Flickr’s product has scaled incredibly and increased in complexity over the past 8 years. We’ve begun the process of redesigning the site in stages, hitting the portions of the site with the highest engagement and greatest opportunities first. This presentation gives a quick explanation of why we’ve taken this approach and how we’re managing the process.
As User Experience professionals, we are often faced with features that produce revenue but are counter productive to a good user experience. In her role as Director of User Experience for Hotwire.com, Melissa Matross regularly lamented the global navigation banner ads on the site. The response: “If you want to get rid of them, find a way to replace the the revenue.” By understanding the Hotwire experience, you will gain insight in ways to manage the difficulties of changing systemic experience-poor (but money making) features and turn “bad” revenue into good.
GE is the 14th largest software company in the world and is growing fast as it builds software to connect the industrial internet. Massive change is forcing GE to adopt and adapt design methods to solve some of its biggest challenges. The talk will discuss GE’s strategy for developing UX practice from the top down and from grass roots up within an engineering driven culture.
Every time we visit a design blog or conference someone is touting the benefits of Service Blueprints, Scenarios, Experience Maps, or some-such-thing. Every consultant would like you to believe your organization needs one (or more!). You and your team are still trying to figure out what everyone is REALLY talking about. Chris and Todd have walked these roads many times and lived to tell the tale. In this talk, they share lessons of how customer journey mapping is done well, what value it can bring to your organization, as well as how to avoid wasted effort from amateur mistakes and service design snake oil when you hire outside help.
Last year, Continental Airlines and United Airlines merged to become one of the world’s biggest air carriers. The merger’s impact touches every aspect of the organization. From the Mileage Plus program to the coffee served on each airplane, the scale of change is almost unfathomable. In this conversation with Sarah B. Nelson, April will discuss what building a creative team takes within an ever-changing environment.
The area of convergence between design and management is still a ripe territory for exploration. For managers of UX teams, the idea of “managing design” is absolutely important and certainly a challenge since creatives are an energetic and sometimes irregular group of people. Equally important, if not more, is the idea of “designing management” – that is, taking the human power to shape and craft products and applying it to the domain of management across all types of organizations. Comparisons and contrasts between the two different combinations of design and management reveal possibilities about the nature of both that are not so obvious at first.
As Design Leaders, we are “wired” to employ standard UX practices to guide our work. Sometimes, our tools and methods do not provide the intended value and silently recede into oblivion. Other times, however, they not only meet expectations, but also create ripple effects that far exceed our own expectations in fascinating ways. In this talk, Miguel shares an anecdotal story about how a customer journey model (originally created to guide the strategy and design of a web-based navigation system) has evolved into a framework that has been widely adopted within the global organization to guide strategic discussions far beyond its original primary intent.
For Baby Boomers and Generation Xer’s, a career ladder in UX was either non-existent or barely emerging when they were establishing themselves in industry. Fast-forward to 2012, and many of these design, research and technology professionals are in senior executive positions at top-tier technology companies. Find out how these early UX practitioners got to where they are today…and how they find their leadership roles to be a function of good design.
Drawing on a combination of Strategy Analytics market-level and human-level research, this presentation will explore supply-side technology trends and evolving consumer behaviors in the home, in the vehicle and while mobile. By investigating the impact of rapid smartphone, social media, cloud services and machine intelligence adoption, the presentation will outline where UX is heading, the trends that will affect it, and the implications over the next 3-5 years for designing experiences across touchpoints including the mobile device, the connected TV and the connected vehicle.
How do you build an organizational culture that improves customer experience? Drawing from the science of group psychology and social change, Lynne proposes five tools you should master to drive the values, practices and mindset that make up your team or company culture.
Working with UX teams around the world requires discipline, flexibility, trust, and plenty of coffee. Learn how the experience teams at Cisco work together to deliver the next generation of collaboration products.
In a series of interviews and surveys spanning 2010 to 2011, Nancy studied “The Experience of User Experience.” In this talk she will present her current findings on the state of user experience as a profession. Through stories and case studies Nancy focuses on how corporate expectations for user experience are changing and maturing. She also shares how some user experience professionals are saying they feel “frustrated and burnt-out” while others are saying, “This is the best time EVER to be a user experience professional.” What’s the difference?
2012 already looks like a promising -yet rowdy- year for UX leadership. With greater awareness of UX comes greater expectations. Brandon’s MX Outlook frames the work and the opportunities in our near future.
Employers are competing tooth and nail for the best UX Designers. Those one or two new hires are crucial and it’s important to get that first-choice designer. This talk shows you how your organization can put its best foot forward when attracting and interviewing top talent.
PreViz is a powerful movement that is taking place in film & television, product development and architecture. From special FX to business modeling, the practice of ‘Pre Visualizing’ a business’ future is being adopted on a wide scale. Powerfully large projects can rehearse their future to give an insight into how they can build and manifest into responsibly executed businesses.
We’ve entered the age of the customer — an era where a focus on customers matters more than any other strategic imperative. Companies are waking up to the fact that customers’ perceptions have a profound impact on business metrics ranging from brand equity and customer loyalty to increased revenue and cost savings. But while every executive knows that customers matter, most companies simply don’t approach their interactions with customers in a disciplined way. Lip service won’t cut it anymore. For businesses to succeed, they need to get serious about the way they define, implement, and manage the customer experience.