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Designing the User Experience Curve
The Perfect Hotel Experience
A More Typical Experience
The User Experience Curve
SUBJECTIVE / QUALITATIVE

                                                             Focused on
                        ...
Anticipation
     Duration
     Intensity
    Sensation
Differentiation
  Significance
1 First impressions count
1.
Checking in at a hotel...
People judge on looks ...
Unboxing your iPod
Computer Game Training Level
Computer Game Training Level
Create a nice design...
The Start Screen on BaseCamp...
Tours...
Interactive tours...
Newbie you
2 Attentive Service
2.
The doorman hailing a cab...
The waiter refilling your glass...
Opening a new line at the checkout...
Usability
Take Apple
3 Personalisation and customisation
3.
The barmaid remembering your favourite drink...
Customise your drink at Starbucks...
Customise your game characters...
Welcome people...
Customisation...
Personal recommendations...
4 Attention to detail
4.
Car doors...
Even the trash cans are themed...
Make quality evident in everything...
Create delightful experiences...
Use quality imagery and copy...
Attention to detail
Hello Andy

I'm Little MOO - the bit of software that will be managing your order
with us. It will shortly be sent to Big ...
Easter eggs...
55. Feedback
Something is happening...
Prevents you wasting time...
Manages expectations...
Help people solve their problems
Buttons give positive feedback...
Progress through the system...
Something is happening...
Facebook stream...
Google maps are fun...
Friendly and helpful feedback messages...
6 Make it fun
6.
We’re love collecting...
Particularly if there is payback...
What do points make...
Leaderboards...
Leaderboards...
We’re programmed to enjoy exploring
Collecting photos...
Collecting friends...
Collecting badges...
Points and Leaderboards...
Just start playing...
7 Create the perfect environment
7.
The Starbucks Experience...
The Virgin Lounge...
Vegas baby, yeah...
So where are the web examples?
www.andybudd.com
www.clearleft.com
info@andybudd.com
http://www.flickr.com/photos/mpdehaan/           http://flickr.com/photos/latitudes/263133495
                      27649706...
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Designing The User Experience Curve

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A presentation delivered at Web Directions User Experience, May 16 2008

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Transcript of "Designing The User Experience Curve"

  1. 1. Designing the User Experience Curve
  2. 2. The Perfect Hotel Experience
  3. 3. A More Typical Experience
  4. 4. The User Experience Curve
  5. 5. SUBJECTIVE / QUALITATIVE Focused on “It is not enough that we build Have a believable story Experiences products that function, that are Co-create value with customers (People, Activities, Context) understandable and usable - Connect people in community we also need to build products Are part of a bigger system that bring joy and excitement, Prioritize Aesthetics (no, not Graphic Design) Appeal to emotional, spiritual, and (visual, behaviors, sounds, psychology) pleasure and fun, and yes, social values Design for FLOW (boredom vs anxiety) beauty, to people’s lives.” Create a tolerance for faults at lower levels Leverage Game Mechanics/Learning Theory -Donald Norman (completeness) Are tied to a person’s self-image, highly personal Have a Personality Empower people to do things Meaningful Create conversational and context aware previously not possible Has personal significance interactions (“Adaptive Interfaces”; narrative IA structures) Pleasurable Elicit Desire Memorable experience worth sharing (Limited availability, limited access, curious and Simplify, organize, and clarify seductive experiences) information Convenient THIS IS THE “CHASM” THAT IS REALLY, REALLY HARD FOR ORGANIZATIONS TO CROSS Display information visually Super easy to use, works like I think Reduce features and complexity Are easier to understand Usable Use language for more natural Can be used without difficulty Creating Pleasurable Interfaces: interactions Add features that support desired Reliable Is available and accurate Getting from Tasks to Experiences behaviors (offline browsing) created by Stephen P. Anderson | poetpainter.com Functional (Useful) Works as programmed Focused on Tasks (Products, Features) OBJECTIVE / QUANTIFIABLE © 2006 Stephen P. Anderson | poetpainter.com Hierarchy of Needs
  6. 6. Anticipation Duration Intensity Sensation Differentiation Significance
  7. 7. 1 First impressions count 1.
  8. 8. Checking in at a hotel...
  9. 9. People judge on looks ...
  10. 10. Unboxing your iPod
  11. 11. Computer Game Training Level
  12. 12. Computer Game Training Level
  13. 13. Create a nice design...
  14. 14. The Start Screen on BaseCamp...
  15. 15. Tours...
  16. 16. Interactive tours...
  17. 17. Newbie you
  18. 18. 2 Attentive Service 2.
  19. 19. The doorman hailing a cab...
  20. 20. The waiter refilling your glass...
  21. 21. Opening a new line at the checkout...
  22. 22. Usability
  23. 23. Take Apple
  24. 24. 3 Personalisation and customisation 3.
  25. 25. The barmaid remembering your favourite drink...
  26. 26. Customise your drink at Starbucks...
  27. 27. Customise your game characters...
  28. 28. Welcome people...
  29. 29. Customisation...
  30. 30. Personal recommendations...
  31. 31. 4 Attention to detail 4.
  32. 32. Car doors...
  33. 33. Even the trash cans are themed...
  34. 34. Make quality evident in everything...
  35. 35. Create delightful experiences...
  36. 36. Use quality imagery and copy...
  37. 37. Attention to detail
  38. 38. Hello Andy I'm Little MOO - the bit of software that will be managing your order with us. It will shortly be sent to Big MOO, our print machine who will print it for you in the next few days. I'll let you know when it's done and on its way to you. In the meantime you can track and manage your order at: http://www.moo.com/account Remember, I'm just a bit of software. So, if you have any questions regarding your order please contact customer services (who are real people) at: http://www.moo.com/service Thanks, Little MOO, Print Robot Personality is important
  39. 39. Easter eggs...
  40. 40. 55. Feedback
  41. 41. Something is happening...
  42. 42. Prevents you wasting time...
  43. 43. Manages expectations...
  44. 44. Help people solve their problems
  45. 45. Buttons give positive feedback...
  46. 46. Progress through the system...
  47. 47. Something is happening...
  48. 48. Facebook stream...
  49. 49. Google maps are fun...
  50. 50. Friendly and helpful feedback messages...
  51. 51. 6 Make it fun 6.
  52. 52. We’re love collecting...
  53. 53. Particularly if there is payback...
  54. 54. What do points make...
  55. 55. Leaderboards...
  56. 56. Leaderboards...
  57. 57. We’re programmed to enjoy exploring
  58. 58. Collecting photos...
  59. 59. Collecting friends...
  60. 60. Collecting badges...
  61. 61. Points and Leaderboards...
  62. 62. Just start playing...
  63. 63. 7 Create the perfect environment 7.
  64. 64. The Starbucks Experience...
  65. 65. The Virgin Lounge...
  66. 66. Vegas baby, yeah...
  67. 67. So where are the web examples?
  68. 68. www.andybudd.com www.clearleft.com info@andybudd.com
  69. 69. http://www.flickr.com/photos/mpdehaan/ http://flickr.com/photos/latitudes/263133495 276497061 http://flickr.com/photos/duncan/2084134925 http://flickr.com/photos/seraphimc/107130125/ http://www.flickr.com/photos/joeclark/1603186528 http://flickr.com/photos/fortphoto/1542210995 http://www.flickr.com/photos/xrrr/1295881382 http://flickr.com/photos/tantek/132677060/ http://www.flickr.com/photos/dryicons/2214368070 http://flickr.com/photos/ http://www.flickr.com/photos/vincross/184541034/ 47313217@N00/1360279731 http://www.flickr.com/photos/tantek/272672701 http://flickr.com/photos/fattytuna/357378839/ http://www.flickr.com/photos/thehutch/ http://flickr.com/photos/kb-a/43723177 2168473863 http://flickr.com/photos/davidz/235767673/ http://www.flickr.com/photos/special/87276 http://flickr.com/photos/glamhag/1894171628/ http://www.flickr.com/photos/padsbrother/ http://flickr.com/photos/mikeschmid/316595668 197482567 http://flickr.com/photos/aernout/486765071/ http://www.flickr.com/photos/crypticon/ http://flickr.com/photos/ari/418042736 2073843558 http://flickr.com/photos/paseodelsur/71971684/ http://www.flickr.com/photos/mhwolk/245494571/ http://flickr.com/photos/lauramary/1329843460 http://www.flickr.com/photos/mr_babyman/ http://flickr.com/photos/giando/309134729 521306970 http://flickr.com/photos/more_pi-dah/442167479 http://www.flickr.com/photos/adactio/251820692 http://www.flickr.com/photos/joshrussell/ http://www.flickr.com/photos/stuckincustoms/ 1397913617/ 2349026792 http://flickr.com/photos/irrawaddyerik http://www.flickr.com/photos/stephenr/362189858/
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