Tag Archives: user experience

Value Exchange Dissonance, or, don’t hand me a flyer.

Whenever I walk somewhere, and someone hands me a flyer, it’s like they’re telling me, “Here, you go throw this away.”
-Mitch Hedberg

29 Indian Food!
Image by wilyumzzz via Flickr

If you’ve ever walked down a street in midtown Manhattan, you’ve most likely been in the uncomfortable position of being handed a flyer for a restaurant, club, event, whathaveyou.  It never struck me before, but this is a great example of Value Exchange Dissonance.

Value Exchange Dissonance is something I just made up.  It describes a situation in which one party takes an action that they believe provides enough value to prompt an action by another party, when the other party feels it is an imposition on them (negative value).

When a person hired by a restaurant hands you a flyer, here’s what their perception of the exchange is:

“Greetings, random person in the neighborhood! Here is a free menu with information on all the wonderful things you can eat at my establishment.  Now, come and have a meal at my restaurant. It’s the least you can do, after I provided you with this information!”

Taking our knee-jerk social marketer hats off for a moment, let’s now look at the experience from the point of view of the person receiving the flyer.

“Here I am just going about my day, on my way somewhere, and some random person thrusts a piece of paper at me, disrupting my personal space, my rhythm, distracting me from whatever I’ve been thinking about and pushing their message at me without regard for my interest or where my attention was.  If I was hungry, I’d go to a restaurant that didn’t need to disrupt my day.  I don’t even like Indian food!  Screw this place.”

Value Exchange Dissonance.  To the extreme.  And the end result is the opposite of what was intended.

There is a crucial point there.  A marketing engagement is valuable or not valuable based on the POV of the ‘receiver’ of the engagement.

In this case, if 0 is the baseline, handing someone a flyer may have a +3 perceived value for the restaurant, but if its a -6 to the recipient, it still nets out at -3.

This is why User Experience is so important.  There are lots of examples of otherwise well-meaning people and organizations who may genuinely not be paying attention to how the experience plays out for the other side.

Are you paying attention to how you may create or destroy value in an experience? Or are you another victim of Value Exchange Dissonance?

Everything boxed is menubar again.

Some of you more avid readers (er…both of you?) will notice that I’ve made some minor design revisions to the site. The feeds are now up in the corner and the date and entry titles have been switched around. I will continue to ‘clean up’ the design to optimize the user experience.
Thanks to CommunityMX and Kryogenix.org for their invaluable tools.

I don’t know why I haven’t linked to this before, but lowmorale have created the world’s most depressing video to go with my teen angst anthem, Radiohead’s “Creep” (Only available from iTMS in a Richard Cheese version. Way to stay cool, Thom.

Speaking of iTMS (Hi, Thuy-An!), from the why-isn’t-this-a-feature-already department, TunesTracker will poll the music store and let you know any time new music from your favorite artists has been added. So ummm, let’s get right on that mmkay? Alternately let me suggest the ability to create a custom RSS feed of selected artists that will send you anytime your selected artists are updated. Might help in the move toward killerapp status for RSS.
Recently I’ve developed a new fondness for design blogs, perhaps stemming from my ongoing project to empty my house of all the extra crap I have here just because I have the space (anyone need a scanner?). Some of the nicest stuff I’ve seen of late includes a jellyfish-inspired ceiling light, a half-cube light that looks like some sort of matter inverter error (search for ‘edge’) [via mocoloco] and what must be the coolest aquarium ever

From the yet-another-mashup-we-didnt-need department: Usher vs. Harold Faltermeyer (no relation) (a DJ Crook Air production) which everyone should feel free to listen to on their new Denon 16.1 A/V receiver. Cause, you know, 16.1 is the next 5.1. You could pay for it by chargeback-ing the electric company with your new electric car! (talk about a ROI)

Mad props to whomever comes up with a fun musical interpretation with Johnny Cash Reading The Bible.

Oh, and Jimmy Fallon: time to do a new photoshoot, dude. Really.