Start with text because, as Wolfe once taught us, the things we make only exist to illustrate stories we want to manifest into reality; whether it’s an animated Disney film or an innovative product or service.
Each person within a company contributes to the experience design by telling stories. Stories throughout the experience design process capture the essence of each moment for the customer and the ideal outcome, without confining the design process to a specific solution: what the customer does, thinks, and feels at every step.
Well, like a painting, experience design starts with words; words that ask and answer a question. How do you want to make someone feel? What message do you want to send? What behaviors do you want to encourage?