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Deconstructing DelightPleasure, Flow,& Meaning
Marketing                         QA tester           Call center     UX designer                                     Deve...
EN    OK C E BR IEN XPERE
Usable = = noDelightful yes            Capital One
Delight  Flow Meaning Pleasure
USAToday weather
Swackett.com
Swackett.com
iPhone versionof Swackett
Houdini’sbirthday
Anniversary ofthe Eiffel Tower
Matt Groening’sbirthday
Swackettextendedforecast
Pleasure   •   Shows consideration   •   Anticipates users’ needs   •   Responsive to context   •   Users feel it   •   Mu...
Sharing    Aware of user                         TreatsBits of thoughtfulness
Extra goodness                         TripIt.comAnticipates needs
Virgin America
Virgin Americain-flightentertainmentsystem
Virgin Americasafety video
If I were to take care of thiscustomer, how would I do it?
Evidence of Pleasure✤   Smiling✤   Exclamations, “Nice!” or “Got it!”✤   Behaving with infatuation
Cautions of Pleasure            Habituation            decrease in response after            repeated exposure            ...
PleasureAnticipates needs and wantsProduces positive affectUses visual design and voice
word processor
...sit down and startmaking the clackity noise.If I make the clackity noiselong enough every day,the “writing” seems to ta...
Ommwriter
Flow  •    Immersive  •    Empowering  •    Behavioral, automatic  •    Plays on mastery and       control
Flow  •    Subtle motivation cues  •    Psychological cues  •    Language (or lack of)  •    Social cues  •    Reinforcement
Conversation  Quora.com
Tags feed curiosity                       Related    Question                      questions                       support...
36Quora.com Smooth, frictionless Supports serendipity Tangents are useful, meaningful Feeds curiosity Users demonstrate kn...
Heft.   Handling.   Fit for purpose.
Flow by design✤   Affordances and feedback are    clear, obvious, invisible✤   IA matches users’ mental    models✤   Perce...
Evidence of Flow✤   Gratification✤   Feeling productive✤   Focused concentration✤   Energized✤   Empowered✤   Stop talking✤...
Cautions of Flow            Could translate as either            engagement or frustration            Analytics data won’t...
Assessing flowWhen you are using it, do you feel a greaterawareness?How much does it increase your ability toaccomplish new...
FlowImmersiveFrictionless, essentialfunctionalityUses subtlety in design
Zipcar.comless wastesaving moneygood for Earth
Zipcar.comdoing good
Zipcar.comhaving funstrengtheningcommunity
46Zipcar.com
Zipcar.comattachmentresponsibilityaccountability
Meaning  •   Flourish through purpose  •   Connectedness  •   Making a difference  •   Belonging  •   Virtuousness
Meaning  •   Plan the emotional      effects  •   Plan the behavioral      effects  •   Clarity, simplicity,      funnelin...
Wardrobe Refashion
Culture of                   generosity   After: ShortsBefore: Gauchos
52Kiva.org
Authenticity                  Effort confirmed   Values supported
Meaning by design✤   Effort is encouraged and    confirmed✤   Involvement subtly rewarded    through support and values✤   ...
Evidence of Meaning✤   Connected, yet selfless✤   Virtuous and altruistic✤   Compassion and empathy✤   Expansiveness, openn...
Cautions in meaning            Not just a tagline: must be            authentic            Must come from the business    ...
Meaning =EngagementGallup CustomerEngagementassessment CE11
Meaningdesign with purpose,from mission to fulfillment,not just touch points,but through culture
MeaningMust be genuine, from themission, outPurpose comes through on allchannelsResults in belonging,generosity
DelightPleasure     Flow    Meaning
Where does  your design      fit into abeautiful day?
Where to learn more about thepsychology of happiness TED Talks: The psychology of happiness - Martin Seligman TED Talks: P...
Where to learn more about thepsychology of happiness Anything written by all of these people: Aaron Walter Stephen Anderso...
64Where to learn more   Dana’s blog: http://   usabilitytestinghowto.blogspot.com/   Download templates, examples, and   l...
ThankYou.Dana Chisnelldana@usabilityworks.netwww.usabilityworks.net@danachis
Deconstructing delight
Deconstructing delight
Deconstructing delight
Deconstructing delight
Deconstructing delight
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  1. 1. Deconstructing DelightPleasure, Flow,& Meaning
  2. 2. Marketing QA tester Call center UX designer DevelopmentProduct manager
  3. 3. EN OK C E BR IEN XPERE
  4. 4. Usable = = noDelightful yes Capital One
  5. 5. Delight Flow Meaning Pleasure
  6. 6. USAToday weather
  7. 7. Swackett.com
  8. 8. Swackett.com
  9. 9. iPhone versionof Swackett
  10. 10. Houdini’sbirthday
  11. 11. Anniversary ofthe Eiffel Tower
  12. 12. Matt Groening’sbirthday
  13. 13. Swackettextendedforecast
  14. 14. Pleasure • Shows consideration • Anticipates users’ needs • Responsive to context • Users feel it • Much can come through visual design
  15. 15. Sharing Aware of user TreatsBits of thoughtfulness
  16. 16. Extra goodness TripIt.comAnticipates needs
  17. 17. Virgin America
  18. 18. Virgin Americain-flightentertainmentsystem
  19. 19. Virgin Americasafety video
  20. 20. If I were to take care of thiscustomer, how would I do it?
  21. 21. Evidence of Pleasure✤ Smiling✤ Exclamations, “Nice!” or “Got it!”✤ Behaving with infatuation
  22. 22. Cautions of Pleasure Habituation decrease in response after repeated exposure Distraction dividing attention Disruption interrupting the user’s activity Don’t force it
  23. 23. PleasureAnticipates needs and wantsProduces positive affectUses visual design and voice
  24. 24. word processor
  25. 25. ...sit down and startmaking the clackity noise.If I make the clackity noiselong enough every day,the “writing” seems to takecare of itself. -- Merlin Mann
  26. 26. Ommwriter
  27. 27. Flow • Immersive • Empowering • Behavioral, automatic • Plays on mastery and control
  28. 28. Flow • Subtle motivation cues • Psychological cues • Language (or lack of) • Social cues • Reinforcement
  29. 29. Conversation Quora.com
  30. 30. Tags feed curiosity Related Question questions support serendipity Answers Outlets demonstrate knowledge People
  31. 31. 36Quora.com Smooth, frictionless Supports serendipity Tangents are useful, meaningful Feeds curiosity Users demonstrate knowledge
  32. 32. Heft. Handling. Fit for purpose.
  33. 33. Flow by design✤ Affordances and feedback are clear, obvious, invisible✤ IA matches users’ mental models✤ Perception of responsiveness✤ Clutter is minimized✤ Appropriate for context✤ Benefit to user is clear
  34. 34. Evidence of Flow✤ Gratification✤ Feeling productive✤ Focused concentration✤ Energized✤ Empowered✤ Stop talking✤ Key strengths tapped
  35. 35. Cautions of Flow Could translate as either engagement or frustration Analytics data won’t reveal this User control is key Tangents must be useful acts of autonomy
  36. 36. Assessing flowWhen you are using it, do you feel a greaterawareness?How much does it increase your ability toaccomplish new things?How much does it expand your owncapabilities?How much do you feel you have a largerperspective because of using it?
  37. 37. FlowImmersiveFrictionless, essentialfunctionalityUses subtlety in design
  38. 38. Zipcar.comless wastesaving moneygood for Earth
  39. 39. Zipcar.comdoing good
  40. 40. Zipcar.comhaving funstrengtheningcommunity
  41. 41. 46Zipcar.com
  42. 42. Zipcar.comattachmentresponsibilityaccountability
  43. 43. Meaning • Flourish through purpose • Connectedness • Making a difference • Belonging • Virtuousness
  44. 44. Meaning • Plan the emotional effects • Plan the behavioral effects • Clarity, simplicity, funneling, modeling
  45. 45. Wardrobe Refashion
  46. 46. Culture of generosity After: ShortsBefore: Gauchos
  47. 47. 52Kiva.org
  48. 48. Authenticity Effort confirmed Values supported
  49. 49. Meaning by design✤ Effort is encouraged and confirmed✤ Involvement subtly rewarded through support and values✤ Site and interactions feel secure and safe✤ Branding is authentic, built in to business model
  50. 50. Evidence of Meaning✤ Connected, yet selfless✤ Virtuous and altruistic✤ Compassion and empathy✤ Expansiveness, openness✤ Devoted, engaged
  51. 51. Cautions in meaning Not just a tagline: must be authentic Must come from the business model, out Can’t be layered on
  52. 52. Meaning =EngagementGallup CustomerEngagementassessment CE11
  53. 53. Meaningdesign with purpose,from mission to fulfillment,not just touch points,but through culture
  54. 54. MeaningMust be genuine, from themission, outPurpose comes through on allchannelsResults in belonging,generosity
  55. 55. DelightPleasure Flow Meaning
  56. 56. Where does your design fit into abeautiful day?
  57. 57. Where to learn more about thepsychology of happiness TED Talks: The psychology of happiness - Martin Seligman TED Talks: Play is more than fun - Stuart Brown TED Talks : Happy design - Stefan Sagmeister Flow: The Psychology of Optimal Experience, by Mihaly Csikszentmihalyi Emotional Design: Why We Love (or Hate) Everyday Things, by Donald Norman Happiness: A History, by Darrin M. McMahon Enchantment, by Guy Kawasaki
  58. 58. Where to learn more about thepsychology of happiness Anything written by all of these people: Aaron Walter Stephen Anderson Nathan Shedroff Bill Scott Jane McGonigal Clay Shirky
  59. 59. 64Where to learn more Dana’s blog: http:// usabilitytestinghowto.blogspot.com/ Download templates, examples, and links to other resources from www.wiley.com/go/usabilitytesting
  60. 60. ThankYou.Dana Chisnelldana@usabilityworks.netwww.usabilityworks.net@danachis
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