Holy crap that was awkward
Qualcomm's bizarre keynote at CES 2013.
Monday, January 14, 2013 at 03:17PM With a background in marketing, design, and technology, Dave Burke focuses on bridging disciplinary gaps to create web products that delight both users and business owners. [More...]
The UX Hierarchy of Needs (to be fixed)
Poster presentation
IA Summit 2011
Qualcomm's bizarre keynote at CES 2013.
Monday, January 14, 2013 at 03:17PM I was truly thrilled and honored to be selected to speak at the 2012 IA Summit. I've been going to the Summit for years (first time was in Vegas), and have always found the content to be top notch and the community to be even better.
So here's the proposal for the talk. I'm happy to hear feedback or suggestions as I put it together.
It's almost a mantra in the user experience world: you should aim to "delight" your users. You should stud their experience with moments of “wow”. You should exceed their expectations.
And when you do it well, you’ll create loyal customers, and even some social evangelists who will happily spread the word of your awesomeness across the web.
It’s conventional wisdom. But is it true?
Research conducted by the Corporate Executive Board (my old company), delved into the relationship between customers’ levels of satisfaction, and their loyalty to a brand. The study, which focused primarily on customer service websites and call centers, casts doubt on the dollar value of delight.
Delighting users doesn’t necessarily make them more loyal or profitable. In fact, your highest-value opportunities for boosting user loyalty lie in helping the ones who aren’t happy by eliminating their most common irritants.
During this talk we’ll get into:
Friday, December 16, 2011 at 05:30PM
oneslide,
user research,
ux A recent conversation about user testing new features and designs induced me to get a little more organized in my thinking about the right method for particular testing goals. Two key dimensions to consider are:
* Surface and Strategy are designations borrowed here from Jesse James Garrett's Elements of User Experience. Surface is represented by the eyeball icon; Strategy by the lightbulb.
Given those dimensions, I tried to map the relative usefulness of various research and testing methods. What are your thoughts? How would you arrange these research methods?
Tuesday, June 7, 2011 at 12:04PM