Deconstructing delight
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The document discusses three key concepts - pleasure, flow, and meaning - that contribute to user delight in digital experiences. Pleasure involves anticipating needs, being responsive to context, and using visual design to make users feel considered. Flow involves immersive, empowering experiences that play on mastery and subtle motivation cues. Meaning involves connecting users to a purpose and making a difference through authenticity and virtue. The document provides examples and guidelines for incorporating these concepts into design.
Deconstructing delight
- 1. Deconstructing Delight Pleasure, Flow, & Meaning
- 2. Marketing QA tester Call center UX designer Development Product manager
- 7. EN OK C E BR IEN XPER E
- 8. Usable = = no Delightful yes Capital One
- 9. Delight Flow Meaning Pleasure
- 10. USAToday weather
- 11. Swackett.com
- 12. Swackett.com
- 15. Anniversary of the Eiffel Tower
- 18. Pleasure • Shows consideration • Anticipates users’ needs • Responsive to context • Users feel it • Much can come through visual design
- 19. Sharing Aware of user Treats Bits of thoughtfulness
- 20. Extra goodness TripIt.com Anticipates needs
- 21. Virgin America
- 24. If I were to take care of this customer, how would I do it?
- 25. Evidence of Pleasure ✤ Smiling ✤ Exclamations, “Nice!” or “Got it!” ✤ Behaving with infatuation
- 26. Cautions of Pleasure Habituation decrease in response after repeated exposure Distraction dividing attention Disruption interrupting the user’s activity Don’t force it
- 27. Pleasure Anticipates needs and wants Produces positive affect Uses visual design and voice
- 28. word processor
- 29. ...sit down and start making the clackity noise. If I make the clackity noise long enough every day, the “writing” seems to take care of itself. -- Merlin Mann
- 30. Ommwriter
- 32. Flow • Immersive • Empowering • Behavioral, automatic • Plays on mastery and control
- 33. Flow • Subtle motivation cues • Psychological cues • Language (or lack of) • Social cues • Reinforcement
- 35. Tags feed curiosity Related Question questions support serendipity Answers Outlets demonstrate knowledge People
- 36. 36 Quora.com Smooth, frictionless Supports serendipity Tangents are useful, meaningful Feeds curiosity Users demonstrate knowledge
- 37. Heft. Handling. Fit for purpose.
- 38. Flow by design ✤ Affordances and feedback are clear, obvious, invisible ✤ IA matches users’ mental models ✤ Perception of responsiveness ✤ Clutter is minimized ✤ Appropriate for context ✤ Benefit to user is clear
- 39. Evidence of Flow ✤ Gratification ✤ Feeling productive ✤ Focused concentration ✤ Energized ✤ Empowered ✤ Stop talking ✤ Key strengths tapped
- 40. Cautions of Flow Could translate as either engagement or frustration Analytics data won’t reveal this User control is key Tangents must be useful acts of autonomy
- 41. Assessing flow When you are using it, do you feel a greater awareness? How much does it increase your ability to accomplish new things? How much does it expand your own capabilities? How much do you feel you have a larger perspective because of using it?
- 43. Zipcar.com less waste saving money good for Earth
- 46. 46 Zipcar.com
- 48. Meaning • Flourish through purpose • Connectedness • Making a difference • Belonging • Virtuousness
- 49. Meaning • Plan the emotional effects • Plan the behavioral effects • Clarity, simplicity, funneling, modeling
- 51. Culture of generosity After: Shorts Before: Gauchos
- 52. 52 Kiva.org
- 53. Authenticity Effort confirmed Values supported
- 54. Meaning by design ✤ Effort is encouraged and confirmed ✤ Involvement subtly rewarded through support and values ✤ Site and interactions feel secure and safe ✤ Branding is authentic, built in to business model
- 55. Evidence of Meaning ✤ Connected, yet selfless ✤ Virtuous and altruistic ✤ Compassion and empathy ✤ Expansiveness, openness ✤ Devoted, engaged
- 56. Cautions in meaning Not just a tagline: must be authentic Must come from the business model, out Can’t be layered on
- 58. Meaning design with purpose, from mission to fulfillment, not just touch points, but through culture
- 59. Meaning Must be genuine, from the mission, out Purpose comes through on all channels Results in belonging, generosity
- 60. Delight Pleasure Flow Meaning
- 61. Where does your design fit into a beautiful day?
- 62. Where to learn more about the psychology of happiness TED Talks: The psychology of happiness - Martin Seligman TED Talks: Play is more than fun - Stuart Brown TED Talks : Happy design - Stefan Sagmeister Flow: The Psychology of Optimal Experience, by Mihaly Csikszentmihalyi Emotional Design: Why We Love (or Hate) Everyday Things, by Donald Norman Happiness: A History, by Darrin M. McMahon Enchantment, by Guy Kawasaki
- 63. Where to learn more about the psychology of happiness Anything written by all of these people: Aaron Walter Stephen Anderson Nathan Shedroff Bill Scott Jane McGonigal Clay Shirky
- 64. 64 Where to learn more Dana’s blog: http:// usabilitytestinghowto.blogspot.com/ Download templates, examples, and links to other resources from www.wiley.com/go/usabilitytesting