5-Star User Experience: What Going Out To Eat Teaches Us About UX Design

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  • Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler jimmy@uxprinciples.com

    5-Star User Experience: What Going Out To Eat Teaches Us About UX Design

    Presented at: UXCamp DC 2016 #uxcampdc

    #5StarUX

    http://about.me/jimmychandlerhttp://www.uxprinciples.comhttps://www.linkedin.com/in/jimmychandlermailto:jimmy@uxprinciples.com

  • Image Courtesy of Shutterstock

  • Photo courtesy Maya Jackson

  • Crunchy Lobster, Spicy Tuna, and Yellowtail and Scallion Rolls, Ichiban Sushi, McLean, VA

  • Most Important To You

  • Lobster Ravioli, Fiola, Washington, DC

    Food

  • Service

  • People

  • Most Important

    Food quality (tasty) Smell and cleanliness Cost (value) Respect our requests

    Atmosphere/Noise Level Easy to get to (parking,

    transit)

    Accessible

  • Managing Expectations

    Photo courtesy Julie Riederer Nine Types of Lasagna at Tommy Lasagna

  • First Rule of UXYou cannot not communicate. Every behavior is a kind of communication.

    Paul Watzlawicks First Axiom of CommunicationSource: http://52weeksofux.com/tagged/week_1

    http://52weeksofux.com/tagged/week_1

  • Decide on a restaurant (research) Make a reservation (phone, Opentable) Arrive, ask for a table Wait in the bar Seating Greeting, drinks? Read menu, listen to specials Order Drink, eat, converse (text/email) Wait staff asks if everythings ok

    Restroom, smoke, phone call Refills Talk to Manager Clear plates Dessert Request check Decide on tip, pay Call cab Get coats Exit

  • Stress Pleasure

  • PleasureStress

  • Decide on a restaurant (research) Make a reservation (phone, Opentable) Arrive, ask for a table Wait in the bar Seating Greeting, drinks? Read menu, listen to specials Order Drink, eat, converse (text/email) Wait staff asks if everythings ok

    Restroom, smoke, phone call Refills Talk to Manager Clear plates Dessert Request check Decide on tip, pay Call cab Get coats Exit

  • Decide on a restaurant (research) Make a reservation (phone, Opentable) Arrive, ask for a table Wait in the bar Seating Greeting, drinks? Read menu, listen to specials Order Drink, eat, converse (text/email) Wait staff asks if everythings ok

    Restroom, smoke, phone call Refills Talk to Manager Clear plates Dessert Request check Decide on tip, pay Call cab Get coats Exit

  • Find the Seemless website Type in URL, bookmark, search

    Log in or sign up Pick from My Order History Or bookmarks, favorites or search

    If searching, pick correct address Delivery or Pickup? Filter Name, price, rating, delivery estimate Or sort to narrow down search

    Read reviews to help decision Ask spouse what they want Select restaurant Select items Tip amount Checkout Review order Submit Get confirmation email Get food

    Seamless

  • Find the Seemless website Type in URL, bookmark, search

    Log in or sign up Pick from My Order History Or bookmarks, favorites or search

    If searching, pick correct address Delivery or Pickup? Filter Name, price, rating, delivery estimate Or sort to narrow down search

    Read reviews to help decision Ask spouse what they want Select restaurant Select items Tip amount Checkout Review order Submit Get confirmation email Get food

    Seamless

  • Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco

    Service

  • Technical delivery of a product

    Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco

  • Service = usable, useful, and reliable

    Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco

  • Photo courtesy kowarski http://goo.gl/YoQAvC

    Salt Selection, Per Se, New York

    http://goo.gl/YoQAvC

  • To be on a guests side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response.

    Dany Meyer, Setting the Table

    Photo Courtesy Julie Riederer, Popcorn Soup at wd~50

    Hospitality

  • How the delivery of a product makes its recipients feel.

    Photo Courtesy Julie Riederer, Popcorn Soup at wd~50

  • Photo Courtesy Julie Riederer, Popcorn Soup at wd~50

    Hospitality = delightful and engaging

  • Photo Courtesy Julie Riederer, Popcorn Soup at wd~50

    To be on a guests side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response.

    Dany Meyer, Setting the Table

  • EmpathyThe ability to understand and share the feelings of another.

    aka Emotional Empathy

    Indi Young, author of Practical Empathy

  • Cognitive EmpathyAn intent to understand another person: how they think, what their guiding principles are, what their reactions areand how those reactions are different from your own

    Indi Young, author of Practical Empathy

  • InsightThe capacity to gain an accurate and deep intuitive understanding of a person or thing.

  • Mental Modelsan explanation of someone's thought process about how something works

    Source: Wikipediahttps://en.wikipedia.org/wiki/Mental_model

    https://en.wikipedia.org/wiki/Mental_model

  • Stress Pleasure

  • PleasureStress

  • Source: Is Design Metrically Opposed? https://vimeo.com/138359368

    https://vimeo.com/138359368

  • "I'm not here to enter into a relationship. I just want to buy something."

    User interview

  • http://www.uie.com/articles/three_hund_million_button/

    http://www.uie.com/articles/three_hund_million_button/

  • Why do we care?

  • Emotions Help Us Make Decisions

  • Addressing Mistakes Awareness Acknowledgement Apology Action Additional generosity

    Photo Courtesy Nicolette Chandler, Casa Luca, Washington, DC

  • Best Case: Prevent Errors

  • If errors happen

  • Review

  • Your product is a series of interactions that cause stress or pleasure

  • Good service in a restaurant = a usable, useful, and reliable product

  • Restaurant hospitality = a delightful design

  • Delightful design fulfills peoples emotional needs

  • To accomplish this requires empathy and insight

  • Insight requires data from listening and observing, not inferences

  • Thank You!

    Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler jimmy@uxprinciples.com

    Photo courtesy Maya Jackson

    http://about.me/jimmychandlerhttp://www.uxprinciples.comhttps://www.linkedin.com/in/jimmychandlermailto:jimmy@uxprinciples.com

  • Related Reading Aarron Walter, Designing for Emotion Whitney Hess, So you wanna be a user

    experience designer Step 2: Guiding Principles, http://whitneyhess.com/blog/2009/11/23/so-you-wanna-be-a-user-experience-designer-step-2-guiding-principles/

    Indi Young Book: Practical Empathy Video: https://vimeo.com/98714873 Article:

    http://rosenfeldmedia.com/blogs/mental-models/how-to-wield-empathy/

    Don Norman,Emotional Design Stephen P. Anderson, Seductive Interaction

    Design

    Dana Chisnell Beyond Frustration: Three levels of happy

    design http://uxmag.com/articles/beyond-frustration-three-levels-of-happy-design

    Deconstructing Delight: Pleasure, Flow,& Meaning http://www.slideshare.net/danachisnell/deconstructing-delight

    Jared Spool, The $300 Million Buttonhttp://www.uie.com/articles/three_hund_million_button/

    http://whitneyhess.com/blog/2009/11/23/so-you-wanna-be-a-user-experience-designer-step-2-guiding-principles/https://vimeo.com/98714873http://rosenfeldmedia.com/blogs/mental-models/how-to-wield-empathy/http://uxmag.com/articles/beyond-frustration-three-levels-of-happy-designhttp://www.slideshare.net/danachisnell/deconstructing-delighthttp://www.uie.com/articles/three_hund_million_button/

  • Recommended UX Books Abby Covert, How To Make Sense Of Any

    Mess: Information Architecture For Everybody

    Don Norman,Design of Everyday Things Steve Krug,Dont Make Me Think (3rd

    Edition)andRocket Surgery Made Easy

    Alan Cooper,About Face 4 Russ Unger and Carolyn Chandler,A Project

    Guide to UX Design (2nd Edition)

    Peter Morville and Louis Rosenfeld,Information Architecture For the Web and Beyond (4th Edition)

    Jeff Raskin,The Humane Interface

    Dan Brown,Communicating Design Dan Saffer, Microinteractions Jennifer Tidwell, Designing Interfaces Lidwell, Holden & Butler, Universal Principles

    of Design

    Quesenbery & Brooks, Storytelling for User Experience

    Goodman, Kuniavsky & Moed, Observing the User Experience

    Halvorson & Rach, Content Strategy for the Web, 2nd Edition

    Horton & Quesenbery, A Web For Everyone

  • Recommended UX Websites

    http://52weeksofux.com http://uxmyths.com/ http://www.lukew.com/ff/ http://www.uie.com/brainsparks/ http://aycl.uie.com

    A library of 230 seminars by experts in all things UX design. $23 per/month

    http://alistapart.com/ http://uxmag.com/ http://www.uxbooth.com/ http://boxesandarrows.com http://www.subtraction.com

    http://52weeksofux.com/http://uxmyths.com/http://www.lukew.com/ff/http://www.uie.com/brainsparks/http://aycl.uie.comhttp://alistapart.com/http://uxmag.com/http://www.uxbooth.com/http://boxesandarrows.com/http://www.subtraction.com/