Faster customers: the final frontier

Faster customers: the final frontier 9 ways to hack your users Bill Westerman, CTO for higher performance Create with Context Create with Context

Create with Context

Source: Google Create with Context

Perceived performance Make it faster Make it feel faster Make it flow Create with Context

Make it faster Chunk content Optimize workflows Keep it simple Make it feel faster Remove roadblocks Stay in context Chunk activities Make it flow Get out of the way Reuse the familiar Optimize for flow Create with Context

Email Project Phone call Phone call Make it faster Chunk content Conversation Meeting SMS IM Optimize workflows Keep it simple Skype Phone call Conversation Twitter Make it feel faster IM Email Project Email Remove roadblocks Stay in context Facebook Email Project SMS Chunk activities Make it flow SMS Phone call Meeting Email Get out of the way Reuse the familiar Optimize for flow Creative project Video game Conversation Project Phone call IM Create with Context Skype Phone call Conversation Twitter

Make it faster Chunk content Optimize workflows Keep it simple Make it feel faster Remove roadblocks Stay in context Chunk activities Make it flow Get out of the way Mihaly Csíkszentmihályi on “flow” Reuse the familiar Optimize for flow “The ego falls away. Time flies. Every action, movement, and thought follows inevitably from the previous one, like playing jazz. Your whole being is involved, and you’re using your skills to the utmost.” Image: Wikipedia Create with Context

Make it faster Chunk content Optimize workflows Keep it simple Make it feel faster Remove roadblocks Stay in context Chunk activities Make it flow Get out of the way Reuse the familiar Optimize for flow Images: leppphoto.com, apple.com Create with Context

Make it faster Chunk content Optimize workflows Keep it simple Make it feel faster Remove roadblocks Stay in context Chunk activities Make it flow Get out of the way Reuse the familiar Optimize for flow Images: Adobe Create with Context

Perceived performance Actual performance needed Make it faster Make it feel faster Make it flow Create with Context

Create with Context Strategic design and research focused on the digital experience bill@createwithcontext.com 408 834-7601 x24 Create with Context

Faster customers: the final frontier

by Create with Context on Jun 24, 2009

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Faster customers: the final frontier — Presentation Transcript