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  • pretty well Mostly Commoditisation of service offerings However as the experience design industry approaches a critical mass such that it is able to commoditise its service offerings those services cluster into a set of repeatable predictable and marketable objects like practice moths around a service flame Some agencies might focus on the research cluster Some might prefer to lead with the design and build cluster Some might really be able to deliver them all as an integrated experience design offering But we re evolving into digital utilities Designing without borders While those commoditised experience design services help clients and agencies agree on deliverables costs and timelines the resulting engagement might be less collaboration more subscription If a client really does have an articulated addressable problem and the service offerings have evolved to the point that we can deliver great user experiences without too much operational overhead thank you then everybody is happy But what about the client that can t articulate their problem What if they don t even have a problem What if they just have a feeling that things could be somehow better That s where we need to take our experience design practice back to designing without service borders We still gather insights We still interpret and evolve We still detail and deliver But our engagement is based on our excellence in crafting experiences that delight customers and users We don t lead with services we lead with design Our designers are visionary They understand the complexities They re vibrant exciting and unique They don t shuffle into that workshop with brochureware they walk in to that workshop self aware They boldly glow and so they should 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of

    Original URL path: http://www.foolproof.co.uk/thinking/to-boldly-glow-experience-design-without-borders/ (2016-02-14)
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  • that wasn t why I was there I was there simply because I thought it sounds interesting As it turns out it was very much more than that I actually don t need to describe to you in great detail the content of the talks since you have a number of ways to see them for yourself courtesy of the speakers and the organisers Videos Slides Sketchnotes and photos What I will say is that all the talks had something unique about them that at least from where I was sitting provided inspirational examples of how gaining insights and applying user experience design methods really could do good in the real world Of course when I say it in a pithy rambling run on sentence like that it doesn t really sound that compelling so I d encourage anyone to check out the videos and slides for themselves to see what I m trying to say Whether it was Dan Lockton describing the failure of deliberate design in public seating and how we can use that insight to consider designing for human behaviours or Melanie Findlater showing us how tablets well iPads specifically in this case can radically improve the lives of individuals previously dependent on specially designed and helper dependent communication tools the talks were engaging informative and often eye opening and eye watering thanks Melanie Similarly whether it was Patrick Jordan s excellent proposition for how we can understand and use positive psychology in user experience design or Elizabeth Kessel Will Hardy and Clara Teoh s insider view of the steady progression of JustGiving com and some of the key milestones that have made it so important to so many people s lives the presenters were very obviously deeply committed and passionate which for a free event on

    Original URL path: http://www.foolproof.co.uk/thinking/user-experience-for-social-change-at-the-upa/ (2016-02-14)
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  • though that tangible something has scale and that is where it gets interesting On the project in question the design deliverable was pretty well specified from the outset But following the results of focus groups it was clear that we needed to spend some serious thinking time trying to understand what the deliverable really needed to be which was potentially quite different from what we d anticipated The scale of our tangible something was measured in days and in order to set our new course we had to agree on the best use of those days In this case we proposed that to understand that we should get all the project stakeholders to bring their thoughts and ideas to the table and that we spend a day working together on defining our goals and objectives and thinking about how that looks when we talk about structures clusters boxes and arrows Yes A design workshop Design workshops can be super effective for clarifying objectives surfacing ideas analysing research outcomes using up flip charts and making swift progress through design challenges But they are not for everyone They re not for all clients They re especially not for all designers While more than one head is almost always better than just one head to solve a problem there can be a reluctance on the part of professional problem solvers to allow others to collaborate with them on that most cerebral of tasks That s why I say you have to expose yourself Let clients stakeholders and anybody else who might have an opinion be part of your process and maximise the benefit of all those brains being in the room When you re steering a new course for your project ship it should be all hands on deck If you want to

    Original URL path: http://www.foolproof.co.uk/thinking/expose-yourself-design-workshops-in-the-real-world/ (2016-02-14)
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  • s not a superstar thing it s just an old friend thing Anyway if you take Dan Willis advice as I did and just stalk your heroes long enough they eventually have to ask you why you re just standing there looking a bit awkward and then you can have those conversations about method and practice that you ve imagined in your head but actually end up being about cheese and motorbikes or something with a bit of taxonomy thrown in The conference officially kicked off on Friday with a kind of interesting keynote from Nate Silver but what I d missed out on because you had to pay for them were the pre conference workshops that sounded like they were really quite good The biggest buzz appeared to be around Samantha Sturmer s cross channel workshop including on ramps off ramps and apparently origami This was of particular interest to me as it was directly related to a current project of mine and seemed to draw similar conclusions If you get the chance to attend it comes highly recommended In fact all the workshops sounded worth the money so I d definitely look at attending those next time if there is a next time I saw as many speakers as I could on Friday and if I m honest I liked them all although the catch me if you can award for super slick delivery goes to Karen McGrane for her content strategy session I needed a couple of coffees for that one which as many pointed out had run out by the time I got there Oh and it was my birthday Yay Speaking of which on Friday night I had bagged a place on a first timer s dinner which had been set up by the organisers to break us in gently The dinners were hosted by people I d heard of which was nice and I had the pleasure of meeting Whitney Hess Adam Connor and Aaron Irizarry amongst others as we stood around a Mongolian barbeque watching vegetarian options being thrown gleefully into the raw beef and juggled with 6ft knives as sickeningly young and fit waiting staff shouted things at each other Unbeknownst to me Whitney had let slip about my birthday so I was treated to a singled out and embarrassed episode that involved much shouting and pointing and cheering And a gong Thanks Whitney So to Saturday and my session I d studiously checked out the room I d be using the day before only to find that they d removed a partition and that it was now twice the size Eek That did mean however that I got a lectern I ve always wanted a lectern You can check out the slides from the session on slideshare although I should point out to my account team that you really need to download it to get the speaker notes because it s in there that I say I m joking you do

    Original URL path: http://www.foolproof.co.uk/thinking/thinking-about-summit/ (2016-02-14)
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  • of affinity sorting and some swift work with some sticky green dots we managed to pull together a pretty good set of priorities for the committee to consider going forward We know that they can t all be done and we know that what can be done can t be done overnight but there was a sense that at least we d captured something worth taking on I m sure when Leisa ran the session again in the second hour there were similar meaningful outcomes As we were posting our notes and finding out a bit about each other it was apparent that there were a number of UPA first timers in the room and also a healthy contingent who actually you know don t live and work in London The UK UPA know that this is a difficult issue to address and had already set up the Getting outside London session to try and get insights from those of us who practice in the regions I m based in Norwich with Foolproof to try to come up with some solutions for how to be more inclusive With Nick s support we developed some personas to try and describe the attributes of some representative non London UPA members their reasons for joining the UPA and what the benefits of that membership are That led on to a lively discussion about what works and doesn t work for those of us outside London and most difficult suggestions for what the UK UPA might do differently to better engage with and support interactions between geographically dispersed members We didn t solve everything and it did make my brain hurt a bit but as with Leisa s session there was a really healthy looking set of outcomes that the committee can review and

    Original URL path: http://www.foolproof.co.uk/thinking/which-way-now-for-the-uk-upa/ (2016-02-14)
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  • we go I can do that I can do that on my own in a dark room And then I can ask users whether it s any good But really we re missing the experience design opportunity to get those users at the heart of the design process All Jeff is really advocating is that we stop for a moment and remember what user experience design is about solving problems You don t solve a problem by simply picking the right deliverable You solve a problem by understanding the problem engaging with the user and having a conversation Jeff s method includes quick conceptualisation early collaboration and a distinctly unselfish approach to design success but what keeps it simple is that he doesn t focus on artefacts documents or whether you want it in Visio or Axure Because that s not the point It s about Control giving it up isn t giving it away you re still the keeper of the vision Momentum keeping everyone engaged and motivated Quality not compromising on finding the solution Feasibility keeping an eye on implementation but not the documentation Filling the blanks the more you talk the more you see To quote one of the quotes he quoted Speed first Aesthetics second Jason Fried of 37signals com I m paraphrasing here so to get the full story check out Jeff s presentation Lean UX Getting out of the deliverables business View more presentations from Jeff Gothelf If you want to hear him talk about Lean UX in person he s at a number of speaking events this year including the IA Summit in Denver but I should probably mention that there s also a scintillating discussion of the value of thought in experience design happening at exactly the same time so if his

    Original URL path: http://www.foolproof.co.uk/thinking/lean-ux-the-ux-you-wish-you-were-doing/ (2016-02-14)
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  • phase invest meaningful time to digest and analyse the messages we re getting from customers and start to build up a picture of an ideal customer journey I m not talking here about spending a day in a dark room with a stationery cupboard s worth of post it notes and walking away with a full site map All we should really be aiming for at the end of an initial design session is identifying those emerging themes and understanding how accurately they reflect the voice of the customer Themes are really just a logical clustering of questions statements and pain points related to a customer s interaction Since they re deliberately vague at the early stages of design they re not distinct categorisations with well specified hard attributes but more of an expression of the customer needs and desires If that doesn t sound pompous enough I d also suggest that they often describe the soft attributes of the customer s emotional engagement with the site for example I m worried about the future or I m not sure I should be putting all my eggs in one basket Identifying these themes early provides a clear customer centric reference when iterating into task based journeys and navigation models Themes are also a great way to solicit empathetic feedback It s more meaningful to describe a potential customer journey to a client for example if they can clearly empathise with the customer Using needs based descriptions with more open language through themes it can be much easier to evaluate a customer journey than by simply referencing a label on a navigation entry point Consider the difference between Protecting my future as a theme and Savings as a label While one might not map directly to the other there is still

    Original URL path: http://www.foolproof.co.uk/thinking/building-theme-based-information-architectures/ (2016-02-14)
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  • sketched out a framework that incorporates a tabbed navigation model we shouldn t have to build that from scratch or copy and paste it all over the place If we know we re going to suggest a persistent masthead we should just design that in one place rather than tracking those changes across multiple pages particularly for a complex process driven application prototype I know this just sounds like putting a slide master in your Powerpoint presentation so that every page has the same logo and says something like Page 1 of 127 at the bottom but really it s much better than that Take the tabbed navigation example for example In Axure it is almost embarrassingly easy to create a master widget for tabbed navigation that has multiple dynamic states These states can be set through user interactions or more seamlessly by switching states based on a variable condition For instance once you ve created the single instance of the tabbed navigation widget you can simply drag it on to a newly created page and then add an OnPageLoad case that sets the state of the master widget for the current page You don t have to fiddle around with moving a tab to the background highlighting the label de highlighting the previous tab etc I mean you did that once when you built the master widget but if you have 200 pages you still only did it once not 200 times Crucially if your marketing department who we always like to pick on in these examples decides that the Resources tab really need to say OMG This Is Cool Stuff then you change that once in the master and it is instantly reflected across your 200 pages You don t have to touch them Really I made that

    Original URL path: http://www.foolproof.co.uk/thinking/repeatable-design-with-axure/ (2016-02-14)
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web-archive-uk.com, 2016-10-25