Topic: 2.1 Setting Expectations

SETTING EXPECTATIONS Topic 1 Creating User Expectations A Starbucks Experience  While sitting in a Starbucks with a colleague, grasping for an analogy to explain satisfactory experiences, it dawned on me that the upscale coffee shop could provide an example. Most...

Topic: 2.2 Getting to Satisfaction

Getting To Satisfaction Topic 2 Delighting Users As we have described in some detail, users judge an experience by two measures, but there could be three, adding ‘delighted’ to ‘satisfied’ and ‘dissatisfied.’ Delighted is typically...