The Value of User Experience
Users have encounters with companies when they come across products, services, or perhaps advertisements for the companies.
How users experience the companies is how the companies make the users feel through design and communication.
Designing user experiences is essential for business, as remarkable experiences leave an impression, whether the experience is remarkably good—or remarkably bad. Impressions, things remembered, are mind-share, the capital of brands, and thus highly valuable. The alignment of business strategy, product and service design, and both internal and external communications is required to maintain a unified user experience at all of the touchpoints, where different users encounter the company.
A good user experience is a great differentiator. It draws in users who are increasingly more dissatisfied with products due to abundance of choice, changing consumption habits, improved peer communications, and the perceived scarcity and increasing value of time. Sharing experiences is easier than ever (way easier than sharing products!), and for people, a shared experience is twice as valuable.
So how do you know you’re providing a good experience? An experimental tool is presented that allows for the exploration of the value of an experience on two axes: attractiveness and convenience. An experience that draws you in is better, and so is an easy and convenient one. These axes are presented using lots of word pairs ranging from the simple (ugly vs. beautiful) to the more complex (noise vs. clarity).
Finally, the sustainability of user experiences is discussed, and an argument is made against the often seen emphasis on first impressions only.
comments
visually nice slides, nice guy, nice talk
little new issues were raised so it seemed to me, but in the end it made me realize that we need to focus on every little detail. The example of the coffee sign on the DVD player is a nice example of how the user experience is something to think about for every little detail
thanks for opening my eyes again ;-)
Agree with Thomas. If audience needed to be persuaded, which is doubtful, since they chose to come to this talk, it would be moved easier with plenty of very concrete examples.
I would also advise against arguments based on personal hunches or made-up quantities/numbers. Same goes for models, which have to be specific enough to be usable. Otherwise it's all just chart-junk.
I agree with the need for more concrete examples. I will hunt for more examples for the next time!
The problem with being specific or quantifiable when studying experiences is that experiences are 100% subjective, and therefore very hard to quantify. The other problem is that I've found very little existing research that is above sub-par. People I've talked to who do UX research daily echo this -- the existing research is mostly very flaky.
So in my opinion, "made-up numbers" are quite as good as anything in making a point, and I think it's only fair to disclose the numbers are, in fact, made up.
(And in my experience, wayyyy more of the numbers you see in any business context are made up, than one would like to think.)
very sympathic person, however the presentation could be a bit more to the point; a bit more crisp.
thank you