Have you ever driven down a road that was incredibly uneven or bumpy? Did you ever get frustrated trying to install a piece of software on your computer? Have you ever eaten at a restaurant and had lousy food and even worse service? If you said yes, then you have been a victim of poor user experiences that you haven't forgotten. While UX is a crucial element in both the digital and physical world, it is in digital that we see the value of UX skyrocket, and that is for one reason - choice.
Have you ever had one of those unforgettable travel experiences that you just couldn’t help but talk about upon your return? Glad I’m not the only one; however, today I would like to share a particular experience with you, one that may not be what you’d expect. I say that because my excitement wasn’t caused by the country we travelled to, the city we explored, or the attractions we visited. Rather, it was the hotel my family and I stayed at that left such a lasting impression and quickly became an attraction in and of itself. Perhaps I should explain.
You know it’s vital, I know it’s vital, so let’s move on and dive right into our recipe for success. True quality comes from quality minded people, and as such, we’ve subscribed to a different angle towards QA, one that differs from the traditional practices.
Let’s play a game. How many brands do you think I experience in a typical day? Shall we find out?
It’s 6:55 AM and I’m awoken by the sounds of Lovely Day, by Bill Withers. A smile inevitably crosses my face as the tempo rises, that is, until I hear my girlfriend yell, “OK Google, STOP!” She obviously is not a morning person. Still half asleep, I wander into the kitchen to put on a pot of coffee and pour myself a bowl of cereal. As the aroma of the coffee diffuses throughout the house, it peaks the interest of my other half, who joins me for a cup. She mentions that the hardware store is having a sale on the bathroom tiles we liked and maybe “we” should pick some up after work. I tell her I’d be happy to as long as she promises to be ready by 7 PM for the show tonight. She agrees; I'm skeptical.
Daniel Park is Head of Digital Experience for a large enterprise. Among his many ongoing projects, he has recently been tasked to launch a “mission-critical” venture that has the promise to change the way the organization interacts with their customers. However, before Daniel can begin, he needs to choose which vendor to partner with.
I love technology; so much so, that I have made a career out of it. I see its potential, and I see it as the answer to many questions and problems that we as a society face. Technology is not meant to complicate our life; rather simplify it, streamline it, and enable us to do more. And it is these experiences with technology that are at the forefront of the consumer's mind, not the complicated mechanisms behind it. It was Steve Matyas, CEO, Staples Canada, who once said “the customer doesn’t care what happens in the background,” and he couldn’t have been more right. Experiences define a brand; not products, services, or the technology that powers them.