The Plone experience
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Bain, David
If we think of using Plone as a customer journey we can begin to break down the journey into key touch points. How can we improve each touch point so that they become more Useful, Usable and Delightful?
 The Pro user experience, I left out the question mark in the original talk submission. So the talk title is the Pro user experience, useful, usable and delightful, presented by myself. Let's start with a little bit about an interesting experience. Recently I had something called a chicken waffle. Anybody else has had that? Very interesting. It had raspberries, blackberries, chicken and a sweet waffle cone. And at the very, very end when you reach the bottom of the waffle, there is this bite of black pepper. So it was a very interesting, very different experience. And the thing about these things is that the only things we notice are experiences that are different. When something is what we expect it to be, it's, it happened. But if it's different, that's when we notice it. And that's probably why I noticed the chicken waffle. It's a little different from my normal menu. So I'm going to say a little bit about this concept of the customer journey and the concept of delight. And then that is going to frame the context of the rest of the talk. This idea of a customer journey is all the different experiences that a customer has as they interact with you, your service, your content management system, et cetera. And it involves people, processes and technologies. And as far as Plone is concerned, Plone would be about the technologies from the perspective of a content management system. So I'm just saying that just for context. There are many touch points. So this is where I have a little map here. And each one of those touch points is a customer experience. And even within your content management system, you have these experiences. So different is very important when you're, when you need to differentiate yourself from other possible platforms out there. I recently participated in the Google Summab code mentor summit. And as the Plone Foundation, we were present. And this was our list in there. I don't know if you can see it, but basically, it presents the Plone Foundation as building and maintaining the ultimate open source CMS, Typhon, slightly different there. And in fact, if you go to the Plone.com, you'll see the same thing. That's what we want to be, the ultimate open source enterprise CMS. So the question is, how can we be different? How are we going to pull that off? So I'm going to take a little tangent, but everything will come back together. This is a little bit about my trip and how I got here. I traveled down Norwegian air. And they had a little touch screen. And they had little details that were interesting. So for example, on the touch screen, there were little animations around the icons. And that just added a little extra, a little interest. And when the plane landed, they had these special lights. And the lights just lit up the roof right along all the way up. And they changed color and everything. Again, I noticed that, right? Because we tend to notice things that are different. I landed in Copenhagen. So this is Copenhagen airport. And the food in Copenhagen is amazing in the airport. It's not airport food. I'm used to landing in airports and seeing airport food, Burger King. But no, Copenhagen had some very, very interesting food. Turns out they've gotten awards for the food in the Copenhagen airport. Again, something different that I noticed. Also in the Copenhagen airport, the way that they displayed the time and the gates and everything, there was a little more detail than I was used to in other airports. So this doesn't capture it perfectly. But for some gates, it even told you how long it would take to get to the gate. Like seven minutes or eight minutes walk and things like that, which I didn't see in other airports. So that, that again, was interesting and attention to detail. And as I walked through my gate, before I get there, in the bathroom, they made sure to have little hangers in there. You don't get that in every airport bathroom. So I was able to hang my bags while I use the bathroom. And as I walked to my gate, there was a little note to say how many minutes away I was from my gate. And even before I was even close, they even had the time on the floor. So as I was approaching my gate, I saw five and a half minutes away from my gate. All of this was very, very new, interesting, different and attention to detail that helped Copenhagen airport stand out for me. I flew on Ryan air on the next leg. And that was also different. So they offered me this, this magazine. I thought, oh, interesting, a magazine only to discover that the magazine was basically just a catalog of things they were selling. So I handed it back to them. I got seat 1A. So I ended up being at the exit. So what you're seeing there is not the emergency exit. This is where you would be playing. And that, that's, those are my feet right by the exit. Also very different for me. Also, I had problems checking in. So when I reached there and explained that to them, they explained to me that it would cost me 60 euro, which I had to pay. So Ryan air was also a different experience. Oh, and that's my laptop in the corner, because I used it to charge my phone. They didn't have any place for me to charge my phone. So I put it in the pocket and use it to charge my phone. A couple years back, I came across this thing called Zope. And this is roughly how I came across it. I was at linux.com. And there were some, they offered open source ads. So different open source projects would advertise in the corner for banner ads. And I saw this banner ad. Not well, I'm recreating it. It didn't quite look like this. And it said something like it's a bird, it's a plane. No, it's Zope. That's interesting. So I clicked on it and downloaded Zope, started trying it out, reading about it. And that's how I got into Zope before I knew anything about coding in Python. I actually went and searched for how to use PHP on top of Zope. And I found something. And so for a while I was trying to use PHP on Zope. And then eventually I decided I would use PHP on Python. That was also a different experience. So let's talk a little bit about whose expectations are currently influencing us and how those expectations affect where a plane may have to go. So this is the useful and usable part. And what are these expectations? Thing about it is that from the side of those who are designing these experiences, everything we think about in terms of our own designs are very biased. And until it reaches the reality of persons who are using it, we don't really realize how bad our systems are. In fact, one of the things that I did at the Google Summab code summit is it was an on conference. So they had open spaces everywhere. So I ran an open space for usability testing. And we did usability around Robbins. And so I had flown and tested with three people who had never used it before. And it was interesting to discover the expectations. I asked one person to create a page. And they interpreted that to mean a website. And so they went through the flown interface trying to figure out where do I add a website. Somebody else who is from the Internet Archive, he works with Internet Archive, he went to set up a page, went through and made progress, added a link, highlighted the link. And then he expected that when you highlight the link, it would remember the link you highlighted and put it as the default option when you start to put in your hyperlink information. Which happens in other interfaces. So these are all expectations that users now have. Another user expected that out of the box, a flown page would allow you to drag and drop components onto the page. These were not, you didn't go out to look for these people. These were three persons I interacted with. And those were the type of expectations they had. So I'm just pointing that out. Interestingly, at the welcome, one user of flown said very humbly, to say he's not an expert, but he said, you know, we really need to pay attention to the end user experience. And these are his words. He said, this is now a requirement for all projects. So it's really something we need to be very aware of. So who are our customers of this ultimate CMS that we want to create? They are the theme of the integrators and the content managers. And every time I speak to the customers, it just reminds me how much more we need to do. And this is not to say that flown doesn't bring a lot of value. Plone does have a lot of great features, which we can talk about. So these are some of the people who are at my training. And I got lots of feedback about things that they wanted to be able to do. You know, why can't we just take a WordPress theme and put it on flown? Why are these things like adding a carousel so hard? Things that people expect to be able to just do. And I see some of them here now, Romana and others. So these are real people. And they are here at this conference. And they're here because they want to get as much as possible out of flown and maybe influence the improvement of flown. Let's talk a little bit about satisfaction. The concept of satisfaction tends to be related to your expectations, which is why I spoke about expectations. Expectations unfortunately change. And what was good enough to satisfy a customer in 2000 is not necessarily good enough to satisfy a customer in 2017. So every airport I went to, when I put my hand underneath the sink from Jamaica all the way to Germany to Barcelona, the water just came out. Or you had something you pressed on and it ran for a little while and then stopped. None of that was delightful or surprising or unexpected. It might have been, you know, the water coming out when you put your hand in front of it 10 years ago, but not anymore. So expectations do shift. When I go in a car now, I expect that when I press a little button, the window will go up and down. When I was much younger, that was an impressive car. Now that's a normal car and it's strange to see cars where you go like this for the window to go up and down. This is a picture of the airport in Cologne, Germany. And this is nice, but compared to, it didn't have the type of information and detail that I got out of the gate information for Copenhagen. But I was satisfied. It was what I expected. This satisfaction, this satisfaction is when your expectations are not met. So for example, I hailed an Uber with my phone from the Google Tech Corners campus in Sunnyvale and 20 minutes later it had not come and said it was coming in 15 minutes. So I was expecting this would be great because I'd get a discount because the first time I was using Uber. In the end, I just called a Lyft, which was their competitor. And they came very quickly. Interestingly, the Lyft driver was also an Uber driver, so I don't know. So when your expectations are not met, that's the satisfaction. So people now expect a drag and drop experience when they're putting together their page. And so it's not just prone. A lot of the open source platforms are still offering pages where you can't do that. So that could cause this satisfaction and people say this is not user friendly. 10, 15 years ago, just being able to type text and make it appear without knowing HTML was great. Now that's basic. And then delight. Delight is when your expectations are exceeded, like good food at an airport, food at an airport, or those lights showing up in the Norwegian airplane. Here's a quick, this is very average, a little background about prone and where it came from. So there's this thing called a portal toolkit which was developed on top of Zope. And somebody thought we could make this better, a guy named Trace Seaver. So he created what was quite involved in creating the CMF, the content management framework. On top of the content management framework, these guys built what was pretty much a skin because they didn't like how the content management framework default skin looked. And so they created something that looked better. If this reminds you a little of Wikipedia, it's because Wikipedia borrowed quite a bit of the CSS. And of course, in those days, this was a really nice interface, especially compared to this. So, prone was one of the earliest systems to resolve URLs to code instead of files. And it inherited that from Zope. So it allowed you to decouple things. So you didn't have to FTP things to the file system and name the file the same thing as what was going to be served and so forth. And it shipped with a web UI. I mean, that was brilliant. And a lot of systems weren't doing that at the time. And then these guys, maybe I have my history wrong, but I think this is what happened. These guys later on came up with the Zope component architecture which gave more power in terms of being able to build out cohesive systems in a sane manner. In fact, one of them said that those who do not study Zope are condemned to reinvent it. And we see a little of that when we look at other Python frameworks and stuff like that. This is Plone 2.1. And what were the features that Plone 2.1 had? Plone 2.1 had live search. So you type in the search thing and it's something. When I showed that to customers, they were blown away. They just added something and now you can just type and you get live search. It had collections. It didn't call them collections at the time, but that was a way of having stored queries. And that was, wow! And it had a WYSIWYG editor, which was brilliant. You didn't have to type some type of markdown or something like that when creating your pages. Before that, I had to train customers in what was this thing, restful, I think something like that. So those were particular features at the time because the competing platforms didn't have that or most of them didn't. But how do you stay ahead of the delight curve? To stay ahead of the delight curve, you have to start by meeting the current expectations and then you have to figure out how are you going to exceed those expectations. So back then, user expectations were a lot lower. So the green curve there is user expectations. The blue curve is the Plone experience and how it has improved over time. And the intersection is about 2010. Somewhere around 2010, things like Internet Explorer 7 were thrown to the curb. And people started getting brave about what they made in web interfaces. You started to see things like inline photo editing and things like that. And some of the pioneers of that, certainly the ones who have been very successful, are people like Weebly, Wix and Squarespace. Now none of these platforms are taking everything into account as powerful as Plone. But what they do have is a user experience, a user interface that is nicer than Plone. And because a lot of these are not very expensive platforms, the expectations that people have start to go up. If I can get this with a free Weebly site, and this is supposed to be an enterprise CMS, then of course I should be able to get this with that. And thankfully, the Plone ecosystem is shifting and moving towards that. But what is happening is that user expectations are now higher than the experience that you're getting in Plone. And that's something to pay attention to. In fact, I actually did a blog post in 2010 about this very same thing. And in my blog post, I had this screenshot from Weebly. And basically, in 2010, Weebly had a system where you could edit, you wouldn't need Photoshop if you needed to crop, edit, prepare your photos. They even had a photo search system so you could find the photos you want and never leave the Weebly interface. And when I saw that, I said, hmm, things are changing. This was about the time when definitely we had, I would see in that there were systems that were certainly surpassing the Plone editing experience. By the way, this list here is a list, and you can just Google, just ask for just Google Weebly features. This is a list of what you get out of the box with Weebly now. There was a time when for Weebly, I would say to people, oh yeah, it's nice, it's easy, useful, but there's a threshold of things you can't do. So if you want to have e-commerce shopping, you won't be able to do it. But they added that. And then I said, well, you can't have hierarchical organization of your pages. They added that. Oh, but you can't have like secure pages, but they added password protected pages. If you need to run a forum with members, you can't do that. But now they have apps that integrate that allow you to do that. The point is, it's kind of a situation where to stay ahead of the curve is getting harder and trickier. And we appreciate this is an open source project. So it's not like a company that is able to bring together their employees and say, all right, this is what we're going to build. This is a drag and drop experience in Weebly. So inside of this interface, you are able to drag items, images, as well as composite components, like rich text component that may include an image. Or if you want to include a slideshow, you just drag it across and then start to add images to your slideshow. And this is stuff that they were doing since 2010. So it's not new stuff, but I'm not here to promote Weebly. So my thought on the light, we're not necessarily trying to get to the point where every single thing is blown is delightful. That's not realistic. And that's kind of, it's just something you add to your talk so that people might show up. But delight is when you have opportunities to delight, you do, right? But before you get to there, you have to get to the baseline of satisfaction. So we need to understand the expectations and look for ways to make sure that where we're below the expectation curve, we can come up the expectation curve. And then there will be opportunities to add things, little details that people won't expect. And that's where the delight comes in. This is my current minimum satisfaction hit list. There are probably other things, but drag and drop website builder. But we're getting there with Mosaic and I think it's the right direction. And even if Mosaic doesn't become V1, it certainly will influence V1. Inline photo editing. We have the capability to do that. There's some, there's, there's blown up image cropping. But it's, it's, it's, it doesn't allow you to do things like, you know, filters and things like that. Really, that's where we want to go. It's, it's what people expect at this point. Responsive templates. So we do need to reach a point where we have a couple templates that people can just click on and add and that cover most use cases. And easy publishing. What I mean by easy publishing is the full cycle of getting blown running, whether locally or on a cloud somewhere, and then getting blown into production very easily. Because again, when you think of competing solutions, and I've tried a couple of them, you can click a couple buttons and be live. Now, a lot of those are hosted by individual companies and blown isn't necessarily in that same setup. But, and I appreciate that. Plone also often is pitched at enterprise and, you know, education and all these things. But it is something that we should target. Because if we hit that target, it only makes it easier for deployment and things for enterprise customers. So, by closing thoughts, I think the goal of the Plone community should be to measure expectations and work towards meeting those expectations, which means having more conversations with the end users. Focus on satisfaction, not necessarily on delight. Delight is a nice extra, but it's not necessarily where you go first. Hit tick all the boxes that get to satisfaction, and then you can move towards delight. So, add delightful extras where possible. Because those are always nice talking points. And just remember that we notice different. So, as you add things that satisfy the customer, you're also looking for the things that make Plone different. And we already have a lot of things like that. The fact that when you move content item from one location to another location, it's smart enough to do an auto redirect. So that if someone tries to go to the old location, it redirects them to new location. Even cut and paste already exceeds expectation in terms of, with a lot of other content management systems, cutting and pasting and moving around is just not as flexible. So we certainly do have things that we can offer that still could exceed expectation, but there are also things in user experience that we need to work on. So, my hope is that as we move forward, we can help to make Plone different, but good, not the Ryan error. Sorry, not different, bad. And these are a couple of references. The slides will be available if you want to look through some of the reading that has influenced some of my ideas. And questions. And here's contact information. This is my Twitter and email address. Thank you very much, David. Are there any questions from your side? What would be your number one thing to implement or to change in Plone to increase the user experience? I'd have to go back to my his list. If we get the drag and drop experience right, I think that would be huge. And secondly, making deployment easy enough for drive by user who doesn't know much. Because if you get that right, and if you look at it, everything, Google sites, WeblyWix, Squarespace, all of them are already doing that. Thank you.
 The  Pro user experience, I left out the question mark in the original talk submission.  So the talk title is the Pro user experience, useful, usable and delightful, presented by  myself. Let's start with a little bit about an interesting experience. Recently I had something  called a chicken waffle. Anybody else has had that? Very interesting. It had raspberries,  blackberries, chicken and a sweet waffle cone. And at the very, very end when you reach the  bottom of the waffle, there is this bite of black pepper. So it was a very interesting,  very different experience. And the thing about these things is that the only things we notice  are experiences that are different. When something is what we expect it to be, it's, it happened.  But if it's different, that's when we notice it. And that's probably why I noticed the chicken  waffle. It's a little different from my normal menu. So I'm going to say a little bit about  this concept of the customer journey and the concept of delight. And then that is going to  frame the context of the rest of the talk. This idea of a customer journey is all the  different experiences that a customer has as they interact with you, your service, your  content management system, et cetera. And it involves people, processes and technologies.  And as far as Plone is concerned, Plone would be about the technologies from the perspective  of a content management system. So I'm just saying that just for context. There are many  touch points. So this is where I have a little map here. And each one of those touch points  is a customer experience. And even within your content management system, you have these  experiences. So different is very important when you're, when you need to differentiate  yourself from other possible platforms out there. I recently participated in the Google  Summab code mentor summit. And as the Plone Foundation, we were present. And this was  our list in there. I don't know if you can see it, but basically, it presents the Plone  Foundation as building and maintaining the ultimate open source CMS, Typhon, slightly  different there. And in fact, if you go to the Plone.com, you'll see the same thing.  That's what we want to be, the ultimate open source enterprise CMS. So the question is,  how can we be different? How are we going to pull that off? So I'm going to take a  little tangent, but everything will come back together. This is a little bit about my trip  and how I got here. I traveled down Norwegian air. And they had a little touch screen. And  they had little details that were interesting. So for example, on the touch screen, there  were little animations around the icons. And that just added a little extra, a little interest.  And when the plane landed, they had these special lights. And the lights just lit up  the roof right along all the way up. And they changed color and everything. Again, I noticed  that, right? Because we tend to notice things that are different. I landed in Copenhagen.  So this is Copenhagen airport. And the food in Copenhagen is amazing in the airport. It's  not airport food. I'm used to landing in airports and seeing airport food, Burger King. But no,  Copenhagen had some very, very interesting food. Turns out they've gotten awards for  the food in the Copenhagen airport. Again, something different that I noticed. Also in  the Copenhagen airport, the way that they displayed the time and the gates and everything,  there was a little more detail than I was used to in other airports. So this doesn't capture  it perfectly. But for some gates, it even told you how long it would take to get to the gate. Like  seven minutes or eight minutes walk and things like that, which I didn't see in other airports.  So that, that again, was interesting and attention to detail. And as I walked through my gate,  before I get there, in the bathroom, they made sure to have little hangers in there. You don't  get that in every airport bathroom. So I was able to hang my bags while I use the bathroom. And as  I walked to my gate, there was a little note to say how many minutes away I was from my gate. And  even before I was even close, they even had the time on the floor. So as I was approaching my  gate, I saw five and a half minutes away from my gate. All of this was very, very new, interesting,  different and attention to detail that helped Copenhagen airport stand out for me. I flew on  Ryan air on the next leg. And that was also different. So they offered me this, this magazine.  I thought, oh, interesting, a magazine only to discover that the magazine was basically just a  catalog of things they were selling. So I handed it back to them. I got seat 1A. So I ended up  being at the exit. So what you're seeing there is not the emergency exit. This is where you would be  playing. And that, that's, those are my feet right by the exit. Also very different for me. Also,  I had problems checking in. So when I reached there and explained that to them, they explained to  me that it would cost me 60 euro, which I had to pay. So Ryan air was also a different experience.  Oh, and that's my laptop in the corner, because I used it to charge my phone. They didn't have  any place for me to charge my phone. So I put it in the pocket and use it to charge my phone.  A couple years back, I came across this thing called Zope. And this is roughly how I came  across it. I was at linux.com. And there were some, they offered open source ads. So different  open source projects would advertise in the corner for banner ads. And I saw this banner ad. Not  well, I'm recreating it. It didn't quite look like this. And it said something like it's a bird,  it's a plane. No, it's Zope. That's interesting. So I clicked on it and downloaded Zope,  started trying it out, reading about it. And that's how I got into Zope before I knew anything  about coding in Python. I actually went and searched for how to use PHP on top of Zope. And I found  something. And so for a while I was trying to use PHP on Zope. And then eventually I decided I  would use PHP on Python. That was also a different experience. So let's talk a little bit about  whose expectations are currently influencing us and how those expectations affect where  a plane may have to go. So this is the useful and usable part. And what are these expectations?  Thing about it is that from the side of those who are designing these experiences, everything  we think about in terms of our own designs are very biased. And until it reaches the reality of  persons who are using it, we don't really realize how bad our systems are. In fact, one of the things  that I did at the Google Summab code summit is it was an on conference. So they had open spaces  everywhere. So I ran an open space for usability testing. And we did usability around Robbins.  And so I had flown and tested with three people who had never used it before. And it was interesting  to discover the expectations. I asked one person to create a page. And they interpreted that to mean  a website. And so they went through the flown interface trying to figure out where do I add a  website. Somebody else who is from the Internet Archive, he works with Internet Archive, he went  to set up a page, went through and made progress, added a link, highlighted the link. And then he  expected that when you highlight the link, it would remember the link you highlighted and put it as  the default option when you start to put in your hyperlink information. Which happens in other  interfaces. So these are all expectations that users now have. Another user expected that out of the  box, a flown page would allow you to drag and drop components onto the page. These were not, you  didn't go out to look for these people. These were three persons I interacted with. And those were the  type of expectations they had. So I'm just pointing that out. Interestingly, at the welcome, one user  of flown said very humbly, to say he's not an expert, but he said, you know, we really need to pay  attention to the end user experience. And these are his words. He said, this is now a requirement for  all projects. So it's really something we need to be very aware of. So who are our customers of this  ultimate CMS that we want to create? They are the theme of the integrators and the content managers. And  every time I speak to the customers, it just reminds me how much more we need to do. And this is not  to say that flown doesn't bring a lot of value. Plone does have a lot of great features, which we can  talk about. So these are some of the people who are at my training. And I got lots of feedback about  things that they wanted to be able to do. You know, why can't we just take a WordPress theme and put it  on flown? Why are these things like adding a carousel so hard? Things that people expect to be able to  just do. And I see some of them here now, Romana and others. So these are real people. And they are here  at this conference. And they're here because they want to get as much as possible out of flown and maybe  influence the improvement of flown. Let's talk a little bit about satisfaction. The concept of  satisfaction tends to be related to your expectations, which is why I spoke about expectations.  Expectations unfortunately change. And what was good enough to satisfy a customer in 2000 is not  necessarily good enough to satisfy a customer in 2017. So every airport I went to, when I put my hand  underneath the sink from Jamaica all the way to Germany to Barcelona, the water just came out. Or you  had something you pressed on and it ran for a little while and then stopped. None of that was  delightful or surprising or unexpected. It might have been, you know, the water coming out when you  put your hand in front of it 10 years ago, but not anymore. So expectations do shift. When I go in a  car now, I expect that when I press a little button, the window will go up and down. When I was much  younger, that was an impressive car. Now that's a normal car and it's strange to see cars where you  go like this for the window to go up and down. This is a picture of the airport in Cologne, Germany.  And this is nice, but compared to, it didn't have the type of information and detail that I got out of the  gate information for Copenhagen. But I was satisfied. It was what I expected. This satisfaction, this  satisfaction is when your expectations are not met. So for example, I hailed an Uber with my phone from  the Google Tech Corners campus in Sunnyvale and 20 minutes later it had not come and said it was coming  in 15 minutes. So I was expecting this would be great because I'd get a discount because the first time I was  using Uber. In the end, I just called a Lyft, which was their competitor. And they came very quickly.  Interestingly, the Lyft driver was also an Uber driver, so I don't know. So when your expectations are  not met, that's the satisfaction. So people now expect a drag and drop experience when they're putting together  their page. And so it's not just prone. A lot of the open source platforms are still offering pages where you  can't do that. So that could cause this satisfaction and people say this is not user friendly. 10, 15 years ago,  just being able to type text and make it appear without knowing HTML was great. Now that's basic. And then  delight. Delight is when your expectations are exceeded, like good food at an airport, food at an airport, or those  lights showing up in the Norwegian airplane. Here's a quick, this is very average, a little background about  prone and where it came from. So there's this thing called a portal toolkit which was developed on top of Zope.  And somebody thought we could make this better, a guy named Trace Seaver. So he created what was quite involved in  creating the CMF, the content management framework. On top of the content management framework, these guys built  what was pretty much a skin because they didn't like how the content management framework default skin looked. And so  they created something that looked better. If this reminds you a little of Wikipedia, it's because Wikipedia  borrowed quite a bit of the CSS. And of course, in those days, this was a really nice interface, especially compared to this.  So, prone was one of the earliest systems to resolve URLs to code instead of files. And it inherited that from Zope. So it  allowed you to decouple things. So you didn't have to FTP things to the file system and name the file the same thing as  what was going to be served and so forth. And it shipped with a web UI. I mean, that was brilliant. And a lot of systems weren't  doing that at the time. And then these guys, maybe I have my history wrong, but I think this is what happened. These guys later on  came up with the Zope component architecture which gave more power in terms of being able to build out cohesive systems in a  sane manner. In fact, one of them said that those who do not study Zope are condemned to reinvent it. And we see a little of  that when we look at other Python frameworks and stuff like that. This is Plone 2.1. And what were the features that  Plone 2.1 had? Plone 2.1 had live search. So you type in the search thing and it's something. When I showed that to customers,  they were blown away. They just added something and now you can just type and you get live search. It had collections. It didn't call  them collections at the time, but that was a way of having stored queries. And that was, wow! And it had a WYSIWYG editor, which  was brilliant. You didn't have to type some type of markdown or something like that when creating your pages. Before that, I had to  train customers in what was this thing, restful, I think something like that. So those were particular features at the time  because the competing platforms didn't have that or most of them didn't. But how do you stay ahead of the delight curve?  To stay ahead of the delight curve, you have to start by meeting the current expectations and then you have to figure out  how are you going to exceed those expectations. So back then, user expectations were a lot lower. So the green curve there is user expectations.  The blue curve is the Plone experience and how it has improved over time. And the intersection is about 2010. Somewhere around 2010,  things like Internet Explorer 7 were thrown to the curb. And people started getting brave about what they made in web interfaces.  You started to see things like inline photo editing and things like that. And some of the pioneers of that, certainly the ones who  have been very successful, are people like Weebly, Wix and Squarespace. Now none of these platforms are taking everything into account as powerful as Plone.  But what they do have is a user experience, a user interface that is nicer than Plone. And because a lot of these are not very expensive platforms,  the expectations that people have start to go up. If I can get this with a free Weebly site, and this is supposed to be an enterprise CMS,  then of course I should be able to get this with that. And thankfully, the Plone ecosystem is shifting and moving towards that.  But what is happening is that user expectations are now higher than the experience that you're getting in Plone. And that's something to pay attention to.  In fact, I actually did a blog post in 2010 about this very same thing. And in my blog post, I had this screenshot from Weebly.  And basically, in 2010, Weebly had a system where you could edit, you wouldn't need Photoshop if you needed to crop, edit, prepare your photos.  They even had a photo search system so you could find the photos you want and never leave the Weebly interface.  And when I saw that, I said, hmm, things are changing. This was about the time when definitely we had, I would see in that there were systems that were certainly surpassing the Plone editing experience.  By the way, this list here is a list, and you can just Google, just ask for just Google Weebly features. This is a list of what you get out of the box with Weebly now.  There was a time when for Weebly, I would say to people, oh yeah, it's nice, it's easy, useful, but there's a threshold of things you can't do.  So if you want to have e-commerce shopping, you won't be able to do it. But they added that.  And then I said, well, you can't have hierarchical organization of your pages. They added that.  Oh, but you can't have like secure pages, but they added password protected pages.  If you need to run a forum with members, you can't do that. But now they have apps that integrate that allow you to do that.  The point is, it's kind of a situation where to stay ahead of the curve is getting harder and trickier.  And we appreciate this is an open source project. So it's not like a company that is able to bring together their employees and say, all right, this is what we're going to build.  This is a drag and drop experience in Weebly. So inside of this interface, you are able to drag items, images, as well as composite components, like rich text component that may include an image.  Or if you want to include a slideshow, you just drag it across and then start to add images to your slideshow.  And this is stuff that they were doing since 2010. So it's not new stuff, but I'm not here to promote Weebly.  So my thought on the light, we're not necessarily trying to get to the point where every single thing is blown is delightful.  That's not realistic. And that's kind of, it's just something you add to your talk so that people might show up.  But delight is when you have opportunities to delight, you do, right? But before you get to there, you have to get to the baseline of satisfaction.  So we need to understand the expectations and look for ways to make sure that where we're below the expectation curve, we can come up the expectation curve.  And then there will be opportunities to add things, little details that people won't expect. And that's where the delight comes in.  This is my current minimum satisfaction hit list. There are probably other things, but drag and drop website builder.  But we're getting there with Mosaic and I think it's the right direction. And even if Mosaic doesn't become V1, it certainly will influence V1.  Inline photo editing. We have the capability to do that. There's some, there's, there's blown up image cropping.  But it's, it's, it's, it doesn't allow you to do things like, you know, filters and things like that. Really, that's where we want to go.  It's, it's what people expect at this point. Responsive templates. So we do need to reach a point where we have a couple templates that people can just click on and add and that cover most use cases.  And easy publishing. What I mean by easy publishing is the full cycle of getting blown running, whether locally or on a cloud somewhere, and then getting blown into production very easily.  Because again, when you think of competing solutions, and I've tried a couple of them, you can click a couple buttons and be live.  Now, a lot of those are hosted by individual companies and blown isn't necessarily in that same setup.  But, and I appreciate that. Plone also often is pitched at enterprise and, you know, education and all these things. But it is something that we should target.  Because if we hit that target, it only makes it easier for deployment and things for enterprise customers.  So, by closing thoughts, I think the goal of the Plone community should be to measure expectations and work towards meeting those expectations, which means having more conversations with the end users.  Focus on satisfaction, not necessarily on delight. Delight is a nice extra, but it's not necessarily where you go first.  Hit tick all the boxes that get to satisfaction, and then you can move towards delight.  So, add delightful extras where possible. Because those are always nice talking points.  And just remember that we notice different. So, as you add things that satisfy the customer, you're also looking for the things that make Plone different.  And we already have a lot of things like that. The fact that when you move content item from one location to another location, it's smart enough to do an auto redirect.  So that if someone tries to go to the old location, it redirects them to new location.  Even cut and paste already exceeds expectation in terms of, with a lot of other content management systems, cutting and pasting and moving around is just not as flexible.  So we certainly do have things that we can offer that still could exceed expectation, but there are also things in user experience that we need to work on.  So, my hope is that as we move forward, we can help to make Plone different, but good, not the Ryan error. Sorry, not different, bad.  And these are a couple of references. The slides will be available if you want to look through some of the reading that has influenced some of my ideas.  And questions. And here's contact information. This is my Twitter and email address.  Thank you very much, David. Are there any questions from your side?  What would be your number one thing to implement or to change in Plone to increase the user experience?  I'd have to go back to my his list. If we get the drag and drop experience right, I think that would be huge.  And secondly, making deployment easy enough for drive by user who doesn't know much.  Because if you get that right, and if you look at it, everything, Google sites, WeblyWix, Squarespace, all of them are already doing that.  Thank you.
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