Presentation for UX Australia 2013

1. Designing services for messy lives
UX Australia 2013
Andy Polaine
andy@polaine.com
@apolaine
www.polaine.com
Notes: http://pln.me/uxoz13

2. Image source: Smithsonian's Cooper-Hewitt, National Design Museum
Start with the people

3. "Really everything I had done wasn’t very interesting or
important. The thing that was really important was what was
happening between me and the software on the screen.”
Bill Moggridge on the GRiD Compass Computer
Image source: Smithsonian's Cooper-Hewitt, National Design Museum

4. Great UX doesn’t help much if it’s different every time

5. Especially when this happens

6. SERVICES ARE
MULTICHANNEL &
TIME-BASED

7. Service gaps – Lavrans flying to New York with his family

8. Website-Call Center Gap
Website-System Error Gap
Website-Call Center Gap
Husband-Wife Expectation Gap
Call Center Staff-Check-In Staff Gap
Boarding Staff-Computer System Gap
The human service element finally wins

9. Cracks can accumulate to form an experience crevasse
Image source: http://www.summitpost.org/jeff-jumping-crevasse-dc-route-july-8-2006/207527

10. EVERYTHING IS A
MICRO-
INTERACTION

11. Some touchpoints are thought through and branded

12. Some touchpoints “just happen”

13. If you don’t design it, somebody else will
Image source: http://www.flickr.com/photos/atoach/

14. If you don’t provide channels, somebody else will

15. PEOPLE,
RELATIONSHIPS,
UNDERLYING
MOTIVATIONS

17. People are not trying to use a website, but buy something

18. What is the underlying motivation and meaning?
Image source: Flickr user Jon Large

19. Interaction with backstage people, services & systems
Image source: http://www.materialiste.com/culture/inside-amazon

20. Somewhere in an Amazon.com warehouse...
Image: Lucasfilm Ltd

21. Third party services form part of the experience too

22. This means designing with people versus for people
Image source: live|work

23. SOME GUIDING
PRINCIPLES

24. Be personal, human and authentic

25. Remember people’s lives beyond the screen
Image source: http://consumeconsume.com/post/13272453418

26. Fail gracefully, recover well

27. Say sorry - apologies matter to people
Image source: michael_davies on Flickr

28. Small acts make all the difference

29. Remember real life isn’t always as neat as we plan

30. Thank you!
Questions?
andy@polaine.com
@apolaine
www.polaine.com
Notes and downloads: pln.me/uxoz13