Designing the User Experience Curve

The Perfect Hotel Experience

The User Experience Curve

1. First impressions count1

Checking in at a hotel...

People judge on looks ...

Unboxing your iPod

Computer Game Training Level

Computer Game Training Level

Create a nice design...

The Start Screen on BaseCamp...

Tours...

Interactive tours...

Newbie you

2. Attentive Service2

The doorman hailing a cab...

The waiter refilling your glass...

Opening a new line at the checkout...

Usability

Take Apple

3. Personalisation and customisation3

The barmaid remembering your favourite drink...

Customise your drink at Starbucks...

Customise your game characters...

Welcome people...

Customisation...

Personal recommendations...

4. Attention to detail4

Car doors...

Even the trash cans are themed...

Make quality evident in everything...

Create delightful experiences...

Use quality imagery and copy...

Attention to detail

Personality is important

Hello Andy

I'm Little MOO - the bit of software that will be managing your order

with us. It will shortly be sent to Big MOO, our print machine who willprint it for you in the next few days. I'll let you know when it's doneand on its way to you.

In the meantime you can track and manage your order at:http://www.moo.com/account

Remember, I'm just a bit of software. So, if you have any questionsregarding your order please contact customer services (who are real people) at:

http://www.moo.com/service

Thanks,

Little MOO, Print Robot

Easter eggs...

5. Feedback5

Something is happening...

Prevents you wasting time...

Manages expectations...

Help people solve their problems

Buttons give positive feedback...

Progress through the system...

Something is happening...

Facebook stream...

Google maps are fun...

Friendly and helpful feedback messages...

6. Make it fun6

We’re love collecting...

Particularly if there is payback...

What do points make...

Leaderboards...

Leaderboards...

We’re programmed to enjoy exploring

Collecting photos...

Collecting friends...

Collecting badges...

Points and Leaderboards...

Just start playing...

7. Create the perfect environment7

The Starbucks Experience...

The Virgin Lounge...

Vegas baby, yeah...

www.clearleft.comandy@clearleft.com

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