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IF I RULED THE WORLD EVERYTHING I AM
ABOUT TO SAY WOULD BE TRUE
What is a product?
According to Wikipedia:An item that ideally satisfies a market want or need
What are the elements of a good product?
• Solves a problem
• Users want it
• It works
• Designed well
• __________
• __________
BUT REALLY:A product is nothing more
than an experience.
SOURCE: http://www.slideshare.net/peterme/experience-is-the-product
Experience demands evolve.
What was important then?
• Storage
• Processor Speed
• Ports
• Screen Size
What is important now?
• Storage
• Processor Speed?
• Ports
• Screen Size
• PORTABILITY
“Predicting the future has never been easy, but it’s never been
more difficult”- Peter Merholz
In 2006 at Zappos....
• Speed
• Efficiency
• Deep Linked Converts
• Designed well
Users have Goals & Expectations
Experience Designers have to create emotion
and context.
What we do has to mean something!
When do you interact with a product?
When do you interact with a product?
When do you interact with a product?
When do you interact with a product?
Experiences are touch points.
Touch points are things you engage with.
• Web site
• Apps
• All this other stuff....
Experience Design (should)include:
All experiences are impacted by the people
cultivating them.
An experience is enhanced or detracted
by the people who create it.
Every single employee at Zappos spends 4 weeks in Customer
Service Training.
Because they believe every single person
impacts the Experience.
1-1 Contact with your customers is compulsory.
Instincts only get you partially there.
Layers
Research + Instincts + Constant Feedback + Personal Connections
I have a story to tell
The story is called FS.
You often have many chances to succeed, but
one moment to fail.
I have another story to tell
The story is called Zombies.
UX at Zappos:
Our goals were not achieved in wireframes
UX at Zappos:
Our goals were not achieved in developing
UX at Zappos:
Our goals were not achieved in prototyping
UX at Zappos:
Our goals were not achieved in analytics
... we were working hard to make our customers smile.
Give customers what they never knew they
wanted.
How can you create an experience that makes your users want more?
How can you create an experience that makes your users want more?
HINT: It likely does not involve wireframes
Thank you!
Ask me anything about anything.
I will likely tell you!
