Surprise Therapy: Life Lessons Applied to Experience Design
There I was, on the train home from New York City, my head buzzing as if I'd just chugged a gallon of cold brew coffee (which, guilty, I’ve done more than a few times before). However, this time that energy wasn’t coming from caffeine, but a completely different high coursing through my veins - it was pure, unadulterated inspiration from the WXO's World Experience Summit.
Well, as it turns out, I had just accidentally stumbled into the world's most immersive therapy session, complete with thought-provoking conversations, mind-bending ideas, and a hefty dose of weirdness (the good kind, I promise).
This epiphany came courtesy of James Wallman, “experience evangelist” and WXO founder. I hope he’s OK with me describing him as a heady mix of Willy Wonka and a TED Talk host, and he didn’t just curate a conference; he cultivated a cult of belonging where egos and posturing were checked at the door and curiosity reigned supreme. To achieve this nirvana, he has five simple rules to abide by, and they were not difficult to follow:
- You're welcome exactly as you are
- There are no stupid questions
- Share the air
- Disagreements are good
- Have daft ideas here!
With that blueprint in place, we were all ready to embark on an uninhibited and transparent journey of discovery into the experience design space. However, it went way beyond that. It became a series of lessons about how we can all bring light into this world; one that, recently, seems to be falling into darkness at a rapid pace.
So grab your coffee and take a few mental notes. This won’t take long, but these lessons may just change the way you think, feel, and create.
Happiness is Immeasurable Without Struggle
In our quest to create seamless, frictionless experiences, we often overlook a fundamental human truth: challenge gives meaning to achievements. Lais Glück's session highlighted that we need more than just one-note experiences. To truly resonate with people, our work must incorporate moments of difficulty that allow our audience to feel a sense of accomplishment before reveling in jubilation.
This principle extends far beyond experience design. In life, our happiest moments often gain their significance precisely because of the struggles we've overcome. By embracing challenges instead of seeking the path of least resistance, we open ourselves up to deeper, more meaningful experiences.
To Feel Valued, Value Yourself First.
Claus Raasted's provocatively titled "Evil Capitalist Stuff!" session delivered a powerful message about self-worth. His personal story of nearly losing everything underscored a crucial point: even if you're doing the best work in the world, you need to understand your value and communicate it effectively. Even if you hate the system, you have to understand it. You need to make money and understand your bottom line to stay in business.
This lesson resonates deeply in both professional and personal. Whether you're pricing a premium experience or negotiating your own worth in relationships or careers, it all starts with how you value yourself. By understanding and asserting our own worth, we attract opportunities and connections that align with our true value.
Be Present. It’ll Open Your Eyes.
We live in a world of constant digital distractions. The younger generations are often juggling several screens at once, but missing this thing we call life. So, Amber Case's session was a breath of fresh air - literally. By taking away our phones and marching us down the street with instructions to be silent, look up and listen to the sky, she reminded us of the power of presence.
How often do we miss the subtle beauty around us because we're glued to our screens? This exercise wasn't just about appreciating our surroundings; it was a powerful reminder of the depth of connection we can achieve when we're fully present. In our personal lives and in the experiences we craft for others, sometimes the most impactful moments come not from what we add, but from what we take away. We are looking for that Instagram moment for our exhibitions, but what if we force the audience to be present? Is it possible? Just ask Felix Barrett who created “Sleep No More.”
Turn Disagreements Into a Dance.
Mishawn Nolan's presentation reframed the way we think about conflict. By likening negotiation to a dance rather than a fight, she offered a perspective that can transform how we approach disagreements in all areas of life.
In a world that often feels increasingly polarized, this lesson is particularly poignant. What if we approached differences of opinion not as battles to be won, but as opportunities for a wonderfully collaborative dance of ideas? This shift in mindset could lead to more productive discussions, stronger relationships, and more innovative solutions. And it’s something a lot of politicians could learn from.
Shit Will Happen. Relish It.
You’re nodding your head because you’re human, and you know it’s true. Heather Gallagher's talk reminded us that often, things just don't go as planned. But it's these unscripted “wrench in the works” moments that create the most lasting memories. Whether it's miles of unexpected mud or a technical glitch, the way we respond to the unexpected often defines the experience more than our carefully laid plans.
This principle applies equally to life outside of event planning. Our ability to adapt, to find humor or meaning in the chaos, often determines our overall satisfaction and resilience. By embracing the unexpected, we open ourselves up to serendipitous moments of joy and growth.
Freestyle Creation Has a Lasting Impact.
One of the summit's most memorable moments came from Baba Brinkman, who wove the day's learnings into an impromptu freestyle rap (don’t worry, you won’t be hearing any of my rapping here… thank me later). This performance was a vivid reminder of the magic that can happen when we allow ourselves to create in the moment.
While preparation is important, there's something uniquely powerful about spontaneous ideation (if you’re a fan of Whose Line Is It Anyway? Yes, and.... you’ll know all about this). It keeps us nimble, encourages us to trust our instincts, and often leads to breakthrough ideas that careful planning might have overlooked. In many respects, it turns stale thinking into fresh creativity.
Spread The Lessons You've Learned.
This is just what I’m doing here, and it was a recurring theme throughout the summit; “share what you learn along the way.” Many presenters, myself included, touched on their experience of impostor syndrome (way too many of us in the creative industry are cursed by feeling that we’re not good enough). What became clear is that no matter where we are in our journey, there's always someone a few steps on the ladder below us, who can benefit from our experiences and insights.
This realization is both humbling and empowering. It reminds us that our struggles and learnings are not just personal hurdles to overcome, but potential lifelines for others facing similar challenges. By openly sharing our journeys - the triumphs and the setbacks - we contribute to a caring culture of growth and mutual support.
Scrappiness = Happiness.
In our own presentation on using RFID technology to turn your visitor into a protagonist in an interactive story, my colleague Shane and I emphasized the virtue of scrappiness; to just go with the rough edges, the imperfect answers, and the duct-taped ideas. We solved our client’s $200,000 challenge with a $200 solution. Not every solution needs to be the most technologically advanced or expensive to be effective. Often, simple, creative approaches can yield powerful results.
This scrappy mindset is valuable far beyond the realm of event technology. It encourages us to focus on the essence of what we're trying to achieve rather than getting caught up in unnecessary complexities. Whether in business, personal projects, or problem-solving in general, sometimes the most elegant solutions are also the most straightforward; even if they’re not GQ models.
Find Your Tribe.
Paul Bulencea's session on "Rewilding" touched on a fundamental human need: the sense of belonging to something greater than ourselves. In a world that often pushes for more stimulation, more consumption, and more intensity, there's profound value in reconnecting with our natural rhythms and the broader ecosystem we're part of.
This insight extends beyond environmental concerns. It speaks to our need for community, for purpose, for feeling part of something larger than our individual experiences. Whether through nature immersion, community involvement, or shared experiences, finding ways to nurture this sense of belonging can profoundly impact our well-being and perspective.
What Does This All Mean For Experience Design?
As the summit drew to a close, there was a palpable sense we are witnessing the birth of a new industry. The field of experience design feels reminiscent of the early days of the internet or the transition to digital film effects. It's a time of rapid evolution, filled with both uncertainty and incredible potential.
This realization is both exciting and sobering. We have the opportunity to shape the future of how people interact, learn, and find meaning through shared experiences. With this opportunity comes the responsibility to consider the broader implications of our work and to strive for a positive impact.
As we stand at this inflection point, let's embrace the scary, scrappy, weird, and invigorating nature of our work and our world. Let's continue to learn, to share, to challenge ourselves and each other. In doing so, we not only advance our field but enrich the very fabric of human experience.
