5-Star User Experience: What Going Out To Eat Teaches Us About UX Design
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Presented at UXCamp DC 2016
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5-Star User Experience: What Going Out To Eat Teaches Us About UX Design
- 1. Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler jimmy@uxprinciples.com 5-Star User Experience: What Going Out To Eat Teaches Us About UX Design Presented at: UXCamp DC 2016 #uxcampdc #5StarUX
- 6. Image Courtesy of Shutterstock
- 7. Photo courtesy Maya Jackson
- 10. Crunchy Lobster, Spicy Tuna, and Yellowtail and Scallion Rolls, Ichiban Sushi, McLean, VA
- 13. Most Important To You
- 14. Lobster Ravioli, Fiola, Washington, DC Food
- 15. Service
- 16. People
- 17. Most Important • Food quality (tasty) • Smell and cleanliness • Cost (value) • Respect our requests • Atmosphere/Noise Level • Easy to get to (parking, transit) • Accessible
- 18. Managing Expectations Photo courtesy Julie Riederer Nine Types of Lasagna at Tommy Lasagna
- 19. First Rule of UX You cannot not communicate. Every behavior is a kind of communication. Paul Watzlawick’s First Axiom of Communication Source: http://52weeksofux.com/tagged/week_1
- 20. • Decide on a restaurant (research) • Make a reservation (phone, Opentable) • Arrive, ask for a table • Wait in the bar • Seating • Greeting, drinks? • Read menu, listen to specials • Order • Drink, eat, converse • (text/email) • Wait staff asks if everything’s ok • Restroom, smoke, phone call • Refills • Talk to Manager • Clear plates • Dessert • Request check • Decide on tip, pay • Call cab • Get coats • Exit
- 21. Stress Pleasure
- 22. PleasureStress
- 23. • Decide on a restaurant (research) • Make a reservation (phone, Opentable) • Arrive, ask for a table • Wait in the bar • Seating • Greeting, drinks? • Read menu, listen to specials • Order • Drink, eat, converse • (text/email) • Wait staff asks if everything’s ok • Restroom, smoke, phone call • Refills • Talk to Manager • Clear plates • Dessert • Request check • Decide on tip, pay • Call cab • Get coats • Exit
- 24. • Decide on a restaurant (research) • Make a reservation (phone, Opentable) • Arrive, ask for a table • Wait in the bar • Seating • Greeting, drinks? • Read menu, listen to specials • Order • Drink, eat, converse • (text/email) • Wait staff asks if everything’s ok • Restroom, smoke, phone call • Refills • Talk to Manager • Clear plates • Dessert • Request check • Decide on tip, pay • Call cab • Get coats • Exit
- 26. • Find the Seemless website • Type in URL, bookmark, search • Log in or sign up • Pick from My Order History • Or bookmarks, favorites or search • If searching, pick correct address • Delivery or Pickup? • Filter • Name, price, rating, delivery estimate • Or sort to narrow down search • Read reviews to help decision • Ask spouse what they want • Select restaurant • Select items • Tip amount • Checkout • Review order • Submit • Get confirmation email • Get food Seamless
- 27. • Find the Seemless website • Type in URL, bookmark, search • Log in or sign up • Pick from My Order History • Or bookmarks, favorites or search • If searching, pick correct address • Delivery or Pickup? • Filter • Name, price, rating, delivery estimate • Or sort to narrow down search • Read reviews to help decision • Ask spouse what they want • Select restaurant • Select items • Tip amount • Checkout • Review order • Submit • Get confirmation email • Get food Seamless
- 33. Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco Service
- 34. Technical delivery of a product Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco
- 35. Service = usable, useful, and reliable Pan-roasted duck breast on French toast with vincotto, Blowfish Sushi, San Francisco
- 36. Photo courtesy kowarski http://goo.gl/YoQAvC Salt Selection, Per Se, New York
- 38. “To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response.” Dany Meyer, Setting the Table Photo Courtesy Julie Riederer, Popcorn Soup at wd~50 Hospitality
- 39. How the delivery of a product makes its recipients feel. Photo Courtesy Julie Riederer, Popcorn Soup at wd~50
- 40. Photo Courtesy Julie Riederer, Popcorn Soup at wd~50 Hospitality = delightful and engaging
- 41. Photo Courtesy Julie Riederer, Popcorn Soup at wd~50 “To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response.” Dany Meyer, Setting the Table
- 42. Empathy The ability to understand and share the feelings of another. aka Emotional Empathy — Indi Young, author of Practical Empathy
- 43. Cognitive Empathy An intent to understand another person: how they think, what their guiding principles are, what their reactions are…and how those reactions are different from your own — Indi Young, author of Practical Empathy
- 44. Insight The capacity to gain an accurate and deep intuitive understanding of a person or thing.
- 45. Mental Models “an explanation of someone's thought process about how something works” Source: Wikipedia https://en.wikipedia.org/wiki/Mental_model
- 46. Stress Pleasure
- 47. PleasureStress
- 48. Source: Is Design Metrically Opposed? https://vimeo.com/138359368
- 50. "I'm not here to enter into a relationship. I just want to buy something." User interview
- 52. Why do we care?
- 60. Addressing Mistakes • Awareness • Acknowledgement • Apology • Action • Additional generosity Photo Courtesy Nicolette Chandler, Casa Luca, Washington, DC
- 61. Best Case: Prevent Errors
- 75. Review
- 76. Your product is a series of interactions that cause stress or pleasure
- 77. Good service in a restaurant = a usable, useful, and reliable product
- 78. Restaurant hospitality = a delightful design
- 79. Delightful design fulfills people’s emotional needs
- 80. To accomplish this requires empathy and insight
- 81. Insight requires data from listening and observing, not inferences
- 82. Thank You! Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler jimmy@uxprinciples.com Photo courtesy Maya Jackson
- 83. Related Reading • Aarron Walter, Designing for Emotion • Whitney Hess, So you wanna be a user experience designer — Step 2: Guiding Principles, http://whitneyhess.com/blog/ 2009/11/23/so-you-wanna-be-a-user- experience-designer-step-2-guiding-principles/ • Indi Young • Book: Practical Empathy • Video: https://vimeo.com/98714873 • Article: http://rosenfeldmedia.com/blogs/mental- models/how-to-wield-empathy/ • Don Norman, Emotional Design • Stephen P. Anderson, Seductive Interaction Design • Dana Chisnell • Beyond Frustration: Three levels of happy design http://uxmag.com/articles/beyond- frustration-three-levels-of-happy-design • Deconstructing Delight: Pleasure, Flow,& Meaning http://www.slideshare.net/ danachisnell/deconstructing-delight • Jared Spool, The $300 Million Button http://www.uie.com/articles/ three_hund_million_button/
- 84. Recommended UX Books • Abby Covert, How To Make Sense Of Any Mess: Information Architecture For Everybody • Don Norman, Design of Everyday Things • Steve Krug, Don’t Make Me Think (3rd Edition) and Rocket Surgery Made Easy • Alan Cooper, About Face 4 • Russ Unger and Carolyn Chandler, A Project Guide to UX Design (2nd Edition) • Peter Morville and Louis Rosenfeld, Information Architecture For the Web and Beyond (4th Edition) • Jeff Raskin, The Humane Interface • Dan Brown, Communicating Design • Dan Saffer, Microinteractions • Jennifer Tidwell, Designing Interfaces • Lidwell, Holden & Butler, Universal Principles of Design • Quesenbery & Brooks, Storytelling for User Experience • Goodman, Kuniavsky & Moed, Observing the User Experience • Halvorson & Rach, Content Strategy for the Web, 2nd Edition • Horton & Quesenbery, A Web For Everyone
- 85. Recommended UX Websites • http://52weeksofux.com • http://uxmyths.com/ • http://www.lukew.com/ff/ • http://www.uie.com/brainsparks/ • http://aycl.uie.com A library of 230 seminars by experts in all things UX design. $23 per/month • http://alistapart.com/ • http://uxmag.com/ • http://www.uxbooth.com/ • http://boxesandarrows.com • http://www.subtraction.com