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The Experience Gap (UX Camp Edmonton)
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The Experience Gap (UX Camp Edmonton)

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  • 1. THE EXPERIENCEUX Camp Edmonton | May 11, 2013GAP
  • 2. @gsmith @nform
  • 3. #experiencegap
  • 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. EXPECTATIONSCAPABILITYTECHNOLOGYOPPORTUNITY
  • 6. EXPECTATIONS
  • 7. 2000 2005 2010 2015 2020QualityofExperience
  • 8. 2000 2005 2010 2015 2020QualityofExperiencePeople’s expectations are shaped bythe best software and devices they use
  • 9. http://www.flickr.com/photos/38856921@N03/8011270952/Canadian SmartPhone Penetration(ScotiaBank DailyEdge, Mar 6, 2013)67%
  • 10. “The Reimagination of Nearly Everything” - Mary Meeker
  • 11. “How quickly the world owes us something we only knewexisted ten seconds ago.”
  • 12. CAPABILITIES
  • 13. 2000 2005 2010 2015 2020QualityofExperienceOnly a handful of organizations have theskills and expertise to deliver theseexceptional experiences
  • 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. DesignContextPeople
  • 16. ResearchDesignEvaluation
  • 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. “Two hours training. Still can’t use it.”“Two hours training.”
  • 19. “Please ReadInstructions”Instructions“Enter”
  • 20. Press here
  • 21. Only 12 floors inbuilding, all elevators goto same floors.Address (in case youdon’t know whatbuilding you’re in)
  • 22. Call Elevator
  • 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. 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. 2000 2005 2010 2015 2020QualityofExperienceResearchDesignEvaluation
  • 26. TECHNOLOGY
  • 27. 2000 2005 2010 2015 2020QualityofExperience21 People want exceptional experiencesPoor experiences cause frustration3Every company is now atech company
  • 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. 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. “The machines have already taken over and resistance isfutile” - Brad FeldPhoto: http://nakedentrepreneur.tv/brad-feld/
  • 31. OPPORTUNITIES
  • 32. 2000 2005 2010 2015 2020QualityofExperienceOpportunityFrustration++
  • 33. PayByPhone
  • 34. Consumer devicesConsumer softwareEnterprise softwareService deliveryWebsitesFailure of AgileSmall UX Budgets
  • 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. 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. $5,000,000$100,000
  • 38. $5,000,000$1,000,000
  • 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. 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. @gsmith @nform
  • 42. THANKS!