web apps: the collision of design and business
TRANSCRIPT
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The Collision of Design and Business
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twitter.com
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twitter.com
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twitter.com
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blog.wired.com
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twitter.com
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twitter.com
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twitter.com
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twitter.com
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twitter.com
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netflix.com
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It’s not about the application
It’s about the experience
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netflix.com
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The Netflix ExperienceIt’s about the movies
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The Twitter ExperienceIt’s about Ambient Intimacy
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Rules
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tsa.gov
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redmaryland.blogspot.com
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Instrument of Terrorism?
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The Influence of Business Rules on Design
Web apps are where business rules meet user experience
All apps have business rules
Even Twitter
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ticketmaster.com
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bostoncoach.com
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Basic Checkout Process
Review Shopping Cart
Collect Shipping Information
Collect Billing Information
Collect Payment Information
Process Order
Show Confirmation
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Why the Basic Process Can’t Be Implemented
Marketing & Promotion Management
Customer Loyalty Management
Manufacturing and Fulfillment
Inventory & Supply Chain Management
Financial Management
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gap.com
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MAP Pricing
bestbuy.com
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hertz.com
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amazon.com
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amazon.com
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hertz.com, amazon.com
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Fonts.com Data Entry
fonts.com
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blinksale.com
Blinksale.com Data Entry
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fonts.com, blinksale.com
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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Basic Expectations for Web-Based Applications
Has to work properly
Need to smooth out any “rough edges”
Orders are processed and sent when ordered
Business rules shouldn’t deteriorate the process
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UPS Remove Saved Item
ups.com
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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Performance Payoff for Web-Based Applications
Loyalty-card support
In-store pickup
In-store returns
Configuration conflict detection
Real person support
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dell.com
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
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zappos.com
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zappos.com
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netflix.com
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findtape.com
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fireeagle.com.com
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netflix.com
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Quality & Capabilities
Use
r Sa
tisfa
ctio
n
TheKanoModel
TIME
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findtape.com
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Creating DelightfulWeb Applications
Take advantage of client-side intelligence
Avoid the ‘anti-patterns’
Use the data to tell a story
Ensure you’re including all your users
Propagate the vision through the implementation
Measure, then measure again
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The Collision of Business and Design
It’s about the experience, not the application
Don’t let the business rules take away from the experienceInstead, use the experience to help define the rules
Focus on where you can introduce delight
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