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Issue #15: User expectations and avoiding astonishment

Hi Everyone! Sorry for missing last week -- I was enjoying one last week of summer vacation. This wee
Issue #15: User expectations and avoiding astonishment
By Jonathan Kochis • Issue #15 • View online
Hi Everyone! Sorry for missing last week – I was enjoying one last week of summer vacation.
This week I’d like to discuss expectations as they relate to UX. To be clear, I’m talking about user expectations and not the expectations of clients or stakeholders.
At one point or another you’ve likely had to make decisions around how certain features work or look, where interface components are located, or how and what kind of feedback is given. Sometimes there’s a desire to reinvent how stuff like this behaves or to add that ‘wow’ factor. In this issue I’ve assembled content on user expectations and the danger of astonishment.

User Expectations
Understanding user expectations is critical to the research we do. Uncovering what users expect from a given experience and how their expectations have been shaped by similar experiences helps us move forward in design.
Don’t Prioritize Efficiency Over Expectations
Avoiding Astonishment
Astonishment can be an adverse effect of not understanding and meeting expectations. When users are astonished it’s because they’ve encountered something that happened differently from what they expected. Our aim should be to leave users satisfied, maybe even delighted, but not necessarily astonished.
Astonishment, Expectations And Reality In User Experience
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Jonathan Kochis

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