Topic: 1.2.1 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 is a perfect example. Most everyone...

Topic: 1.2.2 Getting to Satisfaction

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