Upload
andy-budd
View
17.063
Download
2
Embed Size (px)
DESCRIPTION
An updated version of my UX talk
Citation preview
Designing the User Experience Curve
The Perfect Hotel Experience
The User Experience Curve
Meaningful
Pleasurable
Convenient
Usable
Reliable
Functional (Useful)
Focused on
Experiences(People, Activities, Context)
Focused on
Tasks(Products, Features)
© 2006 Stephen P. Anderson | poetpainter.com
SUBJECTIVE / QUALITATIVE
OBJECTIVE / QUANTIFIABLE
Has personal significance
Memorable experience worth sharing
Super easy to use, works like I think
Can be used without di!culty
Is available and accurate
Works as programmed
Prioritize Aesthetics (no, not Graphic Design) (visual, behaviors, sounds, psychology)
Design for FLOW (boredom vs anxiety)
Leverage Game Mechanics/Learning Theory (completeness)
Have a Personality
Create conversational and context aware interactions (“Adaptive Interfaces”; narrative IA structures)
Elicit Desire (Limited availability, limited access, curious and seductive experiences)Simplify, organize, and clarify
information
Display information visually
Reduce features and complexity
Are easier to understand
Use language for more natural interactions
Add features that support desired behaviors (o!ine browsing)
Have a believable story
Co-create value with customers
Connect people in community
Are part of a bigger system
Appeal to emotional, spiritual, and social values
Create a tolerance for faults at lower levels
Are tied to a person’s self-image, highly personal
Empower people to do things previously not possible
Creating Pleasurable Interfaces: Getting from Tasks to Experiencescreated by Stephen P. Anderson | poetpainter.com
“It is not enough that we build products that function, that are understandable and usable -we also need to build products that bring joy and excitement, pleasure and fun, and yes, beauty, to people’s lives.”
-Donald Norman
THIS IS THE “CHASM” THAT IS REALLY, REALLY HARD FOR ORGANIZATIONS TO CROSS
Hierarchy of Needs
The Kano Model
1. First impressions count1
People do judge a book (or any product) by it’s cover
The hotel check-in experience
Unboxing your iPod
Computer Game Training Level
Create a landing page that communicates
Make the first experience fun
Interactive tours...
In situ tours...
Create a first use scenario
Video tours make experts quickly
2. Attentive service2
The doorman hailing a cab...
The waiter refilling your glass...
Opening a new line at the checkout...
Help people solve their problems
Avoid problems in the first place
Manages expectations
Get people back on track
Help systems
Add value
3. Personalisation and customisation3
The barmaid remembering your favourite drink...
Customise your drink at Starbucks...
Customise your game characters...
Welcome people back
Allow them to customise their own experience
Avatars
Provide value through recommendations
4. Attention to detail4
Car doors
At Disney even the trash cans are themed
Create delightful experiences
Delighters
Zurich Airport
Easter eggs
Delicious Library
Dopplr toys
6. Make it fun5
We love collecting...
Particularly if there is payback...
What do points make...
Leaderboards...
We’re programmed to enjoy exploring
You find play in the strangest places!
Google maps are fun...
Collecting photos...
Collecting friends...
Collecting badges...
Points and Leaderboards...
Create the perfect environment5
The Starbucks Experience
The Virgin Lounge
Whole Foods Market
Vegas baby, yeah
The User Experience Curve
Visit Home Page
Take Tour
Register
Complete Profile
Invite FriendsExplore Site
Day-to-day Use
Add to Favourites
Day-to-day UseDay-to-day Use
First Purchase
Add to BasketAdd a Comment
Customise SitePersonaliseRecommendation
www.andybudd.com www.clearleft.com [email protected]
http://www.flickr.com/photos/mpdehaan/
276497061
http://flickr.com/photos/seraphimc/107130125/
http://flickr.com/photos/fortphoto/1542210995
http://flickr.com/photos/tantek/132677060/
http://flickr.com/photos/
47313217@N00/1360279731
http://flickr.com/photos/fattytuna/357378839/
http://flickr.com/photos/kb-a/43723177
http://flickr.com/photos/davidz/235767673/
http://flickr.com/photos/glamhag/1894171628/
http://flickr.com/photos/mikeschmid/316595668
http://flickr.com/photos/aernout/486765071/
http://flickr.com/photos/ari/418042736
http://flickr.com/photos/paseodelsur/71971684/
http://flickr.com/photos/lauramary/1329843460
http://flickr.com/photos/giando/309134729
http://flickr.com/photos/more_pi-dah/442167479
http://www.flickr.com/photos/joshrussell/
1397913617/
http://flickr.com/photos/irrawaddyerik
http://flickr.com/photos/latitudes/263133495
http://flickr.com/photos/duncan/2084134925
http://www.flickr.com/photos/joeclark/1603186528
http://www.flickr.com/photos/xrrr/1295881382
http://www.flickr.com/photos/dryicons/2214368070
http://www.flickr.com/photos/vincross/184541034/
http://www.flickr.com/photos/tantek/272672701
http://www.flickr.com/photos/thehutch/
2168473863
http://www.flickr.com/photos/special/87276
http://www.flickr.com/photos/padsbrother/
197482567
http://www.flickr.com/photos/crypticon/
2073843558
http://www.flickr.com/photos/mhwolk/245494571/
http://www.flickr.com/photos/mr_babyman/
521306970
http://www.flickr.com/photos/adactio/251820692
http://www.flickr.com/photos/stuckincustoms/
2349026792
http://www.flickr.com/photos/stephenr/362189858/
http://www.flickr.com/photos/chengyee
http://flickr.com/photos/hofnik/
So where are the web examples?