Simple but Powerful Way to Make Things Better

Before During After

There’s one way to improve products, that always surprises people in my innovation training classes. It’s the idea that a User Experience doesn’t begin with the first second of usage. There is always an experience before and after the actual usage of a product, a service, or an event.

Why? Because every process follows a three-step transition

1. BEFORE - the pre-usage period of getting in touch with a product or service

2. DURING - the actual usage period when the customers actually experience the product

3. AFTER - the subsequent post-usage period.

That said, the next time you create something new, think about the time before and after the actual usage of your service or product.

Here’s a short example: Do you want to plan a great event? Don’t forget to make people smile BEFORE they arrive at your venue! Have you also nicely designed the phase AFTER the event?

Think about the BEFORE-DURING-AFTER phases to make things more delightful than most people around you.