The famous quality pioneer Edwards Deming said that it will not suffice to have customers who are merely satisfied. And loyalty consultant Fred Reichheld says merely satisfying customers doesn’t lead to loyal customers. Delight goes beyond the hospitality industry. There’s a push to add delight to the user experience of interfaces too. But what exactly is delight? Is delight just the latest buzzword for what people are already doing? Can we think of delight as being on the same continuum as satisfaction, or is it something different? Is delight just exceeding expectations, or is it something more? #ux #userexperience #uxresearch #uxr #usertesting #MeasuringU #MUiQ
Defining Delight in User Experience
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