WE JUDGE OUR PAST EXPERIENCES ALMOST ENTIRELY BY THEIR PEAKS (PLEASANT OR UNPLEASANT) AND HOW THEY ENDED.

How might this apply to great teams and cultures?

What are the peaks and endings in the employee experience in the organization you have designed? Peaks may be on boarding, promotions, personal development experiences over the course of their time in the organization. Endpoints or pause-points like termination, sabbaticals, or time off can also be anchoring experiences. Identify and improve these.

How might this apply to your business?

What are the peaks and endings in the customer experience of the product or service you have designed? Peaks may be the core value you provide or a small surprise thrown into the user journey. Endpoints can be obvious (order fulfillment from an e-commerce site) or more subtle (such as a friendly or funny registration confirmation page). Identify and improve these.

Consider

How have Peaks and Ends served as valuable learning opportunities?

See Also

Humor Effect, Surprise, Story, Gifting

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In the whirl of our day-to-day interactions, it’s all too easy to forget the nuances that distinguish great teams, great cultures, and great products/services.

Mental Model Flash Cards bring together insights from psychology into an easy reference and brainstorming tool. Each card describes one insight into human behavior and suggests ways to apply this to your teams as well as the design of your products and services.