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What You Can Learn About
UX from Dining Out



Jimmy Chandler
User Experience Sr Manager, PasteGroup
@uxprinciples
Danny Meyer, Setting the
Table
• Goal: meet emotional needs of
  your customers
• Meyer tries to meet these
  emotional needs through his
  restaurants’ hospitality
First four things we hope
every infant experiences
• Eye contact
• Smile
• Hug
• Food

                 Danny Meyer, Setting the Table
Service
 The technical delivery of a product


Hospitality
 How the delivery of that product
 makes us feel


                      Danny Meyer, Setting the Table
Addressing Mistakes
• Awareness
• Acknowledgement
• Apology
• Action
• Additional generosity

                      Danny Meyer, Setting the Table
User Experience

 The sum of all interactions and
 events, both positive and negative,
 between a person and a product or
 service.



     adapted from a definition found at
     www.longdogstudio.com/fern/resources/tools/glossary/index.htm
UX Umbrella
• Visual design
• Information architecture
• Interaction design
• Usability
• User research
• Content strategy
              http://www.slideshare.net/uxcrank/the-ux-umbrella
Emotional Design

• Emotions change how we solve
  problems
• Positive emotions critical to
  learning, curiosity & creative
  thought
• Attractive interfaces perceived as
  easier to use
Negativity Bias

  Bad is stronger than good
You cannot not communicate. Every
behaviour is a kind of communication.
Because behaviour does not have a
counterpart (there is no anti-
behaviour), it is not possible not to
communicate.




               Paul Watzlawick’s First Axiom of Communication
First Rule of UX

  Everything a designer does affects
  the user experience




               Source: http://52weeksofux.com/tagged/week_1
Principles of UX
• Understand the problem
• Understand your users (acknowledge that
  the user is not like you, have empathy)
• Simplicity
• Cues, context, feedback, scent
• Visual hierarchy
• Errors: preventable, reversible
Recommended Books
•   Steve Krug, Don’t Make Me Think and Rocket Surgery Made Easy
•   Don Norman, Emotional Design and Design of Everyday Things
•   Alan Cooper, The Inmates Are Running the Asylum and About
    Face 3
•   Russ Unger and Carolyn Chandler, A Project Guide to UX Design
    (2nd Edition)
•   Peter Morville and Louis Rosenfeld, Information Architecture for
    the World Wide Web (3rd Edition)
•   Jeff Raskin, The Humane Interface
•   http://rosenfeldmedia.com/books/
•   http://ideas.semanticfoundry.com/the-ux-canon-essential-
    reading-for-the-user-experience-designer/
Recommended Websites
•   Whitney Hess, So you wanna be a user experience designer
    • Step 1: Resources http://whitneyhess.com/blog/
      2009/06/30/so-you-wanna-be-a-user-experience-
      designer-step-1-resources/
    • Step 2: Guiding Principles http://whitneyhess.com/blog/
      2009/11/23/so-you-wanna-be-a-user-experience-
      designer-step-2-guiding-principles/
•   http://52weeksofux.com
•   http://uxmyths.com/
•   http://www.uie.com/brainsparks/
•   http://alistapart.com/
Restaurant Websites
• http://venomousporridge.com/post/389785000/a-
  conversation-i-have-every-month-or-so
• http://neversaidaboutrestaurantwebsites.tumblr.com/
What You Can Learn About
UX from Dining Out



Jimmy Chandler
User Experience Sr Manager, PasteGroup
@uxprinciples

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What You Can Learn About UX from Dining Out

  • 1. What You Can Learn About UX from Dining Out Jimmy Chandler User Experience Sr Manager, PasteGroup @uxprinciples
  • 2. Danny Meyer, Setting the Table • Goal: meet emotional needs of your customers • Meyer tries to meet these emotional needs through his restaurants’ hospitality
  • 3. First four things we hope every infant experiences • Eye contact • Smile • Hug • Food Danny Meyer, Setting the Table
  • 4. Service The technical delivery of a product Hospitality How the delivery of that product makes us feel Danny Meyer, Setting the Table
  • 5. Addressing Mistakes • Awareness • Acknowledgement • Apology • Action • Additional generosity Danny Meyer, Setting the Table
  • 6. User Experience The sum of all interactions and events, both positive and negative, between a person and a product or service. adapted from a definition found at www.longdogstudio.com/fern/resources/tools/glossary/index.htm
  • 7. UX Umbrella • Visual design • Information architecture • Interaction design • Usability • User research • Content strategy http://www.slideshare.net/uxcrank/the-ux-umbrella
  • 8. Emotional Design • Emotions change how we solve problems • Positive emotions critical to learning, curiosity & creative thought • Attractive interfaces perceived as easier to use
  • 9. Negativity Bias Bad is stronger than good
  • 10. You cannot not communicate. Every behaviour is a kind of communication. Because behaviour does not have a counterpart (there is no anti- behaviour), it is not possible not to communicate. Paul Watzlawick’s First Axiom of Communication
  • 11. First Rule of UX Everything a designer does affects the user experience Source: http://52weeksofux.com/tagged/week_1
  • 12. Principles of UX • Understand the problem • Understand your users (acknowledge that the user is not like you, have empathy) • Simplicity • Cues, context, feedback, scent • Visual hierarchy • Errors: preventable, reversible
  • 13. Recommended Books • Steve Krug, Don’t Make Me Think and Rocket Surgery Made Easy • Don Norman, Emotional Design and Design of Everyday Things • Alan Cooper, The Inmates Are Running the Asylum and About Face 3 • Russ Unger and Carolyn Chandler, A Project Guide to UX Design (2nd Edition) • Peter Morville and Louis Rosenfeld, Information Architecture for the World Wide Web (3rd Edition) • Jeff Raskin, The Humane Interface • http://rosenfeldmedia.com/books/ • http://ideas.semanticfoundry.com/the-ux-canon-essential- reading-for-the-user-experience-designer/
  • 14. Recommended Websites • Whitney Hess, So you wanna be a user experience designer • Step 1: Resources http://whitneyhess.com/blog/ 2009/06/30/so-you-wanna-be-a-user-experience- designer-step-1-resources/ • Step 2: Guiding Principles http://whitneyhess.com/blog/ 2009/11/23/so-you-wanna-be-a-user-experience- designer-step-2-guiding-principles/ • http://52weeksofux.com • http://uxmyths.com/ • http://www.uie.com/brainsparks/ • http://alistapart.com/
  • 15. Restaurant Websites • http://venomousporridge.com/post/389785000/a- conversation-i-have-every-month-or-so • http://neversaidaboutrestaurantwebsites.tumblr.com/
  • 16. What You Can Learn About UX from Dining Out Jimmy Chandler User Experience Sr Manager, PasteGroup @uxprinciples