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Designing Cross-channel user experiences

Talk at UX Brighton 2011, describing the motivation for cross-channel design, the role of pervasive information architectures, and focusing on place-making and correlation.

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Andrea Resmini – UXBrighton 2011
Pervasive Information Architecture
Designing Cross-channel User Experiences




              Photo: Gotan Project, gotanproject.com
ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE




      A brief personal anecdote
ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
        On my way to Brighton
ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
        The whole is more than the sum of its parts




 “Customers interact with (the)
brand: they don’t care about the
           channel”

               Jess McMullin & Samantha Starmer
ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  Multi-channel vs cross-channel

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Designing Cross-channel user experiences

  • 1. Andrea Resmini – UXBrighton 2011 Pervasive Information Architecture Designing Cross-channel User Experiences Photo: Gotan Project, gotanproject.com
  • 2. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A brief personal anecdote
  • 3. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE On my way to Brighton
  • 4. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The whole is more than the sum of its parts “Customers interact with (the) brand: they don’t care about the channel” Jess McMullin & Samantha Starmer
  • 5. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 6. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Multi-channel vs cross-channel
  • 7. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Product design becomes experience design From the Manifesto of Pervasive Information Architecture
  • 8. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A simple task: write or send a message
  • 9. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 10. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 11. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE BYU EDU (news.byu.edu)
  • 12. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 13. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 14. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE One task, many interfaces
  • 15. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Self check-in on my mobile
  • 16. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Self check-in at CPH
  • 17. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Messages have no medium
  • 18. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE As products are weaved into complex experiences, we struggle for meaning and closure
  • 19. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The information architecture is the sense-making layer
  • 20. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The Name of the Rose
  • 21. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In the novel
  • 22. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In the movie
  • 23. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Cognitive continuity is not visual nor sensory continuity
  • 24. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Interfaces Touch-points Information architecture
  • 25. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Reduction Correlation Place-making Consistency Resilience Cross-channel heuristics
  • 26. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Reduction Correlation Place-making Consistency Resilience Cross-channel heuristics
  • 27. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Place-making
  • 28. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE A map of Cambridge
  • 29. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE We are physical beings
  • 30. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Space and place are two very different things
  • 31. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Place
  • 32. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 33. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 34. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE What we bring into pervasive architectures is the idea of place
  • 35. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE d resmini boss not here. Let's go play cricket!
  • 36. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In your room with a friend http://www.flickr.com/photos/46037115@N04/4233027629/
  • 37. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE @resmini boss not here. Let's go play cricket!
  • 38. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In a stadium in front of a crowd http://gm25liveen.web-log.nl/george_michael_25_live_en/blog/index.html
  • 39. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Place-making reduces disorientation and increases legibility and way-finding. Makes us feel at home.
  • 40. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Correlation
  • 41. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Vincent Vega And Marsellus Wallace's Wife The Golden Watch The Bonnie Situation
  • 42. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Interlacement
  • 43. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The frenzy of Orlando
  • 44. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE
  • 45. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Vincent and Butch
  • 46. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE The Texas Chainsaw Massacre
  • 47. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Ronconi's Orlando
  • 48. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE Correlation suggest relevant connections among pieces of information, services, and goods to help users achieve explicit goals or stimulate latent needs
  • 49. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE It provides seamless interlacement in-channel and across all channels
  • 50. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE In channel Correlation Across channels
  • 51. ANDREA @RESMINI :: PERVASIVE INFORMATION ARCHITECTURE http://pervasiveia.com/