Transcript
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THE EXPERIENCE

UX Camp Edmonton | May 11, 2013

GAP

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@gsmith @nform

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#experiencegap

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People’s expectations are shaped by the best software and devices they use. And the best is getting better.

Only a handful of organizations have the skills and expertise to develop these exceptional experiences.

Technology is now at the heart of almost every interaction between people and organizations.

This combination is a huge opportunity for UX pros.

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EXPECTATIONS

CAPABILITY

TECHNOLOGY

OPPORTUNITY

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EXPECTATIONS

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People’s expectations are shaped by the best software and devices they use

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http://www.flickr.com/photos/38856921@N03/8011270952/

Canadian SmartPhone Penetration(ScotiaBank DailyEdge, Mar 6, 2013)

67%

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“The Reimagination of Nearly Everything” - Mary Meeker

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“How quickly the world owes us something we only knew existed ten seconds ago.”

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CAPABILITIES

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

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Understanding UX

http://www.flickr.com/photos/58571789@N00/5767913931/

UX is intentional creation of products or services that elicit specific outcomes for their users and the organizations that create them.

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Design

Context

People

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Research

DesignEvaluation

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2000 2005 2010 2015 2020

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Expe

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ap

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“Two hours training. Still can’t use it.”“Two hours training.”

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“Please Read Instructions”

Instructions“Enter”

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Press here

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Only 12 floors in building, all elevators go

to same floors.

Address (in case you don’t know what building you’re in)

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Call Elevator

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As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences

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As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences

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2000 2005 2010 2015 2020

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DesignEvaluation

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TECHNOLOGY

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1 People want exceptional experiences

Poor experiences cause frustration

3 Every company is now a tech company

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Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/

“More and more major businesses and industries are being run on software and delivered as online services... Over the next 10 years, I expect many more industries to be disrupted by software” - Marc Andreessen

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Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/

“All of the technology required to transform industries through software finally works and can be widely delivered at global scale.” - Marc Andreessen

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“The machines have already taken over and resistance is futile” - Brad Feld

Photo: http://nakedentrepreneur.tv/brad-feld/

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OPPORTUNITIES

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Opportunity

Frustration

++

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PayByPhone

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Consumer devices

Consumer software

Enterprise software

Service delivery

WebsitesFailure of Agile

Small UX Budgets

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Why Has Agile Failed?• As it’s commonly practiced now, agile fails to

address several key problems:

• Doesn’t engage users• Doesn’t iterate

• Doesn’t create a coherent picture of the end product that all stakeholders can understand

• These are all critical to producing better products in large organizations!

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Will Lean Succeed?• Lean software development shares some

principles with UX and with Agile• Seeing the whole• Rapid learning• Building integrity in

• Lean development & UX are being merged in consumer software development.

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$5,000,000

$100,000

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$5,000,000

$1,000,000

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2000 2005 2010 2015 2020

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Expe

rien

ce G

ap

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2000 2005 2010 2015 2020

Qua

lity

of E

xper

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Research

DesignEvaluation

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@gsmith @nform

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THANKS!


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