Designing Cross-channel user experiences

Andrea Resmini – UXBrighton 2011Pervasive Information ArchitectureDesigning Cross-channel User Experiences Photo: Gotan Project, gotanproject.com

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A brief personal anecdote

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE On my way to Brighton

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The whole is more than the sum of its parts “Customers interact with (the)brand: they don’t care about the channel” Jess McMullin & Samantha Starmer

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Multi-channel vs cross-channel

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Product design becomes experience design From the Manifesto of Pervasive Information Architecture

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A simple task: write or send a message

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTUREBYU EDU (news.byu.edu)

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE One task, many interfaces

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Self check-in on my mobile

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Self check-in at CPH

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Messages have no medium

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE As products are weaved intocomplex experiences, we struggle for meaning and closure

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The information architecture is the sense-making layer

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The Name of the Rose

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In the novel

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In the movie

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURECognitive continuity is not visual nor sensory continuity

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Interfaces Touch-points Information architecture

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Reduction CorrelationPlace-making Consistency Resilience Cross-channel heuristics

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Place-making

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A map of Cambridge

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE We are physical beings

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Space and place are two very different things

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTUREPlace

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE What we bring into pervasivearchitectures is the idea of place

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE d resmini boss not here. Lets go play cricket!

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In your room with a friendhttp://www.flickr.com/photos/46037115@N04/4233027629/

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE @resmini boss not here. Lets go play cricket!

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In a stadium in front of a crowdhttp://gm25liveen.web-log.nl/george_michael_25_live_en/blog/index.html

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Place-making reduces disorientation and increases legibility and way-finding. Makes us feel at home.

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Correlation

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Vincent Vega And Marsellus Wallaces Wife The Golden Watch The Bonnie Situation

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Interlacement

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The frenzy of Orlando

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Vincent and Butch

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The Texas Chainsaw Massacre

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Ronconis Orlando

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Correlation suggest relevant connections among pieces ofinformation, services, and goods tohelp users achieve explicit goals or stimulate latent needs

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTUREIt provides seamless interlacement in-channel and across all channels

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In channel Correlation Across channels

ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE http://pervasiveia.com/

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Designing Cross-channel user experiences

by Andrea Resmini

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