The presentation discusses the evolution and future of user experience, emphasizing the need for integration between physical and digital products, as well as the importance of user-centered design. It highlights emerging trends such as increased customer expectations, co-design, and the impact of converging technologies on user interactions. The speaker calls for the industry to adapt by specializing more, embracing collaboration with other disciplines, and focusing on both customer needs and company capabilities.

1. The future of
User Experience
Brighton BarCamp 2009
Jason Mesut
Experience Director
The Team

2. What kind of audience do we have here?
Agency/consultancy Charity Commercial organisation
Developers Business people Designers UX Pros

3. What i’ll talk about today
Looking back Looking forward Pushing forward

4. Looking back
Looking back Looking forward Pushing forward

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. 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. Looking forward
Looking back Looking forward Pushing forward

8. Future forces, driving us forwards
Higher customer expectation
Convergent technologies
A Designing for austerity/ Z
sustainability
Quests for happier lives

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. Physical and digital products/services will
get closer to each other and to our needs
Digital D P Physical
H
Human

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. 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. 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. 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. 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. Physical devices are becoming more D P
connected - converging H
02 Joggler Frontier Silicon digital radio

17. D P
or diverging... H
Baker tweet - tweets followers
when pastries are ready

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. D P
User-makers H
Co-design your own
object with
Ucodo.com, from
Digital Forming
http://property.timesonline.co.uk/tol/life_and_style/property/interiors/
article6804468.ece
Different user
interpretations of
Monome - a musical
interface based on Open
Source hardware,
software and protocols

20. D P
Away from screen UI H
Generic forms - LCD
dominant devices, limited
affordance

21. D P
...to more tactile interfaces H
Push button interfaces with LED Banks of knobs -
feedback - Monome Behringer Midi controller

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. 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. 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. 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. Pushing forward
Looking back Looking forward Pushing forward

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. We’ll all still have to find that sweet spot
http://idea-sandbox.com/blog_images/strategic_sweet_spot.png

29. ‘Big Ideas’ will help provide stronger
foundations...

30. ...to help us come up with great ideas, not
just implement and optimise good ones...

31. ...to filter, prioritise, defend and better
engage
1
2
3
4
5
Filter Prioritise Defend Engage

32. We will still need a balance of empathy...
Business
Successful products and services
Great brand/user experience
Great design
Users Technology

33. ...but we need to care more about staff
Business
Users Technology
Staff

34. ...and their processes
Business
Users Technology
Staff Process

35. ...by focusing on back of stage as much as
front
Stage
Better data People that care Intelligent systems Sustainable and evolving processes

36. Need to build on UX foundations

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. ...potentially with more roles
Creative
Digital Business
Planning Analysis
Change
Mgt
Experience
Architecture Technology

39. ...more observation to uncover latent needs
Observational research

40. ...more collaborative sketching (scamping)
Collaborative scamping

41. ...paper prototyping for early insights
Paper prototyping

42. ...interactive prototyping for finessing
Interactive prototyping

43. ...less detailed specification
for basics

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. 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. 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. Thank you
Jason Mesut
Experience Director
The Team
jasonmesut
jasonmesut@gmail.com