Emotional Engagement

I completely agree with Chapter Four’s emphasis on surprises. People love pleasant surprises and they can change a person’s user experience or perception of a company or site.

While I would not say I “disagree” with anything the chapter states, I am a little wary of, “Saying ‘you may’ instead of ‘you must’.” I agree with their explanation of it but sometimes I think it is nice if an app or software forces you to update because everyone has the same version of that update. If people may update whenever/if they ever want to, then some people are left behind and their experience may become different, slower or less efficient than that of others.