The Experience Gap (UX Camp Edmonton)

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The Experience Gap (UX Camp Edmonton)

  1. 1. THE EXPERIENCEUX Camp Edmonton | May 11, 2013GAP
  2. 2. @gsmith @nform
  3. 3. #experiencegap
  4. 4. People’s expectations are shaped by the best softwareand devices they use. And the best is getting better.Only a handful of organizations have the skills andexpertise to develop these exceptional experiences.Technology is now at the heart of almost everyinteraction between people and organizations.This combination is a huge opportunity for UX pros.
  5. 5. EXPECTATIONSCAPABILITYTECHNOLOGYOPPORTUNITY
  6. 6. EXPECTATIONS
  7. 7. 2000 2005 2010 2015 2020QualityofExperience
  8. 8. 2000 2005 2010 2015 2020QualityofExperiencePeople’s expectations are shaped bythe best software and devices they use
  9. 9. http://www.flickr.com/photos/38856921@N03/8011270952/Canadian SmartPhone Penetration(ScotiaBank DailyEdge, Mar 6, 2013)67%
  10. 10. “The Reimagination of Nearly Everything” - Mary Meeker
  11. 11. “How quickly the world owes us something we only knewexisted ten seconds ago.”
  12. 12. CAPABILITIES
  13. 13. 2000 2005 2010 2015 2020QualityofExperienceOnly a handful of organizations have theskills and expertise to deliver theseexceptional experiences
  14. 14. Understanding UXhttp://www.flickr.com/photos/58571789@N00/5767913931/UX is intentional creation of productsor services that elicit specificoutcomes for their users and theorganizations that create them.
  15. 15. DesignContextPeople
  16. 16. ResearchDesignEvaluation
  17. 17. 2000 2005 2010 2015 2020QualityofExperienceOnly a handful of organizations have theskills and expertise to deliver theseexceptional experiencesMost organizations will develop these capabilitiesslowly or not at allExperienceGap
  18. 18. “Two hours training. Still can’t use it.”“Two hours training.”
  19. 19. “Please ReadInstructions”Instructions“Enter”
  20. 20. Press here
  21. 21. Only 12 floors inbuilding, all elevators goto same floors.Address (in case youdon’t know whatbuilding you’re in)
  22. 22. Call Elevator
  23. 23. 2000 2005 2010 2015 2020QualityofExperienceAs devices become more connected and context-aware, and as people expect to accessservices in multiple places, it will be more difficult to create exceptional experiences
  24. 24. 2000 2005 2010 2015 2020QualityofExperienceAs devices become more connected and context-aware, and as people expect to accessservices in multiple places, it will be more difficult to create exceptional experiences
  25. 25. 2000 2005 2010 2015 2020QualityofExperienceResearchDesignEvaluation
  26. 26. TECHNOLOGY
  27. 27. 2000 2005 2010 2015 2020QualityofExperience21 People want exceptional experiencesPoor experiences cause frustration3Every company is now atech company
  28. 28. Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/“More and more major businesses and industries are beingrun on software and delivered as online services... Over thenext 10 years, I expect many more industries to bedisrupted by software” - Marc Andreessen
  29. 29. Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/“All of the technology required to transform industriesthrough software finally works and can be widely deliveredat global scale.” - Marc Andreessen
  30. 30. “The machines have already taken over and resistance isfutile” - Brad FeldPhoto: http://nakedentrepreneur.tv/brad-feld/
  31. 31. OPPORTUNITIES
  32. 32. 2000 2005 2010 2015 2020QualityofExperienceOpportunityFrustration++
  33. 33. PayByPhone
  34. 34. Consumer devicesConsumer softwareEnterprise softwareService deliveryWebsitesFailure of AgileSmall UX Budgets
  35. 35. Why Has Agile Failed?• As it’s commonly practiced now, agile fails toaddress several key problems:• Doesn’t engage users• Doesn’t iterate• Doesn’t create a coherent picture of the endproduct that all stakeholders can understand• These are all critical to producing betterproducts in large organizations!
  36. 36. Will Lean Succeed?• Lean software development shares someprinciples with UX and with Agile• Seeing the whole• Rapid learning• Building integrity in• Lean development & UX are being mergedin consumer software development.
  37. 37. $5,000,000$100,000
  38. 38. $5,000,000$1,000,000
  39. 39. 2000 2005 2010 2015 2020QualityofExperienceOnly a handful of organizations have theskills and expertise to deliver theseexceptional experiencesMost organizations will develop these capabilitiesslowly or not at allExperienceGap
  40. 40. 2000 2005 2010 2015 2020QualityofExperienceOnly a handful of organizations have theskills and expertise to deliver theseexceptional experiencesMost organizations will develop these capabilitiesslowly or not at allResearchDesignEvaluation
  41. 41. @gsmith @nform
  42. 42. THANKS!

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