Bridging the Gap: Understanding User Expectations in Design

Why is it so hard to know whether people want to use what we design—not just whether they can?

Design research can (and should) go far beyond basic task success. Our guest Bill Albert joins us to show how to expand our measurement toolbox.

By learning to measure desirability, emotion, and true engagement, we unlock clearer insights, align teams faster, and invest only in ideas that will actually resonate.

WHAT WE COVER IN THIS EPISODE

• Usability vs. desirability — why the distinction matters
  
  
  
• Quantifying emotion in UX: from frustration to delight
  
  
  
• Defining “engagement” (and the right ways to track it)
  
  
  
• Physiological tools in practice: galvanic skin response & eye-tracking
  
  
  
• Experience economy metrics — what today’s products must capture