MX 2011: The MX Outlook

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Multichannel experiences will define the future of UX management. But you're probably not going to be leading the management of these multichannel experiences, unless you move UX from a cost center to …

Multichannel experiences will define the future of UX management. But you're probably not going to be leading the management of these multichannel experiences, unless you move UX from a cost center to an investment center. 

So start today by writing your new job description.

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  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
  • Polishing the design isn’t the answer.\nMarket Economics, Pull, Lean, Continuous Beta... is the answer\n
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  • don’t put out fires, build fire fighting systems.\n
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Transcript

  • 1. The MX Outlook,2011
  • 2. Multichannelexperiences willdefine thefuture of UXmanagement
  • 3. There’s a coming explosion ofdevices.
  • 4. There’s a coming explosion ofdevices.
  • 5. Customer expectations are being set.
  • 6. Customer expectations are being set.
  • 7. There’s money it in. New Computing Cycle Characteristics Reduce Usage Friction Via Better Processing Power + Improved User Interface + Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices Computing Growth Drivers Over Time, 1960-2020E More than Just Phones 1,000,000 Mobile iPad Internet Smartphone 100,000 Kindle Devices/Users (MM in Log Scale) Desktop Tablet 10,000 Internet MP3 Cell phone/ PDA 1000 10B+ Car Electronics PC GPS, ABS, A/V Units??? 100 Mobile 1B+ Units/ Video Minicomputer Users 100MM+ Home 10 Entertainment Units Mainframe Games 10MM+ Units 1 Wireless Home Appliances 1MM+ Units 1960 1970 1980 1990 2000 2010 2020 Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively; Source: ITU, Mark Lipacis, Morgan Stanley Research. 49
  • 8. There’s money it in. New Computing Cycle Characteristics Reduce Usage Friction Via Better Processing Power + Improved User Interface + Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices Computing Growth Drivers Over Time, 1960-2020E More than Just Phones 1,000,000 Mobile iPad Internet Smartphone 100,000 Kindle Devices/Users (MM in Log Scale) Desktop Tablet 10,000 Internet MP3 Cell phone/ PDA 1000 10B+ Car Electronics PC GPS, ABS, A/V Units??? 100 Mobile 1B+ Units/ Video Minicomputer Users 100MM+ Home 10 Entertainment Units Mainframe Games 10MM+ Units 1 Wireless Home Appliances 1MM+ Units 1960 1970 1980 1990 2000 2010 2020 Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively; Source: ITU, Mark Lipacis, Morgan Stanley Research. 49
  • 9. Multichannelexperiences willdefine thefuture of UXmanagement
  • 10. But youre probablynot going to beleading themanagement ofthese multichannelexperiences
  • 11. why you won’t be leading:
  • 12. why you won’t be leading:You’re notgood with thenumbers
  • 13. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudget
  • 14. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 15. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 16. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 17. SCREW THAT.
  • 18. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 19. You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 20. perceptionYou’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 21. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  • 22. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’t Actually, youmanaged a big dobudgetYou don’t growthe business
  • 23. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’t Actually, youmanaged a big dobudgetYou don’t grow But you shouldthe business
  • 24. Multichannelexperiences willdefine thefuture of UXmanagement
  • 25. But youre probablynot going to beleading themanagement ofthese multichannelexperiences
  • 26. Unless you move UXfrom a cost center toan investmentcenter.
  • 27. So start today bywriting your new jobdescription.
  • 28. MX Job Description
  • 29. MX Job Description1. I manage our investments across the customer experience
  • 30. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience
  • 31. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  • 32. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  • 33. 1. I manage our investments across the customer experienceManage your own (psuedo) P&L.
  • 34. 1. I manage our investments across the customer experienceManage your own (psuedo) P&L.
  • 35. 2. I maxim ize the business performance of our current experienceBuild processes to continuouslymeasure and maximize.
  • 36. 2. I maxim ize the business performance of our current experienceBuild processes to continuouslymeasure and maximize.
  • 37. 3. I identify the new experiences that help us growMake the future
  • 38. 3. I identify the new experiences that help us growMake the future
  • 39. 3. I identify the new experiences that help us growMake the future
  • 40. 3. I identify the new experiences that help us grow Make the futureperformance time
  • 41. 3. I identify the new experiences that help us grow Make the futureperformance time
  • 42. 3. I identify the new experiences that help us grow Make the futureperformance time
  • 43. 3. I identify the new experiences that help us grow Make the futureperformance time
  • 44. 3. I identify the new experiences that help us grow Make the futureperformance time
  • 45. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  • 46. The MX Outlook,2011Get out there andlead.
  • 47. Get out there andlead.
  • 48. Get out there andlead.