from user to global: a spectrum of experience

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From User to GlobalA Spectrum of Experience

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A Model for Experience

INTERFACE GOAL PRODUCTION

EXPERIENCE

ENVIRONMENT

EXPERIENT

UX CONTROL

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USER EXPERIENCE

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The User Experience

• Iceberg

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ORGANIZATIONAL EXPERIENCE


Do Organizations Have Experiences?

INTERFACE GOAL PRODUCTION

EXPERIENCE

ENVIRONMENT

EXPERIENTLeicester City F.C.

The Football Match

Opponent

Fans

Arena Win!!!

Training

Medical

Recruiting

Transportation

Facilities

Equipment

Grounds Keeping

Administration

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What is an Organization or a Group?

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Capturing Organizational Experiences

Why?

• Improve performance/Efficiency• Improve morale• Improve other Experience

How?

• Tightly define the experience• Determine who is involved• Contextual observation• Asset inventory• Environment

Outcomes

• Define Information Sharing• Design UX/UI• Suggest improvements to environment and processes

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Capturing Organizational ExperiencesDefining the Experience

Serving a customer Landing a plane

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Capturing Organizational ExperiencesDetermine who is involved

Who Role Location

Flight Crew Experient Aircraft

Radar Approach Experient RAPCON

Tower Controller Experient ATC Tower

Radar Approach Supervisor

Production RAPCON

Tower Supervisor Production ATC Tower

Weather Observer Production ATC Tower

Runway Maintenance

Production End of Runway Shack

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Capturing Organizational ExperiencesContextual Observation

3:18:42

3:18:42

3:18:42

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Capturing Organizational ExperiencesAsset Inventory

POS Console

House PhoneIntranet

ManagerTablets

Daily BulletinClip Board

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Capturing Organizational ExperiencesMapping the Physical Environment

PhoneIntranet“Sneakernet”

F2F Meeting

Take Action

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Capturing Organizational ExperiencesOrganizational Profiles

Dewey Cheatum&Howe

A small law firm

Partners

Assoc

Tech Staff

Clients

3

5

No

35

Tech Assets

Tech Adaptability

Info Efficiency

Experience

Dewey Cheatum&Howe is a small law firm, lead by fairly senior, partners. The firm has done well and they have invested a lot in IT infrastructure, but they have not implemented most of what they have purchased. The staff is frustrated that information does not flow between the partners and the rest of the firm.

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Capturing Organizational ExperiencesOrganizational Profiles

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ENTERPRISE EXPERIENCE


Enterprise ExperienceWhat is an Enterprise?


Enterprise ExperienceEnterprise Challenges

• Different/Competing sub organizations, microcultures• Different Infrastructure• Geography

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Enterprise Experience

Department Revenue

Football $48,761,850

Law $26,800,000

Social Work $8,900,000

Engineering $210,000,000

MissionWe exist to advance the well-being of the people of Ohio and the global community through the creation and dissemination of knowledge.

Competing Experiences


Enterprise ExperienceEnterprise Architecture: An Exercise in Alignment

Interfaces Goals Production




•Inventory•Analyze (Gaps, Redundancies)•Take Action

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CULTURAL EXPERIENCE


Cultural Experience

• Cultural Experiences manifest through:– Language– Perception– Customs– Actions

Þakka þér


Cultural ExperienceCultural Collisions

Two Cultures Separated by a

Common Language

TerminologyOK

TerminologyPROBLEM


Cultural ExperienceCulture Rule Mitigation Notes

UK/Australia/S Africa Do not use word “fanny”

Bum

US • Do not use word “fag” for cigarette

Cigarette May be controversial in most situations. Use must be approved

Korean Do not use red color fonts for people’s names

Use alternate colors for emphasis

A person’s name I red means that their name is n the book of the dead


Cultural ExperienceEnhance Cultures

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EXPERIENCE OF THINGS

Do robots dreamof experiences?

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Experience of Things

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12:10: Nothing to report12:30: Nothing to report12:50: Nothing to report13:10: Nothing to report…

I’mBored!

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Experience of ThingsYou

missed a spot…

Thanks

Your air vent is

clogged

Thanks

COLLABORATION

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Experience of ThingsI’m

Bored!

I’mBored!I’m

Frustrated!PEER NETWORKINGI think

I’ve got it!

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CONCIERGE

KNOWLEDGE

ACQUISITION

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GLOBAL EXPERIENCE


Global Experience

DO NO HARM

INCLUSIVEACCESSIBLE

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