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Defining UX
Henken Bean
Presented at PhillyCHI - November 4th, 2013
Henken Bean
Sr. UX Designer, Comcast
I design for web, mobile, TV
home-automation, + service

@henken
What is user experience design?

Is design a conversation?
What is user experience design?

Is design storytelling?
What is user experience design?

Is design empathy?
“ To all of you who can’t wait
for this fascination with
empathy to be over:
I completely get where you are
coming from. #...
What is user experience design?

Design ≠ empathy.
Empathy is something we
should strive for in all
professions.
Right. So what is user experience design?

Design is service.
Why?

A service requires something
to be built.
And it implies a holistic experience.

It is a system or set of tools.
Design is service, so...

Let me tell you a story.
7:52pm
I try to make an ATM withdrawal.
7:57pm
I call the bank ... which number should I call?
7:58pm
I talk to the first representative:

“ Sorry your card
has been closed. ”
WHAT?
But I just got this card...
8:25pm
I call again ... and get an automated voice.

“Sorry we are
closed after 7pm”
WHAT?
But I already talked to
someone after 7pm...
8:27pm
I talk to the second representative.

“Your card is now
unlocked! The other
agent was wrong.”
8:45pm
finally, dinner time...
Hmmm....was this a

Service/design fail?
or was it a....

Service/design opportunity.
Here’s the opportunity:

e-mail alert

confirm it’s me

unlock card
SELF-SERVICE
IS SEXY
Many customers don’t want
to call, they’d rather figure it
out themselves.
Self-service empowers
customers with tools to
help them help + educate
themselves.
Design is service.
@henken
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Defining UX

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Presented at Philadelphia University in November of 2013 for PhillyCHI's panel: "Defining UX."

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Defining UX

  1. 1. Defining UX Henken Bean Presented at PhillyCHI - November 4th, 2013
  2. 2. Henken Bean Sr. UX Designer, Comcast I design for web, mobile, TV home-automation, + service @henken
  3. 3. What is user experience design? Is design a conversation?
  4. 4. What is user experience design? Is design storytelling?
  5. 5. What is user experience design? Is design empathy?
  6. 6. “ To all of you who can’t wait for this fascination with empathy to be over: I completely get where you are coming from. #ImWithYou ” Jared Spool Oct. 13, 2013
  7. 7. What is user experience design? Design ≠ empathy.
  8. 8. Empathy is something we should strive for in all professions.
  9. 9. Right. So what is user experience design? Design is service.
  10. 10. Why? A service requires something to be built.
  11. 11. And it implies a holistic experience. It is a system or set of tools.
  12. 12. Design is service, so... Let me tell you a story.
  13. 13. 7:52pm I try to make an ATM withdrawal.
  14. 14. 7:57pm I call the bank ... which number should I call?
  15. 15. 7:58pm I talk to the first representative: “ Sorry your card has been closed. ”
  16. 16. WHAT? But I just got this card...
  17. 17. 8:25pm I call again ... and get an automated voice. “Sorry we are closed after 7pm”
  18. 18. WHAT? But I already talked to someone after 7pm...
  19. 19. 8:27pm I talk to the second representative. “Your card is now unlocked! The other agent was wrong.”
  20. 20. 8:45pm finally, dinner time...
  21. 21. Hmmm....was this a Service/design fail?
  22. 22. or was it a.... Service/design opportunity.
  23. 23. Here’s the opportunity: e-mail alert confirm it’s me unlock card
  24. 24. SELF-SERVICE IS SEXY
  25. 25. Many customers don’t want to call, they’d rather figure it out themselves.
  26. 26. Self-service empowers customers with tools to help them help + educate themselves.
  27. 27. Design is service. @henken

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