Drawar – Design The Experience: Expectations

Price isn’t always the first impression that one gets from an experience, but it is a key component on how expectations can be set for a person. A couple of weeks ago I flew Midwest Airlines and I didn’t know anything about them. They had the cheapest price flight so I went with them. Upon arriving at the terminal I saw they had different seats than Southwest which was right across the aisle. Their seats sucked and were uncomfortable. I always figured that all airlines had the same seats, but Southwest had lounge chairs that looked like you could sit down in them all day. Midwest had seats built for a three-year old.

via Drawar – Design The Experience: Expectations. If you set up your site for a bad expectation, the customer gets a bad experience.


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