Here are three really exceptional questions that came in during the rebroadcast of the ‘Usability is no Longer Enough’ Webcast. Let’s give them a whirl:
Question: If usability alone is not enough, does it means PET design is needed AFTER the usability is done?
You need BOTH classic usability and PET design. So that way users CAN DO the tasks and will also be persuaded so they WILL do them as well. Now HFI offers SEPARATE processes for Classic UCD and ‘PET design™’. WHY?
There ARE cases where you are not really trying to persuade much. And then you just need to optimize performance. Business tools can be like that. Although I think increasingly people are moving toward business tools that are fun. After all why should games be the only application of funology work? But in any case sometimes your main focus is on the CAN DO aspect.
There are also cases where the classic usability is excellent already and you need to assess or design persuasion only. Many financial institutions have very good interfaces to allow transactions, but are almost devoid of persuasion methods. In this case we would just apply PET design alone.
But, in most cases we would do both classic UCD and PET design concurrently. This will give an interface that is both usable and persuasive; which is where I think the bar is right now for competitive applications and sites.
Question: What is "emotional" to some users may not be emotional to other users. How can we satisfy both types?
We have a wide range of decision making styles, just as we have a wide range of learning styles. But generally usability people underestimate how much of the decision making process is a function of emotion. We THINK that we are making logical decisions. But it is surprising how often those decisions are artful rationalizations of decisions we made based on emotion, or triggers, or habits.
If we want our users to buy, vote, share, ask their doctor, or just return often, then we must be able to engineer the emotions, triggers, and habits. This is great news, because it vastly increases the value of what customer-centric experts can offer.
Question: How do you structure your interview questions to get at the cognitive factors underlying the participant's motivations?
The PET Interview methodology is perhaps the most crucial capability is doing serious PET design work. It is useful to be able to apply persuasion tools (e.g., law of reciprocation, contrast principle, etc). But to really be powerful we have to understand the user’s drives, blocks, deep beliefs, and feelings. This means the right set and setting. It means the right participants and stimulus for the interview. But most critically it means having a facilitator who is capable of listening, directing, probing, laddering, and exploring the participant’s private insights. Then we have to evaluate this carefully, knowing the limitations of introspection. The result is a PET Analysis that is amazingly effective at driving development of a PET Strategy.