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Connecting the dots of user experience
      The design of interactive systems


                February 2009

               Gianluca Brugnoli
                  frogdesign
DECONSTRUCTING THE MACHINE: THE SYSTEM PARADIGM


Traditionally interaction design is centered on the
relation of a man with a machine or a service, where
(usually) goals and sphere of action are well defined.



What happen if the “machine” is broken down into a
network made of services and distributed applications?

What happen if interaction is no longer based on
functional and clear goals, but becomes an open and
borderless experience where the main goal is living the
experience itself?


                                                          2 
Experience is a conversation




             Many locations
            Many situations
             Many channels
           One conversation




                               3 
Experience is
what we can remember
what we learn
Experience is meaning




Source: Stephen P. Anderson
                              4 
CONTENT IS GETTING INDEPENDENT FROM THE MEDIA

According to the annual CENSIS* report about media
consumption in Italy in 2005, teenage users don’t mind
about the media used to enjoy contents (music and
information).
Contents are streams they freely catch where possible
with any media available.

Media are getting undi erentiated for the user
experience.

Context and user intentions makes the
di erence.

*CENSIS, from the 1964, is the main Italian social study and research public foundation. http://www.censis.it/
                                                                                                                 5 
Media are getting unspecialized




                                  6 
Media are getting unspecialized




local       mobile            local       online




                                                   7 
Content is in the air




                        10 
Content is in the air
Experience: Music


                 Many sources
                 Many players
                 Many services
                One experience




                                 12 
Example: the photo experience
Photography eco-system map
                  Web application
                                                         Mobile media player
                  Photo sharing on
                  the web


  Camera phone
                                                                                 Mobile phone




                   Desktop application                                         Media center

 Digital camera


                                                                      Print
                                         Digital frame


                                                                                              14 
Photography eco-system map
                  Web application
                                                         Mobile media player
                  Photo sharing on
                  the web
                                                share
  Camera phone
                                                                                 Mobile phone




      capture         manage
                                             publish / view

                   Desktop application                                         Media center

 Digital camera


                                                                      Print
                                         Digital frame


                                                                                              15
Photography eco-system map
                  Web application
                                                           Mobile media player
                  Photo sharing on
                  the web

                                     public distribution
  Camera phone
                                                                                   Mobile phone




                                     private distribution
                   Desktop application                                           Media center

 Digital camera


                                                                        Print
                                           Digital frame


                                                                                                16
Photography eco-system map
                  Web application
                                                         Mobile media player
                  Photo sharing on
                  the web
                                                            outdoor
  Camera phone
                                                                                 Mobile phone
                                     indoor


        outdoor

                   Desktop application                                         Media center
                                         living room
 Digital camera


                                                                      Print
                                         Digital frame


                                                                                              17
User scenarios



  a:                   +                       +
       T exports his
        om                   he retouches it and      …and transfers the new
       photo on is laptop    saves a new              photo on a digital frame
                             version…                 at home.




  b:                         +                        +
        T exports his
         om                                               He show o the
                             He uploads it on
        photo on is laptop                                photo to a friend in a
                             Flickr adding few tags
                                                          pub using mobile
                                                          web

                                                                                   18
User scenarios



  a:                  + configurations
                              +
              Di     erent
       T exports his
        om
                 Di erent interfaces transfers the new
                       he retouches it and …and
       photo on is laptop
                       saves a new         photo on a digital frame
                       version…            at home.
                 Di erent contexts
                Di erent interactions
                  Di erent results
  b:                         +                        +
        T exports his
         om                                               He show o the
                             He uploads it on
        photo on is laptop                                photo to a friend in a
                             Flickr adding few tags
                                                          pub using mobile
                                                          web

                                                                                   19
Photography Customer Journey

                          Main user actions / intentions
                                                  manage                    share
                              capture                      publish / view
Touchpoints
 Digital camera

 Mobile phone

 PC application

 Web site / application

 Portable mediaplayer

 Print media

 Home mediacenter / TV
Connecting the dots - 1

                          Main user actions / intentions
                                                  manage                    share
                              capture                      publish / view
Touchpoints
 Digital camera                     1

 Mobile phone
                          persona
 PC application                                       2

 Web site / application                                          3           4

 Portable mediaplayer

 Print media

 Home mediacenter / TV




                                                                                    21
Connecting the dots - 2

                          Main user actions / intentions
                                                  manage                    share
                              capture                      publish / view
Touchpoints
 Digital camera

 Mobile phone                       1


 PC application           persona

 Web site / application                                          2

 Portable mediaplayer

 Print media                                                     3


 Home mediacenter / TV




                                                                                    22
Connecting the dots - 3

                          Main user actions / intentions
                                                  manage                    share
                              capture                      publish / view
Touchpoints
                                                                  on the move
 Digital camera

 Mobile phone                                                    5

                                                      4
 PC application

 Web site / application                                                         1
                                                      3                                persona

                                                                 2
 Portable mediaplayer
                                             home                               o ce
 Print media
                                                           living room
 Home mediacenter / TV




                                                                                          23 
Design considerations
Many entry points are possible
In the system there are many entry points where the user can initiate
the interaction, following context, situation and other needs and goals.


There is no one best way
Interaction and task flow doesn’t always follow one single optimal
process, but is the combination of various partial and occasional actions
accomplished by the user with di erent tools in di erent context.


Design for connections
In the system scenario, design is mainly focused on finding the
connections with the whole network, than in creating closed and self-
su cient systems, tools and services. Connections are social and
cultural assets, other than technical.

                                                                            24
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is
    more important than the parts.
    Moreover, the intelligence of the platform is more
    important than the intelligence of the single device,
    which could be replaced or completed.




                                                                 25
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is more important than the parts.
    Moreover, the intelligence of the platform is more important than that of the single
    device, which could be replaced or completed.

2.  Results are not delivered by a single device.
    They are the arrival point of a fragmented and random
    interaction flow which goes through many devices and
    di erent situations.




                                                                                            26
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is more important than the parts.
    Moreover, the intelligence of the platform is more important than that of the single
    device, which could be replaced or completed.

2.  Results are not delivered by a single device. They are the arrival point of a fragmented
    and random interaction flow which goes through many devices and di erent situations.

3.  The architecture of the system becomes a key design
    challenge. Before focusing on the capabilities and on the
    features of a single device, the design should start from
    the organization of the system, and from the possible
    relationships and connections between the parts which
    can be activated by the user action.




                                                                                                27 
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is more important than the parts.
    Moreover, the intelligence of the platform is more important than that of the single
    device, which could be replaced or completed.

2.  Results are not delivered by a single device. They are the arrival point of a fragmented
    and random interaction flow which goes through many devices and di erent situations.
3.  The architecture of the system becomes a key design challenge. Before focusing on the
    capabilities and on the features of a single device, the design should start from the
    organization of the system, and from the possible relationships and connections
    between the parts which can be activated by the user action.

4.  Device’s features and use follow its role within the system,
    which changes continuously in a opportunistic and
    situated way following the di erent contexts and user
    situations.




                                                                                                28 
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is more important than the parts.
    Moreover, the intelligence of the platform is more important than that of the single
    device, which could be replaced or completed.

2.  Results are not delivered by a single device. They are the arrival point of a fragmented
    and random interaction flow which goes through many devices and di erent situations.
3.  The architecture of the system becomes a key design challenge. Before focusing on the
    capabilities and on the features of a single device, the design should start from the
    organization of the system, and from the possible relationships and connections
    between the parts which can be activated by the user action.
4.  Device’s features and use follow its role within the system, which changes continuously
    in a opportunistic and situated way following the di erent contexts and user situations.

5.  Tasks and processes depend on the connections and on
    the parts combined by the user within the system.
    Primary and secondary features switch continuously
    following user interaction, also in a occasional and
    opportunistic way.
                                                                                            29
Connecting the dots
1.  For a positive and fulfilling user experience, the whole is more important than the parts.
    Moreover, the intelligence of the platform is more important than that of the single
    device, which could be replaced or completed.

2.  Results are not delivered by a single device. They are the arrival point of a fragmented
    and random interaction flow which goes through many devices and di erent situations.
3.  The architecture of the system becomes a key design challenge. Before focusing on the
    capabilities and on the features of a single device, the design should start from the
    organization of the system, and from the possible relationships and connections
    between the parts which can be activated by the user action.
4.  Device’s features and use follow its role within the system, which changes continuously
    in a opportunistic and situated way following the di erent contexts and user situations.
5.  Tasks and processes depend on the connections and on the parts combined by the user
    within the system. Primary and secondary features switch continuously following user
    interaction, also in a occasional and opportunistic way.

6.  Users are always in the center: they are the protagonist
    which freely and actively connect the dots, selecting and
    putting together the di erent pieces of the system.
                                                                                                30 
Grazie
Thank you
  Danke
  Merci

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Brugnoli System Ux

  • 1. Connecting the dots of user experience The design of interactive systems February 2009 Gianluca Brugnoli frogdesign
  • 2. DECONSTRUCTING THE MACHINE: THE SYSTEM PARADIGM Traditionally interaction design is centered on the relation of a man with a machine or a service, where (usually) goals and sphere of action are well defined. What happen if the “machine” is broken down into a network made of services and distributed applications? What happen if interaction is no longer based on functional and clear goals, but becomes an open and borderless experience where the main goal is living the experience itself? 2 
  • 3. Experience is a conversation Many locations Many situations Many channels One conversation 3 
  • 4. Experience is what we can remember what we learn Experience is meaning Source: Stephen P. Anderson 4 
  • 5. CONTENT IS GETTING INDEPENDENT FROM THE MEDIA According to the annual CENSIS* report about media consumption in Italy in 2005, teenage users don’t mind about the media used to enjoy contents (music and information). Contents are streams they freely catch where possible with any media available. Media are getting undi erentiated for the user experience. Context and user intentions makes the di erence. *CENSIS, from the 1964, is the main Italian social study and research public foundation. http://www.censis.it/ 5 
  • 6. Media are getting unspecialized 6 
  • 7. Media are getting unspecialized local mobile local online 7 
  • 8.
  • 9.
  • 10. Content is in the air 10 
  • 11. Content is in the air
  • 12. Experience: Music Many sources Many players Many services One experience 12 
  • 13. Example: the photo experience
  • 14. Photography eco-system map Web application Mobile media player Photo sharing on the web Camera phone Mobile phone Desktop application Media center Digital camera Print Digital frame 14 
  • 15. Photography eco-system map Web application Mobile media player Photo sharing on the web share Camera phone Mobile phone capture manage publish / view Desktop application Media center Digital camera Print Digital frame 15
  • 16. Photography eco-system map Web application Mobile media player Photo sharing on the web public distribution Camera phone Mobile phone private distribution Desktop application Media center Digital camera Print Digital frame 16
  • 17. Photography eco-system map Web application Mobile media player Photo sharing on the web outdoor Camera phone Mobile phone indoor outdoor Desktop application Media center living room Digital camera Print Digital frame 17
  • 18. User scenarios a: + + T exports his om he retouches it and …and transfers the new photo on is laptop saves a new photo on a digital frame version… at home. b: + + T exports his om He show o the He uploads it on photo on is laptop photo to a friend in a Flickr adding few tags pub using mobile web 18
  • 19. User scenarios a: + configurations + Di erent T exports his om Di erent interfaces transfers the new he retouches it and …and photo on is laptop saves a new photo on a digital frame version… at home. Di erent contexts Di erent interactions Di erent results b: + + T exports his om He show o the He uploads it on photo on is laptop photo to a friend in a Flickr adding few tags pub using mobile web 19
  • 20. Photography Customer Journey Main user actions / intentions manage share capture publish / view Touchpoints Digital camera Mobile phone PC application Web site / application Portable mediaplayer Print media Home mediacenter / TV
  • 21. Connecting the dots - 1 Main user actions / intentions manage share capture publish / view Touchpoints Digital camera 1 Mobile phone persona PC application 2 Web site / application 3 4 Portable mediaplayer Print media Home mediacenter / TV 21
  • 22. Connecting the dots - 2 Main user actions / intentions manage share capture publish / view Touchpoints Digital camera Mobile phone 1 PC application persona Web site / application 2 Portable mediaplayer Print media 3 Home mediacenter / TV 22
  • 23. Connecting the dots - 3 Main user actions / intentions manage share capture publish / view Touchpoints on the move Digital camera Mobile phone 5 4 PC application Web site / application 1 3 persona 2 Portable mediaplayer home o ce Print media living room Home mediacenter / TV 23 
  • 24. Design considerations Many entry points are possible In the system there are many entry points where the user can initiate the interaction, following context, situation and other needs and goals. There is no one best way Interaction and task flow doesn’t always follow one single optimal process, but is the combination of various partial and occasional actions accomplished by the user with di erent tools in di erent context. Design for connections In the system scenario, design is mainly focused on finding the connections with the whole network, than in creating closed and self- su cient systems, tools and services. Connections are social and cultural assets, other than technical. 24
  • 25. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than the intelligence of the single device, which could be replaced or completed. 25
  • 26. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than that of the single device, which could be replaced or completed. 2.  Results are not delivered by a single device. They are the arrival point of a fragmented and random interaction flow which goes through many devices and di erent situations. 26
  • 27. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than that of the single device, which could be replaced or completed. 2.  Results are not delivered by a single device. They are the arrival point of a fragmented and random interaction flow which goes through many devices and di erent situations. 3.  The architecture of the system becomes a key design challenge. Before focusing on the capabilities and on the features of a single device, the design should start from the organization of the system, and from the possible relationships and connections between the parts which can be activated by the user action. 27 
  • 28. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than that of the single device, which could be replaced or completed. 2.  Results are not delivered by a single device. They are the arrival point of a fragmented and random interaction flow which goes through many devices and di erent situations. 3.  The architecture of the system becomes a key design challenge. Before focusing on the capabilities and on the features of a single device, the design should start from the organization of the system, and from the possible relationships and connections between the parts which can be activated by the user action. 4.  Device’s features and use follow its role within the system, which changes continuously in a opportunistic and situated way following the di erent contexts and user situations. 28 
  • 29. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than that of the single device, which could be replaced or completed. 2.  Results are not delivered by a single device. They are the arrival point of a fragmented and random interaction flow which goes through many devices and di erent situations. 3.  The architecture of the system becomes a key design challenge. Before focusing on the capabilities and on the features of a single device, the design should start from the organization of the system, and from the possible relationships and connections between the parts which can be activated by the user action. 4.  Device’s features and use follow its role within the system, which changes continuously in a opportunistic and situated way following the di erent contexts and user situations. 5.  Tasks and processes depend on the connections and on the parts combined by the user within the system. Primary and secondary features switch continuously following user interaction, also in a occasional and opportunistic way. 29
  • 30. Connecting the dots 1.  For a positive and fulfilling user experience, the whole is more important than the parts. Moreover, the intelligence of the platform is more important than that of the single device, which could be replaced or completed. 2.  Results are not delivered by a single device. They are the arrival point of a fragmented and random interaction flow which goes through many devices and di erent situations. 3.  The architecture of the system becomes a key design challenge. Before focusing on the capabilities and on the features of a single device, the design should start from the organization of the system, and from the possible relationships and connections between the parts which can be activated by the user action. 4.  Device’s features and use follow its role within the system, which changes continuously in a opportunistic and situated way following the di erent contexts and user situations. 5.  Tasks and processes depend on the connections and on the parts combined by the user within the system. Primary and secondary features switch continuously following user interaction, also in a occasional and opportunistic way. 6.  Users are always in the center: they are the protagonist which freely and actively connect the dots, selecting and putting together the di erent pieces of the system. 30 
  • 31. Grazie Thank you Danke Merci