DESIGNING A FUTURE WE WANT TO LIVE IN

UXSTRAT USA 2017 | BOULDER CO

ANDREW HINTON | @INKBLURT

I WANT TO SAY ONE WORD TO YOU. JUST ONE WORD.

YES, SIR.

ARTIFICIAL INTELLIGENCE.

… ISN’T THAT TWO WORDS?

IS ALL OVER THIS THING

ARTIFICIAL INTELLIGENCE

Gartner Hype Cycle for Emerging Technologies 2017

USER EXPERIENCE STRATEGY

WHAT DO THESE MEAN IN AN AI FUTURE?

“USER”

"...for the computer to operate at all for us first requires a wealth of interactions to take place for itself.

As operators or engineers, we may be able to describe how such objects and assemblages work.

But what do they experience?”

— Ian Bogost

UX REQUIRES AN UNDERSTANDING HOW THEY PERCEIVE & ACT THINKING MACHINES AREN’T PEOPLE

bleepingcomputer.com

UMWELT“The world as experienced by a particular organism.”

Organisms can have different umwelten, even though they share the same environment.

• Clear communication framework of signals and rewards.

• Environment that works for cohabitation for human and dog.

FOR PEACEFUL, CLEAR COHABITATION BETWEEN HUMANS & MACHINESWE’RE DESIGNING ENVIRONMENTS & “LANGUAGES”

Physical Activity (Explicit or Tacit)

Signifies

Signifies

Communication

Environmental Structure

FOR PEACEFUL, CLEAR COHABITATION BETWEEN HUMANS & MACHINESWE’RE DESIGNING ENVIRONMENTS & “LANGUAGES”

“EXPERIENCE”

PHYSICALLY, CULTURALLY, ECONOMICALLYTHE POWER TO CHANGE THE HUMAN ENVIRONMENT

BEHAVIOR = A FUNCTION OF THE PERSON & THEIR ENVIRONMENT

LEWIN’S (“LE-VEEN’S”)EQUATION

(“EXPERIENCE” IS HARD TO PIN DOWN. BUT WE CAN SEE BEHAVIOR.)

IT TURNS OUT, WE DESIGN THOSE

EXPERIENCES HAPPEN IN ENVIRONMENTS

WE ARE THE DATA

ARTIFICIAL INTELLIGENCE IS ONLY AS GOOD AS ITS DATA

“Always design a thing by considering it in its next larger context — a chair in a room, a room in a house, a house in an environment, an environment in a city plan.” — Eliel Saarinen, Architect

ECOSYSTEMS & INTEGRATED LANDSCAPES

SERVICE DESIGN

Pictures courtesy Rosenfeld Media “Service Design: From Insight to Implementation”

https://www.flickr.com/photos/rosenfeldmedia/sets/72157632731881073/

…FOR PURPOSEFUL ENVIRONMENTAL DESIGN STRATEGIESSERVICE DESIGN IS A GREAT VEHICLE…

Line of Visibility

Line of Interaction

Support Processes / Systems

Customer Actions

Service Agent

Actions

DIGITAL AGENTS AS PARTICIPANTS + INSTANCES OF SYSTEMS/PROCESSESWE NEED TO BE “FULL-STACK” UX STRATEGISTS

Line of Visibility

Line of Interaction

Support Processes / Systems

Customer Actions

Service Agent

Actions

OPERATIO

NS

DESIG

NEN

TERPRISE A

RCHITECTU

RE

“STRATEGY”

IN FOUR ACTSA PARABLE ABOUT ENTERPRISE AI STRATEGY

https://xkcd.com/1831/ 

“DIGITAL TRANSFORMATION”“IT MODERNIZATION”

“PROCESS AUTOMATION”

…um…those aren’t strategies

The gap between ambition and execution is large at most companies. • Three-quarters of executives believe AI will

enable their companies to move into new businesses.

• Almost 85% believe AI will allow their companies to obtain or sustain a competitive advantage.

• But only about one in five companies has incorporated AI in some offerings or processes.

• Only one in 20 companies has extensively incorporated AI in offerings or processes.

• Less than 39% of all companies have an AI strategy in place.

• The largest companies — those with at least 100,000 employees — are the most likely to have an AI strategy, but only half have one.

HIGH

HO

PES

LOW

DIR

ECTI

ON

http://sloanreview.mit.edu/projects/reshaping-business-with-artificial-intelligence/

https://hbr.org/2017/08/a-survey-of-3000-executives-reveals-how-businesses-succeed-with-ai

BUSINESS & TECH STRATEGY NEEDS HUMAN CONTEXT

COMMON THREAD…

+ UX STRATEGY

STRATEGY DEF. A

“…THE CREATION OF A UNIQUE AND VALUABLE POSITION…CHOOSING TO PERFORM ACTIVITIES DIFFERENTLY THAN RIVALS DO.”

Michael Porter, “What is Strategy?” HBR 1996

POSITION

STRATEGY DEF. B

“…A SET OF GUIDING PRINCIPLES THAT, WHEN COMMUNICATED AND ADOPTED IN THE ORGANIZATION, GENERATES A DESIRED PATTERN OF DECISION MAKING.”

Michael Watkins, “Demystifying Strategy” HBR 2007

PRINCIPLES

“USER EXPERIENCE”

A HUMAN-CENTERED PERSPECTIVE FOR PLANNING, DESIGNING, AND IMPLEMENTING PRODUCTS & SERVICES.

PERSPECTIVE

WHAT DOES IT MEAN TO HAVE A UX STRATEGY?

STRATEGIES TO GET UX STRATEGY INTO THE CENTER OF CORPORATE PLANNINGWE NEED “META” STRATEGIES

“THE META”

“THE MATTER”The product, service, project, etc.

The organization, ecosystem, values, politics, infrastructures…

3 QUICK CLOSING THOUGHTS

ORGS NEED UX STRATEGY FOR SUCCESSFUL AI STRATEGY

(WE HAVE TO MAKE THAT CASE)

DON’T WAIT. LEAD.

HUMAN-CENTERED MEANS IT’S GOOD FOR ALL OF US

THANK YOUAND WE’RE DONE…

ANDREW HINTON @INKBLURT AH@ANDREWHINTON.COM

NANOO NANOO