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
2. Who the heck?
3. Photo credit: Jeff Croft Director of UX projekt202 Personal Site NickFinck.com Twitter @nickf Notable UX toreador
4. ...or you can just call me “dude.”
5. we make software make sense.
6. 100+ designers, technologists, researchers, & strategists 3 studios + 5 satellite offices Denver Austin Seattle Berlin Dallas Denmark Los Angeles Philadelphia
7. Some of our clients
8. Where Are We?
9. we are at a pivotal moment in time
10. Things are about to get epic
11. Viva La Revolution
12. Mobile Revolution!
13. Mobile First
15. Responsive Web Design
17. Beyond what we think
19. No, I mean really beyond...
21. Well beyond...
23. We’re thinking too small
24. Don’t be the greedy Han Solo...
25. Be the hero Han Solo!
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.
27. We call this the cross-channel experience
28. Mobile and physical shopping experiences need to become seamless – embracing technology can bring in more customers. - Steve Rothwell. The Guardian, 2012
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
32. And its not just retail that is evolving with technology..
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
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
35. Geography Industry Business Process People Function A New World
37. Two Examples
39. I needed a lift to the airport
40. I decided to use Uber
41. My location is inherent in the mobile app
42. In 8 minutes a car pulled up
43. Payments are automated & you can rate the driver
44. Receipt is emailed
45. I can track my trips online
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
48. I wanted to get a mountain bike
49. So I researched them online
50. I wanted to try them out in-person
51. They had many mountain bikes
52. ...and places to test them!
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
54. So What dude?
55. Doing this will lead you to being...
56. Certified Awesome!
57. Thank you.