1. We’ve Never Had it
So Good
John Walsh
UX Australia
26th August 2011

2. Senior Interaction Designer
&
Technology geek
- Been working in the digital space for 12 years
- Seen lots of change in 12 years - both in our space & the tech world
- We’re all users of technology
- We all care about UX

3. 1968 2011
- Encapsulates the pace of change
- Today’s impression of tomorrow’s technology can sometimes miss the mark
- “Wow, that’s amazing - look what we can do”
- What we have lets us do so much more
- I see technology as an enabler; of us, of better experiences
- Wanted to explore technology’s impact on those experiences

4. Experiences
&
Expectations

5. Technology’s impact on our
Experiences

6. Booking travel
- Something we’ve all done
- Many people will have traveled here this week
- Think of the experience as it is today

7. Latest Travel News
Online Booking
Destination Reviews Aggregation
Flight Tracker Forums
Price Alerts
Research Book Prepare Go
Social Media
Smartphones TV
RSS
Computers
The Internet
Tablets Broadband Connection
- A simple representation of the experience
- Think of the different technologies you use
- What’s the experience like without this technology?

8. 1981
= 9 8
- Almost all technology today doesn’t exist
- Hands up if you feel old?!?

9. Research Book Prepare Go

10. Research Book Prepare Go
• Destination
• Price
• Package/DIY
- A longer, less convenient experience compared to today

11. Research Book Prepare Go
• Paperwork
• Payment
• Visa
- Pen & paper
- Payment is physical
- Visa is physical

12. Research Book Prepare Go
• Insurance
• Vaccinations
• Currency
- Shop around?
- No wikipedia
- Good price for currency?

13. Research Book Prepare Go
• Delays
• Changes
• Check-in
- Changes in flight details

14. Research Book Prepare Go
- Fair to say the experience is better, more convenient, faster today - because of tech

15. - Another experience made better by tech - your experience now!

16. We’ve Never Had it
So Good
- But we probably only realise it when tech is taken away

17. Louis CK
- Only when we look back do we realise how things have changed

18. http://www.youtube.com/watch?v=itn8TwFCO4M

19. Advances in technology
improve experiences

20. Enables
Technology Empowers
Enhances
- Better, more convenient ways of doing things
- Us as consumers
- The overall experience
- What does this mean for us as people who care about UX?

21. More opportunities
To engage
To surprise & delight
To innovate
- FOR US:
- To go beyond consumer expectations
- This is what excites me!

22. ATMs
Mobile Apps
SMS
Websites
Aggregation Services
Call Centres
More touchpoints
Email
Smartphones
Social Media
Tablets
(Push) Alerts TV
- FOR US & BUSINESS STAKEHOLDERS:
- More ways of making things better
- Improving experiences

23. Advances in technology
improve experiences
- It becomes clear how much when we take that technology away
- What about expectations then?

24. What does technology do to our
Expectations?
- More Louis!
- Demonstrates how tech shapes our expectations
- The sense of entitlement technology gives us

25. http://www.youtube.com/watch?v=itn8TwFCO4M

26. Consumers expect technology
to be there
- Would you buy a flight from an airline that had no online booking capabilities?
- Bank with no IB?
- If it’s not there, it affects the experience & therefore our perceptions

27. Consumers expect technology
to work
“Gah!”
- How many ‘give it a second’ moments do you have?
- How often does tech frustrate you?
- When it doesn’t, again it affects the experience & therefore our perceptions
- What does this mean for us as UX people?

28. Meet expectations
Conceive well
Integrate seamlessly
Execute flawlessly
- This is the minimum we should be doing
- Behind the scenes: minimise errors etc.

29. Exceed expectations
Surprise & delight
Innovate
FOR US:
- This is what excites me - as a consumer & UX person

30. ?
The past Today The future
- Where would we be without today’s technology?
- What’s next?

31. Thanks!
@jammylammy
UX Australia
26th August 2011
- Questions?