UX Lisbon

Three day conference happening in the lovely Lisbon Portugal. The 2012 event will take place from 16 to 18 May.

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No, this isn’t another reference to the TV series LOST. This is the online world of Club Penguin, where millions of young children waddle around as cartoon penguin-avatars in a winter-set virtual world. You can play games, earn points and decorate your igloo. And the imminent arrival of pirate penguin Rockhopper is all my boys can talk about. Apparently with each arrival he brings rare new gifts (once he introduced a new breed of red Puffles, the fluffy little creatures you take care of). He’s a seafaring Santa Clause to the world of Club Penguin.

Disney's Club Penguin

Plenty could be said here about self-expression, scarcity, achievements or other psychological principles which–trust me–work just as well on adults as they do on penguin playing kids. Instead, let’s focus on one idea I’ve never seen discussed: periodic events. Why is the Rockhopper narrative, and dozens of similar storylines, so enthralling? And what does this kind of a recurring event do for a community?

The significance of rituals

Think of the shared, recurring events you celebrate. Perhaps Christmas with family? A Tuesday afternoon happy hour with friends from work? Maybe there’s a birthday next month or a monthly book club discussion. Our lives are filled with these recurring beats. There is a rhythm to our lives. From the natural (breathing, seasons, menstrual cycles) to the invented (Summer break, national holidays, new movie releases), we are entertained by these periodic events. Rituals and tradition give our lives momentum. Why is this important, psychologically? These events unite people. They are a shared experience through which people can gather together. They are a chance for similar people to congregate. And even if we have very little in common with the other people, the rituals offer something to do together. Through shared, recurring events, we feel a sense of belonging. And there’s more, these rituals give us something to look forward to. There is variety in an otherwise repetitive routine. From week to week, or year after year, there is continuity, comfort, and heightened anticipation.

Business Rituals

Businesses are no exception. You have quarterly earnings reports. There’s also an annual review. Blood drives come around from time to time. There’s the annual holiday party in December. Budgets are set on a yearly basis. Even the work day is punctuated by regular breaks. Maybe there’s a team lunch on Fridays. Periodic events are present in just about every area of our lives. And all these things work in a subtle way to unite us. The events I share at one company may not translate to another office, but within that one company, they are something we can share. These recurring events create sustained interest, anticipation and a sense of belonging.

MIA Online?

So now, let me ask this question: What do people have to look forward to on your site? Or in the software we use? Or in the community you’ve built? For most of us, launching and maintaining a Web site is enough of a chore. But what change is there to look forward to? Once a year, a number of sites participate in a CSS reboot, where all the styles are dropped. Some sites even commit to refresh their look on this day. This gives casual visitors– especially those who rarely visit a site, reason to come back– to see what’s new. Department stores regularly have sales, seasonal offerings and other events, yet the only online equivalent seems to be cyber Monday. Excluding scheduled maintenance outings, what do your users have to look forward to or reminisce about? Are there regular, recurring events enjoyed by all? Like Rockhopper in Club Penguin, many kids games, use a narrative structure to create events, why aren’t we doing the same in our business applications and public websites?

Some (perhaps crazy) ideas

Consider some ways that all users or groups within a system could enjoy shared recurring experiences.

Quora

  • One company I worked for had a monthly speaker series that brought in such luminaries as Brian Eno, Scott McCloud and John Maeda. What if a Q&A site like Quora.com made an event out of regularly hosting recognized expert, available for an afternoon to answer any questions within their area of expertise?;
  • eCommerce sites routinely offer sales, but the only shared community event is cyber Monday. What about hiding surprises at Easter? Or setting up a themed specials every few weeks? Instead of a time-based event, maybe every ‘x’ sale resulted in a discount for everyone online at the same time;
  • What if my time tracking app rewarded everyone on my team with a fun, bi-weekly report on how we’re doing? Instead of a chore, time tracking could become more like the Wii Fit with regular check ins, goals and feedback;
  • In ancient Israel, debts were dropped during the Jubilee year. Maybe internal organizations could declare one day of the year a “reset your inbox to zero” day. All employees email inboxes would automatically empty and you’d have a clean start (don’t freak out– this could be limited to internal emails only). Much of the group pressure that results from mounting email could be removed, as this would be a shared experience for everyone;
  • Imagine a hot new startup that only allowed new members to sign up at a designated time, in pairs! If you’re friend didn’t also sign up within an hour window, both of you would have to wait until the next opportunity.

Perhaps some of these ideas sound a bit far fetched? The point of all of this isn’t utility, but engagement–with each other and with a service. We’re talking about creating delightful experiences through shared events. Consider some services that have made periodic events core to their experience:

Daily Deals

Woot.com

What would you think of an eCommerce site that only sells one item at a time? No inventory. No catalog to browse. Sound silly? Services such as Groupon and Woot have made the daily event a core part of their business. One deal. One day only. That’s it. We may rarely make a purchase from these sites, but we can’t stop coming back, you know, just in case. We’re curious– what will tomorrow’s deal be? And this approach to business leverages variable rewards; just as with slot machines, all it takes is a great deal every now and then keep us coming back to these sites (or subscribing to their daily emails).

Monthly Challenges

 

750words.com

750words.com is founded on one simple idea: Write at least 750 words every day for one month. The site tracks your progress with simple row of boxes, one for each day of the month. Writing at least 750 words earns you an “X” for that day. In doing so, you compete against your own best streak. How many consecutive days can you write 750 words? So where’s the periodic event? It’s the monthly reset. If you fail to write for 30 consecutive days, you can alwasy look forward to “a clean bowling-esque score card” next month. We nearing the end of January, when most of our New Year’s resolutions start to fall to the wayside. But why wait until next year to take up running or jogging again? HealthMonth(also from the same brilliant mind behind 750words.com) encourages you to make personal health goals (in the form of “do more of…” or “do less of….”) for a period of one month. You’re allowed a bit of grace and backsliding before you are out of “the game” for that month. And if you don’t succeed, don’t worry. Everyone starts over again at the 1st of the month. Why wait until next year give losing weight another shot?

Community Events

We’ve also seen periodic events emerge from community groups. Think of the #followfriday hashtag on Twitter. Or the CSS resets I mentioned earlier.

Shared TV Programming

In the era of Tivo and on-demand programming, the communal bonding around “last nights episode” seems to be waning. Time shifting TV has fragmented our conversations. But perhaps this communal relic can be brought into 21st century. I recently read about a startup that wants to “connect friends in real time while watching their favorite TV shows.” A periodic event once set at a national level by broadcasters may now be agreed upon by friends.

A (real-time) challenge:

The sites that have introduced periodic events are few and far between. Here’s my challenge: Are you giving your users a reason to come back? If not, how might you build periodic events into the systems you design or use? We’d love to hear your ideas on this concept could be applied to online interactions. Here’s what we’re going to do: All your comments and ideas will be held in a queue. One week from today, we’ll publish all your suggestions. See you in a week?

UX Lisbon 2011

Stephen Anderson will be a keynote speaker at UX Lx: User Experience Lisbon, one of Europe’s premier user experience events. The second annual UX Lx conference takes place May 11-13, 2011 in Lisbon, Portugal.

Stephen Anderson

Stephen recently published the Mental Notes card deck to help product teams apply psychology to interaction design. Between public speaking and consulting, he offers workshops to help businesses design fun, playful and effective online experiences. He’s currently writing a book about “seductive interaction design” that will be published in 2011.

7 comments on this article

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  2. @silverfoxyboy on

    Nice article, like the ideas of periodicity and ritual. But surely the power of Rockhopper is firmly based in intermittent reward strategy.

    Sure you can tell when Rockhoppers coming to the island and it’s reasonably regular. But to get the rewards you have to keep coming back and trying to find him. There’s no way of knowing if you’ll pick the right server, the right room, if you’ll meet him.

    Hence the talk (hesitate to say development) of Rockhopper trackers which purport to tell you where he is. And the oodles of tips and advice about where, when and how to look for him.

    That isn’t Christmas or a quarterly earning report. What do you think?

  3. Vicky on

    I’m a passionate 750words evangelist (right now on a 36 day streak and still going!). There are a number of reasons I keep going back to it:

    1. It’s a joy to use. Nice typeface, lots of whitespace, auto (or keyboard-shortcut) saving: there’s nothing there that stops you from writing.
    2. The badges. Ok, this is nothing new (hello Foursquare), but the fact you’re rewarded for streaks, writing without getting distracted, writing in the morning or late at night — I wrote after 11pm for 10 days straight to get the night bat badge!
    3. The stats: data is fun, especially how the site makes it. I find it interesting to see how fast I type (try to finish faster), the words I use, and the suggested moods I’m in (that’s great fun).
    The email reminders: this pulls you into the site — I only delete mine from my inbox when you’re done.

    The one month challenge has a few more parts to it as well:
    1. Your pledge is public! Once it’s up there, you can’t back down.
    2. If you fail, your name goes up on the Wall of Shame (not fun).
    3. If you succeed, your name goes up on the Wall of Awesomeness (yay!) and you get a badge to remember it by. (I did the January challenge and so am awesome :) )

  4. João Fernandes on

    “There is variety in an otherwise repetitive routine”… I don’t agree with this phrase, because if you think about it Christmas is almost the same every year. In my opinion is the good memories that persist and bad memories that we forget (rosy remembrance).

    So Christmas is another routine that just happens once a year, which makes it no look like no routine at all.
    We thrive on getting away from routine, but the fact is that humans are devised to work better within routines and from time to time escape it a little. (I think this is some kind of platonic love).

    Just imagine if you didn’t have a routine at all? Sounds fun right? What about going to sleep each day in a different hour, and have an always different sleep duration?

  5. Jon Strande on

    When we launched our new Intranet, we planned a weekly scavenger hunt. The hunt would feature clues that led to exploration of the new site.

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  7. @silverfoxyboy – Hmm. Definitely, there’s an intermittent reward strategy at play (free gifts!). Though, I wasn’t aware that Rockhopper was difficult to track down, once he arrives. If it’s easy to find him, does that change the mechanic being used? I’ve also seen periodic events in the form of parties and such. But, curiosity and rewards do play a role in the attraction. CP example aside, do you agree with my larger point about rituals?

    @Vicky – Yep. Thank you for highlighting all the other wonderful things that also make these services work!

    @João – Yes, Christmas itself may be routine. But, relative to the other 360+ days, it does offer variety. I should do a follow up post on the idea of “rhythm.” You only notice variations in contrast to an established beat.

    @jon – have you read this article? http://www.uie.com/articles/designing_element_play/