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The Future of User Experience


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I forgot to upload this presentation I prepared for Brighton Barcamp in 2009 after the DConstruct conference.

The Future of User Experience

  1. 1. The future of User Experience Brighton BarCamp 2009 Jason Mesut Experience Director The Team
  2. 2. What kind of audience do we have here? Agency/consultancy Charity Commercial organisation Developers Business people Designers UX Pros
  3. 3. What i’ll talk about today Looking back Looking forward Pushing forward
  4. 4. Looking back Looking back Looking forward Pushing forward
  5. 5. Initial emergence Looking back Mainstream practice Products Software Web 1.0 Web 2.0 Mobile Desktop integration web 2.0 Connected devices Digital services Ergonomics Usability engineering User Experience UX and analytics Experience planning Service Design
  6. 6. Looking back Excitement We need to compete + e in the ‘domain of a nc rm delight’ where latent rfo (unspoken) needs Pe User Experience live is becoming a performance Product factor functionality Basic Usability is a hygiene factor - Customer satisfaction Kano model
  7. 7. Looking forward Looking back Looking forward Pushing forward
  8. 8. Future forces, driving us forwards Higher customer expectation Convergent technologies A Designing for austerity/ Z sustainability Quests for happier lives
  9. 9. Future barriers, holding us back Higher customer expectation Invaders to the market Convergent technologies Organisational change A Designing for austerity/ Z sustainability Poor quality in the industry Reduced costs Fickle talent
  10. 10. Physical and digital products/services will get closer to each other and to our needs Digital D P Physical H Human
  11. 11. Closer feedback loops and better interaction with people Digital D ‣ Perpetual beta ‣ Beyond gestural - even more natural ‣ Greater meaning from data ‣ Swing between more social, and going dark H Human
  12. 12. People are thinking about D P digital services over websites H ‣ Website not your product ‣ Syndication and aggregation ‣ Beautiful seams over seamless utopia ‣ Desktop, mobile, web, other device NHS Pregnancy Desktop
  13. 13. Single view of D P customer is Personal details Financial history H nirvana, but Purchase behaviour CRM is failing Product/service usage Health record Social behaviour
  14. 14. New concepts will D P Personal details turn CRM on its Financial history H head Purchase behaviour Product/service usage Health record Social behaviour Concepts like Vendor Relationship VRM Management turn CRM on its head by allowing the user to own and protect their data, releasing the right chunks to different vendors under their control
  15. 15. Physical and Digital talking the same language ‣ Single devices, multiple platforms ‣ Greater open standards between physical and digital products or services ‣ Devices will become more connected to each other and to digital services Digital D P Physical
  16. 16. Physical devices are becoming more D P connected - converging H 02 Joggler Frontier Silicon digital radio
  17. 17. D P or diverging... H Baker tweet - tweets followers when pastries are ready
  18. 18. A change to physical products P Physical ‣ Hardware designed to last ‣ Modular physical updates ‣ Continual firmware updates ‣ Users making products themselves H ‣ A counter-trend against screen UI Human
  19. 19. D P User-makers H Co-design your own object with, from Digital Forming article6804468.ece Different user interpretations of Monome - a musical interface based on Open Source hardware, software and protocols
  20. 20. D P Away from screen UI H Generic forms - LCD dominant devices, limited affordance
  21. 21. D P more tactile interfaces H Push button interfaces with LED Banks of knobs - feedback - Monome Behringer Midi controller
  22. 22. We will need integrated and holistic thinking ‣ Holistic around behaviours and product/ service interactions ‣ Work closer with other disciplines D P ‣ Media and channel-neutral strategists ‣ Still striving for great user experience H
  23. 23. D P People are getting more power H ‣ Co-design ‣ Amateurisation of design ‣ Crowdsourcing of ideas ‣ The democratisation of brand and design is rocking our foundations - can it really be sustained?
  24. 24. D P Everyone doing UX design H ‣ Sometimes better than the User Experience specialists ‣ Designers of all types - product, graphic, architects ‣ Developers, engineers ‣ Marketers, brand strategists, management consultants ‣ Savvy clients
  25. 25. D P ...calling it something else... H ‣ ...Service design, or Multi-channel experience design Like User Experience, but... ‣ Considers the experience across all touchpoints (web, call-centre, direct marketing, face-to-face) ‣ Enforces co-design between user and agent ‣ Fuelled through observational ethnographically-derived techniques
  26. 26. Pushing forward Looking back Looking forward Pushing forward
  27. 27. User Experience industry needs to adapt ‣ Keep searching for that sweet spot between customers needs, and a company’s capabilities ‣ Embrace other disciplines and the ‘Big idea’ ‣ Focus more on back of stage - broadening empathy to spread to staff and their processes ‣ Build on the foundations of User Experience and User-Centred Design ‣ Specialise more
  28. 28. We’ll all still have to find that sweet spot
  29. 29. ‘Big Ideas’ will help provide stronger foundations...
  30. 30. help us come up with great ideas, not just implement and optimise good ones...
  31. 31. filter, prioritise, defend and better engage 1 2 3 4 5 Filter Prioritise Defend Engage
  32. 32. We will still need a balance of empathy... Business Successful products and services Great brand/user experience Great design Users Technology
  33. 33. ...but we need to care more about staff Business Users Technology Staff
  34. 34. ...and their processes Business Users Technology Staff Process
  35. 35. focusing on back of stage as much as front Stage Better data People that care Intelligent systems Sustainable and evolving processes
  36. 36. Need to build on UX foundations
  37. 37. ...teams will need the same tri-core of talent Creative Consulting, Project management, planning, client close collaboration, services efficient processes, design patterns Experience Technology Architecture
  38. 38. ...potentially with more roles Creative Digital Business Planning Analysis Change Mgt Experience Architecture Technology
  39. 39. ...more observation to uncover latent needs Observational research
  40. 40. ...more collaborative sketching (scamping) Collaborative scamping
  41. 41. ...paper prototyping for early insights Paper prototyping
  42. 42. ...interactive prototyping for finessing Interactive prototyping
  43. 43. ...less detailed specification for basics
  44. 44. UX pros. will need to raise their game ‣ Teach others the basics ‣ Specialise more ‣ Prove the value of their work more ‣ Open their minds to brand, marketing and strategy consulting ‣ Learn from enthusiastic designers, developers
  45. 45. Do less better - specialise more ‣ Information Architecture ★ Service Design ‣ Interaction Design ★ Physical device interaction design ‣ Experience Strategy ★ Digital interaction design ‣ User Research ★ Experience planning ★ Multi-channel experience strategy ★ Product management
  46. 46. Conclusion The world is continuing to change around User Experience: ‣ Physical, digital and human interactions are becoming more harmonious ‣ Digital service thinking is replacing ‘website redesign’ thinking ‣ More disciplines are getting involved in User Experience The User Experience industry needs to: ‣ Embrace other disciplines ‣ Build on foundations of User Experience and User Centred Design (UCD) ‣ Specialise more - do less better
  47. 47. Thank you Jason Mesut Experience Director The Team jasonmesut