“Design is not just what it looks like and feels like. Design is how it works.” — Steve Jobs
From Concept to Craft: The How of Experience Design
In Part 1, we explored what Experience Design (ExD) is and why it matters — the art and intentionality behind creating moments that move people.
Now we shift to the how: how do we translate insight into experience, and vision into impact?
Experience Design is about crafting an emotional and cognitive journey — the arc of anticipation, immersion, and reflection.
Whether you’re leading a team off-site, hosting a client program, or re-imagining a digital onboarding process, the goal is the same:
to create experiences that connect people to purpose and spark meaningful action.
Three Core Design Principles
The Conversation Sparker Experience Roadshow™ was born from this very philosophy — that learning and change stick when people are invited to experience ideas together.
Each Roadshow event blends conversation, creativity, and connection through tools like the Conversation Sparker Cards, Reconnecting Workspaces Dice, and Charms.
Participants don’t just learn concepts — they live them. They move between reflective rounds, small-group dialogues, and hands-on activities that activate multiple modes of thinking.
The design follows four phases:
Every event feels different because it’s co-created with participants — no two Roadshow experiences are the same.
CX Strategy and Experience Design
In your CX (“Customer Experience”) strategy work, Experience Design shows up as the bridge between brand promise and human delivery.
It’s not just about the customer journey — it’s about the emotional journey. When an organization intentionally designs how people feel across their touchpoints, loyalty and engagement grow.
Key questions to integrate into any CX design conversation:
Every touchpoint becomes a chance to reinforce purpose and brand identity through feeling and flow.
Designing for Impact: A Simple Framework
Use these four design questions as a checklist for any program or interaction:
Closing Reflection
As AI reshapes our systems, the human experience becomes our greatest differentiator.
Experience Design ensures that learning, leadership, and customer journeys remain anchored in emotion, meaning, and memory.
Ask yourself:
“What do I want people to feel after interacting with me, my team, or my brand?”
That answer is your design starting point.
Attribution
Written by Jennifer Britton, MES, PCC, CPT, CHRL — Founder of Potentials Realized and recognized globally as a pioneer in group and team coaching. Author of From One to Many, Effective Virtual Conversations, Reconnecting Workspaces, and Activate Your Group and Team Coaching Superpowers.
A Human Connection Architect and award-winning coach, Jennifer helps leaders, teams, and solopreneurs thrive in an AI-enabled world by blending conversation, creativity, and experiential design.
SUBSTACK –
🌟 Designing Experiences That Stick and Spark Change
We remember how something made us feel more than what it said.
That’s the power of Experience Design — intentionally crafting moments that connect, engage, and transform.
In my latest two-part series, I explore:
🔹 Part 1: What Experience Design Is and Why It Matters — how it shapes trust, learning, and transformation.
🔹 Part 2: How to Design for Connection and Impact — practical ways to bring it to life through the Conversation Sparker Experience Roadshow™ and CX Strategy work.
In an AI-enabled world, it’s the human experience that sets us apart.
✨ Read the series on Substack: [insert Substack link]
💬 Join the conversation on LinkedIn: What’s one experience that changed how you lead, learn, or create connection?
#ExperienceDesign #ConversationSparker #CoachingAndChange #FutureOfWork #LeadershipDevelopment #CXStrategy
From Concept to Craft: The How of Experience Design
In Part 1, we explored what Experience Design (ExD) is and why it matters — the art and intentionality behind creating moments that move people.
Now we shift to the how: how do we translate insight into experience, and vision into impact?
Experience Design is about crafting an emotional and cognitive journey — the arc of anticipation, immersion, and reflection.
Whether you’re leading a team off-site, hosting a client program, or re-imagining a digital onboarding process, the goal is the same:
to create experiences that connect people to purpose and spark meaningful action.
Three Core Design Principles
- Anchor in Intention.
Begin with a question: What do I want people to feel, learn, and do because of this experience?
This clarity becomes your north star. Every touchpoint — the space, tone, pace, and sequence — should align with that intent. - Design for the Senses.
We learn through sight, sound, touch, and emotion. Engage the whole person by using visuals, movement, soundscapes, and story.
When experiences are multi-sensory, they become memorable — and meaningful. - Build in Moments of Meaning.
Every great experience includes moments to pause, connect, and reflect. These are the “emotional anchors” that turn activity into insight.
Think of them as conversation sparks — short bursts that invite curiosity and connection.
The Conversation Sparker Experience Roadshow™ was born from this very philosophy — that learning and change stick when people are invited to experience ideas together.
Each Roadshow event blends conversation, creativity, and connection through tools like the Conversation Sparker Cards, Reconnecting Workspaces Dice, and Charms.
Participants don’t just learn concepts — they live them. They move between reflective rounds, small-group dialogues, and hands-on activities that activate multiple modes of thinking.
The design follows four phases:
- Pause: Create space for awareness and presence.
- Focus: Clarify what matters most for the individual or team.
- Create: Engage in exploration and sense-making.
- Activate: Commit to action and integration.
Every event feels different because it’s co-created with participants — no two Roadshow experiences are the same.
CX Strategy and Experience Design
In your CX (“Customer Experience”) strategy work, Experience Design shows up as the bridge between brand promise and human delivery.
It’s not just about the customer journey — it’s about the emotional journey. When an organization intentionally designs how people feel across their touchpoints, loyalty and engagement grow.
Key questions to integrate into any CX design conversation:
- What does trust feel like for our clients or teams?
- Where do our current processes create connection — and where do they erode it?
- What small moments could we elevate to create surprise and delight?
Every touchpoint becomes a chance to reinforce purpose and brand identity through feeling and flow.
Designing for Impact: A Simple Framework
Use these four design questions as a checklist for any program or interaction:
- Why does this matter? (Purpose + desired impact)
- Who is it for? (People + their needs and motivations)
- What will they remember? (Key moments + meaning)
- How will they act differently? (Integration + next steps)
Closing Reflection
As AI reshapes our systems, the human experience becomes our greatest differentiator.
Experience Design ensures that learning, leadership, and customer journeys remain anchored in emotion, meaning, and memory.
Ask yourself:
“What do I want people to feel after interacting with me, my team, or my brand?”
That answer is your design starting point.
Attribution
Written by Jennifer Britton, MES, PCC, CPT, CHRL — Founder of Potentials Realized and recognized globally as a pioneer in group and team coaching. Author of From One to Many, Effective Virtual Conversations, Reconnecting Workspaces, and Activate Your Group and Team Coaching Superpowers.
A Human Connection Architect and award-winning coach, Jennifer helps leaders, teams, and solopreneurs thrive in an AI-enabled world by blending conversation, creativity, and experiential design.
SUBSTACK –
🌟 Designing Experiences That Stick and Spark Change
We remember how something made us feel more than what it said.
That’s the power of Experience Design — intentionally crafting moments that connect, engage, and transform.
In my latest two-part series, I explore:
🔹 Part 1: What Experience Design Is and Why It Matters — how it shapes trust, learning, and transformation.
🔹 Part 2: How to Design for Connection and Impact — practical ways to bring it to life through the Conversation Sparker Experience Roadshow™ and CX Strategy work.
In an AI-enabled world, it’s the human experience that sets us apart.
✨ Read the series on Substack: [insert Substack link]
💬 Join the conversation on LinkedIn: What’s one experience that changed how you lead, learn, or create connection?
#ExperienceDesign #ConversationSparker #CoachingAndChange #FutureOfWork #LeadershipDevelopment #CXStrategy
Jennifer Britton, MES, ACTC – PCC, CHRL, CPT
CEO and Founder - Potentials Realized.com
Creator of the ICF-CCE approved pathway to the ACTC - Group Coaching Essentials.ca
Conversation Sparker Experiential Tools and Consulting
Team Strengths Days Using Gallup Strengths
Contact: 1-416-996-8326
Email: [email protected]
“Design your days. Spark your conversations. Lead with clarity and connection.”
— Jennifer Britton, Potentials Realized | Coaching & Change™ | Flow-Flex-Scale™
CEO and Founder - Potentials Realized.com
Creator of the ICF-CCE approved pathway to the ACTC - Group Coaching Essentials.ca
Conversation Sparker Experiential Tools and Consulting
Team Strengths Days Using Gallup Strengths
Contact: 1-416-996-8326
Email: [email protected]
“Design your days. Spark your conversations. Lead with clarity and connection.”
— Jennifer Britton, Potentials Realized | Coaching & Change™ | Flow-Flex-Scale™
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