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Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary
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Don't Be a Digital Dinosaur: Design for the Space Between - Infocamp 2010 Plenary

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Infocamp 2010 Plenary - Seattle

Infocamp 2010 Plenary - Seattle

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  • But most importantly (at least to this conversation), I spent 10 years in the restaurant and bar business and waited on a LOT of customers.
  • But I had just arrived
  • But I had just arrived
  • I later learned that the Parker Hotel has a ‘no sign’ policy.
  • They made us take off our conference badges anytime we left the conference ‘sequestering’ area. They yelled at us if we walked around the property with our badges on.
  • Door picture
  • I later learned that the Parker Hotel has a ‘no sign’ policy.
  • I want to look into changing my seat while I check in for my flight, and don’t want to pull out and boot up my computer. Heck, I have an iPhone, I shouldn’t have to. I get my flight number via an email confirmation of my itinerary. And the email links me to a app to check in. Sweet.
  • But the mobile app will only let me check flight status. Arrgh.
  • Find the US Airways site (because I always forget the URL and end up at some advertising site instead)
  • And the flight number that I just confirmed IS NOT RECOGNIZED.
  • WAAAAAH. I can’t check in online. I can’t change my seat.
  • Ritz carlton
  • BUT. When I get to the airport the next morning, no one is at the US Airways desk. Not only that, there isn’t even a self service kiosk!!! I had to hang out in the check in area for over an hour before I could check in for my flight. And by then I couldn’t change my seat.
  • BUT. When I get to the airport the next morning, no one is at the US Airways desk. Not only that, there isn’t even a self service kiosk!!! I had to hang out in the check in area for over an hour before I could check in for my flight. And by then I couldn’t change my seat.
  • Door picture
  • Ritz carlton
  • Ritz carlton
  • Ritz carlton
  • Ritz carlton
  • They hear about you from print advertising
  • From all sorts of physical messaging
  • Regardless of how I was interacting with the Parker – whether it was making a reservation online, calling them to check something about my reservation or physically at the hotel. I was the same person, the same customer interacting with them.
  • Door picture
  • There are a lot of tools to help you design for a holistic customer experience.
  • And a lot of related disciplines.
  • Ritz carlton
  • Transcript

    • 1. Don’t Become a Digital Dinosaur
      Design for the Space Between
      @samanthastarmer
    • 2. me
      UX & IA related work for places like Amazon, Microsoft
      REI – Create and lead IA, UX, IxDteams (after about 5 other titles)
      Teach at University of Washington
    • 3. Un-speaker?
    • 4. Me. lonely
    • 5.
    • 6. a story…
      http://www.flickr.com/photos/seandreilinger/2959785536/
    • 7.
    • 8. Palm Springs!
    • 9. resort hotel!!
    • 10. I am lucky
    • 11. verdant
    • 12. lush
    • 13. foliage…lots of foliage
    • 14. like The Secret Garden!
    • 15. but…
    • 16. I was tired
    • 17. I needed an adult beverage
      $80 wine!!!
    • 18. but I’m cheap…
    • 19. …and car-less
    • 20. I have to get out of a 13 acre resort
    • 21. so, with a crappy map
    • 22. and a tip,
    • 23. I finally find my way out
    • 24. and escape to the real world
    • 25. but now it is dark
    • 26. and the lovely, secret foliage
    • 27. with all of the nooks and crannies
    • 28. that I got lost in during daylight
    • 29. Is kinda scary
    • 30. finally, thank god
    • 31. now I really need a drink
    • 32. At least for walking, exploring or doing anything not related to sitting by a pool and drinking
    • 33. no sign policy
    • 34.
    • 35.
    • 36.
    • 37.
    • 38.
    • 39.
    • 40. except…
    • 41.
    • 42. experience only works if you stay within the Parker
    • 43. a few days later…
    • 44. leaving lovely hotel room
    • 45. not the dreaded middle seat!
      http://www.flickr.com/photos/caribb/85819514/
    • 46. getting flight # via email
    • 47. check in via mobile app
    • 48. I don’t want flight status!
    • 49. okay, trying another way
    • 50. flight not recognized
    • 51. http://www.flickr.com/photos/mindaugasdanys/3766009204
    • 52. Fine.
      Old school check in.
    • 53.
    • 54. experience only works if you stay within channel
    • 55. lesson?
      http://www.flickr.com/photos/pjern/2150873799
    • 56. design for the space between…
      http://www.flickr.com/photos/mrxception/4999592715
    • 57. don’t design for just a website
    • 58. an app
    • 59. or a physical environment
    • 60. Even if you think you only work on your website
    • 61. we have no control
    • 62. over how people hear about us
    • 63. or get to us
    • 64. the experience of transitions
    • 65. 70% of US online consumers research products online and purchase them offline
      Forrester, Profiling The Multichannel Consumer, July 2009
    • 66.  65% of visitors to an online search engine were looking for further information in relation to a product or service they saw in a television commercial or in a newspaper advertisement.
      Pubblicitaoffline e ricercheneimotori, 2007
      From ‘Information Architecture for Ubiquitous Ecologies’, Andrea Resmini and Luca Rosati
    • 67. interaction design not just digital
      http://www.flickr.com/photos/aaronschmidt/1904501765/
    • 68. digital and physical are colliding
    • 69. technology is everywhere
    • 70. internet of things
      http://endtimesworldnews.punt.nl/upload/internet_of_things.JPG
    • 71.
    • 72.
    • 73. this is a library without a single book…
      Digital Library, Seoul, Korea
      http://www.flickr.com/photos/future15/4587459646/
    • 74. but
    • 75. ‘integrated experiences are
      few and far between’
      Alexandra Deschamps-Sonsino
      http://www.slideshare.net/designswarm/creating-the-internet-of-things
    • 76. don’t design for technology, design for the holistic experience
    • 77. design for the space between…
      http://www.flickr.com/photos/mrxception/4999592715
    • 78. how?
    • 79. information is the foundation
      http://www.flickr.com/photos/saroy/3455464539/
    • 80. across channels
    • 81.
    • 82. across channels
      across platforms
    • 83. http://www.flickr.com/photos/joshb/103547740
      http://www.flickr.com/photos/phrenzee/1447530226
      http://www.flickr.com/photos/kimbach/538233744
      http://www.flickr.com/photos/brownpau/2788253333/
      http://www.flickr.com/photos/stigster/3761714132/
    • 84. across channels
      across platforms
      across digital & physical
    • 85. information ties the experience together
      http://www.flickr.com/photos/__olga__/4749585423/
    • 86. http://www.flickr.com/photos/alist/2584773454
    • 87. http://itunes.apple.com/us/app/gohow-airport
    • 88. http://itunes.apple.com/us/app/gohow-airport
    • 89. http://itunes.apple.com/us/app/gohow-airport
    • 90. information is the foundation
      http://www.flickr.com/photos/saroy/3455464539/
    • 91. …predictable pathways of information are changing: the physical world itself is becoming a type of information system.
      http://www.mckinseyquarterly.com/The_Internet_of_Things_2538
    • 92. holistic storytelling experience across channels
    • 93. content centric, platform agnostic
    • 94. brand now content provider, not a newspaper
    • 95. think about consistency
    • 96. shh…I’m going to show you…
    • 97. http://www.flickr.com/photos/practicalowl/1423935574
    • 98. Website
    • 99. Email
    • 100. Catalog
    • 101. Ad Campaigns
    • 102. In-Store Signage
    • 103. Packaging
    • 104. Product Information Guides
    • 105. all the same productnot the same information not the same experience
    • 106. I’m the same customer in each interaction
    • 107. think about the journey
    • 108. Think about on ramps and off ramps
    • 109. don’t just design for the front door
    • 110. holistic experience at all entrances
    • 111. back door
    • 112. side door
    • 113. holistic experience?
    • 114.
    • 115.
    • 116.
    • 117.
    • 118.
    • 119.
    • 120. information is blurring the lines between products and services to create multi-channel, cross-platform, trans-media, physico-digital user experiences
      Peter Morville
    • 121. http://www.slideshare.net/morville/ubiquitous-ia
    • 122. people keep pretending they can make things deeply hierarchical, categorizable and sequential when they can't. Everything is deeply intertwingled.
      Ted Nelson
    • 123. don’t get overwhelmed
      http://tlc.discovery.com/tv/hoarding-buried-alive/slideshows/before-and-after-episodes-1-4-02.html
    • 124. leave your comfort zone
    • 125. tools
      mechanics
    • 126. Disciplines
    • 135.
      • Field Experience
      • 136. Service Inventory, blueprinting
      • 137. Customer Journey Mapping
      • 138. Experience mapping
      • 139. Mental Models
      • 140. Business Origami (@jessmcmullin)
      Methods
    • 141. hang with a new crowd
      http://averagecats.com/page/7
    • 142.
    • 143. Thank you
      sstarme@rei.com
      @samanthastarmer
      http://uxmag.com/strategy/dont-become-a-digital-dinosaur

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