How To Use The Experience Framework?

First, it’s not a linear process. The moments are where we typically start since they provide us with the theme for the experiences offered but we find that constant improvements across all blocks provide the best results.

Second, we don’t need perfect execution of every block to create a memorable experience. Guests don’t average their experience, they remember the best – or worst if it’s stronger than the best – and the end of the experience. 

This means that most of what we do should go unnoticed by the guests so that they can be free to enjoy the moments. This gives us the freedom to choose which small details we want to amplify rather than trying to be perfect in every part of the experience.

Who Does What?

Every experience is centered around the ideal guest it’s built for and then personalized for the actual guests. They are an active participant in the creation of the moments and the perspectives they bring influence how the experience will be remembered.

The staff, whether they’re a guide, a cook or a front desk attendant, are the ones interacting directly with the guests. Their facilitation skills, both in the technical and service skills, play a critical role in how the guests will remember the experience.

The organization defines the types of moments offered, what makes an experience authentically theirs and how the constraints are addressed. It also provides the training and operating procedures that determine how the technical and service skills are implemented by the staff.