Archive for the 'Satisfaction' topic

UIEtips: Tone and Voice – Showing Your Users That You Care

In this week’s UIEtips, Kate Kiefer Lee explains why it’s important to pay attention and understand the difference between voice and tone. Here’s an excerpt from the article Voice and tone. Tone and voice. Though the words “voice” and “tone” are often used interchangeably, they’re not synonyms. Our voice makes us unique, and our tone […]

Jared Spool – Build a Winning UX Strategy from the Kano Model

The ultimate goal for user experience is that users enjoy using your product or service. Many companies use satisfaction as a metric for measuring their success. But satisfaction is really just the lack of frustration. You should be focused on what you can do to delight your users.

Satisfaction Isn’t The Goal

“Was your experience satisfactory?” the survey asked the user. If the answer is no, well, then we can work on making it better. But if it is yes, what do we do? Should we walk away happy with what just happened? Satisfaction is a miserable place to stop our goal of constant improvement. Food that […]

Resources for Yesterday’s Virtual Seminar on Building A Winning UX Strategy with the Kano Model

Yesterday, a couple of hundred of my favorite UX folks tuned in to my UIE Virtual Seminar while I talked about the ways to use the Kano Model as the basis of a winning UX strategy. During the talk, I referenced a bunch of things, so here’s the list: Understanding the Kano Model – A […]

UIEtips: The Hunt for Missing Expectations

In today’s UIEtips, I discusses the difference between failed and missed expectations, and how to avoid them. Here’s an excerpt from the article. When many folks reach into their user research toolbox, the first tools to emerge are surveys and usability testing. However, these are not that helpful with discovering potential missed expectations. Surveys are […]

UIEtips: Understanding the Kano Model – A Tool for Sophisticated Designers

In today’s UIEtips, I look back on an article from January 2011 – Understanding the Kano Model – A Tool for Sophisticated Designers. In this article, I explain how the Kano Model predicts the reaction of users from initial delight and why the delight fades over time. Here’s an excerpt from the article. When blogging […]

Home Depot Designed For Activities, Not Experiences

Mark Schaefer loves Home Depot. He wrote this blog post about how much. However, in that same post, he talked about a breakdown in the experience of being a Home Depot shopper. I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I […]

UIEtips: The Magic Behind Amazon’s 2.7 Billion Dollar Question

Ratings and reviews can generate quite a lot of money. Who hasn’t asked a friend, peer, or family member their opinion on products or services, especially on something you’re about to purchase? A simple, “it did the job” or “it’s worth the money” is enough to convince most people to complete their purchase. How these […]

Do A/B Tests Focus Us On The Wrong Problems?

Last week, I attended a conference presentation where a team presented findings from their A/B Testing efforts. It was a cute presentation where they posted the control and test variants, then asked the audience to pick which one “won” the A/B test. They compared the audience answer to the variant that demonstrated the best increase […]

SpoolCast: When Search Meets Web Usability Q&A with Shari Thurow

How do you bridge the gap between the search engine and your site? You want that transition to be as smooth and natural for your users as possible. Ideally, they would start with their search, arrive at your site and accomplish what they set out to. Often times, it doesn’t work out that easily. Shari Thurow offers techniques and tricks to satisfy the goals of your users.