Experience Qualities

Designed to ensure balance and longevity to any experience

Forming the basis of creating any intentional and remarkable user experience, the Experience Qualities should be studied separately and considered together.

The Experience Qualities™ comprise the four key facets or qualities of Experiences: Conversational, Emotional, Useful and Usable. Each quality has it's own set of goals, techniques and outcomes to use in the Intentional Experience Creation process.

experience qualities

CONVERSATIONAL

The conversational quality deals with the reality of any user & customer experience: there is a need to communicate with the other party, whether it's face to face, on the phone, via web, mobile app or social media tool. The customer & user expects to interact with the organisation on a two way basis. They don't want to be just a receiver of service, functionality & information but also provide input, feedback and maintain an ongoing relationship with your organisation. The success of that conversational quality is a key aspect that impacts customer & user experiences

USABLE

This quality ties the 'useful' and 'emotional' qualities together. If a customer or user experience is usable, it gives that person an effortless (both in time and mental effort) and enjoyable experience. Few stumbling blocks, errors and a user experience that keeps them in control over the technology and their surroundings. The user understands what's happening, why this is happening and what the next step is. The negative impact of this quality on the overall customer & user experience can be dramatic and is often discovered after product launch.

EMOTIONAL

This quality is about connecting to the customer & user experience at a visceral level. The result of the experience can be one of real joy, pride and belonging. Strong examples can be found when a user becomes a passionate advocate of a product or service that goes beyond just listing the functionality. The success of this quality lies in connecting at an emotional level with a customer or user through product, brand and service experiences.

 

USEFUL

The third quality is where usually most product design time is spent: creating functionality and content that is useful for the customer & user.The better the fit with (perceived) customer expectations, the higher likelihood of returning customers or users, adapting to needs on the one hand and delivered functionality on the other. Feedback from users is often brutally honest and a trigger for the next generation product with a better ratio of meeting real needs vs. provided experience (=value). The 'useful' experience quality is a foundational aspect of the overall experience.

 

EXPERIENCE QUALITIES™: Together, the four qualities provide an excellent instrument to assess, research and plan for next generation product design projects. They form the basis to create intentional and remarkable user experiences.

Leo Poll
Director

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Leo Poll
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