We’ve Never Had it So Good John Walsh UX Australia 26th August 2011
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
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
Booking travel- Something we’ve all done- Many people will have traveled here this week- Think of the experience as it is today
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?
1981 = 9 8- Almost all technology today doesn’t exist- Hands up if you feel old?!?
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?
More opportunities To engage To surprise & delight To innovate- FOR US:- To go beyond consumer expectations- This is what excites me!
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
Advances in technology improve experiences- It becomes clear how much when we take that technology away- What about expectations then?
What does technology do to our Expectations?- More Louis!- Demonstrates how tech shapes our expectations- The sense of entitlement technology gives us
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
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?
Meet expectations Conceive well Integrate seamlessly Execute ﬂawlessly- This is the minimum we should be doing- Behind the scenes: minimise errors etc.
Exceed expectations Surprise & delight InnovateFOR US:- This is what excites me - as a consumer & UX person
? The past Today The future- Where would we be without today’s technology?- What’s next?
Thanks! @jammylammy UX Australia 26th August 2011- Questions?