It can be easy to go overboard with features and design elements when attempting to create delightful customer experiences. Jared Spool, founder of UIE and keynote speaker at Delight 2013, shared insightful tactics for smart user-centered design.
Watch the full keynote speech above.
According to Jared, using the Kano Model can be a useful way for experience designers to get to the heart of the customer experiences they create. By understanding the pleasure, flow, and meaning of customer journeys, we can consider a more valuable experience design approach.
Jared explained that constant evaluation of experience elements can help us continue to deliver delight to customers when things that were once considered “excitement generators” become expected, and delight begins to plateau. Instead of adding more features, we should ensure we are adding true value.
How is your organization evaluating and improving on the experiences it delivers?
About Jared Spool (@jmspool)
Jared M. Spool is the founder of User Interface Engineering, the largest usability research organization of its kind in the world. If you’ve ever seen Jared speak about user experience design, you know that he’s probably the most effective and knowledgeable communicator on the subject today. He’s been working in the field of usability and experience design since 1978, before the term “usability” was ever associated with computers.
Jared spends his time working with the research teams at the company, helps clients understand how to solve their design problems, explains to reporters and industry analysts what the current state of design is all about, and is a top-rated speaker at more than 20 conferences every year. He is also the conference chair and keynote speaker at the annual UI Conference and UX Immersion Conference, and manages to squeeze in a fair amount of writing time. He is author of the book, Web Usability: A Designer’s Guide and co-author of Web Anatomy: Interaction Design Frameworks that Work. You can find his writing at uie.com and follow his adventures on the twitters at @jmspool.