Breaking the Last Wall – That’s a nice picture!

Since I’m assuming that most readers of this blog have opened a Twitter account I can also assume most of my readers have also uploaded a picture at Twitter. What I also can assume is that most people who have fulfilled these conditions have been pleasantly surprised that Twitter thinks your picture is nice.
Surprise because most websites do not recognize your outer beauty when you successfully complete an operation. You’ll usually get a boring message surrounded or created in various tones of a mint green. ”Success: User Account has been added successful” or “Your order has been processed” are the kind of message I’m talking about.
Does that make your users feel good about good about their transaction? Did you attempt to foster a connection between your site and your users?
No, you attempted to satisfy a lame user experience requirement of letting the user know whats going on.
Your wasting an opportunity to connect with your visitors and make their experience a little better. Your not attempting to break the “last wall”, similar to the Turning Test ( wikipedia ), and letting your visitors know a human designed this site, a human programmed the systems behind it, and there are humans who appreciate your interaction and are happy your making a connection with their business.
Sometimes a user entering their details into a form marks the last time you’ll be able to make an impact. This is especially the case with ecommerce. After that last “Verify Order” click your business is nothing but a tracking number and a cardboard box on a doorstep. We can all create better experiences for our visitors and increase our customers/users loyalty to our sites just by taking a little extra time to think about how to talk to our users while they interact with our site:
User enters their shipping information correctly: “Thanks, never been there, but it looks nice from here.”
User encounters an error: “Whoops, something went wrong somewhere, lets just assume this was our fault, but could you help us out and click that “Confirm” button again?”
Let’s stop regurgitating those same old user messages, lets connect with ours users, be the rare site that puts the correct time and effort into user experience and interaction, lets make people love our brands, and most importantly, lets be more human about this.
Personally I’ve been trying to put more “human” notification in programs I write and had a great response while working on a Facebook application. The page I first used very human errors on was originally designed with big red angry “ERROR” text that told users how bad they sucked at life when they made a mistake on a form; ”Error: Your phone numbers must match!” I replaced them with messages like: “Oops, these two phone numbers don’t match and should, would you mind entering them again?”
The final result was after a tester finished up some testing he came back to me and said “When I got those validation warnings last night I swear I could hear you talking to me“. How perfect is that? Of course because he knew me and we spoke everyday this was easy, but the application in question certainly gained a nice human element that I’m sure our visitors appreciated.
Had to include this. This is what cdbaby.com sends their customers when they ship an order: Can you possible forget CDbaby and their brand after this?
Your CDs have been gently taken from our CD Baby shelves with sterilized contamination-free gloves and placed onto a satin pillow.
A team of 50 employees inspected your CDs and polished them to make sure they were in the best possible condition before mailing.
Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CDs into the finest gold-lined box that money can buy.
We all had a wonderful celebration afterwards and the whole party marched down the street to the post office where the entire town of Portland waved ‘Bon Voyage!’ to your package, on its way to you, in our private CD Baby jet on this day, Friday, December 1st.
I hope you had a wonderful time shopping at CD Baby. Â We sure did. Your picture is on our wall as “Customer of the Year”. Â We’re all exhausted but can’t wait for you to come back to CDBABY.COM!!
Thank you once again,
Derek Sivers, president, CD Baby
the little CD store with the best new independent music


The story starts last week when the reddit user posted a 
