What Makes Up a Good User Experience?
More and more companies are learning that to stay competitive, they need to invest in user experience, but they don’t necessarily know what it means to create a good user experience. I will share my thoughts on the conditions a good user experience needs to be met.
First, it must exceed users’ expectations and be able to surprise users.
The book Business Show has a story about a hotel in Las Vegas where guests are given two bottles of water when they check out. When check-out guests drive to the airport, they are usually thirsty due to the really hot weather. The two bottles of water were not expensive, but exceeded the customer’s expectations and moved the customer. The hotel has a particularly high head-turning rate.
Another case that comes to my mind is about Hanting Hotel. Hanting was the first budget hotel in China to equip each room with five different kinds of pillows to fit different people’s needs. It is not an innovative offer, but it certainly surprised and satisfied customers.
Secondly, a good user experience should be perceptive to the user.
The product experience was formerly understood as the appearance and packaging of a product, which is not accurate. The product experience runs through every detail of the use of the product. A successful product experience is key to the success of the product. And such experience must be perceived by the user.
For example, there was a famous phone manufacturer with the advertising point that their mobile phones are radiation-free. The company failed, and one of the reasons is that the selling point “radiation-free” can not be experienced by users. I do not mean that “radiation-free” is not important, what I want to emphasize is that it is necessary to let your users feel the good experience you created for them.
Third, a good user experience starts with the details and runs through every detail.
There is an old saying in China that : “a small ant hole can destroy thousands of miles of causeway.”
A product’s success is based on a combination of factors, but the overall user experience tops them all. When it comes down to designing a new app or a site, sticking to best practices is a solid way to go, but during the creation of the big picture, it’s fairly easy to skimp over design elements that feel nice to have but not necessary. However, the difference between good and bad experiences often comes down to how thoughtful we can design these small details.