Sessions at IA Summit 2012 in Empire III

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Friday 23rd March 2012

  • Adapting Ourselves to Adaptive Content

    by Karen McGrane

    For years, we've been telling designers: the web is not print. You can't have pixel-perfect layouts. You can't determine how your site will look in every browser, on every platform, on every device. We taught designers to cede control, think in systems, embrace web standards. So why are we still letting content authors plan for where their content will "live" on a web page? Why do we give in when they demand a WYSIWYG text editor that works "just like Microsoft Word"? Worst of all, why do we waste time and money creating and recreating content instead of planning for content reuse? What worked for the desktop web simply won't work for mobile. As our design and development processes evolve, our content workflow has to keep up. Karen will talk about how we have to adapt to creating more flexible content.

    At 10:30am to 11:15am, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • More than media queries: What you need to bring your sites to all devices

    by John Yuda

    Responsive web design has been the hot topic of 2011, but the discussion has focused on displaying content on different size screens, from mobile to desktop. This is important, but it is only part of the story.

    We need to design for a wide range of device capabilities:

    a range of screen sizes
    varying input types (keyboard and mouse, touch, etc)
    unpredictable network speeds

    And in the next few years, we'll also have to consider:

    voice-based input and output (like Siri)
    gesture-based input (like Microsoft's Kinect)
    very large displays

    Learn how accessibility techniques like ARIA, HTML5 and other developing technologies help us tackle these problems right away, as well as preparing us for unknown devices in the future.

    At 11:30am to 11:50am, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Networking on the Introvert's side of the Room

    by Michele Marut

    These days, networking is essential. It's how employers fill 70 percent of their job openings, and well-connected UX professionals earn higher incomes.

    But with most networking activities geared towards extroverts, what are Introverts—who often find being around other people draining—to do?

    It turns out that many characteristics that define an introvert also make them wonderful networkers. Introverts are comfortable making one-on-one connections, they know how to develop meaningful relationships and they're excellent listeners. Introverts just need to align their networking activities with their innate strengths.

    In this session, I'll share the tools that have enabled me to grow my network without changing my introverted personality. If you're intimidated by our extroverted world, this session will guide you toward your own networking success.

    This talk will help UX professionals:

    1. leverage existing communication skills that work well for an introvert
    2. learn how to choose appropriate networking events
    3. maintain the network by focusing on helping others

    At 11:55am to 12:15pm, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Orchestrate against atomism

    by Patrick T Quattlebaum

    Brands large and small are placing increased importance on delivering a seamless, cross-channel customer experience. But most corporations struggle to define and communicate internally one vision for the experience and to coordinate design and implementation activities across the organization to realize that vision. The result: a customer experience that is the sum of its disjointed parts rather than a meaningful whole.

    In this talk, I will explore this phenomenon and share the following:

    • An overview of common organizational and cultural dynamics that make holistic customer experience design challenging
    • The importance of building relationships inside of the enterprise to create seamless, cross-channel customer experiences
    • Methods from or inspired by service design, film production, gamestorming, and consulting that I have experimented with (successfully and unsuccessfully) to orchestrate cross-functional teams
    • A challenge to architects and designers to facilitate cross-functional collaboration and integrated planning.

    At 1:45pm to 2:30pm, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Making Business Human: Delivering Great Experience in a Connected Age

    by Peter Merholz

    Through the 19th and 20th centuries, the industrial and information ages, businesses became increasingly mechanistic, and the people working in them were seen as cogs executing tasks. With the 21st century we’re moving from information to relationships, products to services, consumption to meaning. Concepts like design thinking, innovation, and customer experience are not goals in and of themselves, but indicators of a deeper, more fundamental shift: in this connected age, business must re-connect with those things that make us human.

    In this presentation, Peter will explain the remarkable opportunities for businesses that engage humanism, and explain the steps your organization must take in order to embrace this new model.

    At 2:45pm to 3:30pm, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • How do we get through this?

    by Margaret Hanley

    What happens when you are diagnosed with cancer? How do you find the right information and support, and communicate to your friends and family? Is there a difference between you and the normal population of sufferers due to your age?

    This session is the result of 10 interviews with young breast cancer patients to try and answer some of these questions and proposes a model for information, applications and services that will meet their needs.

    This activity is important because as we age, we will use a combination of online and offline resources to manage the diseases of our children, parents and ourselves. We will need to reach out for support with our peers and communicate to our networks of family and friends, and increasingly we will do this via digital means.

    At 4:00pm to 4:45pm, Friday 23rd March

    In Empire III, Hyatt Regency New Orleans

Saturday 24th March 2012

  • Beyond channels: Context is king

    by Emily Wengert

    When smartphones and tablets first emerged, designers focused on channel differences like screen size in order to understand the basics in this new area. It's time to set aside channel-centric planning and think of a user's context first.

    Picture the customer planning their shopping list then later arriving at the store. They use their phone for both, but their needs and goals have clearly changed. Context thinking also helps us recognize when two or more channels might intersect, such as a bus stop ad with QR code and a user's phone.

    Learn how emotional, social and physical contexts, as well as the context of connectivity, can help unearth smarter features and drive roadmaps for multichannel businesses and products.

    Discover how to:

    • Identify the right contexts for your project
    • Lead team brainstorms for channel-agnostic solutions
    • Share context-centric strategies with clients
    • Apply that strategy to channel-specific roadmaps

    At 9:00am to 9:45am, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Taking the plunge: Diving into Indie UX

    by Lynne Polischuik, Donna Spencer, Justin Davis and Erin Jo Richey

    In this engaging and interactive panel, you'll hear from four practitioners who have made the jump to ‘indie' consulting and have not only survived, but thrived. This panel will cover the practical and personal considerations of being an indie designer, including how to get over the fear of making the jump, where and how to find clients, managing the business side of design and what it's like to work alone. We will be brutally honest about the upsides and the downsides of indie life—including challenges like wading into organizational politics as an external consultant, managing time and client expectations and how to sell services that can be difficult for even seasoned practitioners to define.

    This panel will be as interactive as it is informative, opening the floor to audience members who want to dig into specific questions. Our international panel includes a newly ‘indie' designer, two mid-level practitioners and an industry veteran, providing interesting and varied perspectives on independent life.

    At 10:15am to 11:00am, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

  • 10 Things we Learned from Shipping our App

    by William Hatch, Todd Zaki Warfel and Matt Ventre

    A tell all behind the scenes look at moving from consulting to a product company. We'll show what it's like to build your own app, discuss our design and development process, how we handle release schedules, and customer support. We'll even discuss the not so glorious side of things and how we handled them, like nearly going broke (more than once), realizing our production database is out of sync by 2 weeks, even the dumbest customers in the world, are still your customers and how you can learn from them.

    At 11:15am to 12:00pm, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

  • Fitter Critters: Designing a Persuasive Video Game

    by John Ferrara

    The unique ability of video games to command players’ attention and express meaning procedurally may make them, among user experience channels, an ideal way to persuade. This presentation will provide an overview of the specific strategies that our team employed in designing Fitter Critters, a prizewinning game designed to persuade children to adopt healthier eating habits. The game’s design drew upon our background in user experience design and the unfolding theoretical frameworks for the development of games that serve broader social objectives. Attendees will acquire methods for building persuasive games, and volunteers will be invited to play Fitter Critters live to demonstrate the process by which the game effects meaningful change in people.

    At 1:30pm to 2:15pm, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

  • Deconstructing Delight: Pleasure, Flow and Meaning

    by Dana Chisnell

    There’s a vast difference between designing an experience that doesn’t suck and one that drives engagement. We’re good at eliminating frustration. It’s easy to observe whether your customers are unhappy, and then just not do that. But users’ expectations are higher.

    Some companies are creating great experiences. From the outside, it looks effortless. But you know it’s not. The user part of you says, Wow, now this is really nice, I get it, in fact, I don’t want to live without it. The designer part of you says, Holy crap, how’d they do that — it’s really hard!

    In this session, we’ll look at a nifty framework for thinking about and talking about what I call three levels of happy design. Based on research from behavioral economics, hedonics, positive psychology, the importance of adult play, emotion in design, and a whole bunch of other stuff better saved for the talk.

    At 2:30pm to 3:15pm, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Happiness is Overrated

    by dave burke

    It’s almost a mantra in the user experience world: you should aim to “delight” your users, studding their experience with moments of “wow”. And when you do it well, you’ll create loyal customers, and even social evangelists who will happily spread the word of your awesomeness across the web.

    It’s conventional wisdom. But is it true?

    New research suggests that delighting users doesn’t necessarily make them more loyal or profitable. In fact, your best opportunities for boosting loyalty are the ones who aren’t happy.

    We’ll get into:

    • How bad customer experiences vs. good ones affect the bottom line
    • Our bias toward designing for delight
    • The top two drivers of user dissatisfaction, and how to avoid them
    • Real-life websites that build loyalty through better online experience
    • Service design and customer loyalty
    • A new metric to measure (and present to senior management) the value of your service design

    At 3:45pm to 4:30pm, Saturday 24th March

    In Empire III, Hyatt Regency New Orleans

Sunday 25th March 2012

  • Designing the Mobile Wallet - A Case Study

    by Tim Caynes

    Mobile network providers, device manufacturers and banking corporations are working together to provide the solution you never knew you needed – the mobile wallet. But what is a mobile wallet and how should it work? What are the customer experiences that a good mobile wallet solution should support?

    In this session we will talk about a project for a major network provider and what we learned about designing the mobile wallet, including understanding and validating the multi-channel user journeys, designing and developing wireframes and prototypes for multiple mobile devices, conducting usability testing with multiple mobile devices and working with multiple technology platforms and service providers.

    We’ll discuss what went well, what went not quite so well and what caused us to throw mobile devices across the office (clue: this happened quite often).

    Contains moderate horror, comic action-adventure violence and scenes of mild peril.

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

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Getting More Out of Social with Focus on Social Comfort

    by Thomas Vander Wal

    By putting the focus on social comfort and its three elements: people, tools, and content you will have greater ease at what the hinderances are for users of social platforms and features. This focus also provides an easier means to see how to resolve the issues through as they map to how people are social. This focus helps not only see the limitations of how people interact socially, but how to bring social comfort into the mix to help resolve the issues and meet your goals.

    Comfort made understanding the problems easier and the use of it with social issues around people (a large hurdle in social for mainstream use), tools (few people understand social interaction elements), and content (people may want to share but are far from confident in the subject matter).

    Having comfort as a focus for projects helps seeing problems and their solutions in a different light.

    At 9:30am to 10:15am, Sunday 25th March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Design + Business: Creativity as an Agent of Change

    by Henken Bean

    How can we as UX professionals help lead change within the organizations we are part of? By seeing ourselves as valuable experts in creativity, by finding a common language to communicate, and by including a diverse array of business partners in design practices to solve problems, we have the potential to not only create amazing experiences for our customers, but to also help evolve a changing institutional culture.

    I began my career within my organization on the large, waterfall side. The company decided to combine the UX division of Cable with its Internet-based division, but they did not combine the product management teams. This has forced us to become effective communicators and evangelists for collaboration. This session will use my experience as a case study in using creative practice to formulate a common language between design and business.

    At 10:45am to 11:05am, Sunday 25th March

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • More with Less: Make Better Products by Making Companies Better

    by Will Sansbury

    When the volume of design projects steadily grows while your team's capacity remains constant, traditional design processes fall apart. You find yourself agonizing over which projects to favor and which to neglect, which corners to cut, and which precious few fundamentals to defend.

    It doesn't have to be this way.

    Using stories from real teams, I'll explore how overworked designers have successfully broken free from the daily grind, reinvented themselves as design facilitators and coaches, and taught their companies to practice better design at all levels.

    Attendees will leave with a new way of looking at their roles within their companies, a set of collaborative design techniques and methods to explore, and a renewed belief that they can help their companies deliver good design for all projects.

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

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Leadership Skills: Managing Difficult Situations on Design Projects

    by Dan B.

    Every design project faces some tough situations. Design teams may not agree on a direction, making it difficult to execute on an aggressive plan. Clients may provide conflicting feedback, forcing designers spend as much time managing politics as doing design. Design decisions made in one meeting may be reversed in the next, delaying progress and depressing morale. These are but a few of the challenges that arise.

    Designers are sometime ill-equipped to deal with complex situations. We focus on quality of craftsmanship and attention to detail. Our accomplishments are measured by the content of our portfolio, not the stories it took to get there.

    Even the best planned projects hit a bump in the road, and designers on the path to leadership need to build a repertoire for anticipating, managing, and recovering from them. In this session, Dan Brown will offer a glimpse into the techniques he uses to deal with difficult situations.

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

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck

  • Tablets and Kids: Creative Opportunities with Apps Empowering Young Children

    by Brian Pagán and Wouter Sluis-Thiescheffer

    Young children use tablets in ways they do not use mobile phones and computers. We find evidence in developmental theories that touch interfaces and larger screens afford better usability, while tablets' social nature keeps them accessible to children. Because of that, they have become powerful consumers of digital content.

    An increasing number of apps is made for them, but the digital world has far to go in its child-centric offering. App stores have yet to explicitly support searching for children's apps, and some apps are well-intentioned but misguided in their experience designs.

    How to proceed? Apps like PizzaBot, a game designed by 12-year-old Harry Moran that briefly ousted Angry Birds from the bestseller spot in the Mac App Store, show that we underestimate kids to our peril. This talk discusses different ways to involve children in the design process, not only as informative users, but also as designers and decision-makers.

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

    In Empire III, Hyatt Regency New Orleans

    Coverage slide deck