2010/9/17 designing for "delight"

Robert Hoekman Jr @rhjr

Is there any evidence (data) at all that designing for "delight" is a valuable and worthwhile goal? I haven't seen any. Anyone?

Jared Spool @jmspool

@rhjr Is there any evidence (data) that the enjoyment humans get from sex is valuable or worthwhile?

Robert Hoekman Jr @rhjr

@jmspool There is loads of evidence of that, in fact. It's irrelevant.

Jared Spool @jmspool

@rhjr Ok, if you want a serious answer, I think you'll need to clarify what you think is evidence & where you're going with this.

Robert Hoekman Jr @rhjr

Human sex drive is not evidence that there is ROI in designing for delight in the context of productivity or business apps.

Robert Hoekman Jr @rhjr

@jmspool There is a cost to designing to go "above & beyond." Is there a return on it? Prove it.

Robert Hoekman Jr @rhjr

I don't think we should encourage designing for delight unless there's an ROI for doing so. First problem: define "delight."

Robert Hoekman Jr @rhjr

Giles Colborne says "delight" is the resolving of anxiety through surprise, cleverness, etc (http://is.gd/ffgec). Your definition?

Robert Hoekman Jr @rhjr

@mercilessflirt There's a case for that, but that's not what the advocates for this idea focus on. They talk about surprise and cleverness.

Robert Hoekman Jr @rhjr

@wendywoowho This is the problem with semantics. Defining "delight" is key. What you said is the goal, but it's not what gets talked about.

Robert Hoekman Jr @rhjr

Evidence, in the context of customer service, that designing for delight has little ROI: http://is.gd/ffgyp

Robert Hoekman Jr @rhjr

@ben_eb Of course it should. I just want proof that "delight" is part of that great experience, and that it's in fact designable.

Robert Hoekman Jr @rhjr

We do not pursue user experiences like we pursue sex. We have no UX addictions. We have no industry for improving our UX lives.

Robert Hoekman Jr @rhjr

For all the defense of "designing for delight," no one has yet pointed to a study. Without evidence of ROI, it's a whim.

Robert Hoekman Jr @rhjr

@petterihiisila That's done by way of feature wars every day. It's a never-ending war, and it frequently lowers the quality of the UX.

Robert Hoekman Jr @rhjr

@followsprocess How did this idea become such a huge trend without evidence driving it?

Jared Spool @jmspool

@rhjr Not quite sure about the "no UX addictions". Have you seen my kids use Facebook? :)

Robert Hoekman Jr @rhjr

@jmspool Ha! Nice. But obviously, that's an addition to the activities FB facilitates. FB itself is not the goal.

Jared Spool @jmspool

@rhjr I think there is plenty of anecdotal evidence, the same kind that leads us to think religion provides benefits or democracy.

Jared Spool @jmspool

@rhjr Ok, but in UX the use of the design is almost never the goal. It's the underlying life-objectives the design facilitates or affords.

Jared Spool @jmspool

@rhjr There's actual data that shows delight metrics correlate with engagement metrics. Gallup has done studies. http://bit.ly/bSt6Wk

Jared Spool @jmspool

@rhjr I'd also look at work done by Joseph Pine on The Experience Economy. And some of the new "positive happiness" research coming out.

Jared Spool @jmspool

@rhjr I think that's what you're looking for, if I understand your line of questions.

Robert Hoekman Jr @rhjr

@jmspool I will check those out. Thank you for providing an actual source.

Robert Hoekman Jr @rhjr

RT @jmspool: There's actual data that shows delight metrics correlate with engagement metrics. Gallup has done studies. http://bit.ly/bSt6Wk