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An updated version of my UX talk
Designing the User Experience Curve
The Perfect Hotel Experience
The User Experience Curve
Hierarchy of Needs
SUBJECTIVE / QUALITATIVE
“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,
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
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
Use language for more natural
Can be used without diﬃculty
Creating Pleasurable Interfaces:
Add features that support desired
Is available and accurate
Getting from Tasks to Experiences
behaviors (oﬄine browsing) created by Stephen P. Anderson | poetpainter.com
Works as programmed
OBJECTIVE / QUANTIFIABLE © 2006 Stephen P. Anderson | poetpainter.com
The Kano Model
1 First impressions count
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
In situ tours...
Create a ﬁrst use scenario
Video tours make experts quickly
2 Attentive service
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
Get people back on track
3 Personalisation and customisation
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
Provide value through recommendations
4 Attention to detail
At Disney even the trash cans are themed
Create delightful experiences
5 Make it fun
We love collecting...
Particularly if there is payback...
What do points make...
We’re programmed to enjoy exploring
You ﬁnd play in the strangest places!
Google maps are fun...
Points and Leaderboards...
5 Create the perfect environment
The Starbucks Experience
The Virgin Lounge
Whole Foods Market
Vegas baby, yeah
The User Experience Curve
Invite Friends First Purchase
Recommendation Customise Site
Add to Favourites
Visit Home Page
Add a Comment
Add to Basket
So where are the web examples?