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Big Picture UX (live from Berlin)

Nick Finck
November 17, 2012

Big Picture UX (live from Berlin)

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.

Nick Finck

November 17, 2012
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  1. Deloitte Digital Nick Finck
    Mobile, Web, and the Cross-Channel Experience
    Big Picture UX
    November 17th, 2012

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  2. About

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  3. Photo credit: Jeff Croft
    UX Director
    Deloitte Digital
    Personal Site
    NickFinck.com
    Twitter
    @nickf

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  6. 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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  14. of users use their
    tablet daily.

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  16. 1970-1980 1990’s 2000’s 2010’s
    Mobile
    Computing
    Multi-platform
    Web
    Applications
    “Thin”
    Windows
    Applications
    Fat Client Server
    Mainframe
    Terminals
    “Green Screens”
    Viva La Revolution

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  18. Mobile First

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  20. Discovery Sprint 1 Sprint 2 Sprint 3 Sprint 4-N Post Launch
    Agile
    Scrum or Lean
    Involvement & deliverables
    Our teams work together to create the best possible experience for the user. The
    following breakdown illustrates our project process. UX and Design deliverables are
    called out in white.
    Discovery Sprint 1 Sprint 2 Sprint 3 Sprint 4-N Post Launch
    UX
    DESIGN
    CLIENT EM
    SEM
    DESIGN
    ENG
    QA
    UX
    CLIENT EM
    SEM
    DESIGN
    ENG
    QA
    UX
    ENG
    QA SEM
    CLIENT
    UX
    DESIGN
    ENG
    QA SEM
    CLIENT
    DESIGN
    UX
    DESIGN
    QA SEM
    UX
    ENG
    CLIENT
    UX
    DESIGN SEM
    CLIENT QA
    ENG
    User research
    Ideation
    Competitive analysis
    User stories
    User personals
    Risk evaluation
    Client documentation review
    Business strategy analysis
    Competitive analysis
    User interviews
    Creative brief (rough)
    Mood board (rough)
    Persona & story revision
    Content audit/ recommendations
    Taxonomy
    Baseline studies/ reports
    Sketches & high-level user flows
    Brand research
    Color theory
    Color palettes
    Font studies
    Ideation
    Wireframes
    Usability study/ paper prototype(s)
    Findings report
    Mood boards
    Color theory
    Color palettes
    Font studies
    Usability study
    Findings report
    Wireframes
    Mood boards
    Mock-ups
    Prototypes
    Motion studies
    Graphics cut up & optimization
    Integration support
    Usability findings
    Wireframes
    Consult & advise Design, Eng, QA
    Tagging spec for analytics
    Redlines For Devs
    Build reviews
    Final usability studies
    Analytics report
    Sustainability recommendation
    Design retrospective

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  22. Responsive Web Design

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  24. We’re thinking too small

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  25. Don’t be the greedy Han Solo

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  26. Be the hero Han Solo

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  27. 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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  28. We call this
    the cross-channel experience

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  29. 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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  30. 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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  33. And its not just retail that is
    evolving with technology..

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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. Deloitte Digital Nick Finck
    Thank you.

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  58. Employer Site: DeloitteDigital.com
    Personal Site: NickFinck.com
    Email: nfi[email protected]
    Twitter: @nickf
    Reach-out to me

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