In all, each member of the board had a slightly different definition but it was evident that each description was cut from a similar cloth. Surprised? Not really. Comforted? Yes.

Toby Bottorf, Director of Design, WGBH Interactive, had an interesting observation. He stated that we don’t design a user experience; we design for a user experience. I couldn’t agree with him more. In reality, we are just setting the stage. What happens in the hearts and minds of the audience is relative to their own past experiences, knowledge, environment and, of course, expectations. Since we are trying to mimic physical interactions within a virtual environment, defining expectations is paramount to creating a positive user experience. Much discussion was centered on the ability to enhance the experience by aligning expectations. Chauncey Wilson, Senior Manager, AEC User Research, Autodesk, Inc., discussed user experience in a similar manner to Maslow’s Hierarchy of Needs. Using a three-tiered pyramid, he defined the base as “relative and expected” functions that one would expect for choosing the experience. The second layer represents comfort. I equated this to factors like ease-of-use and thoughtful design. Third, at the top of the pyramid, is delight. Here, expectations are exceeded and the experience becomes an pleasurable one. But, the top tier is a moving target. Technology, design, and culture can easily push what was once a delight to a comfort. (see diagram)

So, what did I gather from all of this? For starters, we all are bombarded with choices and everyone is vying for your audience’s attention. So, when possible, reduce the “noise” level and minimize the need for your audience to make unnecessary choices. This not only reduces the need for complicated information structures but it relieves the stress of making the wrong decision. Second, define your intentions. Set the stage for a pleasurable experience early on. Frustration increases when your message is unclear which then encourages trial and error. And finally, stay current with both your audience and the environment in which the experience is delivered. If technology is the conduit, use good judgment and always precede with proper usability and interaction models. Push the boundaries to drive innovation (think the pyramid’s top layer) but expect to refine them. Some trends are harder for your audience to accept than others.

In closing, I must admit, it was a refreshing to hear others speak about user experience in a way that is subjective and open for interpretation. It’s evident that it means something slightly different to everyone, but with insight, knowledge, and a creative spirit, setting the stage for a captivating experience is well within grasp.

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