Chris Heathcote has some strong words about designing for the user experience. Or, rather, how user experience is a strategy, not a specific deliverable: it’s a constantly evolving process (a dance, if you will) between company and customer, involving all parts of a business.
User experience is a personnel problem. Or HR, if you work in a company the size of a small country. Everyone in the company has to care about what they do. Everyone has to be paid and judged on how they improve the user experience. Furthermore, this has to be communicated to the investors and shareholders, and they have to believe that the company can pull it off. It’s a differentiator that’s hard to compete with, precisely because it’s so hard to do. So, there’s only one or two people in a company that can be a user experience manager. Normally it’s the CEO – they have to believe in the singular goal of an awesome experience at all costs.
This dovetails nicely with what Mark Hurst recently wrote about JetBlue (a low-cost airline in the US) in his Good Experience blog post Underestimating the Brand. JetBlue recently launched a new advertising campaign that focuses on distinguishing Jetting from Flying. However, as anyone who has been a long-time customer can tell you, service has been slipping and that certain attitude and quality which made JetBlue stand out in the beginning has been lost:
If one is to measure the brand by the traditional approach (”let’s spend thirty million dollars shoving a logo and a tag line down their throats”), then the new JetBlue is, I suppose, consistent and well-known. Lots of money buys lots of ad impressions. Congratulations.
However, if one is to measure the brand through the lens of “good experience,” which I believe is the most accurate way of evaluating companies today, then JetBlue is doing poorly.
If your JetBlue flight leaves you feeling annoyed enough to tell your friends about the experience, no amount of “Happy Jetting” happytalk is going to convince your friends otherwise.
One particular aspect which I feel made JetBlue unique was the sense that it was a secret. That is, the leather seats, the seatback televisions, and the snacks (among other things) were nice, but it was the lack of overt advertising which made it feel like you as a passenger had somehow outsmarted other people flying with different airlines.
This is the same stage that Virgin America is currently in (no ad campaigns plastering subway car, as far as I can tell) and a distinctly “clubby” feel to the whole experience. I’ll fly with United or some other airline when I have to, but I want to fly with Virgin America.
This may simply be a phase in the life of every airline, or it may be a situation of early adoption (similar to new technology), but how thecompany manages to retain that feeling amongst its customers as it continues to grow is probably its biggest challenge, especially if it wants to distinguish itself with service and not fade into the background noise of splashy ads and cheerful slogans.