UXPA Boston 2018: The Fracturing of the Experience Movement (Bill Gribbons)
Presented by Bill Gribbons, Bentley University
- 30 years of consulting work, 30 years of running graduate/professional programs
- Curious about how design works in the public arena
- “Very disturbed by how I was taught design”: observe practices, replicated, without understanding ideas behind
- Graduate work, then, was in psychology
- Pulling together what we call “UX” today
- “At the right place at the right time”
- No matter what we’ve called it, we’re “all about people”
- What keeps you awake at night? Missing something significant in the marketplace
- A lot of changes over the years, timing is everything in graduate programs
- Was very excited to discover there was a behavior-driven approach to design in Norman’s Psychology of Everyday Things and Jonassen’s The Technology of Text
- 1980: “Design of everything”
- Slow thirty-year focus on narrow confines of “product design”
- 2018: Gradual reemergence of “design of everything”
- “Once you’ve done the bathroom experience, you’ve done it all.”
- We have the respect of business leaders, developers
- We apply our principles widely
- Number of practitioners explodes
Success is not unnoticed
- Others want a piece of the action
- In some cases, want complete control of the experience
- Customer experience
- Experience of place/community
- Patient experience
- Retail experience
- Service design
- Play/game design
- Design thinking
A matter of “when”
- Momentum growing stronger over time
- Grad programs emerging… still a small number of programs
- Leapfrogging over UX so they can place graduates more broadly
- Applicants already thinking about sub-specialization
- Consulting practices selling “experiences” (even though not using UX name)
- Human resources/hiring managers are asking about whether “UX” grad can fill a “Customer Experience” role
- 1990: Society for Technological Communication… sitting on top of the world… had respect…
- Someone then was saying: “Here comes ‘usability’… 70% of the documentation we write isn’t going to be necessary.”
- UPA was smart to move to UXPA
Lose the “User” from UX?
- Names define/shape how others view us and what we do
- Does “user” limit us from greater opportunities?
- Consider “design thinking”: would it be as successful if “user thinking”
- What about shift to “experience design”?
- If we don’t, will someone else?
- Seeing this in graduate programs, at consulting practices
If it’s not broke?
- Disrupt, or be disrupted!
Changing face of product design
- Interface is going away… nature of work is changing
- Product strategy, innovation is growing in importance
Are we the only ones who’ll suffer?
- Consider politics of product management
- Competition creates struggle for resources, power, control
- Will user/customer suffer?