User Experience &
Intercultural Communication
World Usability Day 2009




Wiebke Müller, Junior Project Manager
M.A. Inte...
Exercise 1
 On a monday evening while you‘re surfing on the
 internet, you come across this picture: „There is a
 visibly o...
Monday, Nov 09, 2009
20 years after the fall of
  the wall in Germany
Exercise 2
 Do you know in which country the following freemail
 service has around 38 million users according to their
 c...
www.hanmail.net
North Korea - Chosŏn
South Korea - Hanguk
Cultural knowledge
 Knowledge about your own culture or about foreign
 cultures helps us to process and to structure texts...
Image: Intercultural Communication www.araiza.de
Culture
    ...behaviour patterns, ethical principles, traditions,
    norms and values which are passed on to others,
   ...
Image: Business Spotlight 6/2009 www.business-spotlight.de
Different
organisational cultures.

 We haven‘t managed any projects for a company from
 South Korea yet. Nevertheless we ...
Our customers
Different
 As information architects and multimedia service
 provider, we are developping intranet- and internet-
 solutio...
Ponton User Experience
Requirements

Idea

Concept
Design
Programming
Usage - Experience
Factors of success in a project
Confidence
Course - time
Course - work package, instruments
(Requirements                 i...
User Experience


Building up confidence
Exercise 3
 How would you illustrate confidence, competence and
 quality on your website?

 * High-class illustration of pr...
www.daum.net
 "an honest and transparent company"
 "bringing joyful changes to the world“

www.apple.com
 The new iMac.
 “...
User Experience


timeline and content of
        project
Course of project - every customer has
     his or her own imagination of
     participation.
           “I would like to ...
Course of project
Specialised cultures        Common
and point of views          project context

         Goals          ...
Concepts

Interaction design   Web-based
                      Software
Coordination               and

                  ...
User Experience


   „Comprehension“
Project communication
“You cannot not
communicate.“
(Paul Watzlawik)
Not 20% , but nearly




                        80%
          of communication is nonverbal.


Sources: Michael Argyle, A...
CMC
Computer mediated communication




  Channel reduction
“Since using Twitter I always know
what my customer is thinking about.“




   “Since we‘ve got the video conference
   sy...
In a video conference you often
can‘t clearly recognize nonverbal
       and acoustic signals.

Nevertheless these are oft...
For a
positive communication experience




 Carefully choose and apply your
   communication instruments
      Who – What...
Contact


Ponton-Lab GmbH
Wiebke Müller

wiebke.mueller@ponton-lab.de
Goseriede 4
30159 Hannover

Web: www.ponton-lab.de
T...
User Experience & Interkulturelle Kommunikation (English Version)
User Experience & Interkulturelle Kommunikation (English Version)
User Experience & Interkulturelle Kommunikation (English Version)
User Experience & Interkulturelle Kommunikation (English Version)
User Experience & Interkulturelle Kommunikation (English Version)
User Experience & Interkulturelle Kommunikation (English Version)
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User Experience & Interkulturelle Kommunikation (English Version)

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User Experience & Interkulturelle Kommunikation (English Version)

  1. 1. User Experience & Intercultural Communication World Usability Day 2009 Wiebke Müller, Junior Project Manager M.A. International Information Management Image: UPA International Conference „Embracing Cultural Diversity“ usabilityprofessionals.org
  2. 2. Exercise 1 On a monday evening while you‘re surfing on the internet, you come across this picture: „There is a visibly old car on a large rainy place. It is dark and the car lights are switched on.“ Which associations do you have when imagining this situation? None? This is not a problem, neither do we. Now please have a look at the next page.
  3. 3. Monday, Nov 09, 2009 20 years after the fall of the wall in Germany
  4. 4. Exercise 2 Do you know in which country the following freemail service has around 38 million users according to their company website? www.hanmail.net No? This is not a problem, neither do we.
  5. 5. www.hanmail.net North Korea - Chosŏn South Korea - Hanguk
  6. 6. Cultural knowledge Knowledge about your own culture or about foreign cultures helps us to process and to structure texts, illustrations and informations. If you lack a particular piece of knowledge, it will be difficult, perhaps impossible to interpret perceived illustrations correctly. Cultural knowledge and informations are omnipresent - naturally they‘re also on the web.
  7. 7. Image: Intercultural Communication www.araiza.de
  8. 8. Culture ...behaviour patterns, ethical principles, traditions, norms and values which are passed on to others, practised and represented by members of a particular culture. Intercultural communication ...a social interaction between people who are belonging to at least two different cultures. Sources: Myron W. Lustig & Jolene Koester, EFQM / Ministry of the interior NRW, Wikipedia
  9. 9. Image: Business Spotlight 6/2009 www.business-spotlight.de
  10. 10. Different organisational cultures. We haven‘t managed any projects for a company from South Korea yet. Nevertheless we experience a lot of intercultural communication everyday. In every organisation or company, there are different approaches to project organisation and communication.
  11. 11. Our customers
  12. 12. Different As information architects and multimedia service provider, we are developping intranet- and internet- solutions for various industries and markets. User Experience. The term ,User Experience‘ is frequently associated to the end product. We would like to enlarge its signification to the user-oriented creation process of a design or an interaction concept.
  13. 13. Ponton User Experience Requirements Idea Concept Design Programming Usage - Experience
  14. 14. Factors of success in a project Confidence Course - time Course - work package, instruments (Requirements idea prototype test new requirements idea design Construction) Comprehension Inspired by: Leah Buley, Adaptive Path, USA
  15. 15. User Experience Building up confidence
  16. 16. Exercise 3 How would you illustrate confidence, competence and quality on your website? * High-class illustration of products * High-class illustration of the company‘s leadership * Slogan, which accentuates product quality and benefits * Slogan, which accentuates company values and visions Please have a look at the following two examples.
  17. 17. www.daum.net "an honest and transparent company" "bringing joyful changes to the world“ www.apple.com The new iMac. “The fastest iPhone ever.“ “The best phone for business just got better.“
  18. 18. User Experience timeline and content of project
  19. 19. Course of project - every customer has his or her own imagination of participation. “I would like to be actively involved in working processes.“ “Go ahead - I trust you.“ “I have already put together a few workflow diagrams.“ “I‘m happy if you take over the creative part.“
  20. 20. Course of project Specialised cultures Common and point of views project context Goals Conditions Application of various Instruments Chances & risks
  21. 21. Concepts Interaction design Web-based Software Coordination and Web 2.0 Information support important working processes Documentation
  22. 22. User Experience „Comprehension“ Project communication
  23. 23. “You cannot not communicate.“ (Paul Watzlawik)
  24. 24. Not 20% , but nearly 80% of communication is nonverbal. Sources: Michael Argyle, Albert Mehrabian, Wikipedia
  25. 25. CMC Computer mediated communication Channel reduction
  26. 26. “Since using Twitter I always know what my customer is thinking about.“ “Since we‘ve got the video conference system, the travel costs of our internationally operating company dropped by 50%.“
  27. 27. In a video conference you often can‘t clearly recognize nonverbal and acoustic signals. Nevertheless these are often the keys for the right comprehension of a person, not only in intercultural conversations.
  28. 28. For a positive communication experience Carefully choose and apply your communication instruments Who – What – Why – How – Where - When
  29. 29. Contact Ponton-Lab GmbH Wiebke Müller wiebke.mueller@ponton-lab.de Goseriede 4 30159 Hannover Web: www.ponton-lab.de Tel.: 0511 / 897009-0

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