UX14 - Design for Delight (Sanjay Sen)

Design for Delight is human-centered approach which focus on people/customers and their needs and not on a specific technology or other conditions.

Transcript

1. UX-INDIA 2014 CRAFTING DESIGN FOR DELIGHT
2. WHAT WAS THE LAST APP/PRODUCT YOU USED THAT DELIGHTED YOU?
3. DID YOU REMEMBER ANY OF THESE PRODUCTS?
4. Why do we love some products while not even remember other products? We love awesome products... ...these not only deliver functionality but also touch our hearts
5. Design for Delight (D4D) Evoking positive emotion by going beyond customer expectations in delivering ease and benefit ...so people buy more and tell others about their experience Image Source: thingsiheardintheoldport.blogspot.in
6. D4D
7. “Know your customer better than they know themselves.” Scott Cook Founder of Intuit
8. DEEP CUSTOMER EMPATHY TALKING TO CUSTOMERS
9. CLOSE ENDED • Did you like your high school? • What was your high school experience like? Usually starts with Have, Is, Would, Did, Shall, Do Usually starts with Why, What, How, Tell me more… OPEN ENDED • Do you buy flight tickets online? • How do you go about booking tickets for a flight? • Will you be coming to my house for Christmas? • What is your plan for Christmas?
10. HAVE A CASUAL CONVERSATION
11. GO WITH A SCRIPT IN YOUR HEAD GO WITH A SCRIPT IN YOUR HEAD
12. CAPTURE EMOTIONS Use emotion symbols  Happy  Sad  Don’t care ! Workflow [] Problem ~ Obstacle CAPTURE EMOTIONS
13. OBSERVATION 28/10/14 13 OBSERVING CUSTOMERS
14. Bills sorted in the order of negative impact! This insight helped us delight customers Bills due in 2 weeks Passed Due Date
15. HOW MANY PASSES?
16. CONFIDENTIAL 16 THE TEAM RECAP Identifying the Real Pain Point and context of the customer D4D Talking to customers Open ended vs Close ended questions Have a casual conversation Go with a Script in your head Capture Emotion using symbols Power of Observations
17. ACTIVITY UX-INDIA 2014
18. THANK YOU GOT QUESTIONS? sanjay_sen@intuit.com