56. Kano Model of customer satisfaction
Delighted
customer
subjective satisfaction level
Poor Very good
execution execution
quality of execution
Unhappy
customer
57. Kano Model of customer satisfaction
Delighted
customer
performance needs
Poor Very good
execution execution
Unhappy
customer
66. Kano Model of customer satisfaction
Delighted excitement needs
customer
performance needs
Poor Very good
execution execution
basic needs
time
Unhappy
customer
67. Don Norman, user experience pioneer
โ It is not enough that
we build products
that function, that are
understandable and
usable, we also need
to build products that
bring joy and
excitement, pleasure
and fun, and, yes,
beauty to peopleโs
โ
lives
68. Slides at clearleft.com/slides/paul/sxsw09
Thank you
Paul Annett
paul@clearleft.com
twitter.com / nicepaul
youtube.com / nicepaul
del.icio.us / paulannett / sxsw09
These slides are released under a
Creative Commons attribution
sharealike licence
69. Magic shop http://๏ฌickr.com/photos/misterpeter/3087426323/
Model shop http://๏ฌickr.com/photos/bowbrick/653647381/
FedEx truck http://๏ฌickr.com/photos/mukluk/292641326/
Toblerone http://๏ฌickr.com/photos/kylejones/1380466813
Aerosmith ambigram designed by John Langdon
Trick or Treat ambigram designed by John Langdon for Objective Productions
Truce logo designed by Brian Jaramillo
Mill logo designed by North Design
Spectrogram http://๏ฌickr.com/photos/waders/2495322032/
Songs About My Cats spectrogram ยฉ 2001 Venetian Snares
โHidden Mickeyโ portion of Google Maps ยฉ 2006 Google
Innocent Smoothie http://๏ฌickr.com/photos/duncan/2084134925/
Moo sticker book 1 http://๏ฌickr.com/photos/lwr/972289835/
Moo sticker book 2 http://๏ฌickr.com/photos/please/1061596487/
Chip art ยฉ Silicon Zoo http://micro.magnet.fsu.edu/creatures/index.html
Mighty Mouse http://www.๏ฌickr.com/photos/angryamoeba/116066934/
Website screenshots ยฉ their respective owners.
Hotel check-in http://www.๏ฌickr.com/photos/ceekay/2560549258/
Toilet roll http://www.๏ฌickr.com/photos/lastyearsgirl_/467097802/
Hotel lobby wi๏ฌ http://www.๏ฌickr.com/photos/rogue2408/3027375592/
Don Norman http://www.jnd.org/NNg-Photographs/NNg-photographs.html