The experience movement is moving on. In all countries, industries and institutions.
“For years, the patient experience movement has continued to gain momentum. From a novel concept, there is an emerging consensus that the patient experience is a fundamental aspect of provider quality; one that complements established clinical process and outcome measures but is neither subsumed nor secondary to them. An increasing volume of research as encouraged by publications such as Patient Experience Journal show this to be true. As the expectation of a high-quality patient experience becomes the norm, these developments have brought us to what we call the patient experience movement moment and there is little doubt that the patient experience has become, and is poised to remain, a central concern in healthcare for many years to come.”
(William Lehrman PhD, Geoffrey Silvera MHA, and Jason A. Wolf PhD ~ Patient Experience Journal 1.2)
UX4E on a collision course with CX?
“You’re hired to design a product that has a guaranteed audience of 50,000 users, right out of the gate. Your clients have a dedicated support staff with a completely predictable technology stack. Best of all, your work directly improves the quality of your users’ lives. That’s enterprise UX.”
(Jordan Koschei a.k.a. @jordankochei ~ A List Apart)
Besides medical information, Tufte also showed the disaster with the Challenger (28 january 1986) was due to bad information design as well.
“(…) design and writing has the potential to make a real difference in regard to medical errors and that design, writing, and production of a medicine information leaflet can have a real positive effect on people’s health. The design of medicine information leaflets provides some interesting challenges because they might not be seen as a typical creative graphic design job. Just because they do not contain overly designed text or graphics, however, does not mean creativity is not needed, in fact creativity is usually lacking in leaflets typically produced.”
(Thomas Bohm ~Boxes and Arrows)
Learning from the essentials of Greek theatre allways helps any designer for experiences.
“The most successful UX professionals aren’t just good at the basic skills that their profession requires. They are well-rounded, self-aware, empathetic, problem-solving beings. Mastery of these soft skills sets a person apart and makes the difference between being employable and being exceptional. The thing is: many people haven’t really received training to master these skills. There aren’t that many classes that can teach you these skills. But any person who has trained in theater knows that everything you do in theater helps to foster the development of the whole person. And this is how theater has been the making of me as a UX Designer.”
(Traci Lepore a.k.a. @traciuxd ~ UXmatters)
Nothing wrong with abstract words as long as the thinking behind it is clear.
“B2B sites and other sites with specialized content that targets professionals or enthusiasts should use their audiences’ jargon to communicate more precisely and professionally.”
(Jakob Nielsen ~ Nielsen Norman Group)
Data can provide evidence for design decisions.
“Today, the agenda of business is being defined by these two forces: massively available information and new models of individual engagement. In fact, experience design is rapidly becoming a de facto element in contemporary business strategy.”
(Paul Papas a.k.a. @papasgbs ~ Wired)
Start with five, then another five, then another five, and then…
“User experience is becoming an increasingly popular feature of the digital landscape. But as digital marketers, we don’t always have a clear view of what it is, and how it impacts our work.(…) In this article, I’ll brief digital marketers on some of the fundamentals of user experience, and how it impacts their work.”
(Kristin Low ~ Mashable)
Great to see former Vivid Studios director Nathan evolving along.
“All value only emerges in the context of a relationship and the best value lies beyond the qualitative kinds taught to businesspeople (like price and performance). The opportunity to create the most and best value, over the long term, requires us to understand qualitative issues that drive decisions, meaning, and satisfaction. In this way, service design can strategically drive value in businesses (and even NGOs).”
(Nathan Shedroff a.k.a. @nathanshedroff ~ SDN Global Conference videos)
The older you get, the more you see from the iceberg.
“To develop user experience insights and skills, define how many hours you should spend observing actual user behavior each year. Junior staff need more hours; senior people can get by with fewer annual user-exposure hours.”
(Jakob Nielsen ~ Nielsen Norman Group)
Experience as the design holism for humans.
Interview with Claire Rowland: “You can’t treat it as making a single device or making an app; if you do those things in isolation, you may do them individually very well, but you’re not necessarily going to come up with a great overall experience.”
(Mary Treseler a.k.a. @marytreseler ~ O’Reilly Radar)
See how IBM is revitalizing Design in its organization.
“In a 1966 memo to all IBM employees, then-Chairman and CEO Thomas J. Watson, Jr. declared, Good design is good business. At that point in history, IBM used design to demystify technology when computing was new. Almost half a century later, IBM is using great design to create enterprise-class products that people love to use to get their work done. Scaling modern design across a portfolio of thousands of products that serve clients in more than 170 countries is much more than a two-pizza team challenge—and we like it that way.”
(Phil Gilbert a.k.a. @philgilbertsr ~ AIGA Gain conference 2014)
Or how design can make the world a better place.
“Over the past 30 years, almost every aspect of doing design has changed. We still seem to be in the middle of a transition to greater entanglement and complexity, but with greater involvement of people and, hopefully, more value contributed by the design capabilities of many. We can anticipate these uncertainties with hope or fear. But if we can use design thinking, making, and enacting to visualize and explore the future together, then we will be able to harness our collective creativity to serve our collective dreams.”
(Liz Sanders and Pieter Jan Stappers ~ ACM Interactions nov/dec 2014)
InfoScience meets eGov.
“As e-government grows in scope and complexity, an increasing number of e-government services have surpassed the digital technology access and literacy of many members of the public. The “digitally excluded” often seek information intermediaries — such as public libraries and other community anchor institutions — to bridge their information needs and e-government systems. The purpose of this paper is to examine the phenomenon of user-librarian-agency government interaction within the context of the information worlds framework. In this paper, the authors describe the data — surveys, case studies, interviews, site visits, and usability and accessibility testing — used to analyze the needs of the public, libraries, and government agencies.”
(Paul T. Jaeger, Ursula Gorham, John Carlo Bertot, Natalie Greene Taylor, Elizabeth Larson, Ruth Lincoln, Jonathan Lazar, and Brian Wentz ~ First Monday 19.11)
Screen-sizes are not the driving force for designers. Humans are.
“I’ve read many articles lately that tell us the new iPhone 6 series will force all of us to change the way we approach UI design for mobile phones. Well, it may for designers who still focus only on iOS and pretend the rest of the world does not exist. But large-screen, portable devices have been around for a long time, and those of us who design for every platform have been considering them in our designs since at least 2011. In fact, larger, touchscreen, handheld devices were available as far back as the Apple Newton, with its 5.25-inch screen. So far in 2014, about a third of all the smartphones sold have screens that are over 5 inches on the diagonal – even before Apple got on the large-screen bandwagon. Not just worldwide sales either. Even in the US, large-screen phones are a huge force, so you can use information about how people use them today.”
(Steven Hoober ~ UXmatters)
Deliverables were called Documents a few decades ago.
“Service design, or the design of value exchange between a service provider (company) and a service participant (customer), is an approach with enormous potential; delivering on that potential requires action. Service design is meant to inspire and direct action in the form of implementation. To make deliverables that drive action, I propose three key considerations.”
(Shahrzad Samadzadeh a.k.a. @shahrsays ~ Cooper Journal)
Research is the foundation for design to make informed decisions.
“This guidance provides a broad overview of the methods and techniques available to conduct user research. More detailed guidance on each of these techniques can be found in the links below. User research can be categorised into 2 broad themes: product research and strategic research.”
Tech pub company sees the design light.
“Design aligns humans and technology, it aligns business and engineering, it aligns digital and physical, and it aligns business needs and user needs. (…) Design is both the disruptor and being disrupted. It’s disrupting markets, organizations, and relationships, and forcing us to rethink how we live. The discipline of design is also experiencing tremendous growth and change, largely influenced by economic and technology factors. No longer an afterthought, design is now an essential part of a product, and it may even be the most important part of a product’s value.”
(Mary Treseler a.k.a. @marytreseler ~ O’Reilly Radar)
And it’s getting more hungry than ever.
“Design is no longer something that we add to enhance a product, it is the product. The future, will not be made as much as it will be designed and anyone who wants to have a successful future, needs to learn design skills.”
(Greg Satell a.k.a. @Digitaltonto ~ Creativity Post)
Design and understanding are a great couple.
“In his presentation at User Interface 19 in Boston MA 2014, Stephen Anderson talked about the onset of ubiquitous information sources and their impact on user experience design practices. Here’s my notes from his talk.”
(Luke Wroblewski a.k.a. @LukeW)
Deep thinking and expressing it is not a great characteristic of practitioners. Grosso modo.
“I have a hypothesis. It is that the best path to the simplest user experience is through understanding the whole experience and that we are addicted to surface thinking, a way of thinking that leads to bad, shallow and fragile results.”
(Stew Dean a.k.a. @stewdean)