The Experience Gap (UX Camp Edmonton)

THE EXPERIENCE

UX Camp Edmonton | May 11, 2013

GAP

@gsmith @nform

#experiencegap

People’s expectations are shaped by the best software and devices they use. And the best is getting better.

Only a handful of organizations have the skills and expertise to develop these exceptional experiences.

Technology is now at the heart of almost every interaction between people and organizations.

This combination is a huge opportunity for UX pros.

EXPECTATIONS

CAPABILITY

TECHNOLOGY

OPPORTUNITY

EXPECTATIONS

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People’s expectations are shaped by the best software and devices they use

http://www.flickr.com/photos/38856921@N03/8011270952/

Canadian SmartPhone Penetration(ScotiaBank DailyEdge, Mar 6, 2013)

67%

“The Reimagination of Nearly Everything” - Mary Meeker

“How quickly the world owes us something we only knew existed ten seconds ago.”

CAPABILITIES

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Understanding UX

http://www.flickr.com/photos/58571789@N00/5767913931/

UX is intentional creation of products or services that elicit specific outcomes for their users and the organizations that create them.

Design

Context

People

Research

DesignEvaluation

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Expe

rien

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ap

“Two hours training. Still can’t use it.”“Two hours training.”

“Please Read Instructions”

Instructions“Enter”

Press here

Only 12 floors in building, all elevators go

to same floors.

Address (in case you don’t know what building you’re in)

Call Elevator

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As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences

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As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences

2000 2005 2010 2015 2020

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lity

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DesignEvaluation

TECHNOLOGY

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2

1 People want exceptional experiences

Poor experiences cause frustration

3 Every company is now a tech company

Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/

“More and more major businesses and industries are being run on software and delivered as online services... Over the next 10 years, I expect many more industries to be disrupted by software” - Marc Andreessen

Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/

“All of the technology required to transform industries through software finally works and can be widely delivered at global scale.” - Marc Andreessen

“The machines have already taken over and resistance is futile” - Brad Feld

Photo: http://nakedentrepreneur.tv/brad-feld/

OPPORTUNITIES

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Opportunity

Frustration

++

PayByPhone

Consumer devices

Consumer software

Enterprise software

Service delivery

WebsitesFailure of Agile

Small UX Budgets

Why Has Agile Failed?• As it’s commonly practiced now, agile fails to

address several key problems:

• Doesn’t engage users• Doesn’t iterate

• Doesn’t create a coherent picture of the end product that all stakeholders can understand

• These are all critical to producing better products in large organizations!

Will Lean Succeed?• Lean software development shares some

principles with UX and with Agile• Seeing the whole• Rapid learning• Building integrity in

• Lean development & UX are being merged in consumer software development.

$5,000,000

$100,000

$5,000,000

$1,000,000

2000 2005 2010 2015 2020

Qua

lity

of E

xper

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Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Expe

rien

ce G

ap

2000 2005 2010 2015 2020

Qua

lity

of E

xper

ienc

e

Only a handful of organizations have the skills and expertise to deliver these

exceptional experiences

Most organizations will develop these capabilities slowly or not at all

Research

DesignEvaluation

@gsmith @nform

THANKS!