Currently working on his new startup, Brian Kalma delivered a great talk on Designing Experiences at Applicake HQ. Brian has a lot of relevant experience as in the past he was the Director of User Experience at Zappos.com and Gilt Gruppe.

1. IF I RULED THE WORLD
EVERYTHING I AM
ABOUT TO SAY WOULD
BE TRUE

2. What is a product?

3. According to Wikipedia:
An item that ideally satisfies a market want or need

4. What are the elements
of a good product?
• Solves a problem
• Users want it
• It works
• Designed well
• __________
• __________

5. BUT REALLY:
A product is nothing more
than an experience.
SOURCE: http://www.slideshare.net/peterme/experience-is-the-product

6. Experience demands
evolve.

8. What was important
then?
• Storage
• Processor Speed
• Ports
• Screen Size

10. What is important
now?
• Storage
• Processor Speed?
• Ports
• Screen Size
• PORTABILITY

11. “Predicting the future
has never been easy,
but it’s never been
more difficult”
- Peter Merholz

14. In 2006 at Zappos....
• Speed
• Efficiency
• Deep Linked Converts
• Designed well

16. Users have Goals &
Expectations

17. Experience Designers
have to create emotion
and context.

18. What we do has to
mean something!

19. When do you interact
with a product?

20. When do you interact
with a product?

21. When do you interact
with a product?

22. When do you interact
with a product?

23. Experiences are touch
points.

24. Touch points are things
you engage with.

25. Experience Design (should)
include:
• Web site
• Apps
• Twitter
• Facebook
• All this other stuff....

26. All experiences are
impacted by the people
cultivating them.

27. An experience is
enhanced or detracted
by the people who
create it.

28. Every single employee
at Zappos spends 4
weeks in Customer
Service Training.

29. Because they believe
every single person
impacts the Experience.

30. 1-1 Contact with your
customers is
compulsory.

31. Instincts only get you
partially there.

32. Layers
Research + Instincts + Constant Feedback + Personal Connections

33. I have a story to tell
The story is called FS.

34. You often have many
chances to succeed, but
one moment to fail.

35. I have another story to
tell
The story is called Zombies.

37. UX at Zappos:
Our goals were not
achieved in wireframes

38. UX at Zappos:
Our goals were not
achieved in developing

39. UX at Zappos:
Our goals were not
achieved in prototyping

40. UX at Zappos:
Our goals were not
achieved in analytics

41. ... we were working
hard to make our
customers smile.

43. Give customers what
they never knew they
wanted.

44. How can you create an
experience that makes
your users want more?

45. How can you create an
experience that makes
your users want more?
HINT: It likely does not involve wireframes

46. Thank you!

47. Ask me anything about
anything.
I will likely tell you!