“We started looking at how people would understand the interactions if we changed the gestures. Certain gestures were preferable to others, because they were easier to understand, or because they were more effective in navigating the content. Our focus is not necessarily on the performance of the gestures, but more on the experience they provide whether they’re clear or not–whether people felt comfortable using them, whether they conveyed the right action or whether they were associated to the right action, and whether words were used in general or not.”–via FastCo.Labs
This insights reminds me that while individual features or services can be powerful, the total experience of all the pieces determines a lasting impression.