UX not only applies to the virtual, but to any touch point that conveys your brand experience in the real world. Various cues along this user journey can be used to set expectations. If these expectations are not met, then your brand can suffer.
These basic animal shaped toys have been in my doctors office for years. I’ve always liked them but have never touched them. Their shapes and colors always made me think of them as solid but soft, structurally sound yet approachable and playful.
I was recently in the office and a mother was letting her child play with them. He picked one off the couch and dropped it on the wooden floor. It made a hard, sharp sound and I quickly realized their surface was made of hard plastic. My perception of them changed instantly and mild disappointment set in. Now I thought of them as loud, disruptive, and much less approachable. This single element in my journey caused me to lower my expectations of something I once looked forward to.
Remember, every detail, perception, and expectation matters and must be addressed if you want your users to have a good journey. This one isn’t a deal breaker, but I was a bit let down.