Matt Watkinson: 10 principles for great customer experience

    10 principles for great customer experience

  1. Great customer experiences strongly reflect the customers’ identity
  2. Great customer experiences satisfy our higher objectives
  3. Great customer experiences leave nothing to chance
  4. Great customer experiences set and then meet expectations
  5. Great customer experiences are effortless
  6. Great customer experiences are stressfree
  7. Great customer experiences indulge the senses
  8. Great customer experiences are socially engaging
  9. Great customer experiences put the customer in control
  10. Great customer experiences consider the emotions

Matt Watkinson: The Ten Principles Behind Great Customer Experience

User Interviews (2)

Seven Interview Best Practices:

  1. Set proper expectations
  2. Shut up and listen
  3. Minimize biased questions
  4. Be friendly
  5. Turn off your assumptions
  6. Avoid generalizations
  7. Don’t forget the non-verbal cues

From Michael Hawley: Preparing for User Research Interviews: Seven Things to Remember

Interviewing users (1)

… in their book User and Task Analysis for Interface Design, Hackos and Redish devote an entire section to the formulation of unbiased questions. They advise interviewers to

  • avoid asking leading questions, to
  • ask questions that are based on a participant’s experience, and
  • to avoid overly complex, lengthy questions.

Michael Hawley in Preparing for User Research Interviews: Seven Things to Remember

The user

“Early studies of information retrieval systems featured quantitative approaches characteristic of the physical science”- Mathematical formulas for precision and recall created an aura of objectivity for the nascent field of information science. And yet behind every formula lurked a variable that resisted isolation. Today we call this infuriating variable “the user” and we recognize that research must integrate rather than isolate the goals, behaviors and idiosyncrasies of the people who use the systems.”

From: Morville, Peter (2005), Ambient Findability, Sebastopol: O’Reilly, p. 54

Identifying needs and establishing requirements

  1. Getting the requirements right is crucial to the success of the
    interactive product. There are different kinds of requirements:
    functional, data, environmental, user, and usability. Every
    system will have requirements under each of these headings.
  2. The most commonly used data-gathering techniques for this
    activity are: questionnaires, interviews, workshops or focus
    groups, naturalistic observation, and studying documentation.
  3. Descriptions of user tasks such as scenarios, use cases, and
    essential use cases help users to articulate existing work
    practices. They also help to express envisioned use for new
  4. Task analysis techniques help to investigate existing systems and
    current practices.

From: Preece, J., Rogers, Y., Sharp, H. (2002), Interaction Design: Beyond Human-Computer Interaction, New York: Wiley, p.235