Designing the User Experience Curve

The Perfect Hotel Experience

A More Typical Experience

The User Experience Curve

Meaningful

Pleasurable

Convenient

Usable

Reliable

Functional (Useful)

Focused on

Experiences(People, Activities, Context)

Focused on

Tasks(Products, Features)

© 2006 Stephen P. Anderson | poetpainter.com

SUBJECTIVE / QUALITATIVE

OBJECTIVE / QUANTIFIABLE

Has personal significance

Memorable experience worth sharing

Super easy to use, works like I think

Can be used without di!culty

Is available and accurate

Works as programmed

Prioritize Aesthetics (no, not Graphic Design) (visual, behaviors, sounds, psychology)

Design for FLOW (boredom vs anxiety)

Leverage Game Mechanics/Learning Theory (completeness)

Have a Personality

Create conversational and context aware interactions (“Adaptive Interfaces”; narrative IA structures)

Elicit Desire (Limited availability, limited access, curious and seductive experiences)Simplify, organize, and clarify

information

Display information visually

Reduce features and complexity

Are easier to understand

Use language for more natural interactions

Add features that support desired behaviors (o!ine browsing)

Have a believable story

Co-create value with customers

Connect people in community

Are part of a bigger system

Appeal to emotional, spiritual, and social values

Create a tolerance for faults at lower levels

Are tied to a person’s self-image, highly personal

Empower people to do things previously not possible

Creating Pleasurable Interfaces: Getting from Tasks to Experiencescreated by Stephen P. Anderson | poetpainter.com

“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 people’s lives.”

-Donald Norman

THIS IS THE “CHASM” THAT IS REALLY, REALLY HARD FOR ORGANIZATIONS TO CROSS

Hierarchy of Needs

AnticipationDurationIntensity

SensationDi!erentiation

Signi"cance

1. First impressions count1

Checking in at a hotel...

People judge on looks ...

Unboxing your iPod

Computer Game Training Level

Create a nice design...

The Start Screen on BaseCamp...

Interactive tours...

In situ tours...

Newbie you

2. Attentive Service2

The doorman hailing a cab...

The waiter re"lling your glass...

Opening a new line at the checkout...

Usability

Take Apple

3. Personalisation and customisation3

The barmaid remembering your favourite drink...

Customise your drink at Starbucks...

Customise your game characters...

Welcome people...

Customisation...

Personal recommendations...

4. Attention to detail4

Car doors...

Even the trash cans are themed...

Create delightful experiences...

Attention to detail

Personality is important

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 willprint it for you in the next few days. I'll let you know when it's doneand 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 questionsregarding your order please contact customer services (who are real people) at:

http://www.moo.com/service

Thanks,

Little MOO, Print Robot

Easter eggs...

5. Feedback5

Something is happening...

Prevents you wasting time...

Manages expectations...

Help people solve their problems

Buttons give positive feedback...

Progress through the system...

Manages expectations...

Facebook stream...

Google maps are fun...

Friendly and helpful feedback messages...

6. Make it fun6

We love collecting...

Particularly if there is payback...

What do points make...

Leaderboards...

We’re programmed to enjoy exploring

You "nd play in the strangest places!

Collecting photos...

Collecting friends...

Collecting badges...

Points and Leaderboards...

Just start playing...

7. Create the perfect environment7

The Starbucks Experience...

The Virgin Lounge...

Vegas baby, yeah...

The User Experience Curve

Visit Home Page

Take Tour

Register

Complete Pro!le

Invite FriendsExplore Site

Day-to-day Use

Add to Favourites

Day-to-day UseDay-to-day Use

First Purchase

Add to BasketAdd a Comment

Customise SitePersonaliseRecommendation

www.andybudd.com www.clearleft.com info@andybudd.com

http://www.flickr.com/photos/mpdehaan/

276497061

http://flickr.com/photos/seraphimc/107130125/

http://flickr.com/photos/fortphoto/1542210995

http://flickr.com/photos/tantek/132677060/

http://flickr.com/photos/

47313217@N00/1360279731

http://flickr.com/photos/fattytuna/357378839/

http://flickr.com/photos/kb-a/43723177

http://flickr.com/photos/davidz/235767673/

http://flickr.com/photos/glamhag/1894171628/

http://flickr.com/photos/mikeschmid/316595668

http://flickr.com/photos/aernout/486765071/

http://flickr.com/photos/ari/418042736

http://flickr.com/photos/paseodelsur/71971684/

http://flickr.com/photos/lauramary/1329843460

http://flickr.com/photos/giando/309134729

http://flickr.com/photos/more_pi-dah/442167479

http://www.flickr.com/photos/joshrussell/

1397913617/

http://flickr.com/photos/irrawaddyerik

http://flickr.com/photos/latitudes/263133495

http://flickr.com/photos/duncan/2084134925

http://www.flickr.com/photos/joeclark/1603186528

http://www.flickr.com/photos/xrrr/1295881382

http://www.flickr.com/photos/dryicons/2214368070

http://www.flickr.com/photos/vincross/184541034/

http://www.flickr.com/photos/tantek/272672701

http://www.flickr.com/photos/thehutch/

2168473863

http://www.flickr.com/photos/special/87276

http://www.flickr.com/photos/padsbrother/

197482567

http://www.flickr.com/photos/crypticon/

2073843558

http://www.flickr.com/photos/mhwolk/245494571/

http://www.flickr.com/photos/mr_babyman/

521306970

http://www.flickr.com/photos/adactio/251820692

http://www.flickr.com/photos/stuckincustoms/

2349026792

http://www.flickr.com/photos/stephenr/362189858/

So where are the web examples?