Designing for delight
‘We’ve got to surprise and delight our customers’ is one of those mantras that I’ve kept hearing over the years. I’ve always wondered how a company could do that.
It’s got nothing to do with selling glamorous products. I know plenty of people who are delighted by their insurance company, and plenty of others who are disappointed with the company that sold them a fancy holiday.
So I did some research of my own – looking for best practices by talking to experts and customers alike. What I found was rather shocking. Experts and customers completely disagree about what makes for ‘delight’.
You can find out why (and get some rules on how to delight your customers) in this short presentation which I gave at the Usability Professionals’ Association conference in May.
About the author
Giles has been making products more usable for over fifteen years. He was President of the UK Usability Professionals’ Association from 2003-2007 and speaks frequently on usability in the UK and overseas. He writes on usability for Revolution magazine and was one of the editors of the PAS 78 accessibility guide from the British Standards Institute. Email Giles, or call +44 (0)117 946 3930
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I was impressed and amused at the same time. It like you get right to you point while conveying the message and experience of the service or opportunity to the prospective customer or client.