Jared Spool: Delightful Content Means Business
On Thursday I attended a talk by Jared Spool, who is a leader in the study of usability. Below are a few notes from his talk that I thought might be good to share. Since I've paraphrased and condensed what he mentioned I've possibly misrepresented some nuance but hope I captured the essence.
Content is what users want right now. A key example was a commerce site where searching for "return policy" returned no results. The owners didn't think of the return policy as content but from a user's perspective that was what they wanted and it led to a lost sale.