At the IA Summit this year, I dove into one approach to design we cover in Subject to Change called The Long Wow. It’s a simple idea: If you want to have loyal customers, you can’t just assign them customer ID cards and hope they behave as you’d like. Instead, you need to thoughtfully design experiences to impress them repeatedly over the long haul.
Here’s the slidecast including audio, covering what the long wow is all about and how you can achieve it.
Special thanks to Jeff Parks and the folks at Boxes & Arrows for sharing the audio!