Embed Size (px)
DESCRIPTION
I forgot to upload this presentation I prepared for Brighton Barcamp in 2009 after the DConstruct conference.
Citation preview
The future of User Experience
Brighton BarCamp 2009Jason MesutExperience Director
The Team
Agency/consultancy
What kind of audience do we have here?
Commercial organisationCharity
Developers DesignersBusiness people UX Pros
Looking back
What i’ll talk about today
Pushing forwardLooking forward
Looking back
Looking back Pushing forwardLooking forward
Looking back
Products Software Web 1.0 Web 2.0 Desktop integrationConnected devicesDigital services
Mobile web 2.0
Ergonomics
Usability engineering
User Experience
Service Design
UX and analytics
Experience planning
Initial emergenceMainstream practice
Looking back
Customer satisfaction
Product functionality
Excitement
We need to compete in the ‘domain of delight’ where latent (unspoken) needs live
Basic
Usability is a hygiene factor
Performance
User Experience is becoming a performance factor
Kano model-
+
Looking forward
Looking back Pushing forwardLooking forward
Future forces, driving us forwards
A Z
Quests for happier lives
Higher customer expectation
Convergent technologies
Designing for austerity/sustainability
Future barriers, holding us back
Fickle talent
Invaders to the market
Organisational change
Poor quality in the industry
Reduced costs
Higher customer expectation
Convergent technologies
Designing for austerity/sustainability
A Z
Physical and digital products/services will get closer to each other and to our needs
PD
H
Digital Physical
Human
Closer feedback loops and better interaction with people
D
H
Digital
Human
‣ Perpetual beta
‣ Beyond gestural - even more natural
‣ Greater meaning from data
‣ Swing between more social, and going dark
‣ Website not your product
‣ Syndication and aggregation
‣ Beautiful seams over seamless utopia
‣ Desktop, mobile, web, other device
People are thinking about digital services over websites
NHS Pregnancy Desktop
PD
H
Single view of customer is nirvana, butCRM is failing
PD
HPersonal details
Financial history
Purchase behaviour
Product/service usage
Health record
Social behaviour
New concepts will turn CRM on its head
Personal details
Financial history
Purchase behaviour
Product/service usage
Health record
Social behaviour
VRM
PD
H
Concepts like Vendor Relationship Management turn CRM on its head by allowing the user to own and protect their data, releasing the right chunks to different vendors under their control
Physical and Digital talking the same language
PDDigital Physical
‣ Single devices, multiple platforms
‣ Greater open standards between physical and digital products or services
‣ Devices will become more connected to each other and to digital services
Physical devices are becoming more connected - converging
02 Joggler Frontier Silicon digital radio
PD
H
or diverging...
Baker tweet - tweets followers when pastries are ready
PD
H
A change to physical products
P
H
Physical
Human
‣ Hardware designed to last
‣ Modular physical updates
‣ Continual firmware updates
‣ Users making products themselves
‣ A counter-trend against screen UI
User-makersPD
H
Co-design your own object with Ucodo.com, from Digital Forminghttp://property.timesonline.co.uk/tol/life_and_style/property/interiors/article6804468.ece
Different user interpretations of Monome - a musical interface based on Open Source hardware, software and protocols
Away from screen UIPD
H
Generic forms - LCD dominant devices, limited affordance
...to more tactile interfacesPD
H
Banks of knobs - Behringer Midi controller
Push button interfaces with LED feedback - Monome
We will need integrated and holistic thinking
PD
H
‣ Holistic around behaviours and product/service interactions
‣ Work closer with other disciplines
‣ Media and channel-neutral strategists
‣ Still striving for great user experience
‣ Co-design
‣ Amateurisation of design
‣ Crowdsourcing of ideas
‣ The democratisation of brand and design is rocking our foundations - can it really be sustained?
People are getting more powerPD
H
‣ Sometimes better than the User Experience specialists
‣ Designers of all types - product, graphic, architects
‣ Developers, engineers
‣ Marketers, brand strategists, management consultants
‣ Savvy clients
Everyone doing UX designPD
H
‣ ...Service design, or Multi-channel experience design
Like User Experience, but...
‣ Considers the experience across all touchpoints (web, call-centre, direct marketing, face-to-face)
‣ Enforces co-design between user and agent
‣ Fuelled through observational ethnographically-derived techniques
PD
H...calling it something else...
Pushing forward
Looking back Pushing forwardLooking forward
‣ Keep searching for that sweet spot between customers needs, and a company’s capabilities
‣ Embrace other disciplines and the ‘Big idea’
‣ Focus more on back of stage - broadening empathy to spread to staff and their processes
‣ Build on the foundations of User Experience and User-Centred Design
‣ Specialise more
User Experience industry needs to adapt
We’ll all still have to find that sweet spot
http://idea-sandbox.com/blog_images/strategic_sweet_spot.png
‘Big Ideas’ will help provide stronger foundations...
...to help us come up with great ideas, not just implement and optimise good ones...
...to filter, prioritise, defend and better engage
1
2
3
4
5
Filter Prioritise Defend Engage
Users Technology
Business
We will still need a balance of empathy...
Successful products and servicesGreat brand/user experienceGreat design
Users Technology
Business
...but we need to care more about staff
Staff
Users Technology
Business
...and their processes
Staff Process
...by focusing on back of stage as much as front
Stage
Sustainable and evolving processesBetter data People that care Intelligent systems
Need to build on UX foundations
Consulting, planning, client
services
Project management, close collaboration, efficient processes, design patterns
...teams will need the same tri-core of talent
Creative
Experience Architecture Technology
Creative
Experience Architecture Technology
DigitalPlanning
Change Mgt
Business Analysis
...potentially with more roles
...more observation to uncover latent needs
Observational research
...more collaborative sketching (scamping)
Collaborative scamping
...paper prototyping for early insights
Paper prototyping
...interactive prototyping for finessing
Interactive prototyping
...less detailed specification for basics
‣ Teach others the basics
‣ Specialise more
‣ Prove the value of their work more
‣ Open their minds to brand, marketing and strategy consulting
‣ Learn from enthusiastic designers, developers
UX pros. will need to raise their game
‣ Information Architecture
‣ Interaction Design
‣ Experience Strategy
‣ User Research
Do less better - specialise more
★ Service Design
★ Physical device interaction design
★ Digital interaction design
★ Experience planning
★ Multi-channel experience strategy
★ Product management
The world is continuing to change around User Experience:
‣ Physical, digital and human interactions are becoming more harmonious
‣ Digital service thinking is replacing ‘website redesign’ thinking
‣ More disciplines are getting involved in User Experience
Conclusion
The User Experience industry needs to:
‣ Embrace other disciplines
‣ Build on foundations of User Experience and User Centred Design (UCD)
‣ Specialise more - do less better
