This was a workshop given to attendees of Real Estate Connect, a conference for realtors to learn about better ways they can use technology to support their business goals. It is an exploration of conversation as a metaphor for great experiences, and it covers the types of questions we ask and answer in conversation that must be apparent in any good web experience.

1. Good morning. photo: Franco Folini
Kevin M. Hoffman

3. In 1995...
70.5%
U.S. households without computers

4. In 1995...
70.5%
U.S. households without computers
more than
82%
U.S. households without Internet access

6. photo: Robert Isenberg

7. Kevin M. Hoffman

8. Great user experiences are
if you ask the right questions.
Kevin M. Hoffman

11. What is
USER EXPERIENCE?
Kevin M. Hoffman

12. What is
USER EXPERIENCE?
Kevin M. Hoffman

14. YOU
NEED
APPLES

15. LOCATION

16. LOCATION
CONTEXT

17. LOCATION
CONTEXT
FLOW

18. CONVERSATION.

19. Great user experience is
defining the
CONVERSATION.
Kevin M. Hoffman

20. Great conversation is
asking the
RIGHT QUESTIONS.
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21. 5
Kevin M. Hoffman
QUESTIONS

22. 1.
Who are you?
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36. 2.
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37. 2.
What can I do for you?
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55. 3.
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56. 3.
How do I do that?
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64. 10.0

65. 10.0

71. 4.
Can I trust you?
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72. Kevin M. Hoffman

73. Kevin M. Hoffman

74. useful number
basecamp
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75. Kevin M. Hoffman

82. 5.
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83. 5.
Will we continue this
relationship?
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85. Every year...

86. Every year...
2 million
visitors to the museum.

87. Every year...
2 million
visitors to the museum.
25 million
visitors to the website.

88. Kevin M. Hoffman

89. Does it clearly explain
who we are?
Kevin M. Hoffman

90. Does it clearly explain
who we are?
Do we provide the ability to do
what the audience wants to do?
Kevin M. Hoffman

91. Does it clearly explain
who we are?
Do we provide the ability to do
what the audience wants to do?
Is it as easy as it could be?
Kevin M. Hoffman

92. Does it clearly explain
who we are?
Do we provide the ability to do
what the audience wants to do?
Is it as easy as it could be?
Is it convincing,
and/or compelling?
Kevin M. Hoffman

93. Does it clearly explain
who we are?
Do we provide the ability to do
what the audience wants to do?
Is it as easy as it could be?
Is it convincing,
and/or compelling?
Does it matter to them?
Kevin M. Hoffman

94. Thank You!
..and have great conversations.
Twitter: @kevinmhoffman
Website: http://www.happycog.com
Slides: http://www.slideshare.net/kevinmhoffman
Kevin M. Hoffman

96. Great
Who are
Letting Go of The Words we?

97. Great
Who are
we?
http://www.contentstrategy.com

98. Great
What ca
Mental Models n I do?

99. Great
Usabilit
http://www.sensible.com y

100. Great
Buildin
g trust.
http://www.getmentalnotes.com

101. Great
Why do
es it ma
Conscious Business tter?

102. Great
Why do
es it ma
http://www.37signals.com/rework tter?