uxsg#8 keynote presentation
DESCRIPTION
Giles Colborne-Designing for DelightTRANSCRIPT
http://www.flickr.com/photos/waldenpond/3019558999/
Designing for delightGiles Colborne
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How can we delight our customers?
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52 WEEKS
of UX
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It’s hard to prove the ROI on some small moment of delight in a design that requires a little extra time and attention (although I do believe that you will see a negative ROI when it doesn’t happen).
“”
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When did a product or service delight you?
http://www.flickr.com/photos/irishflyguy/2425063737/ 9
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anxietyresolved
effortlessly delight
http://www.flickr.com/photos/tylerdurden/529028040/
http://www.flickr.com/photos/demir/98060727/12
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enhancedanxiety
endingsurprisingly delight
http://www.flickr.com/photos/tylerdurden/529028040/
http://www.flickr.com/photos/demir/98060727/14
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rememberedanxiety delight
http://www.flickr.com/photos/biblicone/3645323788/
http://www.flickr.com/photos/8748128@N02/4459960663/
resolvedcleverly
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problem delight
http://www.flickr.com/photos/biblicone/3645323788/
http://www.flickr.com/photos/8748128@N02/4459960663/
relevant extras
http://www.flickr.com/photos/gregpc/2719468143/
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reflective
behavioural
visceral
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reflective
behavioural
visceral
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reflective
behavioural
visceral
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It’s hard to prove the ROI on some small moment of delight in a design that requires a little extra time and attention (although I do believe that you will see a negative ROI when it doesn’t happen).
“”
not important
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I would recommend (9-10):
I would not recommend (0-6):
63%
18%
45%Net promoter score:
-
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anxiety
resolvedeffortlesslysurprisingly
cleverlysuperior
delight
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Why?
@gilescolborne
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anxietyresolved
effortlessly delight
http://www.flickr.com/photos/tylerdurden/529028040/
http://www.flickr.com/photos/demir/98060727/32
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Whatusers do
What we do
Competitor
Competitor
Tasks
Emotion
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Whatusers do
What we do
Competitor
Competitor
Tasks
Emotion
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Whatusers do
What we do
Competitor
Competitor
Tasks
Emotion
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Whatusers do
What we do
Competitor
Competitor
Tasks
Emotion
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Whatusers do
What we do
Competitor
Competitor
Tasks
Emotion
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Innovation:three dirty little secrets.
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Next >< Back
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ExteriorInterior Finance
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That’s too ordinary to be innovation
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15 Authentications per day
82% Have forgotten a site password
90% Of customer service enquiries
Let’s fix log-in!
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We can’t do that.
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We rolled it out for a large client recently & hadzero negative feedback from either user test participantsor live users.
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We saw double digit improvements in the overallflow, but that was also influenced by other changesto the form. No security issues.
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We can do that.
wow delight lovelike
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Discovering delight
• Look for points of anxiety - experienced or remembered
• If appropriate, enhance that feeling
• Pick one and fix it completely
• If possible, find solutions that areeffortless, personal, clever, superior
• Innovation is often small, strange, untried – that’s why no-one’s doing it
• Measure improvements through user tests and word of mouth.
• Remember that delight fades away - don’t get cocky!
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@gilescolborne