Moments in an Experience - Creating Great Demo Experiences

Over the holidays I had time to digest Chip and Dan Heath's new book - The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Immediately it stood out as a framework I have been searching for. We all know that excellence in customer experience is a lofty goal. Figuring out how to create these fantastic experiences is complex. This book goes a long way in assessing the key moments in the experience. 

I decided to adapt the framework to one experience I spend a lot of time - the demo/pitch/MVP/prototyping experience. 

The moment of delivery is probably a short period of 20-40 minutes but there has been a lot of effort and work preceding this. Unfortunately if the delivery falls flat the effort is a sunk cost.

One of the interesting revelations is that a presentation will consist of peaks and pits and a good demo for example will plan for these transitions and impact the milestones as you do your walkthrough. Heath describes 4 core attributes impacting on the experience - elevation, insight, pride and connection. 

I decided to summarize these in a slide which shows the peaks and pits and also describes how you use these attributes to fill pits and mark transitions and plan milestones overlaid on the familiar journey map spanning a 40 minute presentation.

It's relatively easy to see how you can extend this to other experiences particularly those focused on presentations. 

I also created a scoring matrix from these 4 attributes which I used to evaluate a number of Youtube presentations. In particular I was interested in scoring the IBM Hyperledger Blockchain demo (link to Youtube video) called 'Mega-Watts to Mega-Bucks' which I thought was one of the best Blockchain demo's I had seen from a few month back. 

The below table shows my simplistic (non-weighted) scoring approach which I gave as a 67/100.