Embed Size (px)
DESCRIPTION
Citation preview
Deconstructing Delight
Pleasure, Flow, & Meaning
Product manager
UX designer
QA testerMarketing
Development
Call center
BROKEN
EXPERIENCE
Capital One
Usable = yesDelightful = no
MeaningFlowPleasureDelight
USAToday weather
Swackett.com
Swackett.com
iPhone version of Swackett
Houdini’s birthday
Anniversary of the Eiffel Tower
Matt Groening’s birthday
Swackett extended forecast
Pleasure• Shows consideration• Anticipates users’ needs• Responsive to context• Users feel it
• Much can come through visual design
Aware of user
Bits of thoughtfulness
Sharing
Treats
TripIt.comAnticipates needs
Extra goodness
Virgin America
Virgin America in-flight entertainment system
Virgin America safety video
If I were to take care of this customer, 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
Pleasure
Anticipates needs and wantsProduces positive affectUses visual design and voice
word processor
...sit down and start making the clackity noise. If I make the clackity noise long enough every day, the “writing” seems to take care 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
Question
Answers demonstrate knowledge
Tags feed curiosity
Relatedquestions
support serendipity
People
Question
Outlets
Smooth, frictionless
Supports serendipity
Tangents are useful, meaningful
Feeds curiosity
Users demonstrate knowledge
36
Quora.com
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 eitherengagement or frustrationAnalytics data won’t reveal this
User control is keyTangents must be useful acts of autonomy
Assessing flowWhen you are using it, do you feel a greater awareness?
How much does it increase your ability to accomplish new things?
How much does it expand your own capabilities?
How much do you feel you have a larger perspective because of using it?
Flow
ImmersiveFrictionless, essential functionalityUses subtlety in design
Zipcar.comless waste
saving money
good for Earth
Zipcar.com
doing good
Zipcar.comhaving fun
strengthening community
46
Zipcar.com
Zipcar.comattachment
responsibility
accountability
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
Before: Gauchos
After: Shorts
52
Kiva.org
Effort confirmed
Values supported
Authenticity
✤ 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
Meaning by design
✤ Connected, yet selfless ✤ Virtuous and altruistic ✤ Compassion and empathy✤ Expansiveness, openness✤ Devoted, engaged
Evidence of Meaning
Not just a tagline: must be authentic
Must come from the business model, out
Can’t be layered on
Cautions in meaning
Meaning = EngagementGallup Customer Engagement assessment CE11
Meaning
design with purpose, from mission to fulfillment, not just touch points, but through culture
Meaning Must be genuine, from the mission, out Purpose comes through on all channelsResults in belonging, generosity
Pleasure MeaningFlow
Delight
Where does your design
fit into a beautiful day?
Where to learn more about the psychology 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 CsikszentmihalyiEmotional 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 the psychology of happiness
Anything written by all of these people:
Aaron Walter
Stephen Anderson
Nathan Shedroff
Bill Scott
Jane McGonigal
Clay Shirky
Where to learn more
64
Dana’s blog: http://usabilitytestinghowto.blogspot.com/
Download templates, examples, and links to other resources from www.wiley.com/go/usabilitytesting
