
Illinois State University. He is coauthor of Recreation
Programming: Designing and Staging Leisure Experiences
(seventh edition, 2015).
$30.00 / £24.00 cloth · 978-0-231-19168-5
MATHEW D. DUERDEN is associate professor in the $29.99 / £24.00 ebook · 978-0-231-54951-6
department of experience design and management at the COMING IN JULY 2019 224 pages
Marriott School of Business at Brigham Young University. Columbia Business School Publishing

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