Features Aren't Experiences

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Presentation at UX Joburg. It's a discussion about the big picture of 'experience' - looking beyond features to the human condition, the designers consciousness and the nuances of how this emerges in the iterative design process.

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  • The Anatomy Lesson of Dr. Nicolaes Tulp, by Rembrandt. 1632
  • The Anatomy Lesson of Dr. Nicolaes Tulp, by Rembrandt. 1632
  • Conversations about features is like the tale wagging the dog…
  • Like a pot of gold at the end of a rainbow…
  • Let’s deconstruct MTN
  • What we’re told vs. what we experience
  • Call centre
  • And relationship
  • When I’m abroad
  • When I’m out of range
  • Seamless integration of features into the environment is super powerful
  • Seamless integration of features into the environment is super powerful
  • i.e. we can measure the effectiveness of features (the time it takes and whether a user can successfully complete a task)
  • i.e. we can measure the effectiveness of features (the time it take and whether a user can successfully complete a task)
  • Organising features can be powerful and effective
  • Organising features can be powerful and effective
  • Organising features can be powerful and effective
  • Organising features can be powerful and effective
  • The human condition
    Damien Hurst’s shark – The Impossibility of Death in the Mind of Someone Living
  • Jake and Dinos Chapman. Diorama detail from the exhibition ‘Come and See’
  • Martin Creed. Dead Dad
  • Rationality and reasoning. Philosophy; Aristotle…
  • Mental models…Rick Ross, Ladder Chapter (Fifth Discipline Fieldbook, by Peter Senge et al)
  • Alan Greenspan, American economist, who served as Chairman of the Federal Reserve of the United States from 1987 to 2006…the Naturalistic Fallacy
  • Occupy Wall Street demonstrations
  • Behavioural economics and cognitive bias (image: Edward Appleton)
  • Meaning (Martin Creed again)
  • Belief: Flat earth society. Common sense tells us the world is flat!
  • Belief
  • Emotions: Hassenzahl
  • Perception
  • Perception
  • Paradigms: politics & values
  • Paradigms: economics
  • Paradigms: culture
  • Paradigms: history
  • Time and place: colonialism
  • Time and place: colonial infrastructure
  • Scales of relationships… watercooler, weekend friends, four times a year friends, once every six years friends
    From broad and shallow to narrow and deep
  • Developing personal consciousness…
  • Becoming comfortable with complexity…a skill to stay calm
  • Resist reduction. SA is the ultimate bootcamp for living with diversity and complexity.
  • Matrix from: http://www.usefulusability.com/14-usability-testing-tools-matrix-and-comprehensive-reviews/
  • The stages through iterative testing. Low, medium to high fidelity
  • Our interpretation of findings from testing is limited by our sensitivity to people, diversity and imagination
  • Our interpretation of findings from testing is limited by our sensitivity to people, diversity and imagination
  • The story of how the folks at Apple went through a prototype / testing cycle over multiple continuous days until the developer had an epiphany and solved the whole thing overnight.
  • Gestalt
  • Gestalt: the sum is greater than the parts
  • e.g. making ONE interface work for four personae
  • Features Aren't Experiences

    1. 1. Features aren’t experiences Features aren’t experiences By Jason Hobbs for UX Joburg, 31st January 2015 @jhobbs_za
    2. 2. Features aren’t experiences Features aren’t experiences By Jason Hobbs for UX Joburg, 31st January 2015 @jhobbs_za
    3. 3. This is not a ‘how to’ presentation.
    4. 4. In fact, that’s what’s been bugging me.
    5. 5. To me, it’s like a return to the 1990’s when all our conversations were about how to build stuff.
    6. 6. And we’d been making such progress with asking why, and for whom…
    7. 7. What we’re told vs. what we experience
    8. 8. The many faces of the website
    9. 9. My phone and the network
    10. 10. Other channels
    11. 11. Language across the ecosystem
    12. 12. Dealerships Dealerships
    13. 13. Finance, servicing, downtime, replacements, upgrades, insurance…
    14. 14. When I’m abroadBeing abroad
    15. 15. Or out of rangeOut of signal range
    16. 16. Making features work is a usability thing
    17. 17. Making features work is a usability thing
    18. 18. But even then, how far do we take this?
    19. 19. JOINING INFORMATION SEEKING CONTENT SEEKING ADVICE SEEKING MONITORING TRANSACTING NETWORKING ADVOCATING PRODUCT ADDING FEEDING BACK SHARING / DELEGATING CHANNEL MANAGEMENT RELATIONSHIP MANAGEMENT COMMS MANAGEMENT ACCOUNT MANAGEMENT LEAVING
    20. 20. Organising features can be powerful and effective
    21. 21. CONSUMER UPTAKE THROUGH THE LIFECYCLE POWER USER & ADVOCATE EXPLORATION &EXTENDED USE TRIAL & REPEAT FIRST TIME USER ONLINE PLAN BOOK BEFORE YOU FLY AFTER YOUR TRIP Voyager (awards) Save itinerary Specials, tour and packages Create itinerary Hotel Car Book with miles Book with miles Book Seat and meal Self service baggage check in Self service check in Review miles Respond to Voyager specials Redeem Miles Join Voyager Unmanaged business Manage my booking (partial) Manage my booking (Full) Online check in Voyager (upgrade) Voyager (awards) Dynamic packaging E-ticket Advocacy Miles for friends AT THE AIRPORT
    22. 22. HOME | ABOUT SAA | DIVISIONS > CHANGE LANGUAGE/REGION << Back to searchSpecials | Packages | Your Mileage | Book a Flight | Book a Car | Book a Hotel LOGIN VOYAGER username ***** Why Voyager? FAQs | Browser Requirements | Policies and Disclaimer | About Security BOOK BEFORE YOU FLY AFTER YOUR TRIP BUSINESS TRAVEL A STAR ALLIANCE MEMBER PLAN SPECIALS & TOURS | DESTINATIONS | ROUTES | SCHEDULES | CAR HIRE | ACCOMMODATION CUSTOMER SERVICES New to us: Why SAA? First time flyer? Primary content area PLAN with Voyager Your mileage: 53 000 > Book with miles > where can I go? > Calculator > Update your details PLAN AN ITINERARY Select a destination: London Tours & packages Care hire Accommodation SEARCH Or Get ideas based on your budget R GO > Have you thought about…? Join Voyager | Plan an Itinerary | Ideas based on your budget 1. 2. 3. 3. & 4. 1. First time user 2. Trial and repeat use 3. Exploration & extended use 4. Power user & advocate
    23. 23. This is all good. We are moving beyond features to experience. We’re starting to look at: • the spaces between features • and the kinds of connections that exist between features • and the systems in which they operate (those internal and external to the service provider)
    24. 24. But how do we start to unpack what experience is?
    25. 25. The human condition
    26. 26. The irrational (Alan Greenspan)
    27. 27. Emotion (Hassenzahl)
    28. 28. Autonomy / independence Competence / effectance Relatedness / belongingness Self-actualising / meaning Security / control Money / luxury Influence / popularity Physical thriving / bodily Self-esteem / self respect Pleasure / stimulation
    29. 29. A good place to start? Become very sensitive to your relationship to things.
    30. 30. DAY-TO-DAY FRIENDS WEEKEND FRIENDS TWICE-A-YEAR FRIENDS BIANNUAL FRIENDS
    31. 31. Developing your design consciousness
    32. 32. What is your history? What are your politics? What are your economics? What is your culture? What kind of society would you like to live in? What is your context of use? Are you an early, mid or late adopter? Are you hands-on, disconnected or impulsive? What are your routines? What do you hold dear? What do you hate in other people? What makes you envious? What did you believe differently as a child? What do you turn to in despair? What makes you dance spontaneously? How do you like architecture to make you feel? What do you base your judgements of others on? What would you write a book about? What kind of personae are you? How is this different to other people?
    33. 33. Develop an intuition for recognising when simple things are simple and when they are hiding complexity.
    34. 34. CODEFIDELITY GRAPHICAL FIDELITY
    35. 35. CODEFIDELITY GRAPHICAL FIDELITY
    36. 36. CODEFIDELITY GRAPHICAL FIDELITY
    37. 37. CODEFIDELITY GRAPHICAL FIDELITY
    38. 38. CODEFIDELITY GRAPHICAL FIDELITY
    39. 39. Our interpretation of findings from testing is limited by our sensitivity to people, diversity and our own imagination
    40. 40. 1 + 1 = 3
    41. 41. The art of UX is pulling all these threads together and crafting it into something special.
    42. 42. The art of UX is pulling all these threads together and crafting it into something special. The journey from features to experiences.
    43. 43. Thank you. www.jh-01.com www.humanexperiencedesign.net www.fennhobbs.com @jhobbs_za
    44. 44. ARCHITECTING HAPPINES 21st of February 2015

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