Delivering Experiences, Not Services with Shelley Kimball

On this episode of Experience by Design, we talk with Dr. Shelley Kimball formerly of the Military Family Advisory Network. We explore the impact that military service can have on families, and their need for support. We also discuss how using an experience design framework can lead to a changed mindset in how services should be delivered. Finally, we examine how they managed the copious amounts of qualitative data collected, and how that data was essential to understanding the meaning in those moments of connection.

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This is experience by design, a podcast that brings new perspectives to the experiences we have everyday. Does standing in line always have to suck? Why are airports so uncomfortable? What does it mean to be loyal to a brand? Why do you love being connected but dislike feeling tethered to your smart phone? Can we train people to care about the climate? Join Sociologist Gary David and Anthropologist Adam Gamwell on an expedition to the frontiers of culture and business through the lens of human experience. We're here to make sense of the madness with leading psychologists, cognitive and social scientists, entrepreneurs, and business leaders.