Sessions at IA Summit 2012 on Sunday 25th March in Empire II

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  • Making Sense of Messy Problems: Systems Thinking for Multi-Channel UX

    by johanna kollmann

    It’s part of our job to talk to people to figure out complex situations. To build things people love, we have to understand not only users, but also the wider context we’re working in: people, systems, structures, business models, and more. The need to think the user experience through on several channels challenges us to envision a system that is cohesive and delivers delightful experiences.

    Business analysis, computer science and psychology offer different frameworks and tools to help to make sense of a messy situation, to articulate and visualize the problem. In this talk, I will present a selection of techniques that are relevant to UX, such as Soft Systems Methodology or the Business Model Canvas.

    Attendees will walk away with:

    • Knowledge about systems thinking theory
    • An understanding of how systems thinking methods can be used as part of a UX process, incl. tools and techniques

    At 8:30am to 9:15am, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

    Coverage slide deck

  • Mapping the Way Forward: Influencing Client Experiences Through Service Design

    by Dom La Cava

    Recently, service design strategies have become a popular tool for improving both the client experience and a company’s efficiency in serving clients. Several service models are available to assist designers in achieving their goals, but models are only tools in an overall process. Collaborative cooperation among designers, developers, and stakeholders is necessary to ensure you successfully implement the model’s findings.

    In this presentation, we provide a case study describing how a collaborative design team used a client service ecosystem diagram to create consistent and cohesive touchpoints across multiple channels. We hope to provide attendees with an understanding of what they may encounter and how to plan for the challenges of achieving business goals while keeping focused on client touchpoints. As we explore how the design team’s structure can hinder or foster productive relationships, we argue that clearly articulated, collaborative processes allow designers to facilitate a desirable and delightful user experience.

    At 9:30am to 9:50am, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

  • Customer Journeys: Not Just Another Deliverable

    by Jamie Thomson

    As the sun sets on transaction-centric systems and we move into an era of cross-channel engagement and personalization, customer journeys are proving to be a critical tool in the IA/UX arsenal. However, a journey map is only as valuable as the value it provides to a project. A standard structural definition is hard to pin down because the form is highly dependent on the function—what is being conveyed—as well as the context—the role of the deliverable with respect to project stakeholders. Creating a journey map is easy; creating a valuable, believable, useful, elegant journey map is a bit more challenging.

    This session will take a practical deep-dive into the process of illustrating customer journeys, from determining whether journeys are right for you, to identifying relevant components, through collaborative authoring techniques, refining visual language, and solidifying strong, value-centric narratives.

    At 9:55am to 10:15am, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

    Coverage slide deck

  • Cross-Channel Search: Design Approaches for Mobile and Tablet

    by Greg Nudelman

    The rise of smartphones and tablets is an unprecedented opportunity for all kinds of search to escape traditional limits and become the single best way to access information. In context. Real-time. Come hear practical tips for designing search with tap-ahead, geo-location, still image and video input, voice and unprecedented personalization… While juggling crushing constraints: limited screen real estate, fat fingers, spotty connections, multi-tasking and shortened attention span. From the author of "Designing Search: UX Strategies for eCommerce Success" (Wiley, 2011).

    At 10:45am to 11:30am, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

  • A Different Grid: Multi-Channel Service Design, the African Way

    by Franco Papeschi

    Recent evolutions in mobile technologies are fostering new modes of interactions and allowing the creation of services that work seamlessly across devices. The same is true in Africa, given a penetration of mobile phones well over 50% of the population. The difference? Many: dumbphones instead of smartphones; low literacy level limits the possibility to use text-based services (be it web or SMS); scarcity of PCs; importance of community radios in rural areas.

    Starting from projects on voice-based services for farmers in West Africa, the talk presents some of the most interesting cases of multi-channel approaches – that combine different eras of technology in one service. It details the possibilities that voice-based interactions can give to illiterate people to access information available on the web, as well as create a community-based repository of information. In conclusion, it reflects on the learnings and how these can be applied to Europe and North America.

    At 11:45am to 12:30pm, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

    Coverage slide deck

  • Applying Value-Sensitive Design Principles to User Engagement

    by katey deeny

    Values have increasingly come to the forefront in discussions around information architecture. Our solutions must address ethical and cultural values such as privacy, trust, security, and sustainability. Value-sensitive design principles can assist us in identifying the context, systems, and values necessary to solve complex problems in a meaningful way, while ensuring our designs retain integrity for ourselves, our clients, and all impacted users.

    We can help guide this conversation as part of design strategy, using practical methods to assist in framing product purpose and user engagement. Understanding the implications of our design decisions greatly increases our chances of finding the best solutions across channels and stakeholders.

    This presentation will explain the tenets of value-sensitive design, and show examples of these principles being used in the design process. These techniques can be used to solve problems around complex interactions with a multitude of touch-points that can effect a variety of users.

    At 2:00pm to 2:45pm, Sunday 25th March

    In Empire II, Hyatt Regency New Orleans

    Coverage slide deck