Managing User Experience Performance

A good first post on a new blog by a strategy director at Frog Design ...

"Part One: Understanding the Experience/Expectation Gap
Why smart near term choices on improving user experience can be liabilities later.

Developing complex products today - cellphones, digital music, cars - is challenging because there are many ingredients that must go into providing a satisfying user experience for customers. Everyone one wants to make a compelling, coherent experience, as customers are becoming more sophisticated about expecting them, but few companies have the resources, expertise, budget or time to develop every element themselves - interfaces, controls, web applications, operating systems, retail integration, etc. So you have to make decisions about what you're going to do custom, and what you're going to get off-the-shelf.

These decisions have major impacts on not just how customers will perceive you, but also your future flexibility and growth path as a company. They also have a dramatic effect on profit margins."   continued ...   (Via Adam Richardson)

Experience-expectatino gap.