Here are the key steps in our cancellation plan: 1. The decision to cancel will be made jointly by our group and the leadership of the Cambria Christmas Market. 2. We will monitor the local weather and emergency alerts. If there is a risk of natural disaster like heavy rain, flooding or fire, cancellation may be necessary. 3. We will also stay alert to any community security risks. If law enforcement advises against the event due to a safety threat, we will cancel. 4. If cancellation is necessary, we will notify all partner organizations and individuals who RSVP'd as soon as possible via email and phone. 5. Any cancellation notices will provide information on ticket/payment refunds if

1. D E C M B E R 1 S T , 2 0 1 9
FAMILES WITH
SPECIAL NEEDS
WINTER
WONDERLAND
1

2. TABLE OF
CONENTS
BACKGROUND
UNDERSTANDING EXPERIENCES
EXPERIENCE ECONOMY APPLICATION
EXPERIENCE TYPES
EXPERIENCE SCAPES
PEOPLE
OBJECTS
RULES
SPECIAL ARRANGEMENTS
RELATIONSHIPS
STAKEHOLDER ANALYSIS
NARRATIVE STORYBOARD
DESIGN THINKING
EXPERIENCE MAPS, PERSONA,
PROMOTION AND MARKETING
TOUCHPOINTS
EVALUATION
2

3. D E C M B E R 1 S T , 2 0 1 9
BACKGROUND
3

4. BACKGROUND
LOGO
CAMBRIA CHRISTMAS MARKET
“Enter a winter wonderland and find yourself immersed in a world of twinkling lights, music, and
merriment throughout the holiday season. Shop in our vendor market, take photos with Santa, enjoy
live music, taste traditional German foods, sip warm glühwein and more at this charming outdoor
festival.”
For this specific event, families with special needs will be invited into the Cambria Christmas Market 1.5
hours prior to the normal opening time to experience the winter wonderland of the Christmas Market
with a sensory sensitive environment.
Logo, name, and brief description
4

5. To create a festive event styled after the German Christmas Markets for friends and family to relax
and enjoy the holiday season.
To bring visitors from all over the world to enjoy the city of Cambria during a time that was
normally a slow visiting season.
They value families and the community and aims to create and event where all ages can enjoy
slowing down during the holiday season and gather together.
BACKGROUND-
ORGANIZATIONS
STATEMENTS
Agency's Mission
Statement:
Agency's Vision
Statement:
Agency's Values
Statement:
5

6. D E C M B E R 1 S T , 2 0 1 9
UNDERSTANDING
EXPERIENCES
6

7. a. Be assisted through exploring the Cambria Christmas market and enjoy the Golden Gate
Bridge, Santa’s House, fire pits & warming areas.
b. Target market: those who have special needs and their friends and families
c. This experience caters to the needs of this target market since the Christmas Market
will be ‘toned down’ in it’s stimulus to accommodate attendees that are sensitive to
sensory experiences.
UNDERSTANDING
EXPERIENCES
EXPLORE THE LIT UP WINTER WONDERLAND
1.
3 Different Experiences for our Audience #1
7

8. a. Have the opportunity to buy and enjoy drinks from the drink bar. Drinks include hot
and cold drinks, alcoholic and non alcoholic options.
b. Target market: those who have special needs and their friends and families. Those who
desire a seasonal drink.
c. This experience offers a variety of drinks for any visitor to enjoy.
UNDERSTANDING
EXPERIENCES
2. ENJOY THE DRINK BAR
3 Different Experiences for our Audience#2
8

9. a. Be personally invited to this event (via eventbrite) to welcome you into a special night for those with
special needs. Enjoy an environment where you can meet those in your community that identify with
this community and enjoy the Christmas Market while doing so.
b. Target market: those who have special needs and their friends and families.
c. This is the overall main experience to this event- be immersed in an event especially catered to our
target audience.
UNDERSTANDING
EXPERIENCES
3. BE INVITED INTO & SURROUNDED BY A COMMUNITY THAT IS
NOT COMMONLY ENTERTAINED IN A SPECIALIZED WAY, SUCH
AS THIS EVENT.
3 Different Experiences for our Audience#3
9

10. UNDERSTANDING
EXPERIENCES
Main Experience
Family with Special Needs Winter Wonderland at the Cambria Christmas Market
The Cambria Christmas Market is known for its extravagant lights and Christmas displays;
however, these enticing sites can come off as overstimulating for audiences with special needs.
With that being said, families of those with special needs have voiced their concerns about the
event and our community partners are trying to make this event more inclusive to all
audiences, including those who may be on the spectrum.
Measurable
Goals
250 attendees
Profit of at least $625 in drink sales at the event
At least 15 different groups/ schools are in attendance at this event
Target
Market
The target market for the event are those who have special needs, and their families.
Why is this
Program
Needed?
10

11. UNDERSTANDING
EXPERIENCES
Experience Economy Application
Harmonizing Positive Cues
Theme: Christmas Market
Harmonizing positive cues: Christmas colors and decorations create a warm and cozy feeling for
audience members. Cartoon characters and traditional Christmas mascots are recognizable and
inviting for most people.
11

12. UNDERSTANDING
EXPERIENCES
Experience Economy Application
Eliminating negative cues
Eliminating negative cues: By having
our lights during the daytime, they
won’t be too overwhelming. Signs
that say “all are welcome here”
creates a safe space for our audience
members.
12

13. UNDERSTANDING
EXPERIENCES
Experience Economy Application
Mix in Memorabilia
Mix in Memorabilia: In addition to having
the lights and decoration as something to
look at, our audience has the opportunity
to use this beautiful scenery as a backdrop
for their pictures. If parents really like the
picture they took, they can then proceed to
print it out and frame it as a monumental
memory for their family. The attendees
will also be taking home a goodie bag filled
with christmas goodies like candy canes,
cookies, and bubbles. 13

14. UNDERSTANDING
EXPERIENCES
Experience Economy Application
Engage the five senses: Taste, Smell, and Sound
Smell: Seasonal drinks
(hot chocolate, cider,
mulled wine, etc)
Taste: Enjoy seasonal
drinks at the drink bar
Sound: Holiday music
14

15. UNDERSTANDING
EXPERIENCES
Experience Economy Application
Engage the five senses: Sight and Touch
Sight: Twinkling lights,
seasonal decorations,
Santa & Santa’s house,
pathways through the
Christmas Market
Touch: Meet Santa, fire
pits & heating areas
15

16. Prosaic:
A prosaic experience is an activity that the guest is
able to complete in an “auto-pilot” manner.
Following the link to RSVP the eventbrite invite is a
prosaic experience because it shouldn’t require
much effort on the part of the guest.
16

17. UNDERSTANDING
EXPERIENCES
Experience Types: Prosaic
Prosaic: Following the link to RSVP
the Eventbrite invite.
17

18. Mindful:
A mindful experience is an activity that requires a
moderate level of intentional thinking. Going over the
invitation, considering their opportunity to attend the
event, and begin becoming engaged in the idea of the event
are all experiences that would require some intellectual
effort, making them mindful experiences.
18

19. UNDERSTANDING
EXPERIENCES
Experience Types: Mindful
Mindful: Go over the invitation, consider your opportunity to attend the event, begin
becoming engaged in the idea of the event. Enjoy music throughout the Christmas market.
19

20. Memorable:
Whenever an activity evokes emotion, it is
considered a memorable experience. Walking
through the Christmas Market, marveling at the
twinkling lights, and spending time with loved ones
will make guests feel joyful.
20

21. UNDERSTANDING
EXPERIENCES
Experience Types: Memorable
Memorable: Walk through the Christmas Market and marvel at the holiday spirit, enjoy the
holiday magic and season. Take photos in a world of twinkling lights.
21

22. Meaningful:
An activity involving discovery makes it a meaningful
experience. The children with special needs attending the
event will discover what it means to experience an
inclusive event made specifically for them. They will
interact in a world of twinkling lights and seasonal decor
that are not overstimulating.
22

23. UNDERSTANDING
EXPERIENCES
Experience Types: Meaningful
Meaningful: Discover meeting Santa in a world of twinkling lights and seasonal decor.
Enjoy quality time with friends & family, and new friends!
23

24. Transformational:
An activity that results in change is considered a
transformational experience. By being surrounded
by guests similar to themselves in an environment
created with them in mind, they will no longer feel
a sense of not belonging.
24

25. UNDERSTANDING
EXPERIENCES
Experience Types: Transformational
Transformational: Enjoy the event with friends and family
and have the opportunity to meet others in your community.
Walk away with feeling joyous about the holiday spirit.
25

26. D E C M B E R 1 S T , 2 0 1 9
EXPERIENCESCAPES
This event invites anyone who may benefit from having specific
accommodations, like clubs, schools, organizations, and families
who have members with special needs. The Cambria Christmas
Market will be opening up its gates at an earlier time for families
of those with special needs. Groups must organize their own
transportation to Cambria Christmas Market. The event will take
place on Sunday, December 1st 3:00-4:30 pm. Cambria Christmas
Market aims to make its attractions more inclusive to all
audiences, including those who may find the bright christmas
lights and other aspects of this busy christmas market
overstimulating.
26

27. E
X
P
E
R
I
E
N
C
E
S
C
A
P
E
C
H
A
R
T
People
Place
Objects
Rules
Relationships
Blocking
Families that have members with special needs, all ages and
abilities are welcome
Cambria Christmas Market 2905 Burton Dr, Cambria, CA 93428
Physical: Christmas lights, vendors, decorations
Social: Other people at the event
Symbolic: Sharing drinks together, experiencing community with
people who have similar experiences as you
Exclusive event for families with special needs only. ADA accessible
parking space and event.
Relationships/interactions between event staff and
visitors.Relationships/interactions between visitors and
visitors.Relationships/interactions between staff and volunteer
members.
After entering the event, visitors will be self guided through the
pathways of Cambria Christmas Market.
27

28. Only families who have members with special needs will be invited to this
event at the Cambria Christmas Market. There will be many attractions,
including lights, holiday drinks, and decorations, and the attendees will have
the opportunity to experience all of these together. There will be ADA
accessible parking for those who need it. Attendees will be able to bond with
eachother and the staff and volunteers will be available during the entire
event, but their primary job will be checking in attendees at the beginning of
the event.
28

29. EXPERIENCESCAPES
People
Inclusion Plan: The Cambria Christmas Market is open to the general public for several weeks of the year around the holiday season. For our event,
everything will be catered specifically to those with special needs and their families, excluding the general public. We are only allowing 250 people
to attend this event, by doing so we are preventing the venue from overcrowding. All walkways and tables will be ADA accessible. By having the
event during the daytime, the lights won’t be as bright which creates an improved sensory experience to those with special needs who may also be
on the autism spectrum.
Staffing and Staff Orientation: There will be 8 staff and 4 volunteers. Staff and volunteers will be briefed on what has been done in previous years to
get a better idea of what to do. There will be adjustments made to accommodate this specific audience which will include insight on how our actions
may impact this particular group.
How many paid staff will you need?
We will need 8 staff.
What will they be doing?
The staff will be taking tickets, serving drinks, and roaming around for any questions guests may have.
How many volunteers do you need?
We will need 4 volunteers, which will be Kori, Lilja, Alyssa, and Paige.
What will they be doing?
We will be setting up for the event and interacting with our guests and making sure they are having a great experience.
29

30. EXPERIENCESCAPES
Place
Venue Arrangements
The venue is built up of large buildings and outdoor gardens, with vendor booths. The whole space is
decorated with lights. This was the only available venue as the Cambria Christmas Market is a well
established event, and the idea of separate event for people with special needs sparked an interest. There
were no other venues to consider, due to the fact that our event is just an extension of the Christmas
Market itself.
Special Arrangements
We have no waivers or permits that we are in charge of facilitating but there is no doubt that the
Christmas Market itself has the permits necessary to operate. The Christmas Market itself has
contractual obligations, but once again our facilitation of our event does not have contractual
obligations. 30

31. EXPERIENCESCAPES
Objects
Equipment and Supplies
250 flyers
2 phones for ticket scanning
300+ COMPOSTABLE Cups
300 servings of each-
Hot drinks: Apple cider, hot chocolate, coffee, hot
buttered rum, eggnog, Firestone beer, Gluhwein
2 of each- Liquor: Brandy, Baileys, Fireball, Kahlua,
Peppermint Schnapps, Rum
300 Bottled water
300 Bottled soda
400 Napkins
5 Drink jugs with spouts
3 Extension Cords
1 packet of PAPER straws 300+1
1 First Aid Table
1 ‘Bar’
2 table cloths
1 Fan
1 Audiosystem
2 Staff
1 Outdoor heater
100 dining chairs
5 small tables
31

32. EXPERIENCESCAPES
Rules
Venue Arrangements:
The Cambria Christmas Market is located at 2905 Burton Dr, Cambria, CA 93428, and is owned by
the Moonstone Hotel. The hotel puts on the market.
This event is exclusive to families with special needs -- not for the outside public.
The venue was chosen because it is an ADA accessible venue and is an experience that those with
special needs want to take part in, but in the past haven’t comfortably been able to until now.
There were no other venue options, as our event is just a more accommodating version of the
Cambria Christmas Market.
How arrangements can be made to obtain the venue
The venue is already owned by the Moonstone Hotel, who has been running the event for the past
8 years.
32

33. EXPERIENCESCAPES
Rules
Special Arrangements
Are there any contractual agreements needed (e.g.,
transportation, entertainment, concessions, rental
equipment, security)?
There will be no contract for staff because there will
be volunteers
Are any waivers or permits needed?
We have no waivers or permits that we are in charge
of facilitating but there is no doubt that the Christmas
Market itself has the permits necessary to operate. The
Christmas Market itself has contractual obligations,
but once again our facilitation of our event does not
have contractual obligations.
33

34. EXPERIENCESCAPES
Relationships
Relationships/interactions between event staff and visitors. These interactions will occur AT the
market. We expect visitors to ask staff questions and for help if needed. Questions may be about
food & drink, bathrooms, exit, lost & found, etc.
Relationships/interactions between visitors and visitors. This will happen AT the market as well,
visitors may know each other and will be given the space to meet new people.
Relationships/interactions between staff and staff/volunteer members. Provide contact
information for staff to contact each other in case of any reason. Staff may have questions for
eachother or may need to organize within groups.
34

35. EXPERIENCESCAPES
Blocking
Set Up
We will be setting up and facilitating the registration of the specific event, but
following registration since the facility and main event is already set up, there will be
no set up needed.
How many people are needed?
The four members of our group as well as the 8 staff of the Christmas Market.
How far in advance?
An hour to an hour and a half in advance.
35

36. EXPERIENCESCAPES
Blocking-Management Plan
Friday, September 27th and Friday October 4th, 2019
Draft email for schools/other organizations. *with disclaimer on limited amounts of tickets available
Friday October 18th, 2019
Friday October 25th, 2019
Flyer/post/invitation created Contact groups/ schools
Friday November 8th, 2019
Follow up with groups and school on attendance numbers
Friday November 15th, 2019
Risk Management Plan Complete Back up weather plan, complete Status of those invited to the event. Estimated number of
attendance
Friday November 22nd, 2019
Have final attendance numbers ready
Have Event Timeline complete
Sunday December 1st, 2019
Event takes place, be there at 2:30pm for set up, event begins at 3:30pm
36

37. EXPERIENCESCAPES
Blocking-Cancellation Plan
What might cause you to cancel the program?
A natural disaster or security event.
Who makes the decision?
The leadership with the Cambria Christmas Market.
When is it decided?
That will be decided by upper management with the Market.
How will you communicate this to staff? To participants?
It will most likely be communicated to staff by the management, and by the authority of the management the group would call our
participants and inform them, as well as sending an email to all those RSVPed.
Will it reschedule? If so, you should have a date planned already
This is another question that is entirely at the will of the management of the Christmas Market. If they choose to reschedule we
will coordinate a new day to participate on.
What is your refund policy, if applicable?
In the event that the event closes unexpectedly, tickets will be refunded automatically. 37

38. EXPERIENCESCAPES
Blocking-Registration
38

39. D E C M B E R 1 S T , 2 0 1 9
STAKEHOLDER
ANALYSIS
39
Is a tool that identifies, lists, and depicts the
stakeholders of an experience. After listing the
people who have something at stake with the event,
they can be organized on a graph in terms of power
and interest to get a better idea of who needs to be
delighted.

40. 40
Stakholder Longlist Satisfy Delight
Inform Involved
Overarching Aim
2
3
Stakeholder alignment
canvas
Project Name: Family With Special Needs Night
Designed For: Cambria Christmas Market
3
Interest
Power
Guests at the
lodge
Community
Members
Parents and families
Cambria
Christmas Market
Staff
Community
Members
Guests at the lodge
Event organizers (
Cal Poly Students)
Volunteers
Parents and
Families
Participating
Organizations and
School
1.
2.
3.
4.
5.
6.
7.
Cambria
Christmas
Market Staff
Event
Organizers
Participating
Organizations
and Schools
Volunteers
To create a more
sensory friendly
environment and
inclusive
environment for
those with special
needs by opening
up the event at an
earlier time with
less people
Stakeholder to Design for
People with special needs
Cambria Christmas
Market
Parents and families
1.
2.
3.

41. D E C M B E R 1 S T , 2 0 1 9
EMPATHY
MAP
41
An analysis of a specific stakeholder
and all the ways they're involved and
immersed in an experience.

42. Project Name: Family With Special Needs Night
Designed For: Cambria Christmas Market
Empathy Map
Hear?
Think&Feel?
Say&Do?
See?
Want to make sure all lights are
working
& families are enjoying the sights
Worried that children may be
overwhelmed by lights or music
Want the event to be a success
& everyone to have fun
“This is such an inclusive event!”
“We better get a good
turnout/ sell enough tickets!”
Cheerful festive attitude, welcoming
and inclusive to all
Dressed warmly in business
casual or in Event Staff
uniform; may be wearing
Christmas-themed attire
Want the event to be a success
& everyone to have fun
Christmas lights, booths with
vendors, food & drinks
Want the event to be a success
& everyone to have fun
“This event is so important to every
party involved!”
42

43. Project Name: Family With Special Needs Night
Designed For: Cambria Christmas Market
Pains Gains
People without special needs
taking advantage of early
access to events; obstacles
include advertising while
keeping the event exclusive
towards a certain group
People without special needs
taking advantage of early
access to events; obstacles
include advertising while
keeping the event exclusive
towards a certain group
43
Empathy Map

44. D E C M B E R 1 S T , 2 0 1 9
NARRATIVE
STORYBOARD
44
An artistic depiction of how
the event will flow.

45. 39
Arrival Decompression Reception
Each invited member will
receive and email with the
event invitation including
and exclusive promo code
Shuttles will be organized for
families and friends to the
entrance of the market.
Handicap parking will be
available as well
Each guest will receive a
wrist band and be guided to
the outside of the market
45

46. 39
Orientation Involvement Termination
Maps and signs will be
available to follow. Initially
there will be food and gift
vendors open for shopping.
Photo-booths, vendors and
pathways to follow will be
open to guest
Guest will leave with warm
memories, gifts, food and
inspired by the Christmas
Market.
46

47. D E C M B E R 1 S T , 2 0 1 9
EXPERIENCE MAPS,
PERSONAS,
PROMOTION, AND
MARKETING 47

48. Kyle
Summary:
Kyle is an 11 year old diagnosed with Autism Spectrum
Disorder. At school, he is involved in programs for those with
special needs. He loves Christmas and has always wanted to
attend the famous Cambria Christmas Market but hasn’t
been allowed to do so because it would overwhelm him.
Relevant Behaviors:
Involved in afterschool programs
for kids with special needs
Avoids over-stimulating
environments
Loves Christmas
Age: 11
Ethnicity: American
Race: White
Location: Central Coast of California
(Cambria)
Education: 5th grade
Social Class: Middle-class family
Demographics: Psychographics:
Diagnosed with ASD (autism spectrum
disorder)
Easily overwhelmed by extreme
stimuli
Enjoys playing video games and gaga
ball
Easily annoyed by his little sister
Needs & Pain Points:
Sometimes feels like he doesn’t fit
in with his classmates
Loves the Christmas season but is
easily overwhelmed by lights,
loud noises, etc. so tends to stay
away from large holiday-themed
events
Needs a space to enjoy the
holidays comfortably
48

49. Karen
Summary:
Karen is a supportive mother and wife to her two children
and partner. She is passionate about collaborating
with/working with the local PTA board to support the
special needs community, since her son, Kyle, has autism. She
enjoys going to Spin class when she has time but cannot find
time to do other recreational activities such as reading and
hiking.
Relevant Behaviors:
Meets with PTA board at least
once a month
Works for PTA board every day,
remotely
Dedicated to a local gym for Spin
classes
Sober
Social Class: Middle Class-
$70,000-90,000 Household
income
Ethnicity: American
Age: 40
Marital Status: Married
Location: CA Central Coast
Demographics: Psychographics:
Mother of two- one child has autism.
Involved in local public school
Heavily involved in PTA board for
kids with special needs
Focuses a lot of her time on cooking
good and healthy food- nearly all
organic!
Very supported by her partner/ in a
good relationship
Needs & Pain Points:
Needs a break/ weight off her
shoulders
Does a lot of the work for her
family since her husband is busy
with his job
Would like to make more time for
reading
49

50. TO
U
CH
P
O
IN
TS
R
e
a
c
t
i
o
n
s
F
r
o
n
t
s
t
a
g
e
C
o
n
t
r
i
b
u
t
o
r
s
B
a
c
k
s
t
a
g
e
C
o
n
t
r
i
b
u
t
o
r
s
Register online
via
promo code
Receive
confirmation
email
That was so
simple!
Joy! Feelings
of inclusivity
Eventbrite
Website
and event
planners
Eventbrite
Website
Website
designer
Jaselle
(woman in
charge)
Arrive at event
(via driving
and parking,
bus, shuttle,
etc)
Experience
event Leave event
Grateful for
ADA
accessibility
Christmas
spirit!
Wow, that
was so
enjoyable
and fun.
Greeted by
volunteers/
staff
Vendor staff,
employees/
volunteers.
Meeting Santa
A ‘goodbye’
from event
volunteers
/staff
Employees
who
designed/set
up event
Emergency
tent
Clean up
crew, staff
who closes
the event.
Have at least 200
people attend
Make the Cambria
Christmas Market
inclusive to those with
special needs.
Creating a close-knit
community for those
with special needs.
50

51. Promotion
Promotional Schedule
Sunday October 27th - Jacks Helping Hands
Tuesday October 29th- Trust Children’s Center
Thursday October 31st- Elementary School
Friday November 1st- Middle School
Sunday November 3rd- High School 1
Tuesday November 4th- High School 2
51

52. D E C M B E R 1 S T , 2 0 1 9
TOUCHPOINTS
TEMPLATES
52

53. 4. Contributors
Frontstage Backstage
High
Low
#1 Title: Expereience Type: Key Attributes:
Desired Results
1.
2. Experiencescape Elements 3. Experiencescape Elements
5. Co Creation 6. Enhancements 7. Transitions
Details:
Technical Artistic Implicit
Explicit
Results:
Designed Interaction:
Register Online Prosaic Ordinary/Simplistic
People
Place
Objects
Rules
Relationships
Blocking
Potential Guests
Website/remote/home
Computer Phone
Exclusive promo code
Not Exceeding Capacity Online
Touchpoint Template
Users will click the link in the
email which will bring them to
the website
User simply enter exclusive
promo code and selects teh
desired quqntity of ticket
Registration confirmation will
appear on the screen
1.
2.
3.
Users will click the link in the
email which will bring them to
the website
User simply enter exclusive
promo code and selects teh
desired quqntity of ticket
Registration confirmation will
appear on the screen
1.
2.
3.
Eventbrite
Event Staff
Gmail
Eventbrite website
designers
Participants will open email,
click link, and enter promo code
All necessary info
to signup will be in
email
The website is
reliable and won't
crash
All private
information will
be confidential
1.
2.
3.
Eventbrite ticket
page is Christmas
themed
Font is big and
legible
Email is
aesthetically
pleasing
1.
2.
3.
End users will wait a few minutes to receive a
confirmation email
End users will wait a few minutes to receive a
confirmation email after registering for the
event
53

54. The first micro experience within the Cambria Christmas Market macro
experience is event registration. This touchpoint is a prosaic experience type
because its goal is to be as effortless as possible for the end user. Potential
guests will receive an invitation email with all of the necessary information
regarding the event followed by a big button that redirects them to the
eventbrite ticket website if clicked. Once the user is on the Christmas themed
eventbrite website, they will enter the exclusive promo code found in the
email and select the number of tickets needed. Once registration is complete, a
screen that reads “you got your tickets!” will load onto the user’s
computer/mobile device. The next touchpoint will happen instantly, without
any additional effort required from the user.
54

55. Touchpoint Template #2 Title: Expereience Type: Key Attributes:
Desired Results
1.
Experiencescape 3. Experiencescape Elements
4. Contributors 5. Co Creation 6. Enhancements 7. Transitions
Frontstage Backstage
High
Low
Details:
Technical Artistic Implicit
Explicit
Confirmation Email Prosaic Ordinary/Simplistic
People
Place
Objects
Rules
Relationships
Blocking
People who registered for
the event
Home/Remote location
Computer/Phone
Users will receive an email
confirmation from Eventbrite
Confirmation email will have event
details like: date, time, location, and a
brief summary of what to expect at
the event
Users will have the option to add
tickets to their apple wallet (a process
that takes less than a minute).
1.
2.
3.
Users will click the link in the
email which will bring them to
the website
User simply enter exclusive
promo code and selects teh
desired quantity of ticket
Registration confirmation will
appear on the screen
1.
2.
3.
Gmail
Eventbrite
Apple Wallet
iPhone
Android
Computer
Participants will open email and
click "add to apple wallet"
All necessary info
for the event will
be in the email
The process to add
the event to apple
wallet is easy
1.
2.
QR code is easily
seen
Font is big and
legible
Email is
aesthetically
pleasing
1.
2.
3.
Results:
Designed Interaction:
End user will feel ready to experience the
event
End user will receive event reminders from
Apple wallet as the event approaches
55

56. Like the first touchpoint, the goal of this micro experience is to come across as
an easy step within the experience journey for that particular end user. The
people who registered for the event will receive a confirmation email from
eventbrite on their computer/ mobile device. The user will open the email and
will see information about the event and their ticket. An option to add the
ticket to their apple wallet will follow. Once the event is added to their apple
wallet (a process that shouldn't take more than a minute) they will receive
reminders about the event as the date approaches to build up excitement but
to also ensure that the end user does not forget about the event.
56

57. Touchpoint Template #3 Title: Expereience Type: Key Attributes:
Desired Results
1.
2. Experiencescape Elements 3. Experiencescape Elements
4. Contributors 5. Co Creation 6. Enhancements 7. Transitions
Frontstage Backstage
High
Low
Details:
Technical Artistic Implicit
Explicit
Ordinary/Simplistic
Prosaic
Entering the Event
People
Place
Objects
Rules
Relationships
Blocking
Families who registered for
the event
Cambria Christmas Market
Device with confirmation
email & ticket
Must have ticket to enter
event
Attendees will have ticket
ready on their phone when
they arrive
Staff wil scan QR code at front
gate of event
Attendees will enter & enjoy
the event.
1.
2.
3.
Attendees should be able to
easily find the QR code on
their device
Event staff will be able ot let
everyone in quickly &
effciently
Attendees will flow through
the doors easily without any
hold-ups
1.
2.
3.
App Developers
Event Staff
Attendees Attendees will simply pull up
the QR code, have it scanned,
and enter
Have entrance
clearly marked
Have event staff
in festive clothing
1.
2.
Label email clearly
as "Ticket Inside"
Test QR code
before event to
make sure it
works
1.
2. Results:
Designed Interaction:
Attendees will walk through the gaets & into
the market
57

58. This touchpoint focuses on the attendee’s arrival and entrance into the event.
Following the previous touchpoint on the confirmation email, attendees will
have their QR code on their device ready to scan when they arrive at the
Cambria Christmas Market. After parking, attendees will find the clearly
marked entrance and pull out their phone. Event staff will welcome them in a
festive manner and quickly scan their QR code. After having their code
scanned, attendees are free to enter and enjoy the christmas market. Our hope
is that this process is simple for both the staff and attendees so that we don’t
have a bottleneck effect at the entrance.
58

59. Touchpoint Template #4 Title: Expereience Type: Key Attributes:
Desired Results
1.
2. Expereincescape Elements 3. Expereincescape Elements
4. Contributors 5. Co Creation 6. Enhancements 7. Transitions
Frontstage Backstage
High
Low
Details:
Technical Artistic Implicit
Explicit
Memorable Creating Memories
Experiencing the Event
People
Place
Objects
Rules
Relationships
Blocking
How many people will
attend the event
Event Space
Lights, booths, bathrooms
Rules and boundaries for the
venue, & making sure those
areexplicittothevisitors
Organize the event so people can
follow pathways, find bathrooms,
vendors, medical tent, lost and
found,andentracnce
Count each person that comes
in to keep track of capacity
Explicitly post rules/details
about what part of the
property is off limits
Maps available for guests to
suggest a flow through the
event space
1.
2.
3.
Enduserswillenjoyanevening
withfamilyandfriends
Haveanynecessaryneedsmet
Enduserswillenjoythelightshow,
vendors,music,etc.
1.
2.
3.
Volunteers
Event Staff
Vendor Staff
Shuttling
Us!
Event designers
Light set up teams
Emergency Team
Participants will guide
themselves throught the event,
shop, take photos, and interact
with Santa and other characters
Make sure all the
tech is sound
Organize lines
well
Take down the
event/clean up
smoothly
1.
2.
3.
Light show
Meeting Santa
Photo booth
option
1.
2.
3. Results:
Designed Interaction:
Hours of the event end
Guided towards exit/leave parking lot
59

60. This touchpoint template details the flow of the event experience itself. This
memorable experience type will begin by entering the event to experience a
winter wonderland of lights, vendors, santa, and a christmas ambiance with
friends and family. End users will flow through the event space full of objects
and people with consideration of any event space rules. The frontstage
contributors of the event are volunteers, event staff, vendor staff, and
shuttling services. The backstage contributors are event/light designers,
emergency team, and labor staff for putting up the event. This event has a
relatively high co-creation aspect due to the participants guiding themselves
through the event and their own experience. The event will end abruptly and
explicitly when the hours of the event end-- this will guide participants to the
exit.
60

61. Touchpoint Template #5 Title: Expereience Type: Key Attributes:
Desired Results
1.
2. Experiencescape Elements 3. Experiencescape Elements
4. Contributors 5. Co Creation 6. Enhancements 7. Transitions
Frontstage Backstage
High
Low
Details:
Technical Artistic Implicit
Explicit
Leave the Event Prosaic Ordinary/Simplistic
People
Place
Objects
Rules
Relationships
Blocking
Event Staff/Parking Staff
Cambria Christmas Market
Exit Signs/ Parking Signs
Set Exit Time
Have a maximum guest limit
for capacity.
Have guests exit before others
arrive
Clearly marked signs are well
placed
1.
2.
3.
People are able to exit quickly
The sensory experience of
leaving while other people are
arriving is not overwhelming
End users are left with an
enjoyable experience
1.
2.
3.
Event Staff Setup Staff
Exit the event and locate their
vehicles
Walkways are
clear and easy to
see
Signs are legible
Event staff are
strategically locate
d to assist the user
if necessary
1.
2.
3.
Signs are
decorative
Themed language
used by staff
Christmas lights
guide path
1.
2.
3.
Results:
Designed Interaction:
Guests will be able to exit quickly
User will leave without an overwhelming
sensory experience
61

62. Like several of the other micro experience, this touchpoints serves to be an
enjoyable prosaic interaction. The user will simply exit the market following
clear signs and locate their cars. The event staff will be available to assist if
any help is needed. It will ideally be quick and easy with a limited number of
guests invited, and so there will be more room to move around. The end goal
is to make sure that users exit before the guests of the traditional market
enter to make sure that the sensory experience isn’t overwhelming.
62

63. D E C M B E R 1 S T , 2 0 1 9
EVALUATION
63

64. 1. Establish accountability-
Document the outcomes to prove benefits, impacts, & outputs of a
program. Families had a fun night at a popular attraction that was
made especially inclusive for them. Benefits included a great bonding
experience for families, and the chance to meet other families in
similar situations.
64

65. 2. Program development
Improve or refine the program. We all agreed that working with the
group in the earlier stages of planning the event would have been a
really great experience, because most of the planning was already
done by the time we met the organizers. We also would’ve loved to
advertise this event to get closer to our target attendance, however it
was really important to our organizers to keep the event exclusive, so
we personally were not able to advertise it.
65

66. 3. Organizational Management
Help determine if funds should be used or not in the future. We
believe the event was a success, especially for its first year running.
It’s so important to the special needs community & their family
members to feel included and valued, and this event really provided
that opportunity. In future years, groups could work on helping
organizations with their advertising to increase ticket sales, however
the event is supposed to be kept relatively small because of its target
audience.
66

67. Quantitative
Evaluation Data
67

68. Qualitative
Evaluation Data
68