Skip to main content
UploadLanguage (EN)Support
BusinessMobileSocial MediaMarketingTechnologyArt & PhotosCareerDesignEducationPresentations & Public SpeakingGovernment & NonprofitHealthcareInternetLawLeadership & ManagementAutomotiveEngineeringSoftwareRecruiting & HRRetailSalesServicesScienceSmall Business & EntrepreneurshipFoodEnvironmentEconomy & FinanceData & AnalyticsInvestor RelationsSportsSpiritualNews & PoliticsTravelSelf ImprovementReal EstateEntertainment & HumorHealth & MedicineDevices & HardwareLifestyle
Jason Hobbs, profile picture
Uploaded byJason Hobbs
PPTX, PDF979 views

Features Aren't Experiences

The document discusses the distinction between product features and user experiences, emphasizing a shift from merely building features to understanding the experiences they create. It explores various aspects of user interaction, including emotional connections and usability, while advocating for a holistic approach to design that considers diverse human relationships and contexts. The author highlights the importance of developing an intuition for recognizing complexity in user experiences and the art of UX design as a cohesive craft.

Design◦
Related topics:
User Experience Design•
Downloaded 11 times
Features aren’t experiences Features aren’t experiences By Jason Hobbs for UX Joburg, 31st January 2015 @jhobbs_za
Features aren’t experiences Features aren’t experiences By Jason Hobbs for UX Joburg, 31st January 2015 @jhobbs_za
This is not a ‘how to’ presentation.
In fact, that’s what’s been bugging me.
To me, it’s like a return to the 1990’s when all our conversations were about how to build stuff.
And we’d been making such progress with asking why, and for whom…
What we’re told vs. what we experience
The many faces of the website
My phone and the network
Other channels
Language across the ecosystem
Dealerships Dealerships
Finance, servicing, downtime, replacements, upgrades, insurance…
When I’m abroadBeing abroad
Or out of rangeOut of signal range
Making features work is a usability thing
Making features work is a usability thing
But even then, how far do we take this?
JOINING INFORMATION SEEKING CONTENT SEEKING ADVICE SEEKING MONITORING TRANSACTING NETWORKING ADVOCATING PRODUCT ADDING FEEDING BACK SHARING / DELEGATING CHANNEL MANAGEMENT RELATIONSHIP MANAGEMENT COMMS MANAGEMENT ACCOUNT MANAGEMENT LEAVING
Organising features can be powerful and effective
CONSUMER UPTAKE THROUGH THE LIFECYCLE POWER USER & ADVOCATE EXPLORATION &EXTENDED USE TRIAL & REPEAT FIRST TIME USER ONLINE PLAN BOOK BEFORE YOU FLY AFTER YOUR TRIP Voyager (awards) Save itinerary Specials, tour and packages Create itinerary Hotel Car Book with miles Book with miles Book Seat and meal Self service baggage check in Self service check in Review miles Respond to Voyager specials Redeem Miles Join Voyager Unmanaged business Manage my booking (partial) Manage my booking (Full) Online check in Voyager (upgrade) Voyager (awards) Dynamic packaging E-ticket Advocacy Miles for friends AT THE AIRPORT
HOME | ABOUT SAA | DIVISIONS > CHANGE LANGUAGE/REGION << Back to searchSpecials | Packages | Your Mileage | Book a Flight | Book a Car | Book a Hotel LOGIN VOYAGER username ***** Why Voyager? FAQs | Browser Requirements | Policies and Disclaimer | About Security BOOK BEFORE YOU FLY AFTER YOUR TRIP BUSINESS TRAVEL A STAR ALLIANCE MEMBER PLAN SPECIALS & TOURS | DESTINATIONS | ROUTES | SCHEDULES | CAR HIRE | ACCOMMODATION CUSTOMER SERVICES New to us: Why SAA? First time flyer? Primary content area PLAN with Voyager Your mileage: 53 000 > Book with miles > where can I go? > Calculator > Update your details PLAN AN ITINERARY Select a destination: London Tours & packages Care hire Accommodation SEARCH Or Get ideas based on your budget R GO > Have you thought about…? Join Voyager | Plan an Itinerary | Ideas based on your budget 1. 2. 3. 3. & 4. 1. First time user 2. Trial and repeat use 3. Exploration & extended use 4. Power user & advocate
This is all good. We are moving beyond features to experience. We’re starting to look at: • the spaces between features • and the kinds of connections that exist between features • and the systems in which they operate (those internal and external to the service provider)
But how do we start to unpack what experience is?
The human condition
The irrational (Alan Greenspan)
Emotion (Hassenzahl)
Autonomy / independence Competence / effectance Relatedness / belongingness Self-actualising / meaning Security / control Money / luxury Influence / popularity Physical thriving / bodily Self-esteem / self respect Pleasure / stimulation
A good place to start? Become very sensitive to your relationship to things.
DAY-TO-DAY FRIENDS WEEKEND FRIENDS TWICE-A-YEAR FRIENDS BIANNUAL FRIENDS
Developing your design consciousness
What is your history? What are your politics? What are your economics? What is your culture? What kind of society would you like to live in? What is your context of use? Are you an early, mid or late adopter? Are you hands-on, disconnected or impulsive? What are your routines? What do you hold dear? What do you hate in other people? What makes you envious? What did you believe differently as a child? What do you turn to in despair? What makes you dance spontaneously? How do you like architecture to make you feel? What do you base your judgements of others on? What would you write a book about? What kind of personae are you? How is this different to other people?
Develop an intuition for recognising when simple things are simple and when they are hiding complexity.
CODEFIDELITY GRAPHICAL FIDELITY
CODEFIDELITY GRAPHICAL FIDELITY
CODEFIDELITY GRAPHICAL FIDELITY
CODEFIDELITY GRAPHICAL FIDELITY
CODEFIDELITY GRAPHICAL FIDELITY
Our interpretation of findings from testing is limited by our sensitivity to people, diversity and our own imagination
1 + 1 = 3
The art of UX is pulling all these threads together and crafting it into something special.
The art of UX is pulling all these threads together and crafting it into something special. The journey from features to experiences.
Thank you. www.jh-01.com www.humanexperiencedesign.net www.fennhobbs.com @jhobbs_za
ARCHITECTING HAPPINES 21st of February 2015