Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler [email protected]5-Star User Experience: What Going Out To Eat Teaches Us About UX Design Presented at: UXCamp DC 2016 #uxcampdc #5StarUX
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5-Star User Experience: What Going Out To Eat Teaches Us About UX Design
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Jimmy Chandler @uxprinciples about.me/jimmychandler www.uxprinciples.com https://www.linkedin.com/in/jimmychandler [email protected]
5-Star User Experience: What Going Out To Eat Teaches Us About UX Design
• 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
• 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
• 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
“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
How the delivery of a product makes its recipients feel.
Photo Courtesy Julie Riederer, Popcorn Soup at wd~50
Photo Courtesy Julie Riederer, Popcorn Soup at wd~50
Hospitality = delightful and engaging
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
EmpathyThe ability to understand and share the feelings of another.
aka Emotional Empathy
— Indi Young, author of Practical Empathy
Cognitive EmpathyAn 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
InsightThe capacity to gain an accurate and deep intuitive understanding of a person or thing.
Mental Models“an explanation of someone's thought process about how something works”
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/