Designing services for messy lives

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Presentation for UX Australia 2013

Published in: Design, Business, Technology

Designing services for messy lives

  1. 1. Designing services for messy lives UX Australia 2013 Andy Polaine andy@polaine.com @apolaine www.polaine.com Notes: http://pln.me/uxoz13
  2. 2. Image source: Smithsonian's Cooper-Hewitt, National Design Museum Start with the people
  3. 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. 4. Great UX doesn’t help much if it’s different every time
  5. 5. Especially when this happens
  6. 6. SERVICES ARE MULTICHANNEL & TIME-BASED
  7. 7. Service gaps – Lavrans flying to New York with his family
  8. 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. 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. 10. EVERYTHING IS A MICRO- INTERACTION
  11. 11. Some touchpoints are thought through and branded
  12. 12. Some touchpoints “just happen”
  13. 13. If you don’t design it, somebody else will Image source: http://www.flickr.com/photos/atoach/
  14. 14. If you don’t provide channels, somebody else will
  15. 15. PEOPLE, RELATIONSHIPS, UNDERLYING MOTIVATIONS
  16. 16. People are not trying to use a website, but buy something
  17. 17. What is the underlying motivation and meaning? Image source: Flickr user Jon Large
  18. 18. Interaction with backstage people, services & systems Image source: http://www.materialiste.com/culture/inside-amazon
  19. 19. Somewhere in an Amazon.com warehouse... Image: Lucasfilm Ltd
  20. 20. Third party services form part of the experience too
  21. 21. This means designing with people versus for people Image source: live|work
  22. 22. SOME GUIDING PRINCIPLES
  23. 23. Be personal, human and authentic
  24. 24. Remember people’s lives beyond the screen Image source: http://consumeconsume.com/post/13272453418
  25. 25. Fail gracefully, recover well
  26. 26. Say sorry - apologies matter to people Image source: michael_davies on Flickr
  27. 27. Small acts make all the difference
  28. 28. Remember real life isn’t always as neat as we plan
  29. 29. Thank you! Questions? andy@polaine.com @apolaine www.polaine.com Notes and downloads: pln.me/uxoz13

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