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Let’s talk about delighting users for a minute (while I avoid my regular work).
You know what is delightful, in real life? Someone who is in need of Medicare signing up through a website that is easy to use, getting their questions answered on the phone by a pleasant, knowledgable person, getting notices in the mail that are clear and easy to follow.
What does delight look like in real life? Families making decisions abt where their kid shd go to school based on real data abt outcomes for students who get federal aid (also good!) from an app that is simple & answers their questions, including, how much debt will we be in.
Delight in real life is renewing your green card in 41 minutes rather than 4 months through a fully digital process that knows you rather than meeting you for the first time.
Delight in real life looks like eligible people being automatically registered & voters getting their ballot in the mail along w a clear, plain language voter guide, with options to drop their secret, marked ballot in a dropbox or vote it at a vote center.
All of these example are about exceeding expectations (pleasure), removing friction (flow), and delivering a service to the user where they are (meaning).
And, by the way, all of those examples are in GOVERNMENT, and they are real and happening now. If it can be done in government, you can do it, too
I recently discovered @govplainlang and I'm so happy to know it exists.
So you’re saying delight is not about the bells and whistles but about the experience? Who would have thought?!
Right?!
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