User Experience as the Lens

experienceUser

as the lensGuiding principles for library innovation

Kevin Rundblad UX & Social Technology StrategistUCLA Library

What is User Experience?

1

User Experience (UX) isthe overall experience of aproduct or service.

“Experience is the Product”

Peter MerholzAdaptive Path

http://www.slideshare.net/peterme/experience-is-the-product

The experience is not the technology

mysql

Linux

phpjQuery

Experience is about the context

And the interaction points

UX design is based onunderstanding user perspective

Creating interaction points with high value

How do we build high value interaction?

The highest value goes to thoseinteractions that offer disruptiveexperiences

2

Definition: a disruptiveinnovation is one that radicallyimpacts a market, or createsentirely new markets.

WikipediaGoogleTwitteriPhone FacebookPandoraDropbox

Disruptive Examples

WikipediaGoogleTwitteriPhone FacebookPandoraDropbox

Why Disruptive?

They changed our expectationsof an experience

WikipediaGoogleTwitteriPhone FacebookPandoraDropbox

And altered our perception.

Why Disruptive?

WikipediaGoogleTwitteriPhone FacebookPandoraDropbox

We do not experience web interactions the same as we did in 2000, 2005, etc…

WikipediaGoogleTwitteriPhone FacebookPandoraDropbox

We have changed.Our users have changed.

Experiencesare not static events

We change everydaydue to shifting context

Do you get your news the same way as 5 years ago? Mine comes from Twitter.

Disruptive experiencesreframe our expectations

Have you attempted to ‘pinch’ your laptop screen to zoom in?

And in turn, disrupt our habits

I can’t seem to stop watching every episode of Mythbusters on Netflix Streaming.

UX innovation is about disrupting the expected, in favor of anunexpected, dissimilar andfresh experience.

“Many significant innovations got theirstart as unexpected discoveries orimpractical ideas”

Luke WilliamsFrog Design &NYU Professor of Innovation

Disrupt: Think the Unthinkable to Spark Innovation. Pg 91, Pearson Education, 2011

Innovation is an obsession with creating new value

The obsession with newvalue begins with the user

Know the userKnow the contextCreate simple interactions

This means working backwardfrom the end (user)conceptualizing newfunctionalities and interactions.

It is about creating a lensthrough which we see a new interaction.

Innovation from withinthe user culture

3

Everything starts withKnow the user

“If you truly want to understand customers' wants and needs, you need to remove the distance between you and them.”

http://www.quora.com/When-creating-products-how-do-you-know-what-users-want/answer/Jorge-Barba?srid=z3u

Jorge BarbaDigital Strategist, Blu Maya

How do we “remove the distance” from the user?

Work with themWork like them

We need to become learners

HierarchicalTime-driven 9-5Committees, MeetingsWork at desk

Flowing, person to personWork anytime/anywhereIndependent/casual meetupsWork on Laptop

http://www.game-changer.net/2010/11/19/radical-management-it-isn%E2%80%99t-just-w-l-gore/Graphics:

Which is the student?

HierarchicalTime-driven 9-5Committees, MeetingsWork at desk

Flowing, person to personWork anytime/anywhereIndependent/casual meetupsWork on Laptop

Being “effective” is only rule = Grade

http://www.game-changer.net/2010/11/19/radical-management-it-isn%E2%80%99t-just-w-l-gore/Graphics:

HierarchicalTime-driven 9-5Committees, MeetingsWork at desk

Students

Flowing, person to personWork anytime/anywhereIndependent/casual meetupsWork on Laptop

Being “effective” is only rule = Grade

http://www.game-changer.net/2010/11/19/radical-management-it-isn%E2%80%99t-just-w-l-gore/Graphics:

Can we create experiences for

http://www.game-changer.net/2010/11/19/radical-management-it-isn%E2%80%99t-just-w-l-gore/Graphics:

With thisstructure

http://www.game-changer.net/2010/11/19/radical-management-it-isn%E2%80%99t-just-w-l-gore/Graphics:

goes all the way back to how we work.UX

“...if you get the culture right then most of the other stuff

will happen naturally out of it.”

Tony HsiehCEO Zappos

http://bigthink.com/ideas/20671

Simul8 Group UCLA Library

Example:

To get in touch with our userswe created a design/developmentgroup with 5-7 students.

Structure mimics the nature ofa small startup company.

Meet 3-5 hours a week.Design projects on whiteboardRest of time work independentlyGive them space Enjoy work

User research is then implicit

Their needs are naturally divulgedin course of group work.

Focus groups won’t get to this level.There is no “user oracle”

Know the userWork like the userDefine user context & problemsProspective app ideasSketch wireframesDefine interactionsDid you solve a problem?

Yes No Take a walk, rethink

Wireframe and mockup designDecide on technologiesFast prototypeTest with some users

Simul8 Group Examples

Stash It! (mobile & web hybrid, save for later app)

Icon1 (digital camera, ocr, text extraction service)

Icon2 (Worldcat API + Icon social framework)

UX – Creating a Lens:

Perceptual experience changes over timeHigh value experiences are disruptiveKnow & learn from usersDesign from outside-inGet the culture right, and everything follows

“Create the conditions under which people can flourish”

Sir Ken RobinsonBring on the Learning Revolution!TED Conference, Feb 2010

Questions

Contact

http://about.me/rundblad

http://twitter.com/rundblad

kevinrundblad@gmail.com

Kevin RundbladUX & Social Technology StrategistCo-Founder, Simul8 GroupUCLA Library