Show Me the Money… uh Value

We’ve heard many clients feel understandably frustrated that if the users could simply WAIT (often after entering a lot of data), they’d see the value of a product or service. The reality is people are generally just not that patient. They want something of value early; design this part of the experience.

Other key things to keep in mind:

If the value is at the end of a user’s journey, you can often bring some aspects of value forward.
Don’t assume you know what that value might be. That is what customer and user research is for.
People are willing to input more once they’ve received something in return (reciprocity principle).
Don’t assume users or customers will trust you, especially on something new or unfamiliar. Design for an initial level of trust right away.
And be extremely clear on things like privacy when you ask for data input.
If providing a form of value must take time, visualize and communicate the progress towards getting the value so the user stays motivated to keep going (and stays in control).

Innovation

Research

Scott Plewes

Chief Strategy Officer

Over the past twenty-five years, Scott has worked in the areas of business strategy, product design and development in the high tech sector with a specialization in experience design. He has extensive cross-sector expertise and experience working with clients in complex regulated industries such as aviation, telecom, health, and finance. His primary area of focus over the last several years has been in product and service strategy and the integration of multi-disciplinary teams and methods. Scott has a master's degree in Theoretical Physics from Queen's University.