Henken Bean Presented at PhillyCHI - November 4th, 2013

Defining UX

Henken BeanSr. UX Designer, Comcast

I design for web, mobile, TVhome-automation, + service

@henken

What is user experience design?

Is design a conversation?

What is user experience design?

Is design storytelling?

What is user experience design?

Is design empathy?

“ To all of you who can’t wait for this fascination with empathy to be over: I completely get where you are coming from. #ImWithYou ” Jared Spool Oct. 13, 2013

What is user experience design?

Design ≠ empathy.

Empathy is something we should strive for in all professions.

Right. So what is user experience design?

Design is service.

Why?

A service requires something to be built.

And it implies a holistic experience.

It is a system or set of tools.

Design is service, so...

Let me tell you a story.

I try to make an ATM withdrawal.7:52pm

I call the bank ... which number should I call?7:57pm

I talk to the first representative:7:58pm

“ Sorry your card has been closed. ”

WHAT?But I just got this card...

I call again ... and get an automated voice.8:25pm

“Sorry we are closed after 7pm”

WHAT?But I already talked to someone after 7pm...

I talk to the second representative.8:27pm

“Your card is now unlocked! The other agent was wrong.”

8:45pmfinally, dinner time...

Hmmm....was this a

Service/design fail?

or was it a....

Service/design opportunity.

Here’s the opportunity:

e-mail alert confirm it’s me unlock card

SELF-SERVICE IS SEXY

Many customers don’t wantto call, they’d rather figure it out themselves.

Self-service empowerscustomers with tools to help them help + educate themselves.

Design is service.@henken