Keith Instone - Spins on User Experience

The world of user experience is confusing and messed up. When you are trying to deal with a UX challenge in your organization, you might as well spin a wheel to see if the answer lies in a mindset, methodology, tool, strategy, community of practice, field of study, or industry.

What is “user experience,” really? It is the feeling people get when they interact with your organization through a digital system. Other “spins” on user experience represent some of the ways people are talking about UX.

In your organization, does “UX” represent a design process, separate team, certified profession, ubiquitous skill, agent of change, or meaningless buzzword? Or is UX all of these at the same time?

Get an introduction to the Spins on User Experience so you can consider which to ignore and which are useful to advance UX in your organization

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a UX A a a 2020 - #UXA2020 Da 2 Wed e da , 26 A g 2020 Ca i ed b : Ti a Fa
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 35 be back i h e e a i a 10.45. Tha k e ch f j i i g f he i g, a d e i ee back e h . (M i g B eak) STEVE BATY: Tha k , Rebecca. He , e e e. We c e back. I h e f d ha e f a d e-e e gi i g. A a g d ge he b d f i g i be ee he e a i a i f a k . N , e eake c e f he S a e , a e , f Ohi . Kei h ha bee a UX ac i i e f a ea a d he a d I e , e ec ec ed, he a d I e i e f he fi i e a he IA S i i Me hi i 2009. He , Kei h, ha k f j i i g . KEITH INSTONE: He , I' he e, e a ed a d a ake. STEVE BATY: W de f . I i ha d e a d e e e ai . KEITH INSTONE: Oka , e e ge i d e ed , beca e e' e g i g be d i g e i g a d fi d he Q&A a d ge c ee ha ed. D e e e hi g k g d he e, S e e? A igh . Tha k f e i g e eak he e i h . We' i h gh e hi g a d ea e e i e f e i a he e d. I a ecia e S e e he he e ha aid, e , ab he e ha e e a e i . Le ' e d i e a ki g ab hi e ca ed e e e ie ce ha e d k i a d ha e a a e i . The e i e he e i he d f e e e ie ce i c f i g a d e ed , ha a g d a begi . A i e bi ab e. I' a c a , I ee he e h gh he i g c a ie de e hei e e e ie ce ac ice. M ca ee ' a ed acade ia i d a d c i g. S , I hi k ha he e ee hi g
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 36 f diffe e e ec i e a d I' e bee i ed i a f c i hi g e he ea ch a he Fi W d U eabi i Da , ece 24 h f UX hich a a f e e d . I' defi i e ha e a c i a ec ha e a k ab da . We' e g i g d e Z i g. Le e a ch he fi a d ee if hi k . I a check a d ake e ha e e b d i ead begi . G ahead a d a e h ' e fee i g igh . G d. The fi e i I' e d e i hi a k a i face- -face ee . We' e ge e f he c e a i g i g a d e' e a ab - hi d , I' g ahead a d ha e he e . Tha k f bei g ice a d a i g e , ha ' e ead , ha ' e j he e ai i g f Ca he i e begi . I d ee ca , h ef I i be ka d i g hi ! Le ' kee g i g. The e e he c e , hi e f he a cie Chi e e hi he La T i ab h gh , d , cha ac e a d de i . We' e g i g e d i e hi ki g ab h e de c ibe e e e ie ce, ha d d e de c ibe i , beca e ha he f he d e ake, if e a hi k ab he cha ac e f a a fe i . If ' e a Gha di fa , he ha a i i a e. Y ca f ha e. If ' e ee he ie The I Lad , Ma ga e Tha che ha a e i he e ha i a ib ed he ha he e a d . If I e e ick a Ma ga e Tha che e e f hi a k, I d bab e hi e, h gh. I' g i g a k ab diffe e i e e e ie ce. A hi i I' ab 16. I a ed i h ab 12, j kee addi g i e i e a I' e bee a ki g he c i ie ab diffe e a ec f e e e ie ce, ge i g a , ha d e ea he e a " e e e ie ce"? Whe e a k ab i a a ce , a e h d g a a ki . Nice ee e ke ch e he e a he e e . I did hi a k a a c fe e ce a d hi i he ke ch e ha a d e f he a k, hich i g ea , b I ade he - he ke ch e had a ha d i e, beca e e j ed i a d
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 37 de . The e e k c he e , b d i g he a k i bab a ' c he e . Agai , he e ide a e a ai ab e if a d ad he a e a d f a g. A I' e bee d i g e ea ch, he e a e he e e a ki g ab he e diffe e i . The e' P dca a d e e e ie ce a a b d a i d e . If ' e a fa f he Fi di g Y Wa , he ' e a ki g ab e e e ie ce a a de ig ea . I i e ed Wha i W g i h UX a a d he h a d diffe e i e e e ie ce a he i e. Me h d g , i hi a ic a ca e. I a g ea hea Da a ab a h a d a ha f ag , ha d e ea he e a e ha e de ig ? Diggi g d a i e bi dee e i he d ha e e a k ab i a d Vi did a g ea j b a ki g ab ki , igh . I e a h a ki , a ki ? Th e i e de ai a e . I' g i g e a d e f h e. He e' a e a e - e e he e - ha i i i f he e UXe ? I' e d a i e ki g a e f h e ch ice . We' e a ab 20%. Ma be e f ha e hea d he e UXe , a be ha ' a e e , I' e. We' e a ab 50%, ha k f c ib i g hi a . We' e a ab 60%, e e e d he a d ha e he e . L k ike ab e- hi d f aid bab ca e f a UXe . Tha ' g d k . S e f aid i a be e ha UX/UI. We ca a k ab he igi f ha e a d ha g d a d ha ha i a be d i g. S e f k e e c f ed, beca e he e e ' e if I ea a e e e ie ce de ig e e e e ie ce e ea che . Of c e, I e he a e , he a ca eg ie . Thi i e e e a k ab a a UXe , e e a e i e i h hi h e a k. G d, ha k f i . The igi f hi a f a Faceb k UXPA Faceb k age. O he ef a e f hei a e . T e, ha a e i e e i g a i he Me c d ee e e c f i g, i hi a e, i hi a ki ? Y a e f h e di c i g i g a d he
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 38 hi g a ed ge a k a d ea ." B if ha e a 4- ea deg ee ge a be e i e. S , ee e f he e hi g ha e i g i c i ie a d he i e ded i h, "Wh a e e a g i g ab hi a a i he fi ace?" Tha ' he ba i f ha i a ed e a hi ki g ab he e diffe e i , b eaki g a a ha e ea , fig i g hich e ake e e, b hich i d ' ake e e, b e e a e e di g a f i e a ki g ab he ." Le e g back a d ge he ide a . I had a 12- ea - d e he e i e Ja a c i c ea e hi i e he e ca c ick i a d i i a d ick e f he e i . Whe hea eb d a , "UX i ea ," he ' e a ki g ab i a a i d e . We' e d i e a ki g ab e e e ie ce a a e e i ha f i eb d ' i d a he ' e i g hi g . We' a k ab e e e ie ce a a ac ice. UX A a ia, I d c ide hi c fe e ce a c i , a c i f ac ice, a d he e e a e a ki g ab UX c fe e ce a d , he ' e a ki g ab h e d hi g a a c i . The , e ca a k ab fe i . I he e ch a hi g a a e e e ie ce fe i ? The e' a k ab a cha ge age . Whe hi k ab e e e ie ce f he e ec i e f bei g a cha ge age , a ea f e e a , i ea cha ged he a I h gh ab ha I did a da - -da ba i . I a ' a acade ic e e ie ce, i ea a e ed. The e a e ha I a d c e i g ha e e a e a i g a d d i g. S e f he I d ' ag ee i h. S e f he e a e c e ia , b i ' j f e di c i a d ge hi ki g e ab h e. We' c e j he high- e e e i h 16 i I eed ab 2 h g h gh he a if e ea a e gage i f di c i a d he , b e' di c e e f he e a a high e e . Fi , e e e ie ce a a b d. I' i g i i a he i e. I ' ha d a ici a e i de ig T i e di c i a d . O e e a e,
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 39 bab he c e a e i he I ee UX/UI a a j b i e I fi d h ca e i h ha i e a d a k he . I ge e a ge h ee diffe e e . O e i , "I' he HR e , I d ' k ha he e d ea , I' j ai i g f he e e f i ." O he f k he I be, he ad i , "Yeah, hi de ig i a b ch f UI de ig , e eed eb d h ca c a k a de ig a fa a ib e." The e' a a e ca ha a ha a h i ' a e a ig , i ' a i g UX a d UI i he a e, i ' a ig a d hi i e i g T- ha ed ge e a i e ha igh ha e bee ca ed a I f a i A chi ec a d e e ha e e ed - f be e e - he e fi e cha ac e e e e hi e ha e' e had f i e e i e, i j cha ge e i e. F e, he e' a f b d a ec i . B e ' g he e i . Le e a ch he e . A e e e ie ce i a i e i e e ge he i e ac i g i h ha ? I' e ick e a d e, hi k ab e e e ie ce a a i e i . Wha d be he e f hi e e ce? We' e ha f a he e, ha k f c ib i g. Thi ca ead a a ge a d e ca g 15 i e ff. Whe e ca ha e di c i ha e a ack c e a i af e a d . I' g i g e d he . 53% aid d c a d e ice - ha ' e g d. Tha ' c i e i h ha I' e hea d f he f k . A fe e e icked eb i e , a fe e e icked ech g , a fe e e icked a c a . We had a g d h i g, 25% f a e . I e e i g, a e f icked e e. I igh a g d a a ge i e ac i g i h e e - hi d be a i e e i g di c i . Agai , a e e e ie ce i a i e i ha e e ge he i e ac i g i h d c a d e ice ee be ha ake e e . F i , I' aki g a a e e , e e e ie ce a hi he e i a i e i ha e e ge he i e ac i g i h d c , e ice , ace , b a d , e a d ga i a i . I
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 40 b j b a he e d f ha he i e ac i h , i de ha e a di c i . Whe I did hi a k i Ci ci a i I be ie e, a c e f f k e e ike, "Le ' a k ab e e e ie ce i e ac i g i h ace ." The e e i i a ea i a d a he e a d i g I e e f hi g . The d i cha gi g fa e' e g i g ha e kee e-e a a i g ha e hi k f hi e e e ie ce a a he e i . B , agai , I j ade hi igge e di c i d i g ee - , b he e i a a ISO defi i i . I a i e b acade ic , b i i e hi g e ca ha g ha a a c i efe hi i e e e ie ce a a he e . Agai , he ge he ide , if ea a ead i ike a c fe e ce a e ha ' 20 age ha ' a acade ic a a i f i , ca . The e' a i k i d he e; e' e g i g c e ha . Wha I did he e e hi k e ab e e e ie ce a a he e I ed e f he diffe e defi i i a d a ed b eaki g he a a i e , i he e defi i i , h ' he ac ? Wha e a e e i g f he ac he e a i f hi ac i ? The , f he c e . The i i e, he ec d e i he ISO defi i i . The hi d e i he c e e i Wiki edia. Agai , ca ee e i i a i ie i . I ' a e e e, diffe e ce ki d f d f e a i a d e ce i a d e i a d diffe e c e , b a d c , e e ice. The e' a c e f he defi i i . Thi ec d ba ch a e he i e e i I c d fi d. The e ' e ce i f a e , ha ' a h a ca ge . Th ee f d . Tha igh be i e, b ha ' a e g d e. The a e a e i bab he ci ed he I' fi g he eb a d eb d c ea e a i k f he d " e e e ie ce" he a g hi Nei e N a G defi i i . The , a f he a ec f a e d e ' i e ac i i h he c a , i e ice a d d c hich i a i e bi diffe e , e ecia gi e i 7% f
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 41 aid "a c a ", hi k ab ha . O ce a f c i g e e e ie ce a a he e , he e i , ha a e he a ib e f he e e ie ce? I eed b eak he d , ha ' he ' fi d he h e c b i e e i g a d eek b k ike Mea i g he U e E e ie ce a d d hi UEQ, hi e i ai e hich he ea e e ic i - h ea i hi ea , h e a d i a i g? The e' he e a i g ca e . M high- e e ac ica hi g f a f hi , I ec e d he I' a ki g c ie e f g a i ge he di c i g e e e ie ce a a he e i hei ga i a i . C a a ki g, ike Da B a a k e i - h i ha deci i i ac e ' e e ie ce ? We igh ha e ade ha deci i , beca e i ' g i g ake e e , a e c , be ea ie i e e . The e' f ea , b a e e e ie ce i bec i g a b d a d f he hi g a e g i g i ' ea ge . Thi i ge a f i e i a he i e. I d ' c ai if e e a efe e ci g he Nei e N a G defi i i , beca e I d ' hi k i ' a ab c a ie . F a ac ica e ec i e he a e a ki g ab e ' e e ie ce , e he ecific e ca i i a i . Tha igh be c e e ia c e c e c e f e . Whe I k i h HR f k e' e a ki g ab he "e ee e e ie ce" he " e hi e e e ie ce". If ' e i hea h ca e, ' e g i g be a ki g ab he " a ie e e ie ce" a he i e. If ' e i g e e i ' he " e ide ci i e e e ie ce". Le ' d a he he e f he e e f i . Le e a ch a , h d d abi i e i g? Thi i e I' e ick i e e if a . Wha ha e f d abi i e i g ef f ? We' e a ab a hi d. Thi e i g i g be ha de d he a h , beca e e e a e icki g i e hi g , hich i g ea . We fa ha e e e h ' h e a d a he d ' d abi i e i g. We' e a
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 42 - hi d , I' g i g g ahead a d e d he a d ha e he e . We ha e 90% f he f k a i e a i e i e a de ig . Tha a che ha I hea f he g . Whe e e e Jac b Nei e a d a eed h ee f e , i ' i a e ha g ide i e a ie hi e f abi i e i g, igh . B abi i e i g i a e h d ha e ca d f he hi g i h. We d ' d i j i e de ig . We e i e e i f ge i g i igh f e e ea ch. Like Da e i ed i he e i a k he did a abi i e f he c e i e he he fig e ha d g bef e he a ed a ede ig f i . C fi a ch eadi e . S e i e he I k i h a - he a i MVP ead a ch? Le ' ee if i ' eab e bef e e fig e if i ' iab e. Y ca be ch a k i h i . I' e f e bee ca ed i he c ie ake eade hi a d a abi i e ca be a g ea a . Y ake e e ec i e ge a ch he ide a d . G ea , ha k f ha i . S , he ke i , he e' a g f i ha a e ab ha e d a e e e ie ce ac i i e , he ce e , he e h d gie , he e , he a d he ki ha e ha e. The ke i ha he e e a a diffe e ac i i ie , b e e i e eed ea e he a a . Like Da a f c i g . S e i e e j eed f c . A I' e bee a ki g ab he e diffe e i ab he e ac i i ie ha e d , e e b d i fa i ia i h he e diffe e ce e . The e' a i e a i e e -ce ed de ig ce he . D b e dia d ha Da a ked ab . He e' he i a i a i f a d b e dia d. He e' he C e g a -di ec ed e a d if ' e ead The E e e f U e E e ie ce ha ' a ki g ab e e e ie ce a a ce . A f begi e he I a k he , he ' e a gh a ce a d ha ' a ha he k . The k he ce , b d ' de a d ha e a ha e he e e h d ike abi i e i g, ike e e acki g a d diffe e e a d
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 43 e a ha d ' ece a i g i a a ic a ce a a a ic a i e. S , if ' e ea hi ki g ab e e e ie ce e h d ' e hi ki g e ike hi cha he ef , hich i i de e d hich e e ea ch e h d d e e? D a beha i a a i di a da a a i a i e? If hi k ab a b d f e h d e e i e d a jec h d be ike, h d e d e a c ec e hi g e ? Ma be e f he c e i diffe e a d he e a e he e h d h d be e i g. A f he e i e e e ie ce a e e i a . L f c fe e ce a e a ab he ac i i ie ha e d . I e c age c ie ha e a ce f e h d g , b ake e ' e i e i g a d i a i g. S e f he ha e bee d i g hi g f a hi e, b ca ' i e e e be h . S , he e' i f f i a e. F e ib e e i g d. We c d ha e a h e he h j he ha a e a ai ab e . T ha e e ded f . S e f k e he dic a e he e h d a d he ce . A ed , if e ha e a e e i g.c acc , he ef e, e e i e e jec e e if i d e ' ake e e. Ma be a d e c d a k e ab ki e . Le ' d a he f he e e f i . He e' a ce a i , e ec i e a i e e i e e ea ch. Wha a e g i g ec e d? The ' e a ki g i i . Thi e i c ica ed. Y ca ick e. I' g i g gi e a ec d ead he e hi e I ge a d i k f a e . Thi i a b a d- e e i f e. I ha e ' a ked hi f a g bef e, I ha e idea ha g a e g i g a e . I a ha e idea if hi i a g d e i a k, e' ee. We' e a ab 50%. We' gi e a c e e ec d hi k ab hi . Wha d ec e d ge e e ce f e e ea ch? I' g i g e d he a d ha e he e . Wha did e ha e? 30% f a i g hi e a fe ecia i he e e ea ch g a , ha ' he a e. The
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 44 ec d a e i "a f he ab e". Thi d a " each e e e ee de ig hi ki g". Af e ha , e a e e "Hi e de ig e d he e ea ch a d fi d a age c " a d 9 f aid " e f he ab e". Wha d d i hi ca e? I ' c ica ed a d I did ' i a he g ea i he e. Thi c ec i f i - ha k f i ha - hi c ec i f i a e ab hi ki g ab e e e ie ce a a ga i a i a ca abi i . H d e ga i a i d a he e ac i i ie ? I ' a d h d f ea , ha a e he e ha a e ea ? I i a de ig ea a c e e e ie ce ea ? Th e f hi g . H e e e ie ce fi i e a i a a eg . Y ga i a i ha b i e a egie , a ke i g a egie , b a d a egie , d e i ha e a e e e ie ce a eg be a i h i ? I e e e ie ce a eg e bedded i he e ? I ' a a d hi ki g ab e a a cha ge age a d ha f i d e ga i a i ha e he e e e a k he hi k ab a d f c hi he e ca ed e e e ie ce. Whe e a k he e e hi k ab i , e i e i b hei i d. A i e bi e hi ki g f e e e ie ce a a ga i a i a i d e . I' e c e ac ga i a i ha hi k ab i i f diffe e a , i ' ike a a e de , b e c ica ed ha ha . Whe I a k e g he a , "Thi e e e ie ce hi g i ea . I ' a i e a IT hi g a d e' e aki g f e ee , a g a e hi ki g f he e , e' e g i g d b e. E e b d i be ice a ha ." Tha ' g ea , b a e gh. B ha ' e a e i . The e a e he ga i a i , he e ha ha e a b e i a e hi ki g f hi a a echa ica ce . The ' e hi ki g if e ca j ge he echa ic igh . S e g ha e a ce a d he I a k h he a , "We ha e a ce a d f i i h de a di g h ." A hi k f i a e a age ia c a . Thi ki g ab e
12. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 45 e e ie ce, h d he ie i ? H d e i fi i h he aff, a d e e hi g e e? A he e f he e i i a d bei g a cha ge age . I' j e e a hi . I ea da , I fig ed ha I a ed i g ab cha ge a age e a a a e f i a . O e f big jec i i d he I fi a ed a a c e e f a d e e g fi ed, beca e jec fai ed i e ab . C a , I d ' ike bei g jec he e e e ge fi ed, ha a I g i g d diffe e e i e? Wha d e e a d e ha e d diffe e e i e? I d ' ike hi ki d f hi g. Like a f - a d I d g he IA C fe e ce ha S e e e i ed a d he e'd be e e he e a ki g ike, "He , e' e I f a i A chi ec , e' e cha ge age , he e' h I' dea i g i h i g I f a i A chi ec e be a cha ge age ." O e i e I g e e i a d a ed ha gi g i h fe i a cha ge a age . Y ca ge a PhD i hi ff a d he e e e he i e b k ab a he e e h d . S , I b gh he b k a d ead he b k a d e c fe e ce a d did a d cafe de . We' e ed he P -i e, b i a d cafe ' e ab e i e he ab ec h. Thi beca e e f c i g ad a age ha c ie d a ecia e. "Kei h, e eed d e e e ie ce a d a abi i e , b e eed cha ge he c e. We eed d a abi i e , b ce ' e g e, I eed e e b d e e ag ee e h d d abi i e i g a he i e." Oka , ha cha ged he a I c a d , I' a a i g e be f e fe i a ga i a i ca ed cha ge a age a d I g hei c fe e ce a d a k a d I' a i g gi e back a i e bi . S e i e e ea I' g i g d a a k i h he Ohi cha ge a age . The ' e e ci ed ab e a , he ' e a i g e e a i hei cha ge a age e k a d I' g i g e he g ea ff ab e a , b e f he ff I' e ea e 20 ea
13. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 46 ha e a a e ' e fec ei he . Whe hi k ab e e e ie ce a a ga i a i a ca abi i he e' e ad ice. Take i ea e i . If a b i d a e i e e e e ie ce. The e a e ce ai i e c ie eed b i d a e i e, he eed c ib e he b i e, i c ea e a e , he eed b i d a e i e a d ha ' g ea . N ada I hea e f k a ki g ab hi De i i g e e e ie ce, igh . Sh d e he e e ea ch, h d e each e e b d e e d e e ea ch? T e, ha ' a -b ai e if I' i g cha ge he ga i a i . Agai , hi ki g ab he e i e e e ie ce a a ga i a i a ca abi i he dea i h e f he e big i e . Of c e, i a de e d ga i a i a c e, de ig a e. Whe e e a b d a k a e i ike, "Sh d e de c a i e e e ea ch?" M a e i , "Of c e, i de e d ..." Tha ' he begi i g f he c e a i . O e e , I i e. Le e a ch he e e. Wha h d d be g d a UX? He e, I ea " d " i ge e a . I c d be g i g a i e i ge a 4- ea deg ee, g i g a b ca , b i g 20 b k . Wha d hi k h d be d i g a ea ha he e e a a d ? We' e g ab e- hi d f he g i a d I' e I ef f hi g ff he ac a i . I had 20 i e i , b I had c i h he e. B e ca a k ab h he e h d be a i f ab 20 hi g he e. We' e a a i e e ha f. Tha k f a i g a g. T i g ake hi a i e ac i e a e ca . We a e a a - hi d , e e e d he a d ha e he e . I ha ha e ec ed? We g 50% f aid "c g i i e ch g ", ab e- hi d aid "h a -c e i e ac i " ab a eigh h aid a if g a hic a d i a c ica i de ig ", aid "C i i a j ice". Wh did I i c i i a j ice? N beca e e a e c i i a a d e eed ea he a ch, b I ked i h e c a he e he ake f a e
14. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 47 f P ice De a e i he U i ed S a e a d hei e e e ie ce ea i ade f e e ha ha e died c i i a j ice a d he ea ed he e e e ie ce , b hi e e e ha ha e a f dee e e ie ce i ha bjec a e e e i e. S agai , a f bei g he I e de , ha h d I aj i ? Wha a e a i a e ab ? If ' e a i a e ab c i i a j ice, d ha . Y c d be a g ea UX e i he c i i a j ice i d i he e if ha ' ea ha a d . S , he e' f ca ee a h . Le e ha i g ha . Agai , ha k f he i . Thi c ec i f i a e a d e e e ie ce be d ga i a i . Y igh k f a ba k, b he e' f hi g ha e' e dea i g i h a d e e e ie ce ha e ch be d he e k. We' a k ab f c i hi g . Thi b cke i c i hi g , e acade ic hi g ike a fie d f d , fe i . I' e hea d he d " e e e ie ce i d " ed a a d I' e ha i ea , b e c d ha e a di c i ab , d e i ake e e e e hi k f a a i d ? Ma be i d e , a be i d e ' . I did e ea ch a d he a e f e e e ie ce a a fie d f d , a f i e i ie i A a ia. Thi a f e f fa a a . I' e i ' a acc a e e e e a i f ha i ' ea ike he e. S fi g he eb a d eadi g c fe e ce ceedi g a d , I f d f h a c e i e ac i . A Q ig e a ed a NSW S d e i c e cie ce a d ha ee ed be a big dea . The e a f e c fe e ce f hi HCI P fe c i g S d e . I did ' fi d ch I f a i A chi ec e ecia . I i fi e he e f g a hic a d i a de ig , b ha ' a d i he b cke ha I a ed fi di g. I k ike f deg ee c i g f de ig ha c bi e i i h de ig c i g a d a deg ee. Agai , I' ki g f c a e ha a k ab e e e ie ce ecifica . The e a e ' j ge e a c a e , beca e f c e ca
15. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 48 ge a ge e a - e de ig deg ee a d i be a g ea UXe , b he e a e g a ha a ed a ki g ab e e e ie ce ecifica . I f d a i e bi f c g i i e ch g e ea ch Lab , b i e a age e a d he f d e i ga i g, hich ded i e e i g. The ' e c i g a i f a ga i g e ec i e a d a , he if ' e g d a aki g ide ga e , he ca ake a f e e ie ce . Thi i a bia ed ie f j e da f e fi g he eb. We c d ha e a he c e a i , e c d g ch dee e a d c d e ai e f ha he a e f UX a a fie d f d i f A a ia. Wh d e hi a e ? Thi g a h i ' he be f COVID dea h i Ohi , a h gh i c d be, i i Nei e N a G ' edic i f he be f fe i a i he d a d he edic i i i ' g i g kee g i g . F a f he e i e f a a fe i a a fie d f ac ice ha h d e be d i g? If hi c e h d e, e' e g i g eed a h e e f k a d e' e g i g ha e ge be e a ai i g a d hi i g, a f ff. I' a i g hi k f hi - h d e hi k f c i ie i hi f 3- a e ed a ? I' e iced f ee - ha ha e bee e e ged f e e i e e ed i e e e ie ce. UXB i ba e i e e a e a d he ' e f e a hed ge he i h he hi g . U e e e ie ce a d d c a age e , e e e ie ce a d big da a, e e e ie ce a d digi a a ke i g - he e a e g ea c i ie ge e e ge he ha e he a ea i g ab e e e ie ce, ge he e ci ed. A f f k f he fe i a e i e e ed i e e e ie ce. Thi i he e fec a b idge e f ha ga . F g e e a d de ge hei fee e . The , he e a e I d ca he ac i i e a e , he e he f c i j b , ei he h ge a j b, h kee d i g j b? We ha e c fe e ce ike UX A a ia hich a e a e e, b i ' ea a d hi c i f ac ice f h e each each he
16. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 49 h d e e e ie ce i he cia e i g a d a ab e i g, ike I DA S d e d e . I ' a f e e e ie ced e e e i g he ge e e a d he i g he ge be e a ha he d . The he e' a fe i a e e , hich f c e e hi g ike a b d f k edge. N d I a k h d abi i e i g, I a k he cie ce behi d abi i e i g a d ea he de ai a d I ea a d i igh . S , e f he hi g ha Da a a ki g ab . We' e g i g he e e e , e' e j d i g e i , e' e ac a ge i g i he cie ce f e i . Thi g ab acade ic a d a f c ec i acade ia. O e he igh I did a a d a e f diffe e c i ie I f d i A a ia a d a ed a i g he ake e e hich e a e e f he c i ie f i e e , hich e a e he c i f ac ice, hich e a e e fe i a . I hi g ike O chi a he . I' e f k a e a a e he e' hi g ea h a i e ac i acade ic c fe e ce ha ' bee g i g f 30 ea . L f b d f k edge f e ea ch a d ha ' bee a d. S e i e i ' ha d ha e ha fi e d i ac i i e c i , b hi g ike he e' a Me b e CXPA c e e e ie ce a d I he a he . O e ea j i ha e k i ge ce ified ge he CXPA ce ifica i . Tha ' e f hei g a . I ' j ha g a a c fe e ce a d ge be e , b he ' e a ki g ab ce ifica i . Whe e a k ab e e e ie ce a a fe i , ha a e he e i e e ? H d e ack ? I' i e e. O e he ef I' e a ed aki g a i f he I k a he hi g ha ca he e e " fe i ", he ha e f f - i e cc a i . The ha e i e i g a , he ha e ai i g, he ha e b die f k edge, he ha e e hic . S e f he ha e ice i g, igh . S e f he , a a f he a e ec g i ed b he g e e i e a . O he igh , I j ed , if a
17. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 50 ake b idge i A a ia, a d a be a e gi ee a d he b i d b idge ' e g ge deg ee f a acc edi ed i e i , a a e , a d f h. I h d ha e ed a a chi ec e e a e ike Da ed, b a a igh , h d e ack c a ed ha ? I did a i e bi f e ea ch diffe e cc a i i diffe e c ie . The e' ac a a A a ia a d Ne Zea a d a da d c a ifica i f cc a i a d I ked a d f a da i g fi d diffe e e e e ie ce- e cc a i i he i . F A a ia, I a i e ed. I f d . I f d e i hi g a hic de ig ca eg ca ed a eb de ig e a d a he i he ICT ec i ca ed a abi i a chi ec . S e he e i a da aba e i a ac a c f he be f 232414 ha a e c ed i A a ia. Tha ' a a , e' e i he e e he e. I' e ked a Ca ada a d he US a d he ' e g diffe e de . I Ca ada i ha a e f j b ha i ca fe i a , hich i ge e a ea eed a 4- ea deg ee bef e ge a j b i i . The he ha e e f a ech ica ack ha ' a he a , ike ca ge a j b j i h he j b ai i g. S eb d i Ca ada ha iced ha he e' bee a f UX b ca ha a e c a ki g e e e ie ce de ig e . Thi i ike a ca ee a h f eb d a d ha ' d c e ed b he Ca adia G e e . Tha ' a ig ha e' e ge i g c e a be bei g a fe i . I he US i ' c e ed . The de c i i f ha he ca a eb g a hic de ig e i f 1995, ch h e he e, b ha ' i e e i g i I ked a d, I c d ' fi d a hi g ab e e ea ch. Agai , if a ed be c a ified b he A a ia G e e a a e e ea che , he igh ca a a ke e ea che . I' i e e, a be a e h g a he , b hi g ha ' a ecific cc a i e e e ie ce. Whe e hi k ab e e e ie ce ac ga i a i , e' e ge i g i hi idi ci i a ca e ff, hich i ha d. I d ' ha e a a e f i . E ecia f a
18. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 51 c ike A a ia, h d de e a fe i ? I' i e e. I ' ea j a he c e a i . B e hi g ha Ta ia a aid e a ed i h e, if e a a d a a d a a g i e, e eed j i . Tha c d be e ad ice f . H a I d i g i e, S e e? Oka ? STEVE BATY: Y a e igh i e, b i e f e i . We' e g a c e i he Q&A a e , h gh. Ma be c d ake a ick k a h e hi e e e e eake . KEITH INSTONE: Oka . STEVE BATY: Tha k , Kei h, ha a a hi i d f a big a d c ica ed e ace. Tha k . KEITH INSTONE: Righ , a be ake i a i e bi e e ! STEVE BATY: I hi k e' e a a fa he e. Tha k . O e eake i Ca he i e Hi . Ca h i j i i g - he e he c e . Ca h i he e i a age f E e ie ce S a eg . CATHERINE HILLS: Hi, S e e. STEVE BATY: A e ead g ? CATHERINE HILLS: Ye , I' j ha e d he ha e a d I ea e j ed ha a k b Kei h. I a ea fa a ic. A f ea i a i e he e a d ac ice a ea .