In today's fiercely competitive market environment, experience design has become a crucial factor for businesses to acquire user satisfaction and gain a competitive advantage. This study aims to explore the elements of surprise in experience design, facilitating designers to comprehensively understand the relationship between user expectations and surprise design. Firstly, grounded theory is employed to conduct research analysis on users, resulting in seven main categories and three core theories. Secondly, the fuzzy comprehensive evaluation method is adopted to comprehensively consider users' emotional and cognitive feedback, quantifying and assessing the impact of surprise elements on user experience. The research findings indicate that users have three core categories in experience design: user expectations and emotional experiences, the novelty and individual differences of experiences, and social influence and brand identity. Among them, the top three categories in terms of comprehensive weight are emotional experiences (0.227), unexpectedness and novelty (0.178), and expectations and anticipation (0.169). By deeply understanding user expectations, providing surprise elements, and implementing personalized design, designers can better meet customer needs, create enjoyable and memorable user experiences, thereby enhancing the competitiveness and market value of products or services.