Evaluating delight in the user experience of smartphones: case Nokia

Abstract

This case study describes a method and a practice developed at Nokia where we assessed the degree of delight in the user experience of smartphones, and advocated ways to design for more delightful experiences. The described method combines competitive analysis, qualitative assessment and numeric scoring on design. The purpose of the method was to advocate designs that users would potentially experience as more delightful than competitors. Through examples, we describe how we constructed the heuristic and the measure of delight in UX and discuss the contributions, limitations and evolution of the evaluation practice within the company.