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@info_do
Ren Pope
From User to Global
A Spectrum of Experience
@info_do
Ren Pope
A Model for Experience
INTERFACE GOAL PRODUCTION
EXPERIENCE
ENVIRONMENT
EXPERIENT
UX CONTROL
@info_do
Ren Pope
USER EXPERIENCE
@info_do
Ren Pope
@info_do
Ren Pope
The User Experience
• Iceberg
@info_do
Ren Pope
ORGANIZATIONAL EXPERIENCE
@info_do
Ren Pope
@info_do
Ren Pope
Do Organizations Have
Experiences?
INTERFACE GOAL PRODUCTION
EXPERIENCE
ENVIRONMENT
EXPERIENT
Leicester City F.C.
The Football
Match
Opponent
Fans
Arena Win!...
@info_do
Ren Pope
@info_do
Ren Pope
What is an Organization or a
Group?
@info_do
Ren Pope
Capturing Organizational
Experiences
Why?
• Improve performance/Efficiency
• Improve morale
• Improve ot...
@info_do
Ren Pope
Capturing Organizational
Experiences
Defining the Experience
Serving a customer Landing a plane
@info_do
Ren Pope
Capturing Organizational
Experiences
Determine who is involved
Who Role Location
Flight Crew Experient A...
@info_do
Ren Pope
Capturing Organizational
Experiences
Contextual Observation
3:18:42
3:18:42
3:18:42
@info_do
Ren Pope
Capturing Organizational
Experiences
Asset Inventory
POS Console
House Phone
Intranet
Manager
Tablets
Da...
@info_do
Ren Pope
Capturing Organizational
Experiences
Mapping the Physical Environment
Phone
Intranet
“Sneakernet”
F2F Me...
@info_do
Ren Pope
Capturing Organizational
Experiences
Organizational Profiles
Dewey Cheatum&Howe
A small law
firm
Partner...
@info_do
Ren Pope
Capturing Organizational
Experiences
Organizational Profiles
@info_do
Ren Pope
ENTERPRISE EXPERIENCE
@info_do
Ren Pope
@info_do
Ren Pope
Enterprise Experience
What is an Enterprise?
@info_do
Ren Pope
@info_do
Ren Pope
Enterprise Experience
Enterprise Challenges
• Different/Competing sub
organizations, m...
@info_do
Ren Pope
Enterprise Experience
Department Revenue
Football $48,761,850
Law $26,800,000
Social Work $8,900,000
Eng...
@info_do
Ren Pope
@info_do
Ren Pope
Enterprise Experience
Enterprise Architecture: An Exercise in Alignment
Interfaces Goa...
@info_do
Ren Pope
CULTURAL EXPERIENCE
@info_do
Ren Pope
@info_do
Ren Pope
Cultural Experience
• Cultural Experiences manifest through:
– Language
– Perception
–...
@info_do
Ren Pope
@info_do
Ren Pope
Cultural Experience
Cultural Collisions
Two Cultures
Separated by a
Common Language
Te...
@info_do
Ren Pope
@info_do
Ren Pope
Cultural Experience
Culture Rule Mitigation Notes
UK/Australia/S Africa Do not use wor...
@info_do
Ren Pope
@info_do
Ren Pope
Cultural Experience
Enhance Cultures
@info_do
Ren Pope
EXPERIENCE OF THINGS
Do robots dream
of experiences?
@info_do
Ren Pope
Experience of Things
@info_do
Ren Pope
Experience of Things
12:10: Nothing to report
12:30: Nothing to report
12:50: Nothing to report
13:10: N...
@info_do
Ren Pope
Experience of Things
You
missed a
spot…
Thanks
Your air
vent is
clogged
Thanks
COLLABORATION
@info_do
Ren Pope
Experience of Things
I’m
Bored!
I’m
Bored!I’m
Frustrated!
PEER NETWORKINGI think
I’ve got it!
@info_do
Ren Pope
Experience of Things
CONCIERGE
KNOWLEDGE
ACQUISITION
@info_do
Ren Pope
GLOBAL EXPERIENCE
@info_do
Ren Pope
@info_do
Ren Pope
Global Experience
DO NO HARM
INCLUSIVE
ACCESSIBLE
@info_do
Ren Pope
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From User to Global: A Spectrum of Experience Slide 1 From User to Global: A Spectrum of Experience Slide 2 From User to Global: A Spectrum of Experience Slide 3 From User to Global: A Spectrum of Experience Slide 4 From User to Global: A Spectrum of Experience Slide 5 From User to Global: A Spectrum of Experience Slide 6 From User to Global: A Spectrum of Experience Slide 7 From User to Global: A Spectrum of Experience Slide 8 From User to Global: A Spectrum of Experience Slide 9 From User to Global: A Spectrum of Experience Slide 10 From User to Global: A Spectrum of Experience Slide 11 From User to Global: A Spectrum of Experience Slide 12 From User to Global: A Spectrum of Experience Slide 13 From User to Global: A Spectrum of Experience Slide 14 From User to Global: A Spectrum of Experience Slide 15 From User to Global: A Spectrum of Experience Slide 16 From User to Global: A Spectrum of Experience Slide 17 From User to Global: A Spectrum of Experience Slide 18 From User to Global: A Spectrum of Experience Slide 19 From User to Global: A Spectrum of Experience Slide 20 From User to Global: A Spectrum of Experience Slide 21 From User to Global: A Spectrum of Experience Slide 22 From User to Global: A Spectrum of Experience Slide 23 From User to Global: A Spectrum of Experience Slide 24 From User to Global: A Spectrum of Experience Slide 25 From User to Global: A Spectrum of Experience Slide 26 From User to Global: A Spectrum of Experience Slide 27 From User to Global: A Spectrum of Experience Slide 28 From User to Global: A Spectrum of Experience Slide 29 From User to Global: A Spectrum of Experience Slide 30 From User to Global: A Spectrum of Experience Slide 31 From User to Global: A Spectrum of Experience Slide 32 From User to Global: A Spectrum of Experience Slide 33 From User to Global: A Spectrum of Experience Slide 34 From User to Global: A Spectrum of Experience Slide 35 From User to Global: A Spectrum of Experience Slide 36
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From User to Global: A Spectrum of Experience

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The user has been the champion of our professional community. User experience and user-centered design place a laser-like focus on ensuring all of the needs and desires of the user are met. Yet at best, this is only one side of a multi-faceted universe of experience. Experiences happen among groups of people and across cultures. With the advent of the “Internet of Things,” experience may even go beyond the realm of humans. Focusing on experiences just from users overlooks these many experiences that can be captured, studied, and improved. Let’s discuss what the experiences beyond the scope of a user are and how we can capture, study, and improve them.
Presented at UX Australia 2016 http://www.uxaustralia.com.au/conferences/uxaustralia-2016/presentation/user-to-global/

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From User to Global: A Spectrum of Experience

  1. 1. @info_do Ren Pope From User to Global A Spectrum of Experience
  2. 2. @info_do Ren Pope A Model for Experience INTERFACE GOAL PRODUCTION EXPERIENCE ENVIRONMENT EXPERIENT UX CONTROL
  3. 3. @info_do Ren Pope USER EXPERIENCE
  4. 4. @info_do Ren Pope @info_do Ren Pope The User Experience • Iceberg
  5. 5. @info_do Ren Pope ORGANIZATIONAL EXPERIENCE
  6. 6. @info_do Ren Pope @info_do Ren Pope Do Organizations Have Experiences?
  7. 7. INTERFACE GOAL PRODUCTION EXPERIENCE ENVIRONMENT EXPERIENT Leicester City F.C. The Football Match Opponent Fans Arena Win!!! Training Medical Recruiting Transportation Facilities Equipment Grounds Keeping Administration
  8. 8. @info_do Ren Pope
  9. 9. @info_do Ren Pope What is an Organization or a Group?
  10. 10. @info_do Ren Pope Capturing Organizational Experiences Why? • Improve performance/Efficiency • Improve morale • Improve other Experience How? • Tightly define the experience • Determine who is involved • Contextual observation • Asset inventory • Environment Outcomes • Define Information Sharing • Design UX/UI • Suggest improvements to environment and processes
  11. 11. @info_do Ren Pope Capturing Organizational Experiences Defining the Experience Serving a customer Landing a plane
  12. 12. @info_do Ren Pope Capturing Organizational Experiences Determine who is involved Who Role Location Flight Crew Experient Aircraft Radar Approach Experient RAPCON Tower Controller Experient ATC Tower Radar Approach Supervisor Production RAPCON Tower Supervisor Production ATC Tower Weather Observer Production ATC Tower Runway Maintenance Production End of Runway Shack
  13. 13. @info_do Ren Pope Capturing Organizational Experiences Contextual Observation 3:18:42 3:18:42 3:18:42
  14. 14. @info_do Ren Pope Capturing Organizational Experiences Asset Inventory POS Console House Phone Intranet Manager Tablets Daily Bulletin Clip Board
  15. 15. @info_do Ren Pope Capturing Organizational Experiences Mapping the Physical Environment Phone Intranet “Sneakernet” F2F Meeting Take Action
  16. 16. @info_do Ren Pope Capturing Organizational Experiences Organizational Profiles Dewey Cheatum&Howe A small law firm Partners Assoc Tech Staff Clients 3 5 No 35 Tech Assets Tech Adaptability Info Efficiency Experience Dewey Cheatum&Howe is a small law firm, lead by fairly senior, partners. The firm has done well and they have invested a lot in IT infrastructure, but they have not implemented most of what they have purchased. The staff is frustrated that information does not flow between the partners and the rest of the firm.
  17. 17. @info_do Ren Pope Capturing Organizational Experiences Organizational Profiles
  18. 18. @info_do Ren Pope ENTERPRISE EXPERIENCE
  19. 19. @info_do Ren Pope @info_do Ren Pope Enterprise Experience What is an Enterprise?
  20. 20. @info_do Ren Pope @info_do Ren Pope Enterprise Experience Enterprise Challenges • Different/Competing sub organizations, microcultures • Different Infrastructure • Geography
  21. 21. @info_do Ren Pope Enterprise Experience Department Revenue Football $48,761,850 Law $26,800,000 Social Work $8,900,000 Engineering $210,000,000 Mission We exist to advance the well-being of the people of Ohio and the global community through the creation and dissemination of knowledge. Competing Experiences
  22. 22. @info_do Ren Pope @info_do Ren Pope Enterprise Experience Enterprise Architecture: An Exercise in Alignment Interfaces Goals Production Interfaces Goals Production Interfaces Goals Production Interfaces Goals Production •Inventory •Analyze (Gaps, Redundancies) •Take Action
  23. 23. @info_do Ren Pope CULTURAL EXPERIENCE
  24. 24. @info_do Ren Pope @info_do Ren Pope Cultural Experience • Cultural Experiences manifest through: – Language – Perception – Customs – Actions Þakka þér
  25. 25. @info_do Ren Pope @info_do Ren Pope Cultural Experience Cultural Collisions Two Cultures Separated by a Common Language Terminology OK Terminology PROBLEM
  26. 26. @info_do Ren Pope @info_do Ren Pope Cultural Experience Culture Rule Mitigation Notes UK/Australia/S Africa Do not use word “fanny” Bum US • Do not use word “fag” for cigarette Cigarette May be controversial in most situations. Use must be approved Korean Do not use red color fonts for people’s names Use alternate colors for emphasis A person’s name I red means that their name is n the book of the dead
  27. 27. @info_do Ren Pope @info_do Ren Pope Cultural Experience Enhance Cultures
  28. 28. @info_do Ren Pope EXPERIENCE OF THINGS Do robots dream of experiences?
  29. 29. @info_do Ren Pope Experience of Things
  30. 30. @info_do Ren Pope Experience of Things 12:10: Nothing to report 12:30: Nothing to report 12:50: Nothing to report 13:10: Nothing to report … I’m Bored!
  31. 31. @info_do Ren Pope Experience of Things You missed a spot… Thanks Your air vent is clogged Thanks COLLABORATION
  32. 32. @info_do Ren Pope Experience of Things I’m Bored! I’m Bored!I’m Frustrated! PEER NETWORKINGI think I’ve got it!
  33. 33. @info_do Ren Pope Experience of Things CONCIERGE KNOWLEDGE ACQUISITION
  34. 34. @info_do Ren Pope GLOBAL EXPERIENCE
  35. 35. @info_do Ren Pope @info_do Ren Pope Global Experience DO NO HARM INCLUSIVE ACCESSIBLE
  36. 36. @info_do Ren Pope
  • andrewhinton

    Nov. 2, 2016

The user has been the champion of our professional community. User experience and user-centered design place a laser-like focus on ensuring all of the needs and desires of the user are met. Yet at best, this is only one side of a multi-faceted universe of experience. Experiences happen among groups of people and across cultures. With the advent of the “Internet of Things,” experience may even go beyond the realm of humans. Focusing on experiences just from users overlooks these many experiences that can be captured, studied, and improved. Let’s discuss what the experiences beyond the scope of a user are and how we can capture, study, and improve them. Presented at UX Australia 2016 http://www.uxaustralia.com.au/conferences/uxaustralia-2016/presentation/user-to-global/

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