Delta, United, Southwest, American, AirTran—I have flown them all. With family members evenly dispersed about 2,000 miles away from me and a job at a successful company that works nationally, I frequent the friendly and sometimes not-so-friendly skies. Each time I fly, I inevitably end up focusing on the user-centric designs implemented everywhere I look.
On a recent fight to Paris via AirFrance, a longer direct flight than I usually take, I was pleasantly surprised by a few things, but one in particular resonated with me. We all (or at least the majority of us) have flown on planes. We are familiar with the drop-down tray, a primitive tool built into the seat in front of us, to aid in our consumption of juices, coffees, and other libations. Although the tray does answer my user needs sometimes, at other times, it plain gets in the way (my apologies for the double pun). What if I want to relaxingly read a book, knit, or just have some breathing room while I slowly sip on my hot tea? The tray than becomes a prison, a box built around my body that stops me from enjoying the tiny bit of personal space granted to me by the airline that is so generously carrying me through the air to my new destination.
One great, but small, gesture made on my flight on AirFrance, was the addition of a separate cup holder. A cup holder that folded down from the tray, while the tray itself was still stored in an upright, and out of the way position. This small addition gave me so much pleasure, it is actually a little embarrassing.
The addition of this small element, although it was not rocket science, added to my experience in a major way. I was able to sit comfortably and slowly enjoy my complimentary beverage while reading my vacation novella. Normally while flying, I find myself finishing my refreshment as quickly as possible to get the cup collected and the tray back into an upright position. But on this trip I was able to feel more comfortable, more at home.
Each fold-down cup holder comprised of nothing more than a piece of plastic or two, a tiny hinge, and a spring. A simple machine that provided me with a simple pleasure—at not too much cost to the airline, I am sure. How does this relate to User Experience on the web? It is simply a reminder to put yourself in the place of the user and to offer them little niceties whenever possible—it will make a lasting impression.