Sometimes, as a part of the initial experience design workshops we conduct for our clients, we include an exercise asking them to think about and share some delightful product or service experiences that they have had recently. After they share these experiences, we ask them to describe what made it delightful.
For purposes of the exercise, we define “delightful” as an experience that exceeds expectations and is something that was so good that you want to share the story of the experience with other people.
