Delight by Functionality — An excerpt from UI12

Unbeknown to me, David Armano recorded and posted a small portion of my UI12 Keynote: Magic and Mental Models.

In this segment, I’m talking about how functionality of a customer experience creates delight, sharing examples from Proflowers, Orbitz, and Farecast.

It was a fun presentation and the audience was very responsive. I’ll be giving this presentation again, for sure. (Maybe at a keynote near you?)