9/2/2023 0 Comments Reflection medical spa![]() ![]() The quality of experiences at the best-designed spaces were rated nearly twice as high as those at the worst-designed spaces. What were the most surprising results from this piece of research? The human experience must be the driving force behind every element of a space to achieve this – from the design of the physical space, the qualities of interaction, expectation, and intention. We know great experiences prove the business and social value of physical place – now we can show that design is what helps those places stand out. This research quantifies what we as designers have always believed to be true: design is just as crucial to providing great experiences as any other factor. The Gensler Experience Index is first-of-its-kind research proving that design is the differentiator between good experiences and great ones. Previous studies have evaluated human experience and its impact on business, but this is the first time that design’s been measured along with traditional factors. We have hard evidence of the importance of design in creating experiences. The Gensler Experience Index seeks to fill this gap by examining the multiple drivers of a great experience, and contextualising the impact of physical space among those drivers. Our findings show that design is an important factor that can be leveraged to create a great experience. However, no single piece of research to date has combined the known drivers of creating a human experience with design factors. We already knew the importance of product, brand, and service quality in creating a great experience. The connection between great experience and business performance is well documented. Here we interview Tom Lindblom, Gensler’s hospitality practice area leader Their diversity and welcoming nature prove to be key components of success too, a goal toward which every space should aspire.” ![]() “Why? Their capacity to support unstructured time – providing a platform for reflection, inspiration, and unplugging as well as fun, socialising, and work – is a lesson in variety and adaptability. “Public spaces support the widest diversity of experiences, offer some of the best experiences overall, and are the most likely to be shared on social media by visitors,” said Gensler. “We’re now able to prove that design is the X factor that takes a good experience and makes it great,” said co-CEO Andy Cohen.Īccording to the Index, public spaces are the most aspirational space type, with one out of five users visiting specifically for inspiration or to learn something new. Gensler concluded that a person’s intention when visiting a space, combined with their expectations, quality of interactions and quality of the space “together inform how it will be perceived”. The results demonstrate that design is the key differentiating factor “between a good experience and a great one” and offer “a holistic framework for understanding human experience across retail, public spaces and workplaces”. The research combined known drivers of creating a human experience – product, brand and service quality – with design factors, which Gensler claim “have not previously been factored into the formula”. The Gensler Experience Index is the result of a multi-year, mixed-methods investigation that combined qualitative and ethnographic research, such as 30 two-hour interviews with people in five markets across the US, with quantitative research, including a nationwide, panel-based survey of over 4,000 respondents. That, at least, is the verdict of global architecture and planning firm Gensler, who have published a new index they claim proves, once and for all, that design is a critical factor in determining how we feel about the spaces we occupy. Design officially has a quantifiable impact on human experience.
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