Great posterchild of design in the enterprise.
“Shifting trends are forcing technology companies to reimagine their value proposition. IBM has chosen to create disruption through design. In embracing the future, the company is essentially invoking its past. Back in 1956, IBM was the first large company to establish a corporate-wide design program. But this time, the company’s goals are more ambitious.”
Atul Handa a.k.a. @at_hand /atulhanda and Kanupriya Vashisht a.k.a. @Kanu_Conceptell /kanuhanda ~ UXmatters ★
Broadening the scope of (marketing) definitions.
“So if you think your UX and CX are enough to surprise and delight your audience, you’re not quite right. It’s how you weave those features into the bigger story you’re trying to tell as a brand that really matters. That’s what experience is, and that’s what you should be striving for with your marketing this year.”
Ted Karczewski a.k.a. /tedhartkarczewski | @TeddyHK ~ ContentStandard ★
As long as the human experience is the focus of design, anything goes.
“Our experts have taken inspiration from such diverse fields as music, dance, philosophy, theater, and gastronomy. Have you taken inspiration from another profession and applied it in your UX design practice? If so, please share the source of your inspiration in the comments. Read on to learn about some of our experts’ sources of UX inspiration.”
(Janet Six ~ UXmatters) ★
“While everyone seems to have different definitions of craft, there are some common threads that suggest a special quality of diligence, pride, and beauty, borne out of shaping some raw material with the utmost personal care - whether it’s your hands covered with flour and sugar while making a pie, or some industrial-machined aluminum grafted with a high-resolution pixel display powered by smart algorithms… to keep your family comfortable while enjoying that delicious pie.”
(Uday Gajendar a.k.a. @udanium ~ Medium) ★
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) ★
So there must be a Gang of Four as well.
“The way we think about experience design and visual design is evolving. The digital environment is becoming increasingly more diverse, and experience design professionals need to adapt accordingly. Object-oriented design provides the toolset for user experience designers to face these challenges head-on.”
(Sharon Carter ~ Macquarium) ★
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) ★
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) ★
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) ★
Experience design as the new frontier for arranging bits and atoms to use.
“Leading studios and designers discuss what experience design is and how it can let you provide more for your clients.”
(Craig Grannell ~ Digital Arts) ★
When you have no design principles, you’re not knowing where you’re going in the design space.
“Applying the Jobs-to-be-Done theory, rather than creating archetypal customer personas, we try to understand what motivates customers to use Intercom and what jobs they are addressing with the product. This practical implementation of Jobs-to-be-Done helps us to create what we call a Job Story.”
(Michelle Fitzpatrick a.k.a. @shelliefitz ~ Intercom) ★
It’s called IBM version 5.
“In a way, what Apple does today with design is what IBM was doing in ‘50s (…) It was about simplification and cohesiveness across all platforms of the brand—products, ads, stores. These are all ideas in the modern vein that came about with Rand’s work with IBM. It set a precedent.”
(Carey Dunne a.k.a. @careydunne ~ FastCo Design) ★
Business and design, the other way around.
“The field of UX is growing and changing. More corporations than ever are now seeing the importance of user experience and bringing User Experience in house. Some companies are accelerating their adoption of User Experience by acquiring some of the best UX design consultancies. How will this shift affect large and medium-sized UX design firms in the near future?”
(Janet M. Six ~ UXmatters) ★
Changing perspectives can become lost in translation. It’s a competence, not an activity.
“The UX industry devotes considerable attention to the concept of empathy, and rightly so, as understanding our users and their needs is foundational to delivering quality experiences. Still, empathy and insights alone do not automatically create those experiences. What matters is how cultivating empathy alters our decisions and behaviors.”
(Lyle Mullican a.k.a. @mullican ~ A List Apart)
Allways surprised by new research journal findings.
“The papers included in this special issue cover a wide range of approaches and case studies and discuss different aspects of design for children and older people.”
(Interaction Design and Architecture(s) Journal)
Wrestling with a major UX challenge through the force of digital product development processes
“(…) how UX can be integrated into the process is the topic of ongoing discussions between UX professionals and with other stakeholders within the organization.”
(Kris Lohmann ~ CoreMedia)
Keep remembering, the map is not the territory.
“An experience map is a large visual of the path a consumer takes — from beginning to end — with your product. The goal of this map is to get everyone on your team on the same page about the customer journey — so it is to be shared. In addition, the map must be an easy-to-understand, self-contained unit.”
(Demian Farnworth a.k.a. @demianfarnworth ~ copyblogger) ~ courtesy of @thomasmarzano
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)
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)
Let’s call it ‘inter- and intra-touchpoint experience design’ (i2TED).
“Design has become incredibly multifaceted in recent years, encompassing subfields such as interaction design, user experience design, customer experience design and service design, to name just a few. We discuss the skills gap that exists today, and open a conversation on how you could begin your career in this industry.”