user experience architecture in a cross-channel world
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DESCRIPTION
One of the dirty secrets about cross-channel user experience is that we've always worked cross-channel. What's changed is how much—and how well—we can impact the experience across these channels. In this presentation, we’ll examine three guiding principles for working cross-channel. With those principles in mind, we’ll look at four tools you can use to help guide and improve cross-channel user experiences at your organization.TRANSCRIPT
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
USER EXPERIENCE ARCHITECTURE IN A CROSS-CHANNEL WORLD
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
One of the dirty secrets about cross-channel user
experience is that we've always worked cross-channel.
What's changed is how much—and how well—we can
impact the experience across these channels.
In this presentation, we’ll examine three guiding
principles for working cross-channel. With those
principles in mind, we’ll look at four tools you can use
to help guide and improve cross-channel user
experiences at your organization.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
INTRODUCTION
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
The Goal
Change how you practice design
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
The Goal
Change how you think about design
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
The Goal
Change how you understand design
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
The Question
How do we create better user experiences across channels?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
3 Principles
1. Open2. Forward3. Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
5 Core Activities
1. Access2. Create3. View4. Edit5. Delete
Mind Game
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
What’s the coolest, most awesome thing about
where you work?
Mind Game
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Hi, I’m Austin Govella, an
Experience Design Manager
at Avanade where we’re
re-inventing how enterprises
collaborate.
Mind Game
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Hi, I’m Austin Govella, an
Experience Design Manager
at Avanade where we’re
r e-inventing how enterprises
abut about about elaborate.
your name
your title
company
the coolest, most awesome
thing about where you work
Christina Wodtke, “Tell me a little about yourself”, eleganthack.com, 2012.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
HOUSEKEEPING
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Housekeeping
Get The Slides
Available on SlideShare:http://slideshare.net/austingovella/crosschannelux
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Housekeeping
Questions
Save questions for the end.Better yet, grab a drink, lunch, dinner, hallway conversation, walk, coffee, email, with me afterward!
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Housekeeping
Comments
Tweet the f#@k out of this.#CrossChannelUX
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Housekeeping
Contact Me
@austingovella
www.thinkingandmaking.com
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
A MANIFESTO FOR USER EXPERIENCE
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Manifesto
Designers don’t design anything. Organizations design everything.
Just as your best thinker improves everything, that person who doesn’t understand user experience creates a drag on every product or service you produce. To make better experiences, you must make better organizations. To improve your organization’s design literacy, you have to improve the design literacy of everyone in the group.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Manifesto
Organizations face common barriers to designing better experiences.
These barriers — value, focus, time, memory, talent, process, and improvement — represent the distance between you and the balanced teams your organization needs to create better experiences. These cultural barriers are codified into your organization’s process, hidden as assumptions in your team member's minds, and reinforced in your tools.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Manifesto
Don’t change what you do. Change how you do it.
Don’t change your design activities. Change how you work with your team. Change how you work, so your goal is always a better organization instead of a better product. Change how you accomplish the design, so that you always improve your team’s design literacy.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Manifesto
“Don’t look for the next opportunity.
The one you have in hand is the opportunity.”
— Paul Arden
Change Now
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
WHAT IS ‘USER EXPERIENCE’?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
The Elements Of User Experience
What is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
What is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Users
oWhat is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Interfaces
pWhat is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Interactions
o p
What is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Systems
o p
o po p
o p
What is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Design is a modeling discipline. The design process
creates models we use to validate predictions about a
system. Design validates what we expect against what
we perceive. We architect systems that engender
expectations and perceptions. Experience is the gap
between expectation and perception. We design this
gap. We design experience.
What is User Experience?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
WHAT IS ‘CROSS CHANNEL’?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
What is Cross-Channel?
In traditional multichannel strategies, more than one
channel is used simultaneously and alternatively...
— Andrea Resmini & Luca Rosati, Pervasive Information Architecture,
Morgan Kaufman, 2011.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
In cross-channel, a single service is spread across
multiple channels in such a way that it can be exper-
ienced as a whole (if ever) only by polling a number
of different environments and media.... If one of the
pieces is missing, you might miss some of the infor-
mation being transmitted along the process and that
may or may not be available through other channels.
— Andrea Resmini & Luca Rosati, Pervasive Information Architecture,
Morgan Kaufman, 2011.
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
In cross-channel, a single service is spread across
multiple channels in such a way that it can be exper-
ienced as a whole (if ever) only by polling a number
of different environments and media.... If one of the
pieces is missing, you might miss some of the infor-
mation being transmitted along the process and that
may or may not be available through other channels.
— Andrea Resmini & Luca Rosati, Pervasive Information Architecture,
Morgan Kaufman, 2011.
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Modern Narrative
Modernism is a tendency in contemporary culture... which rejects subjective truth and the impossibility of a single, global narrative.
What is Cross-Channel?
Start End
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Postmodern Narrative
What is Cross-Channel?
Start End
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
In cross-channel, a single service is spread across
multiple channels in such a way that it can be used
simultaneously and alternatively.
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Good question.So... What’s A Channel?
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
The human evolutionary advantage is our ability to
communicate information across our network to create
shared information environments (culture).
Anything that allows us access to communicate
information is a channel. Everything is a channel.
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
The Question
How do we enable better cross-channel user experiences?
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
The Question
How do we manage the gap between expectations and perceptions as our users switch among ubiquitous information environments?
What is Cross-Channel?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
3 Principles
3 Principles
1. Open2. Forward3. Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
OPENsays me (the first principle)
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
First Principle
Services that are more open will be easier to use cross-channel.
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Flickr Is Open
Add photos:1. Web App2. Mobile app3. Email
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
IPhoto Is Closed
Add photos:1. App2. iPhone synch
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Access Is Often Not Open
Security has an easy job if there is no risk (a story).
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“What sorts of features support their attempts to figure out where they are, which paths connect them to a given destination, and how best to actually go about getting there?” Adam Greenfield, Everyware, New Riders, 2006.
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Open
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
FORWARDthinking (the second principle)
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Second Principle
Services that are more forward will be easier to use cross-channel.
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“Designers create objects, products, processes, symbols that anticipate the future. However, these innovations can also be metabolized on a broad scale...” Bruce Sterling, Shaping Things, MIT Press, 2005.
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Email Is Everywhere
1. People/systems can send email2. People/systems can receive email
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Faxes Aren’t
1. Fedex Office2. Research online services
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Email Addresses Live Forever
Anyone/thing can email customer service (a story).
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
CONSERVATIVEit’s always right (the third principle)
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Third Principle
Services that are more conservative will be easier to use cross-channel.
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Styleguides Are Not Conservative
Birth 11 Styleguide
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Names Are Conservative
“Birth”
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
(Controlled) Vocabularies
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Be The Best Lego
Conservative
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
people suck
WHAT ARE THE CHALLENGES?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Challenges
Brand used to be about control. Now, we know you have no control over use. Brand is the user's experience with the company.
Your tools can only frame the experience users have.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Agile
“...the designer is shaping culture, changing behavior, and advancing his set of values and priorities.” Jon Kolko, Wicked Problems, AC4D, 2012.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Cross-channel applies internally and externally: everywho and everyhow. Who uses what interface to interact with what channel when for what?
You can't impact everything, so you must prioritize.
Challenges
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Agile
“Everyone designs who devises courses of action aimed at changing existing situations into preferred ones” Herbert Simon, Sciences of the Artificial, 1969.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
CRM
Channel experiences need to be managed (a story).
Forward
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
LEGIBILITY
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Legibility
The Question
How do we manage the gap between expectations and perceptions as our users switch among ubiquitous information environments?
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“What sorts of features support their attempts to figure out where they are, which paths connect them to a given destination, and how best to actually go about getting there?” Adam Greenfield, Everyware, New Riders, 2006.
Legibility
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
IntroductionLegibility
Hang the stars so people can navigate to wherever it is their journeys may take them.
“User Experience Architecture in a Cross-Channel World” by Austin Govella, Apr 5, 2013
Introduction
Thank You!