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Creating Positive Surprises: The Wow Factor

In: User Experience Innovation

Author

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  • Christian Kraft

Abstract

Many productsproducts in this world are boring. They do what you expect them to do, but they never bring a smile to your face or make you laugh. As stated earlier, I compare product user experiences with the experience you get when you meet a person. If you go to a new dentist, you may be satisfied if he does the job of checking and fixing your teeth, but that won’t necessarily make you want to come back to him again. Wouldn’t it be great if he also tried to make you calm down by telling a joke, or by putting a nice painting in the waiting area? Wouldn’t it be great if you actually liked the person behind the drill?

Suggested Citation

  • Christian Kraft, 2012. "Creating Positive Surprises: The Wow Factor," Springer Books, in: User Experience Innovation, chapter 0, pages 109-121, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4302-4150-8_11
    DOI: 10.1007/978-1-4302-4150-8_11
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