Thursday, June 08, 2006

The ingredients of Good Experience

What makes a good user experience...

"I’ve been fortunate enough, in the past week, to be the recipient of excellent user experience in the ‘real world’. It’s got me to thinking - are there some key ingredients that constitute a good experience and how might they translate into work we do online?

It all started last Thursday night when I braved the cold, wet weather (no, I’m not in London yet… Sydney is just doing a good job of preparing me for it!) and headed out to visit my hairdresser for the last time. (*sob*)

A client/hairdresser relationship is an exercise in extreme user experience. I don’t think I’ve ever met a woman who is ambivalent about her hairdresser. She has either found one she *loves* or she’s on the hunt for one to love. It’s a trust thing.

Of course, the number one criteria that a hairdresser must meet is that they must be able to do hair in a way that pleases the client. (It’s important to note that this does not necessarily mean that they do hair well, or tastefully… that’s all too subjective, and people want to do some crazy stuff with their hair).

I like how my hairdresser does my hair. He knows that I don’t spend much time maintaining it, so makes sure it pretty much does itself in the morning. I know he’s good at his job, so I don’t tell him what I want, I ask him what he thinks I should do.

He’s earned my trust by plying his trade well, but he does even more than that.

My hairdresser makes me feel like I’m a really valued customer. He does this in a couple of key ways. Firstly, when I’m there, he looks after me (and I should say, it’s not just him, it’s his entire team, they’re all great). He makes sure I’m comfortable, that I have a drink (wine? champagne? a coffee? what would you prefer?), he has good magazines, he checks in on me regularly when I’m waiting for my colour to do whatever it does in that 20 minutes."   continued ...   (Via disambiguity)



The hairstyling user experience. - User Interface Design, Human Computer Interaction (HCI), Ergonomics

The hairstyling user experience

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