Designing For CX (The UX of Social Media)

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Designing forCommunity eXperience (CX)

The User Experience (UX)of Social Media

May 2009

SocialMedia404.com

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A Brief History of Time

A.J. Kim “Community Building on the Web”:

Individual “clouds”

Social Media:

Interconnected clouds

Same principles apply, plus more

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Kim: “Social Scaffolding”

1. Purpose

2. Places

3. Profiles

4. Roles

5. Leadership

6. Etiquette

7. Events

8. Rituals

9. Sub-groups

Allow for growth/changeImplement feedback loops

Empower users

“Nine Timeless Design Strategies”

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Sounds like Social Media?

Sort of.

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Web 1.0: Content (Media)

“Social” waslimited to

closed spaces,non real time & manual info flow

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Web 1.5: Blogs

Blog post

99.99%

0.01%comment

commentcomment

commenton

comment

Blogs are “podium content”, anddo not naturally promote community

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Web 2.0: Interacting (Social)

“Social” is nowinterconnected

spaces

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it’s all aboutinteraction.

flickr.com/photos/polandeze

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CX is People, not Technology

• Personalities communicating electronically

• Openly as individuals and/or groups

• Whenever and wherever they want, saying whatever they want

• As peers (perceived, real, or neither)

CX = the community personality, and the individual’s experience with it.

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Conceptual: Community eXperience

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CX Implementation

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Things To Remember

1. Design for personality

2. Technology can enable/emphasize the good, the bad, and the ugly

3. Your audience is no longer captive

4. Leadership is crucial

5. Measure, adjust, adapt

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flickr.com/photos/ -bast-

there remains much to discuss…

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Conversation

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