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MX 2011: The MX Outlook

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Multichannel experiences will define the future of UX management. But you're probably not going to be leading the management of these multichannel experiences, unless you move UX from a cost center to an investment center. 

So start today by writing your new job description.

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MX 2011: The MX Outlook

  1. 1. The MX Outlook,2011
  2. 2. Multichannelexperiences willdefine thefuture of UXmanagement
  3. 3. There’s a coming explosion ofdevices.
  4. 4. There’s a coming explosion ofdevices.
  5. 5. Customer expectations are being set.
  6. 6. Customer expectations are being set.
  7. 7. There’s money it in. New Computing Cycle Characteristics Reduce Usage Friction Via Better Processing Power + Improved User Interface + Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices Computing Growth Drivers Over Time, 1960-2020E More than Just Phones 1,000,000 Mobile iPad Internet Smartphone 100,000 Kindle Devices/Users (MM in Log Scale) Desktop Tablet 10,000 Internet MP3 Cell phone/ PDA 1000 10B+ Car Electronics PC GPS, ABS, A/V Units??? 100 Mobile 1B+ Units/ Video Minicomputer Users 100MM+ Home 10 Entertainment Units Mainframe Games 10MM+ Units 1 Wireless Home Appliances 1MM+ Units 1960 1970 1980 1990 2000 2010 2020 Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively; Source: ITU, Mark Lipacis, Morgan Stanley Research. 49
  8. 8. There’s money it in. New Computing Cycle Characteristics Reduce Usage Friction Via Better Processing Power + Improved User Interface + Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices Computing Growth Drivers Over Time, 1960-2020E More than Just Phones 1,000,000 Mobile iPad Internet Smartphone 100,000 Kindle Devices/Users (MM in Log Scale) Desktop Tablet 10,000 Internet MP3 Cell phone/ PDA 1000 10B+ Car Electronics PC GPS, ABS, A/V Units??? 100 Mobile 1B+ Units/ Video Minicomputer Users 100MM+ Home 10 Entertainment Units Mainframe Games 10MM+ Units 1 Wireless Home Appliances 1MM+ Units 1960 1970 1980 1990 2000 2010 2020 Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively; Source: ITU, Mark Lipacis, Morgan Stanley Research. 49
  9. 9. Multichannelexperiences willdefine thefuture of UXmanagement
  10. 10. But youre probablynot going to beleading themanagement ofthese multichannelexperiences
  11. 11. why you won’t be leading:
  12. 12. why you won’t be leading:You’re notgood with thenumbers
  13. 13. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudget
  14. 14. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  15. 15. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  16. 16. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  17. 17. SCREW THAT.
  18. 18. why you won’t be leading:You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  19. 19. You’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  20. 20. perceptionYou’re notgood with thenumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  21. 21. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’tmanaged a bigbudgetYou don’t growthe business
  22. 22. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’t Actually, youmanaged a big dobudgetYou don’t growthe business
  23. 23. perception realityYou’re not You drive allgood with the the numbersnumbersYou haven’t Actually, youmanaged a big dobudgetYou don’t grow But you shouldthe business
  24. 24. Multichannelexperiences willdefine thefuture of UXmanagement
  25. 25. But youre probablynot going to beleading themanagement ofthese multichannelexperiences
  26. 26. Unless you move UXfrom a cost center toan investmentcenter.
  27. 27. So start today bywriting your new jobdescription.
  28. 28. MX Job Description
  29. 29. MX Job Description1. I manage our investments across the customer experience
  30. 30. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience
  31. 31. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  32. 32. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  33. 33. 1. I manage our investments across the customer experienceManage your own (psuedo) P&L.
  34. 34. 1. I manage our investments across the customer experienceManage your own (psuedo) P&L.
  35. 35. 2. I maxim ize the business performance of our current experienceBuild processes to continuouslymeasure and maximize.
  36. 36. 2. I maxim ize the business performance of our current experienceBuild processes to continuouslymeasure and maximize.
  37. 37. 3. I identify the new experiences that help us growMake the future
  38. 38. 3. I identify the new experiences that help us growMake the future
  39. 39. 3. I identify the new experiences that help us growMake the future
  40. 40. 3. I identify the new experiences that help us grow Make the futureperformance time
  41. 41. 3. I identify the new experiences that help us grow Make the futureperformance time
  42. 42. 3. I identify the new experiences that help us grow Make the futureperformance time
  43. 43. 3. I identify the new experiences that help us grow Make the futureperformance time
  44. 44. 3. I identify the new experiences that help us grow Make the futureperformance time
  45. 45. MX Job Description1. I manage our investments across the customer experience2. I maximize th e business performance o f our current experience3. I identify the new experiences that help us grow
  46. 46. The MX Outlook,2011Get out there andlead.
  47. 47. Get out there andlead.
  48. 48. Get out there andlead.

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