Big Picture UX (ConveyUX)

Presented at ConveyUX in Seattle Washington on March 4th, 2013.

As the field of UX professionals matures and the disciplines of interaction design, information architecture, user research, user interface design, and usability evolve to support modern technology we need to start looking at the big picture of UX. We need to go back to the roots of what UX means and how we should approach UX challenges.

Transcript

1. Mobile, Web, and the Cross-Channel Experience
   March 4th 2013
   presented by nick finck
   Big Picture UX
   

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2. Who the heck?
   

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3. Photo credit: Jeff Croft
   Director of UX
   projekt202
   Personal Site
   NickFinck.com
   Twitter
   @nickf
   Notable
   UX toreador
   

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4. ...or you can just call me “dude.”
   

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5. we make software make sense.
   

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6. 100+ designers, technologists, researchers, & strategists
   3 studios + 5 satellite offices
   Denver
   Austin
   Seattle
   Berlin
   Dallas
   Denmark
   Los Angeles
   Philadelphia
   

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7. Some of our clients
   

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8. Where Are We?
   

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9. we are at a
   pivotal
   moment in time
   

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10. Things are about to get epic
    

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11. Viva La Revolution
    

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12. Mobile Revolution!
    

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13. Mobile First
    

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15. Responsive Web Design
    

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17. Beyond what we think
    

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19. No, I mean really beyond...
    

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21. Well beyond...
    

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23. We’re thinking too small
    

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24. Don’t be the greedy Han Solo...
    

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25. Be the hero Han Solo!
    

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26. Photo credit: Lauren Goode, All Things Digital
    We need to get beyond the notion
    that sales are won or lost in a single
    channel or through a single aspect of
    our businesses.
    

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27. We call this
    the cross-channel experience
    

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28. Mobile and physical shopping
    experiences need to become
    seamless – embracing technology
    can bring in more customers.
    - Steve Rothwell. The Guardian, 2012
    

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29. 43 percent of smarpthone owners
    have used their mobile device while
    in a store for a shopping purpose.
    - comScore Inc., Shop.org and The Partnering Group, 2012
    

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32. And its not just retail that is
    evolving with technology..
    

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33. Multi-platform consumption
    is today’s new reality. 1 in 3
    minutes spent online is now
    spent beyond the PC.
    - comScore Inc., Mobile - Future in Focus 2013
    

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34. Mobile is changing how entire industries work
    ● Mobile Commerce
    ● Point of Sale
    ● Coupons and Offers
    Retail
    ● TV Everywhere
    ● Social Television
    ● Interactive E-books
    Media
    ● Clinical Trials
    ● Salesforce Automation
    ● Tablet Electronic Records
    Healthcare
    ● Mobile Banking / Payments
    ● Loyalty / Rewards Programs
    ● Mobile Financial Trading Systems
    Financial Services
    ● Digital Concierge
    ● In-Room Automation
    ● Tables for High Touch Customer Service
    Hospitality
    ● Navigation / Telematics
    ● Airline Mobile Ticketing / Check-in
    ● Automotive Apps
    Transportation
    ● Content Delivery
    ● App Stores
    ● Messaging
    Telco
    ● Government to Citizen
    ● Smart Parking
    ● Education / Advocacy
    Public Sector
    

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35. Geography Industry Business Process People
    Function
    A New World
    

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37. Two Examples
    

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39. I needed a lift to the airport
    

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40. I decided to use Uber
    

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41. My location is inherent in the mobile app
    

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42. In 8 minutes a car pulled up
    

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43. Payments are automated & you can rate the driver
    

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44. Receipt is emailed
    

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45. I can track my trips online
    

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46. ● Web - Account creation, trip history
    ● Mobile - Request car, rate driver, tracking, phone verification
    ● Environment - The towncar
    ● Email - Receipt, follow-up
    ● Staff - The driver, customer support
    Touchpoints
    

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48. I wanted to get a mountain bike
    

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49. So I researched them online
    

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50. I wanted to try them out in-person
    

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51. They had many mountain bikes
    

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52. ...and places to test them!
    

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53. Photo credit: Hien Nguyen
    ● Web - Product research, check inventory locations
    ● Product - The bikes
    ● Staff - Subject matter expert, sales support
    ● Environment - Retail store, test trails
    Touchpoints
    

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54. So What dude?
    

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55. Doing this will
    lead you to
    being...
    

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56. Certified
    Awesome!
    

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57. Thank you.
    

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