How Google does user experience

Interesting presentation (albeit from 2006) about Google’s user experience by engineering director Jen Fitzpatrick.

Some sample points:

  • In early testing, people didn’t use the ‘I feel lucky button’ – they had no idea what it would do. But they liked it anyway, because it was quirky. It made them feel like there were real humans behind the website.
  • Customers generally won’t write to you when they’re happy.

The somewhat obvious but most important thing about user experience is… to make sure that your product fulfils a genuine user need. Without that, user experience is more or less irrelevant. So obvious, so easy to forget.

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