I thought I would share the slides from a UX presentation I did based on the Kano model, how it applies to UX principles and how the ownership of UX in any company can't be owned by one person called a UX designer.
18. The Kano Model.
How to measure the investment of improving customer satisfaction.
Delighters.
Frustraters.
Investment.
User Satisfaction.
19. The Kano Model.
How to measure the investment of improving customer satisfaction.
Delighters.
Frustraters.
Investment.
Basic Expectations.
User Satisfaction.
20. The Kano Model.
How to measure the investment of improving customer satisfaction.
Delighters.
User Satisfaction. If the goal is satisfaction we
Frustraters.
Investment.
can never delight.
We can however mess this up.
Basic Expectations.
21. We Have Basic Expectations.
Don’t fix what’s broken, just add another feature.
Let’s talk about my stay at Holiday Express.
• Couldn’t pay with my card to by snacks.
• Lift didn’t work.
• Wifi was fickle.
Lady asks me: “Did you enjoy your stay sir?”
I replied: “It was ok.”
Ok, is the problem. Ok isn’t bringing anyone back anytime
soon.
22. We Have Basic Expectations.
?
. .
(
. .
. .
(
Delightful Experiences.
Frustrating Experiences.
–
23. We Have Basic Expectations.
. .
(
. .
. .
(
Delightful Experiences.
Frustrating Experiences.
–
Usable Experiences.
24. Not creating an experience
that is sucky, is still not
creating an experience that
is delightful.
25. Why does the average
user sometimes seem to
be dumb or drunk?
26. User’s Aren’t Drunk Or Dumb.
The strange thing is most people use interfaces like they’re
drunk, but they’re not.
Most people engage with something like they’re dumb, but
they’re not.
So what the heck is going on!?
Unlike you, they’re not in love with the interface they’re
busy doing other things as well as checking out your
interface for the 1st time.
40. UX Strategy Basic Expectations.
• Beware the death of a thousand cuts.
• Don’t ignore consistent bad feedback.
• Missing a basic expectation causes extreme frustration.
• More you don’t deliver, the more it opens the door to
competitors.
41. The Kano Model.
How to measure the investment of improving customer satisfaction.
Delighters.
Frustraters.
Investment.
Basic Expectations.
User Satisfaction.
42. The Kano Model.
How to measure the investment of improving customer satisfaction.
Delighters.
Frustraters.
Investment.
Excitement
Generators
User Satisfaction.
Basic Expectations.
60. Meaning.
Hands down the best, most effective and meaningful user experiences are the ones
that feel invisible.
61. The Kano Model.
Excitement generators tend to move towards basic expectations.
Delighters.
Frustraters.
Investment.
Basic Expectations.
User Satisfaction.
Excitement
Generators
62. A Stellar Kano Model UX Strategy.
You haven’t achieved anything by meeting a users basic expectations,
however if you don’t they’re gone.
Be reluctant to just add features and keep pruning those features back
to prevent feature rot.
Get to creating delightful experiences through pleasure, flow &
meaning.
Remember delighters now, become basic expectations in the future.
63. Cool, that doesn’t seem
like rocket science, why
then is UX such a
contentious topic?
69. Most of us who practice it agree on the
goals of UX Design (happy users)
and even the methods we use to get there
(contextual inquiries, user journey maps,
wireframes, usability studies, etc).
But defining “the thing itself” continues to
baffle us.
70. The UX Designer Power Cards.
What a UX Designer should be able to do.
71. The UX Disciplines.
How can we expect one person to where all these hats?
UI Designer
Information Architect Content Strategist Developer Product Manager
72. Small tight teams that have the
authority to turn ideas around
are by far the most successful
in this iterative age.
We believe UX is still in it’s
infancy and look forward to
what the future holds.