We've Never Had It So Good

We’ve Never Had it So Good

UX Australia26th August 2011

John Walsh

Senior Interaction Designer

&

Technology geek

- Been working in the digital space for 12 years- Seen lots of change in 12 years - both in our space & the tech world- We’re all users of technology- We all care about UX

1968 2011

- Encapsulates the pace of change- Today’s impression of tomorrow’s technology can sometimes miss the mark- “Wow, that’s amazing - look what we can do”- What we have lets us do so much more- I see technology as an enabler; of us, of better experiences- Wanted to explore technology’s impact on those experiences

Experiences

&

Expectations

Experiences

Technology’s impact on our

Booking travel

- Something we’ve all done- Many people will have traveled here this week- Think of the experience as it is today

Research Book Prepare Go

The Internet

Smartphones

Tablets

Aggregation

Flight Tracker

Destination Reviews

Forums

Computers

TV

Online BookingLatest Travel News

RSS

Social Media

Price Alerts

Broadband Connection

- A simple representation of the experience- Think of the different technologies you use- What’s the experience like without this technology?

1981

= 9 8

- Almost all technology today doesn’t exist- Hands up if you feel old?!?

Research Book Prepare Go

Research Book Prepare Go

• Destination

• Price

• Package/DIY

- A longer, less convenient experience compared to today

Research Book Prepare Go

• Paperwork

• Payment

• Visa

- Pen & paper- Payment is physical- Visa is physical

Research Book Prepare Go

• Insurance

• Vaccinations

• Currency

- Shop around?- No wikipedia- Good price for currency?

Research Book Prepare Go

• Delays

• Changes

• Check-in

- Changes in flight details

Research Book Prepare Go

- Fair to say the experience is better, more convenient, faster today - because of tech

- Another experience made better by tech - your experience now!

We’ve Never Had it So Good

- But we probably only realise it when tech is taken away

Louis CK

- Only when we look back do we realise how things have changed

http://www.youtube.com/watch?v=itn8TwFCO4M

improve experiences

Advances in technology

Enables

Empowers

Enhances

Technology

- Better, more convenient ways of doing things- Us as consumers- The overall experience- What does this mean for us as people who care about UX?

More opportunities

To engage

To surprise & delight

To innovate

- FOR US:- To go beyond consumer expectations- This is what excites me!

More touchpoints

(Push) Alerts

Email

TV

Websites

SMSMobile Apps

Social Media

Call CentresAggregation Services

Smartphones

Tablets

ATMs

- FOR US & BUSINESS STAKEHOLDERS:- More ways of making things better- Improving experiences

improve experiences

Advances in technology

- It becomes clear how much when we take that technology away- What about expectations then?

Expectations?

What does technology do to our

- More Louis!- Demonstrates how tech shapes our expectations- The sense of entitlement technology gives us

http://www.youtube.com/watch?v=itn8TwFCO4M

to be there

Consumers expect technology

- Would you buy a flight from an airline that had no online booking capabilities?- Bank with no IB?- If it’s not there, it affects the experience & therefore our perceptions

to work

Consumers expect technology

“Gah!”

- How many ‘give it a second’ moments do you have?- How often does tech frustrate you?- When it doesn’t, again it affects the experience & therefore our perceptions- What does this mean for us as UX people?

Conceive well

Integrate seamlessly

Execute flawlessly

Meet expectations

- This is the minimum we should be doing- Behind the scenes: minimise errors etc.

Surprise & delight

Innovate

Exceed expectations

FOR US:- This is what excites me - as a consumer & UX person

The past Today The future

?

- Where would we be without today’s technology?- What’s next?

Thanks!@jammylammy

UX Australia26th August 2011

- Questions?