ooooh! that’s clever!

Sharing secrets: hiding things in plain sight generates a special connection between the site and its audience generates delight and generates a desire to share the secret.

Paul Annett, clearleft
Friday, March 13

kano model: customers have three needs: basic, performance, and excitement. technology and functionality fulfills basic needs, user analysis helps meet performance needs via ease-of-use, but unexpected delights and secrets meet the excitement needs.

These are notes from a session at sxsw interactive. My own take on topics are mixed in with what the presenters were actually saying, so do not assume all of this content is my own.

One reply on “ooooh! that’s clever!”

  1. dan slaughter took much better notes on this session, specifically the Kano model:

    X-axis: quality of execution: Poor execution to Very good execution
    Y-axis: delighted customers to unhappy customers

    Types of Needs:

    • Performance Needs
    • Basic Needs: if you don’t have toiletpaper in your hotel restroom you’ll be upset. But if you have lots of rolls of toiletpaper you won’t be delighted
    • Excitement Needs: Free Wifi, discovering an easter egg on a website…. what is required for creative designers to implement.
    • Time: Things that were exciting yesterday will not be today. We need to continue to strive, to intervate, and to make websites easy and delightful to use.

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