From Puerto Rico to the Pixel: Designing Experiences That Stay With You
When people hear I design both digital customer journeys and immersive retreats in places like Puerto Rico, they often think the two couldn’t be more different.
Screens vs. sunsets. Emails vs. ocean breezes. Click-through rates vs. cultural adventures.
But here’s the truth: The experience design framework is exactly the same.
Whether I’m mapping a brand’s online touchpoints or curating a five-day cultural immersion, I follow four key pillars that turn good experiences into unforgettable ones.
1. Onboarding: Set the Tone Early
In customer journey mapping, onboarding (also referred to as awareness) is your chance to make a lasting first impression — the welcome email, the product tour, and the “this brand gets me” moment.
In retreat planning, onboarding starts the second a guest books - upon receipt of:
A confirmation email that sparks excitement
A pre-trip guide that reduces uncertainty
A personal welcome when they arrive on site
Whether online or in person, this phase sets the tone and builds trust from the very first touchpoint.
2. Surprise Elements: Add the Unexpected Wow
Surprise is a powerful tool in experience design. In the digital space, it might be a bonus resource or an unexpected feature.
In a curated travel experience, surprises might include:
A chef’s off-menu special
A delightful detour to a local artisan’s workshop
A sunset picnic guests didn’t see coming
These moments don’t just add delight — they create emotional connections that keep people talking long after the experience ends.
3. Feedback Moments: Stay in Tune
Great experiences don’t wait until the end to check in.
In digital CX, feedback moments might include surveys, in-app prompts, or live chat check-ins.
At a retreat, it’s the breakfast conversation that sparks adjustments, or the casual midweek chat that uncovers a small change to make the day even better. Real-time listening shows you’re not just delivering a service — you’re shaping an experience together.
4. Intentional Closure: End on a High Note
The way an experience ends often determines how it’s remembered.
In a brand relationship, intentional closure might mean a thoughtful offboarding email, a thank-you gift, or a loyalty program invitation.
In a retreat setting, it’s the farewell brunch, the reflection circle, and the group photo that becomes a keepsake. Closure leaves people not just satisfied, but deeply connected.
Why the Four Pillars Work Everywhere
From a customer experience strategy standpoint, these pillars ensure that every journey — whether it’s through a website or El Yunque rainforest — is meaningful, intentional, and memorable.
Because experiences shouldn’t just serve.
They should stay with you.
That’s why I approach every project, from brand storytelling to curated travel, with the same guiding question:
How do we design experiences that move people — not just move product?
Your Turn:
Think about an experience you still remember years later. Was it the welcome, the surprise, the check-in, or the way it ended that made it unforgettable?