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Tuesday, 28 April 2009

3 out of 5 doesn't really do it in web 2.0

If you're in the business of experience how do you deliver? What are you measuring? Ratings out of 5 or 10 don't exactly capture the spirit or the essence of the real life experience. Yet you still need the feedback so what do you do? We think different metrics work best, ones that value the experience in a creative way rather than a mechanical way.

Focus your evaluations on 'meaning', 'relevance', 'memories'. If most of your customers have memories about the queues and the catering or the journeytime you've failed, if they have them around their own activity, what they learnt, what they saw, who they met, how they've been excited then you are on the way. Just like Ikea used to ask us to throw out the chintz we're asking you to throw out the same old surveys and ratings that don't really tell you much.

Posted at 01:23 PM in Thinking Stuff |

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