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THE EXPERIENCE
UX Camp Edmonton | May 11, 2013
GAP
@gsmith @nform
#experiencegap
People’s expectations are shaped by the best software and devices they use. And the best is getting better.
Only a handful of organizations have the skills and expertise to develop these exceptional experiences.
Technology is now at the heart of almost every interaction between people and organizations.
This combination is a huge opportunity for UX pros.
EXPECTATIONS
CAPABILITY
TECHNOLOGY
OPPORTUNITY
EXPECTATIONS
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2000 2005 2010 2015 2020
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People’s expectations are shaped by the best software and devices they use
http://www.flickr.com/photos/38856921@N03/8011270952/
Canadian SmartPhone Penetration(ScotiaBank DailyEdge, Mar 6, 2013)
67%
“The Reimagination of Nearly Everything” - Mary Meeker
“How quickly the world owes us something we only knew existed ten seconds ago.”
CAPABILITIES
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xper
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Only a handful of organizations have the skills and expertise to deliver these
exceptional experiences
Understanding UX
http://www.flickr.com/photos/58571789@N00/5767913931/
UX is intentional creation of products or services that elicit specific outcomes for their users and the organizations that create them.
Design
Context
People
Research
DesignEvaluation
2000 2005 2010 2015 2020
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of E
xper
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Only a handful of organizations have the skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities slowly or not at all
Expe
rien
ce G
ap
“Two hours training. Still can’t use it.”“Two hours training.”
“Please Read Instructions”
Instructions“Enter”
Press here
Only 12 floors in building, all elevators go
to same floors.
Address (in case you don’t know what building you’re in)
Call Elevator
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xper
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As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences
2000 2005 2010 2015 2020
Qua
lity
of E
xper
ienc
e
As devices become more connected and context-aware, and as people expect to access services in multiple places, it will be more difficult to create exceptional experiences
2000 2005 2010 2015 2020
Qua
lity
of E
xper
ienc
e Research
DesignEvaluation
TECHNOLOGY
2000 2005 2010 2015 2020
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of E
xper
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2
1 People want exceptional experiences
Poor experiences cause frustration
3 Every company is now a tech company
Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/
“More and more major businesses and industries are being run on software and delivered as online services... Over the next 10 years, I expect many more industries to be disrupted by software” - Marc Andreessen
Photo: http://venturebeat.com/2011/09/28/andreessen-no-bubble-boxworks/
“All of the technology required to transform industries through software finally works and can be widely delivered at global scale.” - Marc Andreessen
“The machines have already taken over and resistance is futile” - Brad Feld
Photo: http://nakedentrepreneur.tv/brad-feld/
OPPORTUNITIES
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Opportunity
Frustration
++
PayByPhone
Consumer devices
Consumer software
Enterprise software
Service delivery
WebsitesFailure of Agile
Small UX Budgets
Why Has Agile Failed?• As it’s commonly practiced now, agile fails to
address several key problems:
• Doesn’t engage users• Doesn’t iterate
• Doesn’t create a coherent picture of the end product that all stakeholders can understand
• These are all critical to producing better products in large organizations!
Will Lean Succeed?• Lean software development shares some
principles with UX and with Agile• Seeing the whole• Rapid learning• Building integrity in
• Lean development & UX are being merged in consumer software development.
$5,000,000
$100,000
$5,000,000
$1,000,000
2000 2005 2010 2015 2020
Qua
lity
of E
xper
ienc
e
Only a handful of organizations have the skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities slowly or not at all
Expe
rien
ce G
ap
2000 2005 2010 2015 2020
Qua
lity
of E
xper
ienc
e
Only a handful of organizations have the skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities slowly or not at all
Research
DesignEvaluation
@gsmith @nform
THANKS!