While the world waits for Web 3.0 and The Singularity, the real action has already begun. It's called the intertwingularity. It's an era at the crossroads of ubiquitous computing and the Internet, a place where information blurs the boundaries between products and services to enable cross-channel, multi-platform, trans-media, physico-digital user experiences.
We buy a Wii to get in shape. We read books and newspapers on Kindles. We unlock car doors with iPhones that double as GPS navigation devices. And, we order online for in-store pickup. Increasingly, people expect to be able to interact with products and services when and where and how they want — and that's not always on your website.
The future of design is everywhere. Customer journeys encompass a growing array of physical and digital touchpoints. In response, user experience practitioners must design for holistic, integrated experiences that bridge multiple platforms, channels, and devices.
In this interactive workshop, Peter will provide specific tools and recommendations for designing for the full experience lifecycle across channels and touchpoints.
Topics covered will include:
Why we must design beyond digital
Major elements of a cross-channel experience
The future of ubiquitous computing and "the Intertwingularity"
Mapping physical, digital, intellectual, and social space
How to apply "IA Thinking" to improve both product and process
Practical methods for designing multiple interaction touchpoints across channels and devices
You will leave the workshop ready to integrate cross-channel strategy and design into your toolkit, ensuring a more holistic and satisfying experience for your users and customers regardless of where they are interacting.
n this fun, interactive workshop, you'll learn the basics of designing for kids through hands-on activities, projects and collaborative activities. You will learn techniques for research and testing with kids as well as specific strategies for designing for kids of different ages. Finally, you'll learn how to apply these strategies and techniques to adult audiences as well.
The workshop will include:
Examples of great (and not-so-great) kids' digital experiences
How designing for kids is different from designing for adults
Privacy, safety and security issues
Research and Design Techniques: Kids 2 to 5, 6 to 9 and 10 to 12
What designing for kids can teach us about designing for adults
Working alone or in groups, participants will pick an age group and topic and will create a plan and some sketches for a kids' app. Participants will share their ideas with the group.
by Dave Gray
As the systems we design for become more complex, work is changing from a solo activity to a team sport, where individuals, teams, partners, customers, need to work together.
Cross functional collaboration requires new skills and practices. How can you engage more people in the process, without losing the creative culture and energy that fuels the process?
Gamestorming applies game thinking and game mechanics to these kinds of business challenges. Gamestorming can help you quickly form simple models of complex systems, so you can involve others in your thinking, explore systems, and experience them from within to gain new insights. Gamestorming is a holistic collaboration approach that will help you combine design practices like sketching, sorting, prototyping and role-play to gain meaningful insights and outcomes.
In this workshop, led by Dave Gray, co-author of Gamestorming: A playbook for innovators, rule-breakers and changemakers, published by O'Reilly Media, we will talk about gamestorming: What is it and how does it work? You will learn the ten essentials of gamestorming, a basic toolkit for designers and innovators, as well as gain some hands-on experience with gamestorming as a design practice.
Overcome conflict and increase engagement with team-oriented games
Improve collaboration and communication with visual-thinking techniques
Improve understanding by role-playing customer and user experiences
Generate better ideas and more of them, faster than ever before
Shorten meetings and make them more productive
Simulate and explore complex systems, interactions, and dynamics
Identify a problem's root cause, and find the paths that point toward a solution
by Ginny Redish
You want site visitors to have successful experiences, whether they are on a full screen, tablet, or mobile. Success = finding what they need, understanding what they find, and being able to satisfy whatever goal or task brought them to your site or app. Your web content is critical to that successful experience. People come to web sites for information, to do a task, to have a social encounter. Information, task, social encounter = content.
In this practical and fun workshop with Ginny Redish, you'll see the power of thinking of every use of your web site as a conversation started by your site visitor.
You'll see how personas and scenarios help you write great web content. You'll understand why people skim and scan on the web. You'll realize where on web sites people read and don't read – and why. You'll see and practice how to plan, organize, write, and evaluate content for web sites and mobile apps.
Ginny's workshops are always highly interactive with lots of discussion and practice.
Who should come to this workshop?
Everyone who contributes to web sites should understand the importance of content and the value of content as conversation. Of course, content strategists, content contributors, and editors will want to be part of this workshop. Information architects, designers, developers, managers, and product specialists will also enjoy and learn in this workshop. Everyone should know what makes content work well on web sites.
What will you learn?
By the end of this workshop you will be able to:
Recognize the major characteristics of successful content for web and mobile.
Use personas and scenarios to evaluate web content – and to plan, organize, and write great content.
Have good conversations with your site visitors through your content.
Use the principle of "bite, snack, meal" to organize content with key messages first so you grab readers right away.
Put marketing messages where they will have the most impact.
Write click-grabbing headlines.
Break up your text with useful headings.
Write in conversational style.
Understand how great content works well for search engine optimization.
Creativity flourishes under constraints (iambic pentameter anyone?). Nothing has more constraints than UX work: business requirements, needy users, creaky CMSes . . .
I'll talk about how to measure creativity - both its outputs and its value, using examples from my own work as well as work from other industries. I'll also discuss the creative process, and how to be creative even when your hands are tied.
by Dave Malouf
Due to recent changes in mobile technologies we are not just able to walk with our devices, but we are now dancing with them in new ways. These dance steps in turn are reflecting their moves back onto all the digital devices in our lives. Interaction Designers today need to do more than present and listen when designing interfaces, we need to choreograph.
This short form presentation will look at the changes we need to be making as practitioners and a new way to evaluate our design principles against understanding motion as a new type of aesthetic in our design language. We will look at existing examples as well as examples from the future.
As personas become a commonly used method for user research, it's time to have a method that will guide us through the process. The SkeweredBox model will take you step-by-step and help you make sure that your personas map the target audience correctly.
Attendees at this session will:
- Get a quick preview of how persona profiling is done nowadays
- Meet a step-by-step method that will allow the definition of the correct personas
- View a quick case study of using the method and get to know its benefits
by Gene Smith
At nForm we sometimes work with clients who have tiny research budgets but want major insights from any research activities. So we're often forced to be creative about how we design and run research projects.
In this talk we'll discuss how we use simple tools and some creative experimental design to squeeze the most value from a small research budget.
In particular, we'll focus on
Participants will leave with a handful of research methods they can use on upcoming projects. And most importantly, we'll show real examples from real projects we’ve completed in the last year (no theoretical hand-waving here).
We will present a case study of the redesign of Lloyds TSB's public website, part of the largest retail bank in the UK. Lloyds TSB’s online retail offering was 10 years old before our project started and had not adapted to represent the bank’s services and customer needs.
In our case study we will show our approach and process, problems that were avoided or overcome and an overview of the end solution.
Our case study will give insights into:
· The process that allowed us to gain sign off from 80+ stakeholders without delaying the project in a business with strict sign off procedures and a strong aversion to risk
· Working in a blended team where design and user experience are inseparable – there were no wireframes produced on this project.
· Ensuring the site experience reflects Lloyds TSB's brand values while addressing the imbalance between customer need and internal business structures.
· Integration of content strategy – allowing for reusable content that is easily updated and meets user's requirements from the start
· User testing with high fidelity, interactive prototypes
Attendees will gain insight into a large, successful commercial project that focused on the customer while being brave enough to break existing financial sector conventions.
“The main change for UX practitioners who must support an Agile team is in mindset. Good general user experience knowledge will provide an understanding of how traditional design and evaluation methods must change to meet the different focus of an agile team, but ultimately UX practitioners must believe in themselves and embrace agile in order to be successful" Chris Nodder & Jacob Nielsen.
After 13 years as a UX practitioner I have found myself in the fortunate/unfortunate position of having to adapt (once again) to a new project management methodology. Agile has been a challenge but I have to say that the experience has been very positive and I would like to where it with my collages at UX Lisbon.
by Terry Ma
Current experience design principles are very much focused on the European / American’s trend and needs. With the increasing demand from the Middle Eastern and Asian markets, the experience principles will lay out the foundation a UX professional will need to consider when building digital experiences that are truly global.
The growth of the Internet has been expanding rapidly, breaching new audiences with their own unique customs, languages, and practices. Are we prepared to cater to the 3 billion or so new users logging online? Using the Internet as a digital spice route to connect to these emerging markets, we will consider key experience principles when creating websites, mobile experiences etc when catering to these audiences on a global scale.
With increasing demand from the eastern markets, we need to revaluate how we create digital experiences that accommodate eastern audiences. This presentation will be drawing on my years of experience as a Chinese UX practitioner, with projects designing user experience solutions for high profile European, Middle Eastern and Asian clients along with an in-depth understanding of the difference between Western and Asian customs and thinking processes.
By analysing and studying the customs and needs of these emerging markets can we tailor a digital experience that is truly global. We will be analysing facts and figures, along with technological trends that will play a significant roll in these markets. Using this understanding, we will walk through the key principles that will help us navigate through the digital spice route.
by Helen Morris
Yes, all mobile phones have smaller screens, are used in similar contexts and are mostly finger friendly. However, when defining the user experience of an app for multiple mobile platforms (Android, iPhone, Windows Phone and Blackberry) the design solutions for each can be treated very differently to enhance the user experience.
This talk is aimed at user experience practitioners, product owners and designers who are making the transition from desktop to mobile app user experiences.
I will highlight the main differences to consider when simultaneously designing a mobile app for multiple platforms and present best practices to show how you can tackle the user experience design to create a compelling app on all mobile phones.
The wide availability of many different kinds of network-connected digital devices—from tablets to TVs to bathroom scales and cars—raises deep questions about how to design user experiences for and with those devices. In this workshop Mike Kuniavsky, author of Smart Things: Ubiquitous Computing User Experience Design, will introduce you to concepts of user experience design for the post-PC/post-phone world.
How do you design experiences that transcend a single device, or even a family of devices? How do you create experiences that exist simultaneously in your hand and in the cloud?
Using plentiful examples drawn from cutting edge products and the history of technology, Mike will describe underlying trends, show the latest developments and ask some broader questions. As a group, we will analyze the big hits and disasters to uncover what makes a successful ubiquitous computing user experience, and what doesn't.
This workshop will introduce both fundamental concepts of ubiquitous computing user experience design and specific techniques for designing services and interfaces.
Topics covered will include:
Design for multiple scales
Design for services used by multiple devices
Rethinking everyday objects and experiences
Understanding use context
Sketching in hardware
Expect hands-on design explorations, group ideation and the opportunity to make the abstract future of user experience design a little more concrete.
by Indi Young
What's a mental model? Those in the field of cognitive research have been describing and defining mental models for a few decades. The term "mental model" has come to mean "a mental representation." Mental model diagrams are representations for your design team of the behaviors, guiding principles, and emotional reactions of the people you are trying to support. The diagram represents how people think and feel as they carry on with life within a certain scope.
Indi uses these diagrams to align the capabilities of an organization against the things people are thinking and feeling. The gaps in this alignment, or the weak connections, allow your team to see clearly where to improve offerings. It helps your team prove to the rest of the organization what needs to be done. The diagram organizes all the possibilities neatly so that your team can use it as a roadmap, moving from one area to another, creating user stories and solutions that more directly support people and match the way they think about it.
This three hour workshop will include:
Introduction to Generative Research, Empathy, and Mental Models
Generative Interviewing Techniques
Conduct Your Own Interview
by Arnie Lund
Great user experience design begins with great user experience teams and managers. This course will help user experience managers, leaders and aspiring leaders to create exciting, actionable strategies that will amplify the impact of their teams within their organizations. It will provide insights and approaches that have proven to be best practices across our field, and support their application to advance the strategies, overcome obstacles and drive change.
You already know that user experience matters. You've bought the books, read the blogs, and can tell anyone the story of how great design makes customers happy. But in the real world, most UX designers still have to work hard to make an impact in organisations that don't yet recognise design as a competitive advantage.
This workshop will cover ways to introduce "Undercover UX" into your company. You'll find out why a big pitch to the CEO is a waste of time, and instead learn the value of the stealthy approach. You'll learn how culture makes a critical difference to the adoption of design, and the red flags to look out for in your role. You'll practice rapid iterative prototyping techniques and learn how to master critique sessions so that you retain control of the design process. Finally, you'll learn war stories and tricks to get developers, marketers, product owners and senior managers to support design efforts without the need for formal proposals.
People who use our web applications go through a series of stages: first they find out about us, then they get interested and maybe try us out, then they progress to become a customer (hopefully for the long term). Moving from stage to stage is what causes most of the friction for the people who use our software…and thus getting people from one stage to the next becomes a primary hurdle in creating a great user experience.
In this workshop Joshua Porter will illustrate how to improve the overall effectiveness of the usage lifecycle of your web application. You will learn the primary hurdles of the usage lifecycle and the major design challenges of each stage, including:
How to create seamless sign-up sequences.
How to delight people using your software for the first time.
How to design for flow and long-term engagement.
The importance of microcopy in moving people along the lifecycle.
Attendees of this workshop will come away with a clear picture of how to design for their own usage lifecycle, dozens of examples of companies who do it well (and not so well), and will have dozens of tactics to implement immediately.
by Kim Goodwin
Does your team struggle with developing or prioritizing requirements? Do you have difficulty getting stakeholders to think beyond their organizational silos to consider the end-to-end user experience? Do you sometimes wonder how to connect the dots between your user research and the design in a persuasive way?
If so, scenarios may be just the tool for you. Like use cases and agile user stories, scenarios describe sequential interaction. Unlike those other tools, though, scenarios rely on the generative and persuasive power of storytelling, which is perhaps the most natural creation and communication medium there is.
Based on a deep understanding of what makes your "characters" tick, this workshop will show you how to develop compelling stories, then use those stories to visualize a new experience, from cross-channel interaction down to screen design. Specific topics include how to:
Relate scenarios to use cases and user stories
Decide when to use scenarios during your design process
Develop effective scenarios
Use journey mapping to help you build better scenarios
Generate requirements from scenarios
Use scenarios to group functionality and information
Storyboard coherent flow with scenarios
Use scenarios for detailed design decisions, such as visual hierarchy
Throughout the session, we'll use plenty of examples and hands-on exercises.
by Nate Bolt
Nate will go over the latest in web-based UX research, including discussion of the onslaught of new tools that have appeared recently. He'll also provide hands-on training in remote methods for qualitative user research, including remote usability testing, remote card sorting, recruiting, and other crafty tools and methods for remote studies. Depending on the number of attendees and speed of the conference internet, we'll have chances for everyone to practice what we discuss. Laptops are required.
Did Toyota, British Airways or BP think that having lots of visitors to their websites was a good thing? If customer A spends 2 minutes on a page and customer B spends 4 minutes on a page, which was more satisfied? Is it really a good thing that employees are looking at lots of pages on your intranet?
The old web metrics are broken. Not just broken. They give a false and damaging impression of your website's performance. High volumes of visitors, spending lots of time, looking at lots of pages could be positive but could just as well be negative. The scary thing is: WE DON'T KNOW.
Top Task Management gives you a way to truly know how well your website is performing. It is used by organizations such as Microsoft, Cisco and IBM. It gives you real metrics that truly measure how well your website is doing. But more than that, it gives you a roadmap for improvement. It will show you what to fix to make your website a world class one. What's even better, most of the fixes do not involve expensive investment in technology or design.
This masterclass is about giving you a model of management that will prove to senior management how your website or intranet is both saving and making money for your organization. It presents the type of metrics that senior management truly understand and relate to. It will help you advance your web career by learning world class customer centric web skills.
As services become more interconnected across channels and devices—and more importantly across time and space—it's becoming increasingly important to find ways to gain insight about customers' interactions with your service.
Journey maps offer a framework for mapping human experiences across multiple situations and interactions. They communicate the role your service plays in the life of the people who use it. They help designers make experiences tangible, identify pain points and opportunities, and spur ideation. In addition, journey maps make great communication and prioritization tools for your organization.
In this presentation I'll talk about how to create journey maps and share insights on how to use them to empower you during the design process.
People love the idea of choice. In theory. Research shows that too much choice inhibits sales and increases post purchase dissatisfaction. Barry Schwartz's “The Paradox of Choice” spells it out, reducing choice is the only way to go.
Then why do companies continue to offer so much choice? Why do they persist with such a large product set that's expensive for them to maintain and reduces the likelihood of a sale?
I’ve been improving the online sales of telecom companies for over three years, companies that are some of the guiltiest parties in offering an overwhelming number of products.
In my presentation I’ll explore how the fundamental issue of trust is responsible for this crazy amount of choice. I’ll argue that reducing choice can only happen in very specific high trust environments. I’ll prove that too much choice is here to stay and then I’ll share key design insights on how to overcome this when selling online.
For a taster see my ignite talk on this very subject at Defuse Dublin in 2011:
by Erico Fileno
When we look an object the real value is in the use that it can offer – not in technological or physical attributes. The important question: What is it for? Well then, in asking this question we are looking for the real function of a product. All other attributes such as usability, aesthetics and technological aspects came after we have answered the real use of the product. And doing so, we are starting to understand the experience of the consumer.
The curiosity and desire to understand the artifact is the first step to look the products with a service lens. The value is the use! And for that, we need to create a "servitization" process of things, in other words, reverse the order and prioritize the services that are behind the success of innovative products.
The presentation will show through an example of a brazilian bank how service design looks at the whole value chain of the relationship between the user and the service that stands behind all products. And how the strategy is built internally.
by Joe Lamantia
The oncoming tidal wave of Big Data, with its rapidly evolving ecosystem of multi-channel information saturated environments and services, brings profound challenges and opportunities for the design of effective user experiences.
Looking deeper than the celebratory rhetoric of information quantity, at its core, Big Data makes possible unprecedented awareness and insight into every sphere of life; from business and politics, to the environment, arts and society. In this coming Age of Insight, 'discovery' is not only the purview of specialized Data Scientists who create exotic visualizations of massive data sets, it is a fundamental category of human activity that is essential to everyday interactions between people, resources, and environments.
To provide architects and designers with an effective starting point for creating satisfying and relevant user experiences that rely on discovery interactions, this session presents a simple analytical and generative toolkit for understanding how people conduct the broad range of discovery activities necessary in the information-permeated world.
Specifically, this session will present:
• A simple, research-derived language for describing discovery needs and activities that spans domains, environments, media, and personas
• Observed and reusable patterns of discovery activities in individual and collaborative settings
• Examples of the architecture of successful discovery experiences at small and large scales
• A vocabulary and perspective for discovery as a critical individual and organizational capability
• Leading edge examples from the rapidly emerging space of applied discovery
• Design futures and concepts exploring the possible evolution paths of discovery interactions
This is a story about how a group of quick decision-makers handled being late-to-market by creating a fast-paced project which retained the user focus necessary to create a great mobile experience.
The National Bank of Canada was the last bank in the country to offer a mobile website and iPhone application to its customers. In only six months, a team of clients and contractors planned and executed a rapid design process which eventually led to a successful product launch in December 2011.
Delivered from a UX perspective, we will provide an overview of product strategy, feature selection, design workflow details and the approval process.
by Jonathan Rez
By the end of 2012 more than 200M NFC enabled mobile devices are expected to be sold world-wide. Initially these will be used for contactless payments, transport ticketing and retail loyalty programs and vouchers, replacing physical plastic cards and paper coupons. Long term, mobile wallets will potentially store identity information. Seren is currently in the process of designing the mobile wallet experience for one of the world's leading global mobile network operators. Some of the interesting questions we are currently facing are based around users’ mental models, perceptions and expectation and the collision between real-world and virtual wallets.
During this session I intend to share some of the unique challenges we have had to tackle along the way. I plan to look at high level user-experience paradigms as well as specific interactions patterns and how they support relevant use-cases and the complex technological challenges.
This session describes how we developed findability standards at Harvard Business School (HBS). The search engine and UI are only two components of an effective findability system, the others being User research, content, and processes followed by creators of the content. All these components need to work well for optimal search UX. So search is not just a technology problem but also an information management one. This session will cover why the standards were needed, how they were developed, and how they are being implemented. While this is a case study of how this work was done at HBS, this session will present a search and findability framework (adapted from Morville & Callendar) which can be used at other organizations. The approach we used can be adopted/adapted for use in other organizations, and the audience members will most likely recognize their own roles in the “Who will be using the standards” section.
The key takeway of this session is that making information findable in an Enterprise setting is more than a matter of swapping out your existing search engine. Rather, the content and information also needs to be enriched and augmented and user needs analyzed in a standardized fashion to deliver a better findability experience.
Whether you’re a designer or a developer there’s a simple way to get better at both, help others around you improve, and make working together more enjoyable. The power of design pairing can produce better ideas faster and instill greater empathy for both design and programming throughout your company.
Samuel Bowles will explore how his team has adopted the principles of design pairing in a number of contexts and configurations. His observations are based on the contrast between his work in traditional design firms and as a member of various Agile development teams. He will explore the various types of design pairing and especially the power of cross-functional pairing.
User Experience practitioners are in a unique position to effectively champion accessibility within their teams and organizations. You are trusted advisors and connect with all the right stakeholders for a project, including the people that will use the product you're building. You are most often the person that connects the big picture with in the trenches hands-on work. Filled with practical advice and examples from real projects, this session will provide you with an in-depth look at accessibility requirements for the modern web, recognize accessibility challenges earlier in the design process and communicate accessibility concepts more clearly with the rest of your team. You'll get both the strategies and tactics you need to make a difference.
We've heard it all before… prototype, prototype, prototype! It's a standard step in almost any design process – but often the first step skipped in time and budget constrained projects. Although prototyping is considered a luxury for many PC-based experiences, it is an absolutely essential part of creating compelling tablet and mobile experiences.
This workshop will outline why prototyping is an essential part of the emerging world of tablet and mobile experience design. You'll learn the underlying design principles and design conventions of Natural User Interfaces (NUIs), animated transitions and the interaction design language that is emerging as touchscreen devices become commonplace. You'll also learn how and why to cultivate the two most important skills necessary for creating compelling tablet and mobile experiences: a curiosity for context and ruthless editing.
Finally, you'll learn a wide variety of hands-on prototyping methods that can be applied to your design process. You'll receive tactical, hands-on instruction for how to storyboard concepts and screens, sketch transitions, and turn your ideas into high-fidelity on-device prototypes with speed and confidence.
The workshop will cover:
Natural user interfaces (Activity: Translating GUI to a NUI)
Fostering new skills such as ruthless editing, a curiosity for context, learning the language of transition (Activity: identifying and sketching transitions)
Tablet/mobile prototyping methods including storyboarding, low-fidelity prototyping and high-fidelity prototyping (Activity: identifying and sketching transitions)
Understand the design principles and conventions for Natural User Interfaces.
Understand why a curiosity for context and ruthless editing are important to tablet and mobile UX design
Learn how to cultivate these skills
Be exposed to the language of interface transitions: what they are, when to use them and how to sketch them
Experience three prototyping methods: when they should be used and the questions they should help answer
16th–18th May 2012