Fast forward to some time in the future.
The marketing game has completely changed, having evolved beyond test
and control, research, etc. Imagine you can understand how your
customers react to your products. By react I mean physical
responses such as eye movements, heart rate, breathing pace, galvanic
skin response and body language. You can map these responses to human
emotions and cognitive thinking styles. Next you capture how your
customers form relationships with your products (abstract, concrete)
and how their social preferences interplay with and drive
consideration. But wait there’s more. Throw ideolgical values (taste,
morals) into the calculus and you will be able to mold a product that
satisfies all basic human pleasures and by definition is the most
desireable item on the market. You are are flying, and instantly
promoted.
Science fiction? Is it even possible? It is possible, and the
technology is available now. Welcome to Part III in my weblog series
from the Forrester Marketing Forum 2008
(Los Angeles, April 7-9). The Forum’s theme was customer engagement. In
this installment I make an attempt to summarize and connect four
separate presentations (two breakouts and two keynotes), that starts to
show marketers how to create more engaging online experiences by making
them more pleasurable and deisrable.
At the heart of this task is a new type of practice called
NeuroMarketing. It’s in very early days, having been largely confined
to labs using expensive equipment that was uncomfortable for the
subjects. As with any technology, it’s getting smaller and cheaper.
There is only so far marketers can go with our current practices. In my
view it’s critical to employ new tools that can measure human response
and desire. Let’s get started.
First - The Four Pleasures Framework by Patrick Jordan.
Mr. Jordan is a design, marketing and brand strategist and holds a PhD
in psychology. He has worked with major brands to create campaigns and
products using his pleasures framework.
The objective is to help people feel good about your product, your brand/company and about themselves. The four pleasures are:
- Physio - Physiological, the body and its senses
- Psycho - Psychological, the mind, emotions, cognition and interests
- Socio - Relationships, social connections in the abstract and concrete
- Ideo - Ideological, the values, taste and morals
During his talk Mr. Jordan cited real-life examples for each of the
pleasures. To illustrate physio, he spoke about how the car maker Fiat
has an entire lab and team devoted to only three parts of a car. The
steering wheel, gear shift and inside door handles. Through research
and observation, Fiat discovered that these were the first three things
a customer actually touched when in a car showroom. The salesman would
usually open the door, the customer would step in, put her hands on the
wheel, then on the gear shift. When she wanted to exit she would have
to touch the door handle. If the designers could elevate the sensory
experience of these physical parts to one of pleasure, product
consideratin is off to a flying start.
He provided examples for each pleasure, but I won’t go into them
here. For those explorers that want to give it a try, he offered this
brief summary.
- Create robust personas
- Conduct indepth ethnographic research
- Immerse yourself in your customers
- Look at what’s going on in the media
Second - Amplifying Engagement: Measuring Customer’s Emotional Reaction to an Experience, was given by Jeremi Karnell, President, One-to-One Interactive. His company(s) are working in the NeuroMarketing space, and he defines it this way.
NeuroMarketing is a new field of marketing that studies
consumers sensorimotor, cognitive, and affective response to marketing
stimuli.
He discussed what he calls the mind-body nexus of engagement,
consisting of perception, attention, brain function and behavior. His
firm developed the Quantemo Engagement Index, a scientific approach to
measuring a target audience’s emotional reactions to digital media. In
short, they put sensors on subjects (simple things like bands, nothing
sticks to the skin) show them web sites, ads, emails, then report on
heart rate, galvanic skin response and breathing. The sensors can also
detect eye tracking and body movement. Are the subjects leaning in
(interested), or sitting back (bored). These measurements are graphed
and presented alongside the usability testing video and reports to give
designers more data points to validate or refine designs or marketing
messages. Can be employed against your competitors sites as well.
Third - Creating Personas that Support Engagement
was given jointly by Neil Clemmons of Critical Mass and Mike Madaio
from QVC. I won’t go into defining personas or how to use them in this
post. You can easily find that through a simple search. The value in
this talk was how Critical Mass extended the Forrester useful, usable, desireable usability model by adding sustainable and social to the persona matrix.
I have been doing a lot of thinking along these lines lately, and
this really made it clear. The more offline experiences migrate to the
online world, the more tools designers and marketers will need to be
effective. The rapid growth of social computing is being accelerated by
technology advances. This will require new ways to think about how to
create online experiences that will keep up. Expanding the
persona/user-centered design paradigm is a natural next step. Mastering
these techniques will be critical to engaging users in your online
properties.
Fourth - Designing for Engagement by
Forrester Principal Analyst, Kerry Bodine. Her talk orbited around
desirability. She didn’t offer a textbook definition, but instead
quoted Supreme Court Justice Potter Stewart’s opinion in Jacobellis v.
Ohio (1964) as he attempted to define obscenity.
I shall not attempt further to define the kinds of
material I understand to be embraced within that shorthand description;
and perhaps I could never succeed in intelligibly doing so. But I know
it when I see it…
I know it when I see it. Clearly desirability is a subjective call
and as unique as humans. But like so many other things the mind
processes, it’s real. That’s why NeuroMarketing is going to be
important. It pulls the subjective, which is very difficult for
marketers to deal with, into focus using something more concrete than a
gut feeling.
Kerry Bodine - Photo: Steve A. Furman
Ms. Bodine showed the standard usability strata Forrester has been
promoting for years, and suggested it should look more like a point to
point map, increasing the role desirability should play when designing.
This is a subtle change, but one that challenges designers and web
architects to think about desirability along side the other dimensions
at the outset, vs. something to aspire to after launch. Makes more sense.
I would love to see Forrester refine, actually update, their persona
framework to address the rise in social computing and match what they
have done with this change. Since 2002, I have worked with Cooper
to create the personas we use today. Their persona philosophy and
methodology was a natural fit with how we think about segmentation.
Ms. Bodine used a number of personal and observed examples of
desirable experiences. One as mundane as ordering room service in a
hotel. Her summary and advice to marketers was as follows.
- Learn to recognize desirability when you see it
- Give desirability the recognition it deserves
- Find a way to create desirable experiences
My take on what it means
Online marketers (DM guys and product managers) need to get much
closer to interactive design than they are today. The pure plays are
way ahead of the analog legacy firms (less baggage). Traditional direct
marketers have the luxury of creating dozens (sometimes hundreds) of
test cells and corresponding creatives. But they do this, for the most
part, not so much through observing human responses, but by mechanical
test and control (trial and error). I’m not suggesting that this is not
a valid science, but it leaves out the human emotional reactions that
are hallmark to the web’s interactivity.
Online testing tools available to raise interactive marketing
practice to DM levels are getting better, but most firms don’t have the
understanding, budget, expertise or technology infrastructure to
acquire, implement and use them. They cannot support a network of sites
or instances of sites or even regions on pages necessary to conduct
robust DM-like testing. Don’t get me wrong, some firms are doing this
well, but they are the exception. In my company we had at one time over
14,000 direct marketing test cells for one product! Nothing even close
to that online.
I know it’s counterintuitive, but the online channel in most
companies is fairly static because of tracking challenges, staff
support, lack of a content management system and the reality of having
to integrate with back end databases and systems real time. Content
management suites like Interwoven, are helping, but they are big
enterprise solutions. Could there be an Interwoven Lite market out
there?
NeuroMarketing, is real today and could be baked into the normal
project plan without extending the time line or breaking the budget. It
can give the online marketer a new and powerful tool that doesn’t
result in an extra large IT project.
What do you tell your CMO when asked to explain desirability? “I
know it when I see it” is probably not going to do it. Use the mind.
Neurons tell the truth.
In Summary
- Create personas now. If you already have them be sure they are up to date.
- Get buy in on personas from your DM marketers and Product Managers.
- Bring them into the design and development process early and keep them there through the validation cycles.
- Integrate NeuroMarketing techniques in your usability testing plan.
Read my other Forrester Marketing Forum 2008 posts here for Part I and here for Part II.
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