I wrote this when I was the Digital Library Applications Lead at the University of Notre Dame. It was archived from http://www3.nd.edu/~dbrubak1/ which no longer exists.

Service Excellence

Hierarchy of User Needs A line drawing of a pyramid. Starting from the base the layers are labeled as functional, reliable, usable, and pleasurable. The peak of the pyramid is indicated to be missing. Functional Reliable Usable Pleasureable Missing
Hierarchy of User Needs From Designing for Emotion by Aaron Walter