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Re: Improving the user experience incrementally?
by Dan Harrelson-2
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Hi William,
At Adaptive Path we often speak to improving the UX over time as "The
Long Wow". It's a phrase coined by my colleague, Brandon. The idea is
to look at your product over time and plan to impress customers again
and again. This fosters loyalty and sets expectations in customers'
minds that if they keep using your product, it'll just keep getting
better.
In practice, I find that clients often want to chunk work into phases
based on operational constraints. They push off feature X because the
new database will be online for phase 2.
Instead, I try to get them to think about the phases of the customer
experience. At launch, what features will give customers a taste of
your product's potential? How can you hint at what's to come? What
features do you add three months later to wow current users and to
show appreciation to early adopters? What feature do you turn on just
before Christmas as a special gift? Here's a hint.... it's rarely
performance improvement that makes customers say wow.
Here's Brandon's essay and slides on the topic:
http://www.adaptivepath.com/ideas/essays/archives/000858.php
http://www.slideshare.net/brandonschauer/the-long-wow-358486
...Dan
On Feb 16, 2009, at 9:48 AM, William Pietri wrote:
> Hi, Mike! Great point. I agree.
>
> Mike Dwyer wrote:
>>
>> [...] I read the word ‘incremental’ but the conversation sounds
>> more like iterative questions. I know picky, picky, picky. But
>> these two words follow significantly different paths in Agile
>> workframes. Incremental is working on chinks of a large well
>> defined and measurably verifiable delivery. [...]
>
>
> Just to be clear, I meant frequent iteration with incremental
> improvement, rather than incremental delivery. In other words, the
> user experience would get a bit better every iteration, but the
> particular changes made would be chosen over the course of time,
> rather than all up front.
>
> A number of people joining the list are clearly concerned about how
> one achieves that in practice. Designers, any tips?
>
> William
>
>
>
At Adaptive Path we often speak to improving the UX over time as "The
Long Wow". It's a phrase coined by my colleague, Brandon. The idea is
to look at your product over time and plan to impress customers again
and again. This fosters loyalty and sets expectations in customers'
minds that if they keep using your product, it'll just keep getting
better.
In practice, I find that clients often want to chunk work into phases
based on operational constraints. They push off feature X because the
new database will be online for phase 2.
Instead, I try to get them to think about the phases of the customer
experience. At launch, what features will give customers a taste of
your product's potential? How can you hint at what's to come? What
features do you add three months later to wow current users and to
show appreciation to early adopters? What feature do you turn on just
before Christmas as a special gift? Here's a hint.... it's rarely
performance improvement that makes customers say wow.
Here's Brandon's essay and slides on the topic:
http://www.adaptivepath.com/ideas/essays/archives/000858.php
http://www.slideshare.net/brandonschauer/the-long-wow-358486
...Dan
On Feb 16, 2009, at 9:48 AM, William Pietri wrote:
> Hi, Mike! Great point. I agree.
>
> Mike Dwyer wrote:
>>
>> [...] I read the word ‘incremental’ but the conversation sounds
>> more like iterative questions. I know picky, picky, picky. But
>> these two words follow significantly different paths in Agile
>> workframes. Incremental is working on chinks of a large well
>> defined and measurably verifiable delivery. [...]
>
>
> Just to be clear, I meant frequent iteration with incremental
> improvement, rather than incremental delivery. In other words, the
> user experience would get a bit better every iteration, but the
> particular changes made would be chosen over the course of time,
> rather than all up front.
>
> A number of people joining the list are clearly concerned about how
> one achieves that in practice. Designers, any tips?
>
> William
>
>
>
« Return to Thread: Improving the user experience incrementally?
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