Omnichannel customer experiences: A new design challenge
Omnichannel requires omnidesign and omnidesigners. Such much for omni to do.
Disclosure: I work at Informaat experience design (The Netherlands) ~ “Forget native apps, forget responsive webdesign, and say hello to omnichannel. We have moved away from the design of a single application, product or service. Increasingly, organizations have to deal with a multitude of them. This evolution is triggered by technology and raises a number of issues, challenges, and problems. How can we create a ‘seamless’ experience between all of the channels? How can we always keep the customer at the center of the design? And are our tried and tested design methods good enough, or do we also need a new way of designing, so-called omnidesign, to meet omnichannel’s needs?”
(Jantine Geldof a.k.a. @JantineG ~ Informaat BiRDS on a W!RE) ★
Connected experiences are compelling experiences
Everything is connected and distance is zero in any network.
“Today our phones can connect to our alarm clocks, our watches, and maybe even our coffee pots. Dan LeBoeuf, a designer who focuses on connected experiences across multiple devices, explains how we can use connectedness to improve our UX work.”
(Dan LeBoeuf a.k.a. @danleboeuf ~ UX Booth) ★
The future of UX design
Everything has a future, some bright, some less.
“The future of user experience is growing rapidly and remains strong as designers, developers, and those who hire them realize that user experience is becoming just as important as the product or service in which they are promoting. User experience and its body of knowledge as a whole is being refined and redefined as we learn what works and doesn’t work and how to overall best serve the users in which we design for.”
(Amber Leigh Turner a.k.a. @amberlturner ~ The Next Web) ★
Can we design trust between humans and artificial intelligence?
Get used to it.
“For many years, interacting with artificial intelligence has been the stuff of science fiction and academic projects, but as smart systems take over more and more responsibilities, replace jobs, and become involved with complex emotionally charged decisions, figuring out how to collaborate with these systems has become a pragmatic problem that needs pragmatic solutions. Machine learning and cognitive systems are now a major part many products people interact with every day, but to fully exploit the potential of artificial intelligence, people need much richer ways of communicating with the systems they use. The role of designers is to figure out how to build collaborative relationships between people and machines that help smart systems enhance human creativity and agency rather than simply replacing them.”
(Patrick Mankins a.k.a. @patrickmankins ~ FastCo Design) ★
The UX of open source content management
I guess open source applications is the second category UX forgot, just like enterprise aqpplications. Crypto apps for example.
“Ultimately, that’s what makes UX in open source content management such a daunting task. The limitless, unpredictable variance in use cases, combined with an ever-increasing demand for multi-language, “easy to understand” interfaces is difficult to keep up with.”
(Blake Callens a.k.a. @blakecallens ~ OpenSource.com) ★
What is different about user experience design for the Internet of Things?
UX design get more complicated. Design challenges for omni-channel, multi-device and cross-context.
“An excerpt from the new O’Reilly book, Designing Connected Products: UX design for the internet of things, explores considerations UXers need to be aware of.”
(Claire Rowland a.k.a. @clurr ~ UXmagazine) ★
Heading towards UX excellence: Challenges from the UX Management Roundtable
Or how the middle management of Enterprise UX deals with the wicked problems of the experience landscape.
Disclosure: I work at Informaat experience design (The Netherlands) ~ “There is a growing need for UX managers in many organizations. Employees in this new role are facing big and complex challenges. Informaat organizes on a regular basis sessions of the UX Management Roundtable. In these meetings challenges are addressed and discussed UX managers are facing. Conversations of the roundtable from the past two years have now been documented in a free white paper.”
(Susanne van Mulken, Rob van der Haar, and Peter J. Bogaards ~ Informaat BiRDS on a W!RE) ★
Good design drives shareholder value: 2014 design value index results and commentary
2015 version coming soon, because ‘the results are in’.
“The 2014 Design Value Index shows us for a second year that corporations that put an emphasis on design as a strategic asset perform significantly better than those that do not. As corporate design capabilities mature, executives are able to direct this power towards their companies’ most challenging problems. This, in turn, allows design-driven companies to grow faster, and often with higher margins, due to the exceptional customer experiences they are uniquely positioned to create. Key trends identified through this work include the rise of user-experience (UX) design as a sub-discipline whose growth is expected to outpace all other design disciplines as the number of digital interfaces expand and the significant investment in internal design capabilities under way in many large U.S. companies today, as we see from DVI companies Intuit and IBM .”
(Jeneanne Rae a.k.a. @JeneanneMRae ~ Design Management Institute) ★
The psychology of UX
Old and still relevant. Human characteristics are of all times.
“When it comes to designing the UX, we need to take into consideration the necessity for a social outlet within our website or application. Allow for greater social interconnectedness in your designs so that people can go to each other for guidance and advice within your application, such as with ratings, reviews, news and forums. Allow users to forge helpful relationships, be it with similar users or with customer support. Give people an awareness of the size of the community they operate in to give them a sense of belonging as well as the choice of where they want to fit in within the community by establishing their profile.”
(Vanessa Carey ~ Methods & Tools) HT janjursa ★
Merging service design with user experience design
Designing the flow and the journey as a coherent experience.
“There are as many ways of doing Service Design and User Experience Design as there are design companies working in these fields. This makes it somewhat complex and perhaps pointless to define these design fields. I understand that this blogpost will be a subject of discussion, and I’ll therefore begin by saying that the description that follows is based on my own, professional experiences as to the differences and similarities between Service Design and User Experience Design. (…) I’ll describe the differences and similarities between service design and user experience design and how they can work in symbiosis to generate exceptional services, products, business models and customer experiences.”
(Erik Westerdahl a.k.a. @erikwesterdahl ~ Screen Interaction) ★
How to become a UX leader
Leadership is not only a personal talent but also a social one. Our field needs that as well.
“No matter your status or situation, whether director or loner, you are in a position to lead, to raise the bar in a place where it consistently sits lower than you think it should. As an in-house UX professional, I’ve formed and run UX teams for multiple companies. As a consultant, I’ve worked with dozens of clients on hundreds of projects. Here’s what I’ve learned about how to get what you want. Most of these things can be applied whether you’re inside of a company or consulting for one, whether you’re a fledgling designer or a veteran leader. Note: This article will be leaving out the stuff about how to be a good UX’er in the first place, such as how to do good research, define strategy, track and analyze data and so on.”
(Robert Hoekman Jr a.k.a. @rhjr ~ Smashing Magazine) ★
The User Experience Designer’s Charlatan Test
Self-awareness is a great virtue.
“The purpose of this exam is an introspection for the benefit of our profession. I hope people undertake this test honestly in their hearts and let it serve as a guide for where they may wish to work on their profession in order to become less and less a charlatan and more and more a professional. For those who wish to hire UX professionals, I hope this quiz can also serve as a guide to ask questions that will lead you to a competent candidate. Let me just repeat what this paper is not: this paper does not single out any single company or person. I mean to accuse us all and almost without exception. There is no one company, organization or designer more culpable than another. My observations cover the work of many colleagues in many companies for whom I have not worked. So everyone should feel equally distressed.”
(Jonathan Arnowitz a.k.a. @arnoland ~ Arnoland) ★
Advice from UX heroes: 9 golden nuggets
Always learn from the experienced experiences.
“A little over a year and a half ago, I was a UX intern with no idea what the heck was going on. I had a million questions about the field and desperately wanted answers and advice. I decided to start a podcast to pose these questions to some of my personal UX heroes. For the 18 months I’ve had the privilege of talking with some of the brightest minds in our field. I’ve bombarded them with questions from my perspective as a UX intern, and they’ve shared their wisdom with me. What follows are the pieces of advice that were most repeated on the show and that stood out most to me. I want to share them because they inspire me to become a better designer, and to be better rounded as a person.”
(Wesley Noble a.k.a. @wesley_noble ~ UXPA magazine) ★
Envisioning experience outcomes
Getting hold of the messy concept of experience.
“When your organization’s goal is to differentiate on the experience, you must start every product-development project by defining the experience that you want people to have with your product or service. Companies that differentiate on the experience do not begin by defining feature sets. They first define a vision for the experience outcome that they intend to deliver to their users and customers. Only once your team fully understands the experience outcomes that you want users to have can you make good decisions about what features and technologies would optimally support that vision.”
(Jim Nieters and Pabini Gabriel-Petit a.k.a. @pabini ~ UXmatters) ★
Mobile user experience: Limitations and strengths
Constraints are what defines your design space.
“Mobile smartphones come with inherent constraints: small screen, short sessions, single window visible at one time, and variable connectivity. But some of their features also present unique opportunities. Mobile-design principles reflect these limitations and strengths.”
(Raluca Budiu ~ Nielsen Norman Group) ★
The future of UX research: Uncovering the true emotions of our users
Without facts based upon research you’ll end up with a lot of opinions.
“Truly understanding the feelings of our users has always been the dream of user experience researchers. Are they enjoying themselves? Are they frustrated? Are they genuinely interested and engaged? Understanding how a user truly feels in reaction to an experience can help us to optimize specific aspects of the experience to exude certain expressive states. We are entering a new age of insight that probes at the core of our users’ experience: studying their emotions.”
(Andrew Schall a.k.a. @andrewschall ~ User Experience 15.2) ★
UX in the era of Internet of Things
Any technology push gets the UX drift.
“The Internet of Things is accelerating rapidly, and bringing with it a wealth of opportunity. Though many focus on the data and technology needs of the Internet of Things – the sensors, data, and the storage, security, and analysis of that data – we’re already forgetting to think about the humans interacting with those technologies.”
(Ted McCarthy a.k.a. @thisrunson ~ ThoughtWorks) ★
When change is constant: A spiral UX design model
From left to right (process), top to bottom (organization). Now, it’s a circle for process and a network for organization.
“The representation of an actual UX design process with a design model probably presents an overly simplified view of the process. However, the design model serves a descriptive function. Additionally, having an abstract representation of the design process in the form of a design model highlights the essential forces driving the process of UX design: simultaneous changes in the problem and solution spaces. In this article, I’ve proposed a possible adaptation of the spiral model for a UX design process. By incorporating continuous changes to our understanding of the problem space into a systematic investigation of the solution space, we can synchronize these self-reinforcing forces and generate high-quality UX designs. However, several important aspects of the UX design process require further discussion of empirical evidence and feedback – for instance, adapting this model to agile software development.”
(Hang Guo ~ UXmatters) ★
Five misconceptions about UX in video games
In the end, all design fields will have to deal with human experiences.
“User Experience is becoming very trendy albeit fairly new in the video game industry, so there are still a lot of misconceptions regarding what it is (and what it’s not). I will try to tackle these misconceptions and convince you – if need be – that UX is indeed your friend.”
(Celia Hodent ~ Brains, UX and Games) ★
Design’s role is to bridge context gaps: Andrew Hinton on making context understandable, smart devices, and programming literacy
Each time, IA is falling off the table when technology or design have the loudest mouth. But in the end, IA provides new meaning, truth, and value.
“Information architecture has always been a critical part of creating great products and services, and many would argue that, until now, it hasn’t been given the attention or respect it deserves. The need for thoughtful IA is increasing as we enter the multimodal world of IoT. Whether you call yourself an Information Architect or Designer, you need to care about context.”
(Mary Treseler a.k.a. @marytreseler ~ O’Reilly Radar) ★