From user to global: a spectrum of experiences

The user has been the champion of our professional community. User experience and user-centered design place a laser-like focus on ensuring all of the needs and desires of the user are met. Yet at best, this is only one side of a multi-faceted universe of experience. Experiences happen among groups of people and across cultures. With the advent of the “Internet of Things,” experience may even go beyond the realm of humans. Focusing on experiences just from users overlooks these many experiences that can be captured, studied, and improved. Let’s discuss what the experiences beyond the scope of a user are and how we can capture, study, and improve them.

Presented by Ren Pope at UX Australia 2016

Transcript

1. @info_do Ren Pope From User to Global A Spectrum of Experience
2. @info_do Ren Pope A Model for Experience INTERFACE GOAL PRODUCTION EXPERIENCE ENVIRONMENT EXPERIENT UX CONTROL
3. @info_do Ren Pope USER EXPERIENCE
4. @info_do Ren Pope @info_do Ren Pope The User Experience •  Iceberg
5. @info_do Ren Pope ORGANIZATIONAL EXPERIENCE
6. @info_do Ren Pope @info_do Ren Pope Do Organizations Have Experiences?
7. INTERFACE GOAL PRODUCTION EXPERIENCE ENVIRONMENT EXPERIENT Leicester City F.C. The Football Match Opponent Fans Arena Win!!! Training Medical RecruiGng TransportaGon FaciliGes Equipment Grounds Keeping AdministraGon
8. @info_do Ren Pope
9. @info_do Ren Pope What is an Organization or a Group?
10. @info_do Ren Pope Capturing Organizational Experiences Why? •  Improve performance/Efficiency •  Improve morale •  Improve other Experience How? •  Tightly define the experience •  Determine who is involved •  Contextual observaCon •  Asset inventory •  Environment Outcomes •  Define InformaCon Sharing •  Design UX/UI •  Suggest improvements to environment and processes
11. @info_do Ren Pope Capturing Organizational Experiences Defining the Experience Serving a customer Landing a plane
12. @info_do Ren Pope Capturing Organizational Experiences Determine who is involved Who Role LocaGon Flight Crew Experient AircraK Radar Approach Experient RAPCON Tower Controller Experient ATC Tower Radar Approach Supervisor ProducCon RAPCON Tower Supervisor ProducCon ATC Tower Weather Observer ProducCon ATC Tower Runway Maintenance ProducCon End of Runway Shack
13. @info_do Ren Pope Capturing Organizational Experiences Contextual ObservaGon 3:18:42 3:18:42 3:18:42
14. @info_do Ren Pope Capturing Organizational Experiences Asset Inventory POS Console House Phone Intranet Manager Tablets Daily BulleGn Clip Board
15. @info_do Ren Pope Capturing Organizational Experiences Mapping the Physical Environment Phone Intranet “Sneakernet” F2F MeeGng Take AcGon
16. @info_do Ren Pope Capturing Organizational Experiences OrganizaGonal 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 informaCon does not flow between the partners and the rest of the firm.
17. @info_do Ren Pope Capturing Organizational Experiences OrganizaGonal Profiles
18. @info_do Ren Pope ENTERPRISE EXPERIENCE
19. @info_do Ren Pope @info_do Ren Pope Enterprise Experience What is an Enterprise?
20. @info_do Ren Pope @info_do Ren Pope Enterprise Experience Enterprise Challenges • Different/CompeCng sub organizaCons, microcultures • Different Infrastructure • Geography
21. @info_do Ren Pope Enterprise Experience Department Revenue Football $48,761,850 Law $26,800,000 Social Work $8,900,000 Engineering $210,000,000 Mission We exist to advance the well-being of the people of Ohio and the global community through the crea;on and dissemina;on of knowledge. CompeGng Experiences
22. @info_do Ren Pope @info_do Ren Pope Enterprise Experience Enterprise Architecture: An Exercise in Alignment Interfaces Goals ProducCon Interfaces Goals ProducCon Interfaces Goals ProducCon Interfaces Goals ProducCon • Inventory • Analyze (Gaps, Redundancies) • Take AcCon
23. @info_do Ren Pope CULTURAL EXPERIENCE
24. @info_do Ren Pope @info_do Ren Pope Cultural Experience •  Cultural Experiences manifest through: – Language – PercepCon – Customs – AcCons Þakka þér
25. @info_do Ren Pope @info_do Ren Pope Cultural Experience Cultural Collisions Two Cultures Separated by a Common Language Terminology OK Terminology PROBLEM
26. @info_do Ren Pope @info_do Ren Pope Cultural Experience Culture Rule MiGgaGon Notes UK/Australia/S Africa Do not use word “fanny” Bum US •  Do not use word “fag” for cigare_e Cigare_e May be controversial in most situaCons. 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
27. @info_do Ren Pope @info_do Ren Pope Cultural Experience Enhance Cultures
28. @info_do Ren Pope EXPERIENCE OF THINGS Do robots dream of experiences?
29. @info_do Ren Pope Experience of Things
30. @info_do Ren Pope Experience of Things 12:10: Nothing to report 12:30: Nothing to report 12:50: Nothing to report 13:10: Nothing to report … I’m Bored!
31. @info_do Ren Pope Experience of Things You missed a spot… Thanks Your air vent is clogged Thanks COLLABORATION
32. @info_do Ren Pope Experience of Things I’m Bored! I’m Bored! I’m Frustrated! PEER NETWORKING I think I’ve got it!
33. @info_do Ren Pope Experience of Things CONCIERGE KNOWLEDGE ACQUISITION
34. @info_do Ren Pope GLOBAL EXPERIENCE
35. @info_do Ren Pope @info_do Ren Pope Global Experience DO NO HARM INCLUSIVE ACCESSIBLE
36. @info_do Ren Pope