Deconstructing delight

Deconstructing DelightPleasure, Flow,& Meaning

Marketing QA tester Call center UX designer DevelopmentProduct manager

EN OK C E BR IEN XPERE

Usable = = noDelightful yes Capital One

Delight Flow Meaning Pleasure

USAToday weather

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 • Much can come through visual design

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 Distraction dividing attention Disruption interrupting the user’s activity Don’t force it

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 takecare of itself. -- Merlin Mann

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 serendipity Answers Outlets demonstrate knowledge People

36Quora.com Smooth, frictionless Supports serendipity Tangents are useful, meaningful Feeds curiosity Users demonstrate knowledge

Heft. Handling. Fit for purpose.

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

Evidence of Flow✤ Gratiﬁcation✤ Feeling productive✤ Focused concentration✤ Energized✤ Empowered✤ Stop talking✤ Key strengths tapped

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

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?

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, funneling, modeling

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✤ Site and interactions feel secure and safe✤ Branding is authentic, built in to business model

Evidence of Meaning✤ Connected, yet selﬂess✤ Virtuous and altruistic✤ Compassion and empathy✤ Expansiveness, openness✤ Devoted, engaged

Cautions in meaning Not just a tagline: must be authentic Must come from the business model, out Can’t be layered on

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: 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

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

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

ThankYou.Dana Chisnelldana@usabilityworks.netwww.usabilityworks.net@danachis

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Deconstructing delight

by Dana Chisnell on May 08, 2012

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