The Social Media MBA Blog by Karl Long

I don’t believe that Experience Design or competing in the experience economy is necessarily about providing the best experience. I find that in the Experience Economy (Pine and Gilmore) they focus too much on the theater and glamour of an experience and not so much on the satisfaction of a need or, the delivery of a promise. I don’t think you can talk about a satisfying experience unless you talk about expectation, a yugo might provide a vary satisfying experience if it manages to deliver beyond the level of expectation that has been built through communication, pricing, information, Word of Mouth etc.

Don Norman did a poll of some people on a user centered design list about products people “loved”, under web sites many people professed there love for google. It exceeds peoples expectations with little fuss or muss.

I quote:

obsession with Google. Ö it is quite user friendly. for example if I
made a mistake in spelling what I am searching for. It makes
suggestions. 99 % of the time I have been able to get to the right
search based on the suggestions made. Ö something that puts a smile on
my face every time I visit the site is that the logo on the site
“Google” is like a little cartoon changes with relevance to something
current. They will have a little devil peeking through the O for
Halloween, or some snow caps on it during winter. I just love that.

two that i’d really miss if they disappeared: Google and Amazon

Google: i love its simplicity. it’s like a breath of fresh air to hit
the clean white screen with its simple search box. most of the web is so
frenetic, so cluttered, it’s like a room full of kindergartners trying
to get your attention.

Google just sits there waiting for your question. plus it’s a darn good
search engine. I also like the improvements that are added without a big
self-promotional extravaganza, like news, and the feature i haven’t yet
tried, the ability to search print catalogs online.

Google: is there any other search engine? It’s so simple, uncluttered,
and smart. I mean why can’t the other search engines know what I “meant”
to search on.