A growing experience design field, just like the design practices of Citizen Experience, Author Experience and Employee Experience.
“As an opening reflection to Volume 4 of Patient Experience Journal (PXJ), this editorial reviews the progress of the journal and the implications seen both in the evolving healthcare marketplace globally as well as reviews the data on the developing field of patient experience. It reinforces the need for an integrated view of experience as supported by data in the most recent State of Patient Experience research – one encompassing quality, safety, service, cost and population health implications and one driven on an engine of both patient and family engagement and employee/staff engagement. The article offers that healthcare is as dynamic as it has ever been and is now being pushed at speeds it has not been built to handle, suggesting the need for agility and vision, redesign and expanded thinking. The recognition of these intertwined realities reveals what the author suggests is a return to purpose in healthcare. This is framed by the reinforcement that engagement, communication, quality and safe outcomes are unquestionably central issues for healthcare and they are all now coming together as central to the overall experience dialogue. From these insights, the article offers an invitation for contributions to PXJ that will both underline and expand the exploration found on its pages, from types of submissions to topics including national and global perspectives, technology and culture. The author calls on readers to share their voice, stories, thoughts, research and experiences grounded in the essence of generosity that inspires each of us to sustain a commitment to positive experience efforts each day. The article leaves us in suggesting the powerful simplicity of a return to purpose may be one of the strongest foundations we could hope for in building the future of healthcare.”
Jason A. Wolf a.k.a. /jasonwolf | @jasonawolf ~ Patient Experience Journal 4.1
Moving ‘Lick’ forward into the design world.
“As a designer, you will be facing more demands and opportunities to work with digital systems that embody machine learning. To have your say about how best to use it, you need a good understanding about its applications and related design patterns. This article illustrates the power of machine learning through the applications of detection, prediction and generation. It gives six reasons why machine learning makes products and services better and introduces four design patterns relevant to such applications. To help you get started, I have included two non-technical questions that will help with assessing whether your task is ready to be learned by a machine.”
Lassi Liikkanen a.k.a. /lassial | @lassial ~ Smashing Magazine ★
From creating static to dynamic meaning.
“Over the last 5 years, it has been my privilege to coach and mentor UX & UI designers in over 40 countries, and at hundreds of the top brands and design consultancies through my workshops and tutorials on UI Animation. After over fifteen years studying motion in user interfaces, I have come to the conclusion that there are 12 specific opportunities to support usability in your UX projects using motion. I call these opportunities ‘The 12 Principles of UX in Motion,’ and they can be stacked and combined synergistically in a myriad of innovative ways.”
Issara Willenskomer a.k.a. /issarawk ~ courtesy of @Nicooooooon ★
Set of articles, skills and tools to raise the bar.
“Design has a huge influence on how people behave and live their lives. In how we as designers aim to answer the question of how to live ‘a good life’ the act of design itself can be seen as ethical. That’s why it’s important to know about ethics and learn to incorporate it in your design work. And for that, you’re in the right place. (…) In March 2017 Jet Gispen graduated on the research for and development of this ethical toolkit for designers. Struck by the lack of ethical knowledge of most designers and design students, she set out to find a way to improve that. By means of various case studies performed at the Delft University of Technology, Jet researched ways for designers to incorporate ethics into their design process. The result of this research was this template-based toolkit.”
Jet Gispen a.k.a. /jet-gispen ~ Ethics for designers
Innovation always happens at the edges.
“Research papers from the AAAI User Experience of Machine Learning Symposium ~ Consumer-facing predictive systems paint a seductive picture: espresso machines that start brewing just as you think it’s a good time for coffee; office lights that dim when it’s sunny and office workers don’t need them; just in time diaper delivery. The value proposition is of a better user experience, but how will that experience actually be delivered when the systems involved regularly behave in unpredictable, often inscrutable, ways? Past machine learning systems in predictive maintenance and finance were designed by and for specialists, while recommender systems suggested, but rarely acted autonomously. Semi-autonomous machine learning-driven predictive systems are now in consumer-facing domains from smart homes to self-driving vehicles. Such systems aim to do everything from keeping plants healthy and homes safe to “nudging” people to change their behavior. However, despite all the promise of a better user experience there’s been little formal discussion about how design of such learning, adaptive, predictive systems will actually deliver. This symposium aims to bridge the worlds of user experience design, service design, HCI, HRI and AI to discuss common challenges, identify key constituencies, and compare approaches to designing such systems.”
Mike Kuniavsky a.k.a. @mikekuniavsky, Elizabeth Churchill a.k.a. @xeeliz, and Molly Wright Steenson a.k.a. @maximolly
Know thy history.
“However, there was steady progress. It took longer than many expected, but we collectively built the world imagined by Vannevar Bush, J. C. R. Licklider, Douglas Engelbart, Ivan Sutherland, Ted Nelson, Alan Kay, and others. In the 1960s, a few engineers and computer scientists used computers. Yet a common thread in their writing was of a time when people in diverse occupations would use computers routinely. We’re there.”
Jonathan Grudin a.k.a. /jonathan-grudin ~ ACM Interactions XXIV.2 ★
Making history at the summit while looking at the works of some giants.
“If as information architects we want to do human-centered design, and to be working in terms of health and wellbeing in the overall ecosystem as a consequence of our actions, even those actions that seem isolated in small sub-regions of the ecosystem, then our methods, and ways of talking with people who don’t do what we do, and the entry points into and interactions with our profession, need to go even wider than ordinary.”
Dan Klyn a.k.a. /danklyn | @danklyn ★
Concept models reflect the target cognitive frames of a system or idea.
“Let’s start by agreeing that a concept model is a visual explanation. I want you to see things the way I do, so I draw a model made of words and pictures so you share the picture in my mind. What if I want you to understand that design tends to wander around exploring options, but don’t worry because eventually we’ll pick something.”
Christina Wodtke a.k.a. /christinawodtke | @cwodtke ★
Models are great for analysis and explanation. Less for designing a future.
“For at least ten years now I have been collecting User Experience (UX) and Customer Experience (CX) Maturity Models. I keep hoping to find the perfect one to help executives understand what we do, and what good looks like. Oftentimes my conversations are about how to maximize funding for UX services. Other times the goal may be to help an executive understand just how much further we have to go before we’re really getting the benefits of engaging a UX professional.”
Natalie Hanson a.k.a. /nataliehanson | @ndhanthro ★
Scalability of design thoughts.
“Design is a top priority for companies that want to innovate and continue to improve the customer experiences. While many are investing in design thinking education, the distributed nature of teams makes it difficult for teams to practice, especially together. Ultimately, big initiatives to roll out design thinking as a core competence for all ‘knowledge and imagination workers’ have seen friction for both newly minted design thinkers and experts.”
Mariano Suarez-Battan a.k.a. /batmelon | @batmelon ~ O’Reilly Radar #Design ★
Concepts and theories are tested through technology developments. Will show technology independent they are.
“This article will examine the opportunities for data-driven navigation design without the dependency on physical device sensors or cookies, and without building out the intricacies of an elaborate recommendation engine. Leveraging even traditional analytics and usage metrics alone can go a long way in differentiating the content locating experience on conventional websites.”
Dan Owens a.k.a. /thedanowens | @HelloDanOwens ~ UXPA magazine ★
AI is eating the UX world for breakfast.
“It’s a glimpse of the kind of personalization of language that could transform UX over the next few years, as AI becomes an integral part of research and design.”
Katharine Schwab a.k.a. /katharineschwab | @kschwabable ~ FastCo.design ★
Analytics, metrics and measurements, also for experiences and design.
“While many UX leaders would love to be able to create a reliable ROI model to justify their team’s resource needs and communicate its value, a product’s user experience is so pervasive that trying to determine isolated UX metrics is futile.”
Corinne Wayshak a.k.a. /corinnewayshak | @corinnewayshak ~ UXmatters ★
Architecture and interaction. And where is information?
“The fields of interaction design (IxD) and architecture are increasingly intertwined . Architecture is to a large extent produced through the use of digital tools, and digital technologies are increasingly integrated with our built environment. However, these integrations themselves certainly have transformative effects. For example, as the drawing of buildings is primarily done with CAD technologies, the practice of sketching and drawing is also changed. The same can be said about computer-enhanced buildings. Through the integration of digital technologies into our built environment, one physical space can be designed to allow for easy reconfigurations of that space so as to serve many different purposes and activities. As such, digital technologies challenge a core idea in architecture—that the physical environment is hard to reconfigure—and further, that since the physical space both allows for and restricts the social space, it is important that architecture consider the design of the physical environment in relation to the social activity it is intended to support.”
Mikael Wiberg a.k.a. /mikael-wiberg ~ ACM Interactions XXXIV.2 ★
Short term focus delutes attention towards history.
“European contributions to the field of information science are often overlooked or forgotten in the popularity and prominence of the Association for Information Science and Technology, previously known as the American Society for Information Science and Technology. Areas covered include information science theory, bibliographical descriptions, documentation theory, library science, classification, information retrieval, bibliometrics and standards. One noteworthy contributor to the field of information science as a whole is Karl Marx, who is credited as a “herald of the information society. Two international conferences, the International Conference on Scientific Information in Washington D.C. in 1958 and the Royal Society Scientific Information Conference in London in 1948, are cited as recognizing the importance of the field. Another conference series highlighted here is the Conceptions of Library and Information Science, which promotes innovations from the European community and is maintained primarily by Europeans.”
Michael K. Buckland ~ Bulletin of the Association for Information Science and Technology 43.3 ★
Or how a software engineering approach dictates the design process.
“As the trend of software development bends inevitably toward continuous improvement, continuous learning, and agility, so too must design practice bend and change to be most effective for the digital world. The process models UX inherited from its precursors – graphic design, industrial design, and architecture – are front-loaded and heavy, meant for outputs that are physical products and objects. But these process models collapse when it is no longer possible to figure out everything in advance, as is the case with creating complex software applications. Lean UX is a call to work iteratively, to streamline design and eliminate waste, to collaborate on cross-functional teams and, most importantly, to maintain a customer-centric perspective in our decision-making.”
Jonathan Follett a.k.a. /jonfollett | @jonfollett ~ O’Reilly Radar ★
The more details you need from backstage processes and roles, the more you need blueprinting.
“A service blueprint is, in essence, an extension of a customer journey map. A customer journey map specifies all the interactions that a customer will have with an organization throughout their customer lifecycle – the service blueprint goes a bit deeper and looks at all the interactions both physical and digital that support those customer interactions and adds a little more detail to the mix.”
The Interaction Design Foundation ★
Agile-this and Agile-that.
“How usability testing makes its way in can depend on the product owner’s approach or the organization’s UX maturity. When it works well, there is a common pragmatism that helps makes the tortured relationship more like a healthy marriage. The differences between Agile and UX are not irreconcilable; as with many things, attitude seems to be the key in making it work. There are plenty of good guides out there on how to get user testing done in an Agile environment.”
Luke Smith ~ HandrailUX ★
Design thinking is an organizational competence in the 21st century.
“Design thinking is a process that uses design principles for solving complex problems. It helps organizations identify opportunities, unlock innovation, and improve their businesses.”
Jonathan Follett and Mary Treseler Wong ~ O’Reilly Radar ★
Still design the user interface. Text as UI.
“Chatbots that use artificial intelligence, actually understand human language, and they continually become smarter as they learn from the people who interact with them.”
Amelia Wong a.k.a. /amelia-wong | @ameliacwong ~ UXmatters ★