Currently, there is a big focus on the ‘how’ ‘what’ and ‘why’ of user experience design; the method, the tool and the value proposition. What’s commonly overlooked is the one aspect that affects all of these things – mindset. Uncovering two influential mindsets greatly affects our approach to methods, tools, and ultimately the quality and trajectory of our work.
Today’s digital experiences are splintered between devices, channels, contexts and need-states along a customer journey. These experiences are not fluid and continuous however. They are discrete events that unfold over time and happen with a certain cadence and intensity. This talk is about how to deliver experiences in the right cadence across the right channels and devices.
In a world where the perceived value associated with delightful experiences can help set a product apart, how can designers stay on top of our game? What is this intangible ‘delight’ thing anyway, and is it possible to create it? In this talk, Ben ‘squared’ will explore what makes an experience delightful, and whether the systems and processes that we love and rely on are still relevant in an ever-changing landscape.
This talk is for anyone who designs mobile apps and wants to better engage and onboard new users. You’ll get an overview of best practices, patterns and antipatterns for designing first time user experiences, with suggestions for taking the next steps.
In a world obsessed with the success and importance of the ‘individual’ it’s not surprising that we focus our user-experience work on the performance outcomes of a single person, our ‘user’. This talk will look into the emerging practice of Neuroanthropology and how brain science coupled with more pluralistic anthropological thinking; can tell us a few things about what it means to be human and how we can begin to reconcile the cult of the ‘individual’ with the real world of ‘us’.
Organisations are turning to people with design sensibilities to inform and lead significant changes within their businesses. UX practitioners have the necessary design sensibilities, but few are applying themselves to these new challenges. In this presentation Iain shares his experiences with non-digital design, describes the challenges and opportunities, and provides guidance to help you get started on a similar journey.
The conference keynote will be given by Greg Petroff, Chief Experience Officer at GE Software and General Manager of GE’s User Experience Center of Excellence.
The idea of the ‘user experience’ is infiltrating the class room, the board room…and even the cabinet office. Everywhere, small green shoots of design thinking are rising when we need them most. But while the method has transcended the studio, is the rise of design thinking in Australia missing those it needs most – designers? In this presentation Tim offers a short taxonomy of hope, with a skim across work in three states that may just put design back into thinking, including case studies in So...
In this hands-on activity, Mike Biggs will introduce you to the power of the Empathy Map; a quick and simple workshop tool that draws on the knowledge of the team in the room to tease out those key differences between your customers. In less than the time it takes to conduct one in-depth interview, you can paint a picture of your audience, prioritise them, and have your stakeholders walk out of the room in clear agreement about who your strategy is targeting; allowing you to head out and start l...
In order for organisations to truly become experience-centric, it is critical for IT to shift its role as well. IT has impact on all aspects of how an organisation operates, and this in turn has direct impact on how well the business can deliver value to itself and to customers. Customer and staff experience are at the heart of this shift, as experience is often the only differentiator in an increasingly commodified product and service environment. We’ll explore what an experience-enabling IT fu...
Many consultants and designers are starting to be faced with the job of helping a client to connect via a variety of touch points and create a true multi-channel experience strategy. It’s a great opportunity – knowing that your design ideas in one channel can be translated far and beyond. You can give your clients confidence in realising their goals and also help customers know that the brand is ready for ‘on my time. Through trial and error, tears and laughter, we have discovered a range of way...
Discover the power of LEGO® SERIOUS PLAY® and how it applies to strategy design. This technique helps to build participatory practices within organisations through visual and physical co-creation. The method can be applied to design thinking, decision making, team building and organisational strategy.
Thematic analysis is a widely used qualitative method in design research. We will discuss the difference between data driven and theory driven approaches and explore how thematic analysis can be used strategically to generate different insights at various points in the design cycle.
Recently, I worked on two experience strategy projects: one – the UX strategy for our own company DiUS, and the other – working with my client to put together a Customer Experience Strategy for her organsiation. This talk summarises the 11 things I found to be important when defining an experience strategy.
This presentation provides practical tips for creating a customer-led vision, strategy and roadmap within a large organisation. We will describe how Westpac uses customer centred design (CCD) techniques to write compelling stories for the future and get buy-in from stakeholders across the business. We will also talk about how we deliver on the visions we set.
We developed a target customer experience at NAB, and it looked great. We started using it and it didn’t work well, so we redesigned it. It worked better, but we thought of new ways to use it and redesigned it again. It seems like every month we’ve got something to change or add to it, and that’s just the way it should be.
Mark founded Sneaking Duck a few years ago as he believed that buying glasses shouldn’t be like it was. Along this start-up journey he’s had successes, failures, earned the respect of many customers, sadly lost a few forever, won some awards, learned a lot and had some fun!
A moment of Wow, a strategy that creates long lasting relationships – that’s how we at Telstra think about Experience Strategy. But how easy is this realistically and how often does an Experience Strategy actually get executed on? In my presentation I will talk about how we create Experience Strategies in Telstra, how we get around the ‘dust collecting’ Experience artifacts, how we learn from our mistakes and why we want to create brilliant connected experiences for everyone.
The idea of “mobility” is rapidly expanding beyond smartphones and tablets that have traditionally defined this area. The emergence of devices such as wearable displays like Google Glass and the Oculus Rift, as well as real-time rich content and scene creation tools like the Structure Sensor present new challenges to how we design experiences for multi-device environments that offer real utility rather than novelty. This session will present case studies across several projects we’ve undertaken ...
Does anyone actually get it right all the time? Of course not… Through a candid exploration into ustwo’s own journey in own IP and mobile app development, we’ll see why it’s healthier to assume you’ll get it wrong and the benefits in doing so.
Enabling mobility in the retail environment is usually left to the leaders in customer service; not something you would expect from Government. The new ‘one stop shop’ Service NSW, with help from The Customer Experience Company have designed a mobile application that enables face to face service interactions in a high volume retail environment. This session will discuss the design and implementation of this Customer Flow Management system and the measures that show how much it is improving your ...
The Queensland police force is moving to a new mobile information platform that allows officers to conduct police checks from the road; avoiding lengthy radio queues, maintaining higher visibility and getting more work done. This presentation walks through the design challenges we overcame as we sought smarter ways to help police quickly find the information they need, whilst pulling together information from multiple disconnected sources.
What is Responsive web design? What is “Mobile first”? Is responsive the best solution in all cases? How do you wireframe responsive? How do you user-test responsive? Find out the answers to these questions, as well as some real world case studies.
Mobile has crashed the UX landscape, challenged many of our UX truisms, and made us rethink some of our user-centered design processes….and it’s awesome! In this talk, we’ll take a whirlwind history tour of technology and UX in the last 20-odd years. We’ll then cover what I reckon as the main challenges for UX about mobile. In particular, animation and gestures – their importance and the fact that they are so damn hard to test early, how mobile has created crazy cross-channel experiences, and ho...
There is a lot at stake when designing services to support youth mental health and wellbeing. To ensure they are safe and effective programs are designed on the basis of research data, past evaluations, health planning frameworks and theories of behaviour change. However in order that such programs are relevant, meaningful and useful to the young people they aim to benefit, they must also take into account the context, experiences and perspectives of those young people. This presentation shares ...
Presenting an idea in a visual form is one of the most powerful communication tools a UX practitioner can have but this can be intimidating for practitioners from non design backgrounds. The good news is the success of drawing as a communication tool is less about drawing well than about the ability to draw quickly at the appropriate fidelity required to achieve your goal. This talk covers judging the correct level of sketchiness, some starter drawing techniques and a special challenge at the en...
Something shiny, new and happy snuck through the door while everyone was looking the other way; SAFe UX is something more and something “less” Taking the context of “less” UX within the Scaled Agile Framework, or re-framed in this case from a lean perspective, UX is applied daily through routine and repeatable practice at the team level as user stories. At the program level, UX has an architectural perspective across the programmes – this construct offers UX something more than ever before!
Fun for the whole UX family. Ages 7 years and up. Our imagination can fail us. Our ideas about the future can become repetitive, stale and start to lose their zest. What if there was a method grounded in good design practice that would be fun and sparked your imagination? The method has arrived and it’s been gamified. It’s called Pick 3.
Customer Journeys, maps, stories, flows. Whatever you call them they’re a powerful tool for understanding interactions, touchpoints, and moments of engagement between a company and an individual. Given the level of detail possible they often require long cycles, multiple lanes of research and multiple rounds of review to complete. What about a slightly different approach: creating journeys with less information, more inspiration and geared to foster conversations. I’ll take you through the ideas...
Evaluating products and services with end users in multiple countries is increasingly important for companies with global market aspirations. Ilana will provide an overview of the tools and methods available to UX teams, product developers and marketers for conducting multi-national user testing to evaluate and improve is products. The presentation includes interesting client case-studies, including an ‘out of the box’ experience study of a medical device managed by Optimal Experience in 14 coun...
