All experience is not equal - the stuff at the start and at the end is the most important. If you have a limited budget, focus really hard on the beginning and the end.
Maslow for the web:
1st level) Functional (useful)
2nd level) Reliable
3rd level) Usable
4th level) Convenient
5th level) Pleasurable
6th level) Meaningful
Elements of experience
- anticipation
- duration
- intensity
- sensation
- differentiation
- significance
- Hotels get this. Think of walking into a hotel with a doorman or how much money they spent on the design of the lobby.
- Please judge by looks - they are important.
- Apple makes you fall in love with the product before you even turn it on.
- We need to make sure the designs we show our users have a great first impression. Too often, we design websites for expert users. Example - Basecamp's training videos.
- Usability tests to see if the process is smooth.
- Apple stores are organized by task, not by department - make four times the money as best buy.
- Its like going to the bar where they remember your drink.
- Customizing your game characters.
- The way a car door shuts gives queues as to its quality
- How trash cans are designed at Disney
- Treadless sending an email when a shirt you have in your cart is about to go out of stock.
- Easter eggs
- Masters of feedback are gambling machine makers because they suck you in and reinforce positive behavior.
- Feedback stops you from wasting your time.
- Write clever error messages that help people alone their way.
- People love collecting points, which leads to leaderboard (which should be used with discretion)
- People enjoy exploring and collecting
- People pay for the experience of Starbucks, not for the coffee.
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