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We often think of metrics as analytical things, devoid of any emotion. After all, an 11.5% conversion rate is just a number. It’s possible we consider it a good number (it’s better than an 8.5% conversion rate) or a poor number (we really wanted a 17.5% conversion rate), but that’s as much emotion as we’ll allow it.

User experience, on the other hand, is a very emotional thing. When we deliver a crappy design, our users become frustrated. When we push out a delightful design, we see our users showing joy.

We don’t want our users to become frustrated. Delivering non-frustrating designs takes hard work. …


Jared M. Spool

Maker of Awesomeness at @CenterCentre/@UIE. Helping designers everywhere help their organizations deliver well-designed products and services.

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