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A talk by Karah Salaets,
Design Researcher with Capgemini Invent
youtube.com/watch?v=Pubd-spHN-0
#bigd2019
Stop trying to
make delight
happen
Stop trying to
make delight
happen
A talk by Karah Salaets,
Design Researcher with Capgemini Invent
youtube.com/watch?v=Pubd-spHN-0
#bigd2019
Stop trying to
make delight
happen
A talk by Karah Salaets,
Design Researcher with Capgemini Invent
youtube.com/watch?v=Pubd-spHN-0
#bigd2019
Stop trying to
make delight
just another empty, meaningless buzzword
Stop trying to
make delight
happen
But how will we
our users?
All good design
delights users.
All good design
delights users. Delight is not always
needed or appropriate.
All good design
delights users. Delight is not always
needed or appropriate.
Stop trying to
make delighted
happen
inspired surprised
charmed
excited
overjoyed
thrilled
Stop trying to
make delighted
happen
productive
confident
competent
relieved secure
safe
protected
independent
reassured
inspired
rewarded
heard
surprised
undetected
informed
in control
proactive
prepared
included
charmed
compensated fulfilled
certain
excited
activated
savvy
smart
empowered
overjoyed
thrilled
recognized
that delight-chasers fall into
10 TRAPS
&
how to avoid those traps
You use a narrow, fixed
definition of delight.
TRAP 1
Case in point
slowrobot.com/i/86583
zocdoc.com
zocdoc.com
zocdoc.com
zocdoc.com
zocdoc.com
zocdoc.com
zocdoc.com
You only focus on
surface delight.
TRAP 2
usable
reliable
functional
pleasurable
coachilla.co/blog/the-new-hierarchy-of-needs
usable
reliable
functional
pleasurable
baltimore.craigslist.org
Case in point
Redesign of IT
support website
You focus on the what, but
not on the why.
TRAP 3
witty
microcopy
SOUND
Cute
graphics
animations
♪ Leader of the Pack, by The Shangri-Las, plays automatically in the background ♪
lingscars.com
Case in point
2muchcoffee.com/blog/using-gamification-in-your-startup/
You never ask users what
they think.
TRAP 4
Case in point
Web redesign for
credit card client
Silver Card Gold Card
Silver Card Gold Card
You ask, Who is the user?,
not, How is the user?
TRAP 5
Case in point
lasgringasblog.com/2017/03/5-reasons-taxes-turbotax
You think only of delighting
for the happy path.
TRAP 6
Case in point
supermoney.com/sofi-personal-loans
You forget that delight
depends on context.
TRAP 7
Case in point
Concept testing for
automotive client
edmunds.com/car-buying/the-pros-and-cons-of-a-dealer-trade.html
To: Karah
I see you’re
interested in a
new vehicle…
sedans perhaps?
Let’s chat
You ruin a good idea with
bad delivery.
TRAP 8
Case in point
Chat bots + live chat
alpackerswhitemarsh.com
alpackerswhitemarsh.com
alpackerswhitemarsh.com
carvana.com
You’re really designing to
delight yourselves.
TRAP 9
Case in point
Web design for credit
card client
TEXT ABOUT CARD FAMILY
SILVER CARD INFO
Silver Card
GOLD CARD INFO
Gold Card
You focus only on the end
user’s needs.
TRAP 10
User needs Technical
feasibility
Business objectives
******
Delight
for all
****
sprint.com
CLOSING TIME
10 traps + 10 questions
Trap
You use a narrow, fixed definition of delight.
You only focus on surface delight.
You focus on the what, but not on the why.
You never ask users what they think.
You ask, Who is the user?, not, How is the user?
You think only of delighting for the happy path.
You forget that delight depends on context.
You ruin a good idea with bad delivery.
You’re really designing to delight yourselves.
You focus only on the end user’s needs.
#bigd2019
Karah Salaets
How should we define delight in this context?
What do users really need right now?
How can we create a great user experience?
What do our users think?
What does success mean for our user?
What are the likely friction and pain points?
What parts of our experience are unique?
What is the best way to execute this idea?
What value does this give to the user?
How does this impact our needs and constraints?
Question
A talk by Karah Salaets,
Design Researcher with Capgemini Invent
youtube.com/watch?v=Pubd-spHN-0
#bigd2019
Stop trying to
make delight
happen
A talk by Karah Salaets,
Design Researcher with Capgemini Invent
youtube.com/watch?v=Pubd-spHN-0
#bigd2019
Stop trying to
make delight
happen
Don’t
Thank you
Big Design
Brian Sullivan
You in the audience
Capgemini Invent
Jessica Gamache
Justin Wear
Mark Taylor
Philip Young
Jen Rovner
Derek Peterson
Gretchen Weiners
#bigd2019
Karah Salaets

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Stop Trying to Make Delight Happen