Have been revisiting Indi Young’s Mental Models recently. In one section she urges readers to ‘Pay attention to the whole experience’ when building up a model of user experience. The ‘whole experience’ includes all the ways an organization interacts with its users: stores, account statements, customer service calls, product ordering web sites, packaging, and so [...]
This article calls on marketers to fix the disconnect between the promises brands make and the actual experience customers receive. “Essentially, brands are built on promises but it’s the experience you have of an organisation that constitutes reality.” Thomas Brown, head of insights at the CIM It suggests marketers are falling into the trap of [...]
By all accounts Sony is in a bit of bother. With no profit since 2008 and a predicted $6m loss this year, it still produces solid products but no real hits in recent years. Is lack of attention to product experience to blame? This guy thinks so. The argument is that successful products are not [...]
Tom Kelly of IDEO explaining why he feels that constantly observing people and focusing on ‘the sweep of their experience’ offers the greatest potential for innovation.
Turns out that people will do all sorts of tasks for points and prizes – but do they know who they are doing it for?
Very interesting TED talk on the differences between memory and experience and the implications for public and customer service. Is it all about making a favourable (and lasting) last impression?
Knowing your user and what they want is a good thing; basing design decisions exclusively on this knowledge can hurt innovation and kill off surprise. Couple of interesting videos on this subject: 1) Bruce Sterling @ The Interaction Design Association conference who says, “”Too much sympathy for your characters makes you a crap novelist” (via [...]
