One of my own favourite “User Experiences”.. a pint of Guinness. Ideally enjoyed in the company of good friends.
The challenge for Guinness though is two fold. Firstly they want to ensure that my user experience, (Ux), is a good one, otherwise, I am unlikely to repeat my purchase.
Secondly, they need to ensure that my Ux with their product is consistently good. Believe me, there is nothing like a bad pint of Guinness to turn you off a product for life!
So while enormous investment is made in developing and producing a product that will provide the user with a memorable experience, and therefore more likely to repeat their purchase, even more effort may be required to maintain the consistency and quality of the product on an on-going basis, to ensure the longevity of the product’s sales.
In the past, it was not unusual for the quality of a ‘pint’ to vary from one establishment to another. The true Guinness aficionado knew which pubs served the best pints and which pubs to avoid. Today, however, it is more likely that a pint in one pub will be exactly the same as a pint in the pub around the corner. It is a testament to Guinness that through their investment in cold rooms, efficient coolers, delivery, glasses and other technology, (and their merchandising teams), that they manage to deliver a consistent quality of product almost every time.
As part of my commitment to the field of academic research into User Experience, I am willing to continue my research into the quality of the product delivered as far and wide as I possibly can. It’s a tough job, but somebody has to do it.