Designing The User Experience Curve

Slide 1: Designing the User Experience Curve

Slide 2: The Perfect Hotel Experience

Slide 3: A More Typical Experience

Slide 4: The User Experience Curve

Slide 5: SUBJECTIVE / QUALITATIVE Focused on “It is not enough that we build Have a believable story Experiences products that function, that are Co-create value with customers (People, Activities, Context) understandable and usable - Connect people in community we also need to build products Are part of a bigger system that bring joy and excitement, Prioritize Aesthetics (no, not Graphic Design) Appeal to emotional, spiritual, and (visual, behaviors, sounds, psychology) pleasure and fun, and yes, social values Design for FLOW (boredom vs anxiety) beauty, to people’s lives.” Create a tolerance for faults at lower levels Leverage Game Mechanics/Learning Theory -Donald Norman (completeness) Are tied to a person’s self-image, highly personal Have a Personality Empower people to do things Meaningful Create conversational and context aware previously not possible Has personal significance interactions (“Adaptive Interfaces”; narrative IA structures) Pleasurable Elicit Desire Memorable experience worth sharing (Limited availability, limited access, curious and Simplify, organize, and clarify seductive experiences) information Convenient THIS IS THE “CHASM” THAT IS REALLY, REALLY HARD FOR ORGANIZATIONS TO CROSS Display information visually Super easy to use, works like I think Reduce features and complexity Are easier to understand Usable Use language for more natural Can be used without difficulty Creating Pleasurable Interfaces: interactions Add features that support desired Reliable Is available and accurate Getting from Tasks to Experiences behaviors (offline browsing) created by Stephen P. Anderson | poetpainter.com Functional (Useful) Works as programmed Focused on Tasks (Products, Features) OBJECTIVE / QUANTIFIABLE © 2006 Stephen P. Anderson | poetpainter.com Hierarchy of Needs

Slide 6: Anticipation Duration Intensity Sensation Differentiation Significance

Slide 7: 1 First impressions count 1.

Slide 8: Checking in at a hotel...

Slide 9: People judge on looks ...

Slide 10: Unboxing your iPod

Slide 11: Computer Game Training Level

Slide 12: Computer Game Training Level

Slide 13: Create a nice design...

Slide 14: The Start Screen on BaseCamp...

Slide 15: Tours...

Slide 16: Interactive tours...

Slide 17: Newbie you

Slide 18: 2 Attentive Service 2.

Slide 19: The doorman hailing a cab...

Slide 20: The waiter refilling your glass...

Slide 21: Opening a new line at the checkout...

Slide 22: Usability

Slide 23: Take Apple

Slide 24: 3 Personalisation and customisation 3.

Slide 25: The barmaid remembering your favourite drink...

Slide 26: Customise your drink at Starbucks...

Slide 27: Customise your game characters...

Slide 28: Welcome people...

Slide 29: Customisation...

Slide 30: Personal recommendations...

Slide 31: 4 Attention to detail 4.

Slide 32: Car doors...

Slide 33: Even the trash cans are themed...

Slide 34: Make quality evident in everything...

Slide 35: Create delightful experiences...

Slide 36: Use quality imagery and copy...

Slide 37: Attention to detail

Slide 38: Hello Andy I'm Little MOO - the bit of software that will be managing your order with us. It will shortly be sent to Big MOO, our print machine who will print it for you in the next few days. I'll let you know when it's done and on its way to you. In the meantime you can track and manage your order at: http://www.moo.com/account Remember, I'm just a bit of software. So, if you have any questions regarding your order please contact customer services (who are real people) at: http://www.moo.com/service Thanks, Little MOO, Print Robot Personality is important

Slide 39: Easter eggs...

Slide 40: 55. Feedback

Slide 41: Something is happening...

Slide 42: Prevents you wasting time...

Slide 43: Manages expectations...

Slide 44: Help people solve their problems

Slide 45: Buttons give positive feedback...

Slide 46: Progress through the system...

Slide 47: Something is happening...

Slide 48: Facebook stream...

Slide 49: Google maps are fun...

Slide 50: Friendly and helpful feedback messages...

Slide 51: 6 Make it fun 6.

Slide 52: We’re love collecting...

Slide 53: Particularly if there is payback...

Slide 54: What do points make...

Slide 55: Leaderboards...

Slide 56: Leaderboards...

Slide 57: We’re programmed to enjoy exploring

Slide 58: Collecting photos...

Slide 59: Collecting friends...

Slide 60: Collecting badges...

Slide 61: Points and Leaderboards...

Slide 62: Just start playing...

Slide 63: 7 Create the perfect environment 7.

Slide 64: The Starbucks Experience...

Slide 65: The Virgin Lounge...

Slide 66: Vegas baby, yeah...

Slide 67: So where are the web examples?

Slide 68: www.andybudd.com www.clearleft.com info@andybudd.com

Slide 69: http://www.flickr.com/photos/mpdehaan/ http://flickr.com/photos/latitudes/263133495 276497061 http://flickr.com/photos/duncan/2084134925 http://flickr.com/photos/seraphimc/107130125/ http://www.flickr.com/photos/joeclark/1603186528 http://flickr.com/photos/fortphoto/1542210995 http://www.flickr.com/photos/xrrr/1295881382 http://flickr.com/photos/tantek/132677060/ http://www.flickr.com/photos/dryicons/2214368070 http://flickr.com/photos/ http://www.flickr.com/photos/vincross/184541034/ 47313217@N00/1360279731 http://www.flickr.com/photos/tantek/272672701 http://flickr.com/photos/fattytuna/357378839/ http://www.flickr.com/photos/thehutch/ http://flickr.com/photos/kb-a/43723177 2168473863 http://flickr.com/photos/davidz/235767673/ http://www.flickr.com/photos/special/87276 http://flickr.com/photos/glamhag/1894171628/ http://www.flickr.com/photos/padsbrother/ http://flickr.com/photos/mikeschmid/316595668 197482567 http://flickr.com/photos/aernout/486765071/ http://www.flickr.com/photos/crypticon/ http://flickr.com/photos/ari/418042736 2073843558 http://flickr.com/photos/paseodelsur/71971684/ http://www.flickr.com/photos/mhwolk/245494571/ http://flickr.com/photos/lauramary/1329843460 http://www.flickr.com/photos/mr_babyman/ http://flickr.com/photos/giando/309134729 521306970 http://flickr.com/photos/more_pi-dah/442167479 http://www.flickr.com/photos/adactio/251820692 http://www.flickr.com/photos/joshrussell/ http://www.flickr.com/photos/stuckincustoms/ 1397913617/ 2349026792 http://flickr.com/photos/irrawaddyerik http://www.flickr.com/photos/stephenr/362189858/