Abstract
Experience design often emphasizes pleasurable emotion. In this paper, however, we seek to explore the role of negative emotion in experience with the case of storytelling applied to “mixed reality” technology in service situations. While mixed reality is a technological term focused on media, we propose the concept of “serviced reality,” which refocuses design on the needs and fulfillment of people who experience services across an organically unified virtual and real world. We introduce theories of storytelling to examine how stories connect negative and positive emotions in an overall flow that creates a sense of serviced reality. We discuss the role of negative emotion in the structure of autonomous experience based on Joseph Campbell’s model of the Hero’s Journey, with examples of student projects that applied this model to prototype service experiences.
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