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
   

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2. WHAT WAS THE LAST APP/PRODUCT
   YOU USED THAT DELIGHTED YOU?
   

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3. DID YOU REMEMBER ANY OF THESE PRODUCTS?
   

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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
   

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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
   

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6. D4D
   

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7. “Know your
   customer better
   than they know
   themselves.”
   Scott Cook
   Founder of Intuit
   

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8. DEEP CUSTOMER EMPATHY
   TALKING TO CUSTOMERS
   

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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?
   

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10. HAVE A CASUAL CONVERSATION
    

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11. GO WITH A SCRIPT IN YOUR HEAD
    GO WITH A SCRIPT IN YOUR HEAD
    

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12. CAPTURE EMOTIONS
    Use emotion symbols
     Happy
     Sad
     Don’t care
    ! Workflow
    [] Problem
    ~ Obstacle
    CAPTURE EMOTIONS
    

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13. OBSERVATION
    28/10/14
    13
    OBSERVING CUSTOMERS
    

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14. Bills sorted in the order of negative impact!
    This insight helped us delight customers
    Bills due in
    2 weeks
    Passed
    Due Date
    

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15. HOW MANY PASSES?
    

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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
    

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17. ACTIVITY
    UX-INDIA 2014
    

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18. THANK YOU
    GOT QUESTIONS?
    sanjay_sen@intuit.com
    

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