Delight Conference

Two talks from the 2013 Delight Conference are recorded here, both concerned with what makes an experience feel good rather than merely work.

Jared Spool’s Using the Kano Model to Build Delightful UX applies the Kano model, a way of classifying product features by how they affect customer satisfaction: basic expectations people only notice when missing, performance features where more is better, and delighters that people don’t expect but value. Aaron Walter’s Designing Emotional Experiences looks at emotional engagement in design.

The talks are filed under delight, customer experience and emotional engagement. The delighters pattern in the UI-Patterns.com library covers the same idea.