We've Never Had It So Good

A talk I gave at UX Australia about the impact technology has had on customer experiences & expectations.

Transcript

1. We’ve Never Had it So Good UX Australia 26th August 2011 John Walsh
2. Senior Interaction Designer & Technology geek - Been working in the digital space for 12 years - Seen lots of change in 12 years - both in our space & the tech world - We’re all users of technology - We all care about UX
3. 1968 2011 - Encapsulates the pace of change - Today’s impression of tomorrow’s technology can sometimes miss the mark - “Wow, that’s amazing - look what we can do” - What we have lets us do so much more - I see technology as an enabler; of us, of better experiences - Wanted to explore technology’s impact on those experiences
4. Experiences & Expectations
5. Experiences Technology’s impact on our
6. Booking travel - Something we’ve all done - Many people will have traveled here this week - Think of the experience as it is today
7. Research Book Prepare Go The Internet Smartphones Tablets Aggregation Flight Tracker Destination Reviews Forums Computers TV Online Booking Latest Travel News RSS Social Media Price Alerts Broadband Connection - A simple representation of the experience - Think of the different technologies you use - What’s the experience like without this technology?
8. 1981 = 9 8 - Almost all technology today doesn’t exist - Hands up if you feel old?!?
9. Research Book Prepare Go
10. Research Book Prepare Go • Destination • Price • Package/DIY - A longer, less convenient experience compared to today
11. Research Book Prepare Go • Paperwork • Payment • Visa - Pen & paper - Payment is physical - Visa is physical
12. Research Book Prepare Go • Insurance • Vaccinations • Currency - Shop around? - No wikipedia - Good price for currency?
13. Research Book Prepare Go • Delays • Changes • Check-in - Changes in flight details
14. Research Book Prepare Go - Fair to say the experience is better, more convenient, faster today - because of tech
15. - Another experience made better by tech - your experience now!
16. We’ve Never Had it So Good - But we probably only realise it when tech is taken away
17. Louis CK - Only when we look back do we realise how things have changed
18. http://www.youtube.com/watch?v=itn8TwFCO4M
19. improve experiences Advances in technology
20. Enables Empowers Enhances Technology - Better, more convenient ways of doing things - Us as consumers - The overall experience - What does this mean for us as people who care about UX?
21. More opportunities To engage To surprise & delight To innovate - FOR US: - To go beyond consumer expectations - This is what excites me!
22. More touchpoints (Push) Alerts Email TV Websites SMS Mobile Apps Social Media Call Centres Aggregation Services Smartphones Tablets ATMs - FOR US & BUSINESS STAKEHOLDERS: - More ways of making things better - Improving experiences
23. improve experiences Advances in technology - It becomes clear how much when we take that technology away - What about expectations then?
24. Expectations? What does technology do to our - More Louis! - Demonstrates how tech shapes our expectations - The sense of entitlement technology gives us
25. http://www.youtube.com/watch?v=itn8TwFCO4M
26. to be there Consumers expect technology - Would you buy a flight from an airline that had no online booking capabilities? - Bank with no IB? - If it’s not there, it affects the experience & therefore our perceptions
27. to work Consumers expect technology “Gah!” - How many ‘give it a second’ moments do you have? - How often does tech frustrate you? - When it doesn’t, again it affects the experience & therefore our perceptions - What does this mean for us as UX people?
28. Conceive well Integrate seamlessly Execute flawlessly Meet expectations - This is the minimum we should be doing - Behind the scenes: minimise errors etc.
29. Surprise & delight Innovate Exceed expectations FOR US: - This is what excites me - as a consumer & UX person
30. The past Today The future ? - Where would we be without today’s technology? - What’s next?
31. Thanks! @jammylammy UX Australia 26th August 2011 - Questions?