We’ve Never Had it So Good UX Australia 26th August 2011 John Walsh
Nov 11, 2014
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
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?