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The Collision of Design and Business
twitter.com
twitter.com
twitter.com
blog.wired.com
twitter.com
twitter.com
twitter.com
twitter.com
twitter.com
netflix.com
It’s not about the application
It’s about the experience
netflix.com
The Netflix ExperienceIt’s about the movies
The Twitter ExperienceIt’s about Ambient Intimacy
Rules
tsa.gov
redmaryland.blogspot.com
Instrument of Terrorism?
The Influence of Business Rules on Design
Web apps are where business rules meet user experience
All apps have business rules
Even Twitter
ticketmaster.com
bostoncoach.com
Basic Checkout Process
Review Shopping Cart
Collect Shipping Information
Collect Billing Information
Collect Payment Information
Process Order
Show Confirmation
Why the Basic Process Can’t Be Implemented
Marketing & Promotion Management
Customer Loyalty Management
Manufacturing and Fulfillment
Inventory & Supply Chain Management
Financial Management
gap.com
MAP Pricing
bestbuy.com
hertz.com
amazon.com
amazon.com
hertz.com, amazon.com
Fonts.com Data Entry
fonts.com
blinksale.com
Blinksale.com Data Entry
fonts.com, blinksale.com
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
Basic Expectations for Web-Based Applications
Has to work properly
Need to smooth out any “rough edges”
Orders are processed and sent when ordered
Business rules shouldn’t deteriorate the process
UPS Remove Saved Item
ups.com
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
Performance Payoff for Web-Based Applications
Loyalty-card support
In-store pickup
In-store returns
Configuration conflict detection
Real person support
dell.com
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
zappos.com
zappos.com
netflix.com
findtape.com
fireeagle.com.com
netflix.com
Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
TIME
findtape.com
Creating DelightfulWeb Applications
Take advantage of client-side intelligence
Avoid the ‘anti-patterns’
Use the data to tell a story
Ensure you’re including all your users
Propagate the vision through the implementation
Measure, then measure again
The Collision of Business and Design
It’s about the experience, not the application
Don’t let the business rules take away from the experienceInstead, use the experience to help define the rules
Focus on where you can introduce delight
More Info from User Interface Engineering
Newsletter: UIEtips (FREE)
UIE Virtual Seminars
Reports
Conferences:UIE Web App Summit: www.webappsummit.comUser Interface Conference: www.uiconf.com
Blog: www.uie.com/brainsparks
Site: www.uie.com
