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Designing the User Experience Curve
The Perfect Hotel Experience
The User Experience Curve
Hierarchy of Needs

                                                      SUBJECTIVE / QUALITATIVE

                      ...
The Kano Model
1 First impressions count
1.
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 service
2.
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 customisation
3.
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 detail
4.
Car doors
At Disney even the trash cans are themed
Create delightful experiences
Delighters
Zurich Airport
Easter eggs
Delicious Library
Dopplr toys
5 Make it fun
6.
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...
5   Create the perfect environment
The Starbucks Experience
The Virgin Lounge
Whole Foods Market
Vegas baby, yeah
The User Experience Curve
                              Complete Profile


                                        Explore ...
www.andybudd.com
www.clearleft.com
info@andybudd.com
http://www.flickr.com/photos/mpdehaan/           http://flickr.com/photos/duncan/2084134925
                      276497061 ...
So where are the web examples?
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Designing The User Experience Curve 2.0 Slide 1 Designing The User Experience Curve 2.0 Slide 2 Designing The User Experience Curve 2.0 Slide 3 Designing The User Experience Curve 2.0 Slide 4 Designing The User Experience Curve 2.0 Slide 5 Designing The User Experience Curve 2.0 Slide 6 Designing The User Experience Curve 2.0 Slide 7 Designing The User Experience Curve 2.0 Slide 8 Designing The User Experience Curve 2.0 Slide 9 Designing The User Experience Curve 2.0 Slide 10 Designing The User Experience Curve 2.0 Slide 11 Designing The User Experience Curve 2.0 Slide 12 Designing The User Experience Curve 2.0 Slide 13 Designing The User Experience Curve 2.0 Slide 14 Designing The User Experience Curve 2.0 Slide 15 Designing The User Experience Curve 2.0 Slide 16 Designing The User Experience Curve 2.0 Slide 17 Designing The User Experience Curve 2.0 Slide 18 Designing The User Experience Curve 2.0 Slide 19 Designing The User Experience Curve 2.0 Slide 20 Designing The User Experience Curve 2.0 Slide 21 Designing The User Experience Curve 2.0 Slide 22 Designing The User Experience Curve 2.0 Slide 23 Designing The User Experience Curve 2.0 Slide 24 Designing The User Experience Curve 2.0 Slide 25 Designing The User Experience Curve 2.0 Slide 26 Designing The User Experience Curve 2.0 Slide 27 Designing The User Experience Curve 2.0 Slide 28 Designing The User Experience Curve 2.0 Slide 29 Designing The User Experience Curve 2.0 Slide 30 Designing The User Experience Curve 2.0 Slide 31 Designing The User Experience Curve 2.0 Slide 32 Designing The User Experience Curve 2.0 Slide 33 Designing The User Experience Curve 2.0 Slide 34 Designing The User Experience Curve 2.0 Slide 35 Designing The User Experience Curve 2.0 Slide 36 Designing The User Experience Curve 2.0 Slide 37 Designing The User Experience Curve 2.0 Slide 38 Designing The User Experience Curve 2.0 Slide 39 Designing The User Experience Curve 2.0 Slide 40 Designing The User Experience Curve 2.0 Slide 41 Designing The User Experience Curve 2.0 Slide 42 Designing The User Experience Curve 2.0 Slide 43 Designing The User Experience Curve 2.0 Slide 44 Designing The User Experience Curve 2.0 Slide 45 Designing The User Experience Curve 2.0 Slide 46 Designing The User Experience Curve 2.0 Slide 47 Designing The User Experience Curve 2.0 Slide 48 Designing The User Experience Curve 2.0 Slide 49 Designing The User Experience Curve 2.0 Slide 50 Designing The User Experience Curve 2.0 Slide 51 Designing The User Experience Curve 2.0 Slide 52 Designing The User Experience Curve 2.0 Slide 53 Designing The User Experience Curve 2.0 Slide 54 Designing The User Experience Curve 2.0 Slide 55 Designing The User Experience Curve 2.0 Slide 56 Designing The User Experience Curve 2.0 Slide 57 Designing The User Experience Curve 2.0 Slide 58 Designing The User Experience Curve 2.0 Slide 59 Designing The User Experience Curve 2.0 Slide 60 Designing The User Experience Curve 2.0 Slide 61 Designing The User Experience Curve 2.0 Slide 62 Designing The User Experience Curve 2.0 Slide 63 Designing The User Experience Curve 2.0 Slide 64
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Designing The User Experience Curve 2.0

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An updated version of my UX talk

Designing The User Experience Curve 2.0

  1. 1. Designing the User Experience Curve
  2. 2. The Perfect Hotel Experience
  3. 3. The User Experience Curve
  4. 4. Hierarchy of Needs 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
  5. 5. The Kano Model
  6. 6. 1 First impressions count 1.
  7. 7. People do judge a book (or any product) by it’s cover
  8. 8. The hotel check-in experience
  9. 9. Unboxing your iPod
  10. 10. Computer Game Training Level
  11. 11. Create a landing page that communicates
  12. 12. Make the first experience fun
  13. 13. Interactive tours...
  14. 14. In situ tours...
  15. 15. Create a first use scenario
  16. 16. Video tours make experts quickly
  17. 17. 2 Attentive service 2.
  18. 18. The doorman hailing a cab...
  19. 19. The waiter refilling your glass...
  20. 20. Opening a new line at the checkout...
  21. 21. Help people solve their problems
  22. 22. Avoid problems in the first place
  23. 23. Manages expectations
  24. 24. Get people back on track
  25. 25. Help systems
  26. 26. Add value
  27. 27. 3 Personalisation and customisation 3.
  28. 28. The barmaid remembering your favourite drink...
  29. 29. Customise your drink at Starbucks...
  30. 30. Customise your game characters...
  31. 31. Welcome people back
  32. 32. Allow them to customise their own experience
  33. 33. Avatars
  34. 34. Provide value through recommendations
  35. 35. 4 Attention to detail 4.
  36. 36. Car doors
  37. 37. At Disney even the trash cans are themed
  38. 38. Create delightful experiences
  39. 39. Delighters
  40. 40. Zurich Airport
  41. 41. Easter eggs
  42. 42. Delicious Library
  43. 43. Dopplr toys
  44. 44. 5 Make it fun 6.
  45. 45. We love collecting...
  46. 46. Particularly if there is payback...
  47. 47. What do points make...
  48. 48. Leaderboards...
  49. 49. We’re programmed to enjoy exploring
  50. 50. You find play in the strangest places!
  51. 51. Google maps are fun...
  52. 52. Collecting photos...
  53. 53. Collecting friends...
  54. 54. Collecting badges...
  55. 55. Points and Leaderboards...
  56. 56. 5 Create the perfect environment
  57. 57. The Starbucks Experience
  58. 58. The Virgin Lounge
  59. 59. Whole Foods Market
  60. 60. Vegas baby, yeah
  61. 61. The User Experience Curve Complete Profile Explore Site Invite Friends First Purchase Register Personalise Recommendation Customise Site Take Tour Add to Favourites Visit Home Page Add a Comment Add to Basket Day-to-day Use Day-to-day Use Day-to-day Use
  62. 62. www.andybudd.com www.clearleft.com info@andybudd.com
  63. 63. http://www.flickr.com/photos/mpdehaan/ http://flickr.com/photos/duncan/2084134925 276497061 http://www.flickr.com/photos/joeclark/1603186528 http://flickr.com/photos/seraphimc/107130125/ http://www.flickr.com/photos/xrrr/1295881382 http://flickr.com/photos/fortphoto/1542210995 http://www.flickr.com/photos/dryicons/2214368070 http://flickr.com/photos/tantek/132677060/ http://www.flickr.com/photos/vincross/184541034/ http://flickr.com/photos/ http://www.flickr.com/photos/tantek/272672701 47313217@N00/1360279731 http://www.flickr.com/photos/thehutch/ http://flickr.com/photos/fattytuna/357378839/ 2168473863 http://flickr.com/photos/kb-a/43723177 http://www.flickr.com/photos/special/87276 http://flickr.com/photos/davidz/235767673/ http://www.flickr.com/photos/padsbrother/ http://flickr.com/photos/glamhag/1894171628/ 197482567 http://flickr.com/photos/mikeschmid/316595668 http://www.flickr.com/photos/crypticon/ http://flickr.com/photos/aernout/486765071/ 2073843558 http://flickr.com/photos/ari/418042736 http://www.flickr.com/photos/mhwolk/245494571/ http://flickr.com/photos/paseodelsur/71971684/ http://www.flickr.com/photos/mr_babyman/ http://flickr.com/photos/lauramary/1329843460 521306970 http://flickr.com/photos/giando/309134729 http://www.flickr.com/photos/adactio/251820692 http://flickr.com/photos/more_pi-dah/442167479 http://www.flickr.com/photos/stuckincustoms/ http://www.flickr.com/photos/joshrussell/ 2349026792 1397913617/ http://www.flickr.com/photos/stephenr/362189858/ http://flickr.com/photos/irrawaddyerik http://www.flickr.com/photos/chengyee http://flickr.com/photos/latitudes/263133495 http://flickr.com/photos/hofnik/
  64. 64. So where are the web examples?
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