Our experience is the sum total of all the bits. It’s made up of our interactions and touchpoints, but also our 
expectations, 
feelings, and 
our memories. 

These things might sound kinda squishy and abstract.
But, as Dana will explain, it’s these squishy-sounding bits that are key to designing the ‘right’ experience for your customers. And it’s these bits which we can easily forget, particularly when we are focused on delivering within our specialist areas. 
In this two-part episode, we will explore four experience design principles, informed by scientific research, which you can use to rethink your approach and connect the bits together.
In part one, we covered two principles:
Make it make sense
Make it emotional

 
In this session, part 2, you'll hear the next two principles:
Make it memorable (or intentionally forgettable)
Make it personal