Square, Airbnb and why experience really is design

A very good read on the importance of design as a part of user experience

Gigaom

I have re-kindled my love affair with fountain pens and as a result, there have been a few new additions to my collection of writing instruments. And given that some are relatively expensive, I decided to order a pen case from a small leather goods maker in North Carolina. It was well priced, and reviews indicated that it was well made. Their website was clean, simple and kept the focus on the goods.

However, when it came time to pay for the pen case, I was taken to PayPal’s website — and that is when the experience of interacting with the brand was broken — not because they (the pen case maker) did anything wrong, it was just that the PayPal interface and the user experience was so different from them. The checkout page acted like a time machine, taking me back at least a decade, as if all the…

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