😷 Coronavirus' Experience Impact | Badge of the Month | August 2021

I’ll start us off! I noticed that airlines modified the experience they offer clients in order to encourage travel - despite the pandemic. Airlines quickly changed their seating models in response to the outbreak. Pre-pandemic, we were all squished in airplanes. During the peak of the pandemic in America, we were seated with increased spacing in mind. Suddenly, we had entire rows of seats to ourselves! Airlines reactively minimized the capacity of their planes in the name of creating an experience where passengers feel safe and confident when traveling during these trying times. 

I think that since the pandemic I notice more experience design in everything I do as a customer or as a employee.
As employee my life changed and my company was aware of that, so they designed different spaces where we can focus in other things different from work. I specially remember one day that I got a package with an invitation to join to some Teams meeting, I could not open the package until the meeting... when I finally opened it there was an embroidery kit with different notes, photos from other team memebers, some other messages that made me remember the reason why I work in my company and the special moments that we used to have at the office. We had an online embroidery class that day and my boss was the teacher. Great experience!!!! <3
As customer a lot of companies made my life easier, specially on special dates (birthdays, christmas, mothers day...) they started to care more about what happened after a purchase, for example on the delivery process, the delivery time took relevance. They put special effort on understanding what people were buying things for and accomplish delivery dates. One big fashion brand surprised me on christmas, they open a Whatsapp channel and you could buy clothes through that channel and got them on the same day, It was a pretty good solution if you did not want to go to the mall or if you just could not go, because we were closed and with a lot of rules for going out.
Experience design is more relevant now and I think that after this hard moment almost everykind of company understood that they need to be always neat to their customers and employees.

Working for an integrated health system, I know that we have worked diligently to ensure our members/patients have continued to have access to care by providing telehealth appointments for them to see their own providers. in the past, many members and patients were reluctant to give telehealth a try but with the pandemic it was the safest option for many and now they have told us how much they love the convenience of it and will continue to use it going forward, when appropriate. There will always be folks who prefer a in-person visit, but for many others they are now sold on the safety and convenience of telemedicine, after experiencing it during the pandemic.

I was serving on the board for a non-profit organization that provides housing to homeless/unsheltered families. Prior to the pandemic impacted families were hosted each evening at various congregations facilities in the community. Since this was no longer an option a new approach was needed and quickly. The organization pivoted from hosting families at congregations to hotel stays since many of the hotels had excess capacity.
In addition, case management shifted from in person to virtual overnight using Zoom, FaceTime, text messages, e-mail and phone calls.

I've benefitted from curbside pickup, and I'm guessing it's here to stay at many places. I admit I have some mixed feelings about it, because it evokes images of the dystopian future depicted in WALL-E. But it makes life so much easier on days when it's hard to find the time to walk up and down all the aisles at the store. I also think there are certain shopping experiences that will always have some magic that can't be replaced by online shopping and pickup, like browsing through treasures at an antique shop. But for my Target run? I'm very happy to be able to pick that up!

I didn't leave the house much over the past year and a half, so when I did venture out I noticed a lot of changes...but I also noticed what didn't change (that should have). Signage was everywhere letting people know they needed to wear a mask, where to stand, which way to walk, etc. Sometimes it was even funny, which I appreciated. A friend of mine started a collaborative photo archive of all the Covid-related signs she saw in and around Santa Fe, New Mexico. This one was my favorite!
I liked how it wasn't just national brands and companies that made adjustments, but even our local spots. One local bookstore installed a drive-thru window so customers could pick up books. Despite this, business was still struggling...until Steven Colbert sponsored a Super Bowl commercial (starts at 1:57) https://www.youtube.com/watch?v=LExJyYVjOXo.
These are only a couple of examples that I noticed, but there continue to be more and more as time goes by.

I find it fascinating how companies are using technology to support human connections. A lot of virtual communication is being used to replace the face-to-face interaction that it originally seemed to be replacing. Companies are finding themselves needing to provide effective online tools that also support connection. For example, banks need to have apps that effectively and safely provide financial services but in order to provide exceptional service, banks are using chat features. Financial advisors are using video conferencing to meet with clients and discuss their investing and saving needs.

Being at home more has made my family and I focus more on Home Improvement projects. Since the pandemic started, we as a family have made home projects a priority. We have redesigned our workspaces, painted many of the rooms, remodeled a bathroom, and even built and furnished a large outdoor deck. Grant it, the stimulus payments have certainly helped us in these efforts.