Customer and user experience is not always about the website, the phone call, or person-to-person interaction in a store. It can also come through the form of packaging.

I just bought a Mac mini recently (for a living room media server) and was blown away by the unboxing. Apple has always been really great about their packaging. Having worked at Apple, I’ve seen the extreme extent of explorations that go into creating the outside of the box (over 500 comps were created for the Power Mac G5 box). (Incidentally, I worked on the second generation iPod package that featured musical artists like Jimi Hendrix.)

What really impressed me about unboxing the Mac mini was not the outside (although nicely designed), but the inside. The package anticipated my every move. How? Let me illustrate.

The New York Times published a story today about the Genius Bars in the Apple Stores, and how they are the “souls of the stores.” Mentioned within the article is the video loop that plays behind the Bar, which I had the pleasure and privilege of designing!

Invariably in their 20’s and 30’s, and predominantly male, Apple’s experts do keep lofty company. Behind each bar is a screen with a rotating display of quotations from half a dozen better-known intellectual luminaries, like Leonardo da Vinci (“The noblest pleasure is the joy of understanding”) and Michelangelo (“If people knew how hard I had to work to gain my mastery, it wouldn’t seem wonderful at all”).