World Usability Day 2012Designing theFuture of MoneyArizona World Usability Day 2012 CelebrationPayPal ScottsdaleNovember ...
Usability Day 2012Delivering payments in a ubiquitous computing worldOctober 19, 2012
INTRODUCTION     Digital services continue to assume an increasingly essential     role in daily life. Devices are shrinki...
The World After iPhone (AI)
AFTER IPHONE “AI”     The	  past	  5	  years	  has	  seen	  a	  revolu1on	  in	  connected	        devices…	  with	  whole...
EXPONENTIAL GROWTH         By	  2014	  almost	  1	  billion	  smart	  phones	  will	  be	  sold…	  annually	          5.4	...
ACCELERATING ADOPTIONSmartphones	  and	  tablets	  are	  the	  most	  rapidly	  adopted	  technologies	  in	  history	    ...
AN EVOLVING LANDSCAPE               Digital	  is	  an	  increasingly	  cri1cal	  part	  of	  daily	  life	  7
AN EVOLVING LANDSCAPE             The	  “smart”	  ecosystem	  con1nues	  to	  evolve	  and	  expand	  8
AN EVOLVING LANDSCAPE             Services	  con1nue	  to	  be	  transformed	  and	  disrupted	  9
AN EVOLVING LANDSCAPE        Compe11ve	          barriers	  are	        being	  reduced	  or	         eliminated	  by	    ...
AN EVOLVING LANDSCAPEDigital	  is	  shrinking	  the	  world…	  at	  an	  accelera1ng	  rate	  11
Payments In The Land Of Ubiquity
FUTURE OF PAYMENTS                      Where	  is	  the	  “wallet”?	  13
FUTURE OF PAYMENTS      Everywhere…	  wallet	  is	  a	  ubiquitous	  framework,	  not	  a	  “device”	  14
FUTURE OF PAYMENTS      Increased	  flexibility	  and	  adaptability	  are	  cri1cal…	  for	  all	  customers	  15
FUTURE OF PAYMENTS                “Big	  Data”	  is	  an	  increasingly	  important	  focus…	  16
FUTURE OF PAYMENTS                  …but	  data	  is	  only	  valuable	  when	  it’s	  ac1onable	   Aggregated	  industry	...
FUTURE OF PAYMENTS        Customers	  increasingly	  expect	  more	  value	  from	  providers	                            ...
FUTURE OF PAYMENTS            Payment	  “roles”	  are	  more	  fluid	  and	  complimentary	  19
FUTURE OF PAYMENTS              The	  environment	  is	  more	  intelligent	  and	  reac1ve	  20
WHO WILL WIN?                 •  Experiences	  that	  concentrate	  on	  servicing	  and	                      are	  able	...
UX, More Important Now Than Ever
EXPERIENCE = PRODUCT            You	  can’t	  separate	  the	  product	  from	  the	  experience	  23
DOUBLING DOWN ON BEHAVIOR       The	  ability	  to	  solve	  experience	  problems	  is	  product	  cri1cal	  24
DOUBLING DOWN ON BEHAVIOR      Deciphering	  nuanced	  contextual	  behaviors	  enables	  breakthroughs	  25
DOUBLING DOWN ON BEHAVIOR       Experiences	  that	  deliver	  on	  a	  value	  proposi1on	  are	  the	  key	  26
UX / USABILITY IS THE KEY          User	  centered	  design	  already	  provides	  the	  techniques	  we	  need	        AS...
UX / USABILITY IS THE KEY      Design	  capabili1es	  are	  cri1cal	  to	  delivering	  immersive	  experiences	  	  	    ...
UX / USABILITY IS THE KEY      Research,	  tes1ng,	  and	  analy1cs	  inform	  and	  refine	  the	  product	  29
PayPal – Evolving The UX Approach
ASSESSING THE MODEL             Tanks	  are	  great…	  unless	  your	  enemy	  is	  an	  airplane	  31
ASSESSING THE MODEL        With	  extended	  release	  cycles	  you’ve	  lost	  before	  you	  begin	  32
ASSESSING THE MODEL      Waterfall	  is	  a	  roadmap	  to	  obsolescence	  33
ASSESSING THE MODEL        The	  risks	  are	           too	  high	  to	        commit	  millions	         and	  years	  t...
RETHINKING PROCESS                      Shorter	  cycles	  to	  enable	  faster	  itera1on	             Mobile	  First	  a...
RETHINKING TEAMSCo-­‐loca1ng	  and	  streamlining	  to	  reduce	  overhead	  and	  increase	  velocity	  36
RETHINKING TOOLS                    Consolida1ng	  tools	  to	  increase	                      efficiency,	  reduce	  barrie...
RETHINKING WORKFLOW      Reducing	  overhead	  and	  enabling	  repeatability	  with	  living	  paferns	  38
RETHINKING COMMUNITY      Fostering	  internal	  transparency	  to	  increase	  awareness	  and	  collabora1on	  39
RETHINKING TESTING       Smaller	  cycles	  for	  rapid	  feedback,	  bigger	  cycles	  for	  broader	  insight	  40
Putting It All Together
UNDERSTANDING THE LANDSCAPE      This	  is	  the	  1p	  of	  the	  ubiquitous	  iceberg,	  the	  world	  is	  waking	  up	...
ROADMAP TO SUCCESS      Success	  will	  driven	  by	  contextually	  adaptable	  experiences,	  not	  devices	  43
IDENTIFYING THE CHALLENGE                                 It’s	  not	  enough	  to	  “understand”	                        ...
PUTTING IT ALL TOGETHER      UX	  is	  the	  answer,	  but	  we	  must	  adapt	  to	  this	  evolving	  landscape…	  45
Upcoming SlideShare
Loading in …5
×

Rick Tilghman, PayPal - Arizona World Usability Day 2012 UX Keynote Presentation

790 views

Published on

Arizona World Usability Day 2012 Keynote Presentation, Nov. 8, 2012
Rick Tilghman, Senior Director of User Experience Design, PayPal
Topic: Delivering payments in a ubiquitous computing world

Digital services continue to assume an increasingly essential role in daily life. Devices are shrinking and fragmenting, analog products are evolving digital capabilities, and new products are displacing established business models. In short, digital is absorbing an increasing array of specific, nuanced, and ever more essential behaviors and needs.

As we confront this rapidly evolving world of ubiquitous computing there are a number of important questions we’re asking at PayPal. What are the implications for the future of payment services? What is the role of usability and UX? How do we evolve to address an accelerating and diversifying marketplace?

Published in: Design
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
790
On SlideShare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Rick Tilghman, PayPal - Arizona World Usability Day 2012 UX Keynote Presentation

  1. 1. World Usability Day 2012Designing theFuture of MoneyArizona World Usability Day 2012 CelebrationPayPal ScottsdaleNovember 8, 2012Rick Tilghman, Senior Director of UserExperience Design, PayPal sponsored & hosted by
  2. 2. Usability Day 2012Delivering payments in a ubiquitous computing worldOctober 19, 2012
  3. 3. INTRODUCTION Digital services continue to assume an increasingly essential role in daily life. Devices are shrinking and fragmenting, analog products are evolving digital capabilities, and new products are displacing established business models. In short, digital is absorbing an increasing array of specific, nuanced, and ever more essential behaviors and needs.   As we confront this rapidly evolving world of ubiquitous computing there are a number of important questions we’re asking at PayPal. What are the implications for the future of payment services? What is the role of usability and UX? How do we evolve to address an accelerating and diversifying marketplace?2
  4. 4. The World After iPhone (AI)
  5. 5. AFTER IPHONE “AI” The  past  5  years  has  seen  a  revolu1on  in  connected   devices…  with  whole  new  segments  and  pla9orms  June, 2007 2008 2009 2010 2011 20124
  6. 6. EXPONENTIAL GROWTH By  2014  almost  1  billion  smart  phones  will  be  sold…  annually   5.4   275+   600+   1000+   years   million   million   million   Since  iPhone  debut   iOS  Devices  sold   All  smart  phones   Non-­‐PC  devices   (2007)   since  2007   sold  since  2007   sold  since  2007…   yep,  that’s  a  billion.  5
  7. 7. ACCELERATING ADOPTIONSmartphones  and  tablets  are  the  most  rapidly  adopted  technologies  in  history   The  compound  effect  of  technology  will  only  accelerate  this  trend  6
  8. 8. AN EVOLVING LANDSCAPE Digital  is  an  increasingly  cri1cal  part  of  daily  life  7
  9. 9. AN EVOLVING LANDSCAPE The  “smart”  ecosystem  con1nues  to  evolve  and  expand  8
  10. 10. AN EVOLVING LANDSCAPE Services  con1nue  to  be  transformed  and  disrupted  9
  11. 11. AN EVOLVING LANDSCAPE Compe11ve   barriers  are   being  reduced  or   eliminated  by   the  digital   infrastructure  10
  12. 12. AN EVOLVING LANDSCAPEDigital  is  shrinking  the  world…  at  an  accelera1ng  rate  11
  13. 13. Payments In The Land Of Ubiquity
  14. 14. FUTURE OF PAYMENTS Where  is  the  “wallet”?  13
  15. 15. FUTURE OF PAYMENTS Everywhere…  wallet  is  a  ubiquitous  framework,  not  a  “device”  14
  16. 16. FUTURE OF PAYMENTS Increased  flexibility  and  adaptability  are  cri1cal…  for  all  customers  15
  17. 17. FUTURE OF PAYMENTS “Big  Data”  is  an  increasingly  important  focus…  16
  18. 18. FUTURE OF PAYMENTS …but  data  is  only  valuable  when  it’s  ac1onable   Aggregated  industry   Real-­‐1me  guidance   Dynamic  pricing  to   and  market  insight   to  enable  and  drive     help  merchants   increase  relevancy   behavioral  change   improve  efficiency  17
  19. 19. FUTURE OF PAYMENTS Customers  increasingly  expect  more  value  from  providers   Rela7onship   Personalized   Enablement   Opportuni7es   Global   Seamless   Adaptability   Financing  18
  20. 20. FUTURE OF PAYMENTS Payment  “roles”  are  more  fluid  and  complimentary  19
  21. 21. FUTURE OF PAYMENTS The  environment  is  more  intelligent  and  reac1ve  20
  22. 22. WHO WILL WIN? •  Experiences  that  concentrate  on  servicing  and   are  able  to  support  ubiquity   •  Experiences  that  flexibly  adapt  to  contextual   factors  and  changes   •  Experiences  that  focus  less  on  passive   informa1on,  more  on  enabling  ac1on   •  Experiences  that  grow  to  meet  con1nually   increasing  servicing  expecta1ons   •  Experiences  that  incorporate  a  nuanced  view  of   customer  roles  and  behavior   •  Experiences  that  capitalize  on  technology  and   environmental  changes  21
  23. 23. UX, More Important Now Than Ever
  24. 24. EXPERIENCE = PRODUCT You  can’t  separate  the  product  from  the  experience  23
  25. 25. DOUBLING DOWN ON BEHAVIOR The  ability  to  solve  experience  problems  is  product  cri1cal  24
  26. 26. DOUBLING DOWN ON BEHAVIOR Deciphering  nuanced  contextual  behaviors  enables  breakthroughs  25
  27. 27. DOUBLING DOWN ON BEHAVIOR Experiences  that  deliver  on  a  value  proposi1on  are  the  key  26
  28. 28. UX / USABILITY IS THE KEY User  centered  design  already  provides  the  techniques  we  need   ASSESS ANALYZE Archetypes / Personas Competitive Review Existing Research Stakeholder Research Scenarios / Industry Findings Journeys Insights Analysis Assumptions Matrix Concept Exploration Screening, Recruiting, and Experience Brief Inquiry Materials Capabilities Matrix A B User Sessions C INVESTIGATE CONCEIVE27
  29. 29. UX / USABILITY IS THE KEY Design  capabili1es  are  cri1cal  to  delivering  immersive  experiences       REDACTED  28
  30. 30. UX / USABILITY IS THE KEY Research,  tes1ng,  and  analy1cs  inform  and  refine  the  product  29
  31. 31. PayPal – Evolving The UX Approach
  32. 32. ASSESSING THE MODEL Tanks  are  great…  unless  your  enemy  is  an  airplane  31
  33. 33. ASSESSING THE MODEL With  extended  release  cycles  you’ve  lost  before  you  begin  32
  34. 34. ASSESSING THE MODEL Waterfall  is  a  roadmap  to  obsolescence  33
  35. 35. ASSESSING THE MODEL The  risks  are   too  high  to   commit  millions   and  years  to  a   product  that   “should”  work  34
  36. 36. RETHINKING PROCESS Shorter  cycles  to  enable  faster  itera1on   Mobile  First  and  Lean  UX…  and  a  dash  of  pragma1sm  35
  37. 37. RETHINKING TEAMSCo-­‐loca1ng  and  streamlining  to  reduce  overhead  and  increase  velocity  36
  38. 38. RETHINKING TOOLS Consolida1ng  tools  to  increase   efficiency,  reduce  barriers,   and  foster  collabora1on  37
  39. 39. RETHINKING WORKFLOW Reducing  overhead  and  enabling  repeatability  with  living  paferns  38
  40. 40. RETHINKING COMMUNITY Fostering  internal  transparency  to  increase  awareness  and  collabora1on  39
  41. 41. RETHINKING TESTING Smaller  cycles  for  rapid  feedback,  bigger  cycles  for  broader  insight  40
  42. 42. Putting It All Together
  43. 43. UNDERSTANDING THE LANDSCAPE This  is  the  1p  of  the  ubiquitous  iceberg,  the  world  is  waking  up  42
  44. 44. ROADMAP TO SUCCESS Success  will  driven  by  contextually  adaptable  experiences,  not  devices  43
  45. 45. IDENTIFYING THE CHALLENGE It’s  not  enough  to  “understand”   customers.    You  need  the  process  to   iden1fy  and  adapt  to  shiging  behaviors…  44
  46. 46. PUTTING IT ALL TOGETHER UX  is  the  answer,  but  we  must  adapt  to  this  evolving  landscape…  45

×