Creating Extraordinary Customer Experiences

From transactions to relationships

Customers remember how you made them feel. Extraordinary experiences are not accidents — they’re the result of deliberate design.

This program equips your team with systematic methods from Behavior Design and Game Design Thinking (Core Engagement Loop + MDAO: Mechanics, Dynamics, Aesthetics, Objectives) to create customer interactions that build trust, loyalty, and long-term value.

What Your Team Will Learn

  • Behavior targets, not just personas: Identify the smallest, most valuable customer behaviors at each step of the journey.

  • Core Engagement Loop: Diagnose and redesign the repeating cycles that keep customers coming back.

  • MDAO framework: Align Mechanics, Dynamics, Aesthetics, and Objectives so every interaction feels natural, purposeful, and trustworthy.

  • AI as augmentation: Personalize at scale while keeping the human relationship at the center.

Outcomes You Can Expect

  • A behavior map of your customer journey with clear success metrics.

  • A redesigned engagement loop with quick-win interaction patterns.

  • A practical MDAO canvas applied to one of your priority flows (onboarding, support, renewal, etc.).

  • A starter set of human-plus-AI micro-interactions that scale empathy while staying on-brand.

Who It’s For

  • Leaders in product, UX, CX, or operations who need a repeatable method for creating extraordinary experiences.

  • Teams under pressure to deliver faster while staying human-centered.

  • Organizations seeking to differentiate on trust and loyalty, not price.

Program Format

  • Standard: 1-day intensive (in person or on site)

  • Extended: 2 half-days with a live design sprint in between

  • Team size: 12–21 participants (cross-functional recommended) at Stanford; larger groups on-site

Why This Approach

Unlike generic customer-experience programs, this workshop blends Behavior Design and Game Design Thinking. Your team doesn’t just get inspired — they leave with a practical toolkit to systematically engineer trust, ease, and delight into every interaction.

Ready to design your culture?
Contact us to explore how Creating Extraordinary Customer Experiences can transform your customer offerings.