User Friendly 2013 Sharing / Better service better service design slideshare version
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This document discusses the importance of user experience design, especially in the era of the internet. It notes that service design seeks to create better customer experiences and interactions. The internet has transformed society and led to an experience economy where value comes from experiences with products, services, and other people. User experience design must be closely tied to a company's mission and business strategy to ensure the best outcomes. The challenges of UX design lie in imagination and envisioning new concepts regardless of their origins.
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User Friendly 2013 Sharing / Better service better service design slideshare version
1. BETTER EXPERIENCE
FOR BETTER SERVICE DESIGN
FOR ICT PRODUCT
Hsien-Hui Tang DITL, NTUST
drhhtang@drhhtang.net blog.drhhtang.net
2. •
設計獲獎 (DESIGN AWARDS) 2013
!
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2013.12 HearMe by DITT 2013 通訊⼤大賽 使⽤用者體驗設計組 最佳設計獎 link
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2013.12 Memoir Monopoly 2013 通訊⼤大賽 使⽤用者體驗設計組 最佳設計獎 link
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2013.12 HearMe 第五屆中國⽤用⼾戶體驗設計⼤大賽 ⾦金獎 link
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2013.12 創故事 2013年 玩具暨兒童⽤用品創意設計競賽 銅獎 link
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2013.07 Benefeat 好⻝⾷食
詹依庭 & 葉庭吟
Red Dot Concept Award 2013
Winner link
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2013.06 iListen 林楷庭
Red Dot Communication Design 2012
Winner link
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2013.06 iCan 鄭群萌
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2013.05 ColorMe 李亞芝 第⼗十屆育秀盃 使⽤用經驗UX獎。link
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2013.05 ColorMe 李亞芝 第⼗十屆育秀盃 銅獎。link
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2013.04 Benefeat 好⻝⾷食
詹依庭 & 葉庭吟
iF Concept Award 2013
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2013.04 Memoir Monopoly 101年度國科會前瞻概念計畫成果發表會年度最佳作品評選 link
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2013.04 Display of Will 101年度國科會前瞻概念計畫成果發表會年度最佳作品評選 link
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2013.04 Loocare 101年度國科會前瞻概念計畫成果發表會年度最佳作品評選 link
Red Dot Communication Design 2012
Winner link
iF 340 entries link
16. Service design is the activity of planning
people & infrastructure of a service in
order to improve its quality, the interaction
between service provider and customers
even for ICT products.
19. Service Design usually seeks to design the
experiences leading to a better customer/
user experience and better efficiency in terms
of the service provider; a mutually beneficial
approach for both consumer and provider.
21. USER EXPERIENCE (ISO 9241-210)
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A Person's Perceptions and Responses That Result from the Use or Anticipated
Use of a Product, System or Service
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Includes All the Users' Emotions, Beliefs, Preferences, Perceptions,
Physical and Psychological Responses, Behaviors Accomplishments
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that Occur Before, During and After Use
24. THE OPPORTUNITY TO GARNER LOVES
OF CUSTOMERS
IN EXPERIENCE ECONOMY
LIES IN DELIVERING NOT JUST A QUALITY
PRODUCT, PROCESS, OR SERVICE BUT
QUALITY EXPERIENCE.
25. FOSSIL FUEL —> ENGINE —>
AUTOMOBILE —> GLOBAL TRANSPORT
SYSTEM —> TRAVELING EXPERIENCE
38. NEW DIGITAL WORLD
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Numerous new product
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Cheaper Price
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Faster Data Transfer
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Content > Form
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Internet is the product &
service
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User experience keeps
evolving.
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The bar for UX standard
raises every time a new
product launches.
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UX is the design focus.
39. INTERNET
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Alipay (⽀支付寶), Taobao (掏寶)
Spotify, iTune, Pandora,
dropbox, box.net
Linkedin, Wordpress, Basecamp,
Square space, google map,
Twitter, Pinterest,
MSN, Skype, Facebook
Google Search, gmail, g-calendar
web, e-mail
Internet
40. HOW INTERNET AFFECTS US
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⼤大潤發 2013 1~9⽉月
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•
•
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21.79 億rmb 2013 營業 26.04%
UP
佔公司營收7%,低於去年13%
Walmart
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減少13~18實體店 / 投資⼀一號店
Bank / personal finance
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去實體分⾏行 / 建⽴立mobile APP
11.11 光棍節
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370 億 RMB
1.52 億件產品
菜⿃鳥網路
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建議客⼾戶選擇 + 即時物流通報
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物流雷達預警
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⺩王永慶 魔球
43. IDEAS
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by 2020, almost all business will be internet business.
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This is about information not technology
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125 million tablets will be sold in china 2013.
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Mobile is about information not device.
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The car change how we live, buy, …..
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we are making an old mistake.
44. IN THE FUTURE WHO YOU ARE IS
DEFINED BY THE EXPERIENCE
CREATED IN THE INTERNET.
49. CONCLUSIONS
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the future of marketing will be personal and personalized
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mass marketing is coming to an end
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behavioral based marketing + personal communication
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due to a network of everyone, everything, everywhere
53. MISSION / ARCHITECTURE /
INTERACTION
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Why does your company exist ? this is really hard question for many company
57. MISSION
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FACEBOOK’s mission / to make the world more open and connected.
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To make web business more personal / INTERCOM
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Cocacola / Happy - Sharing
59. BUSINESS STRATEGY
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Paul Bryan
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North Star / Mission
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Business Strategy / Architecture
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Tactic (Persona / Quotes / Customer Data) / Interaction
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Competitive APPs
61. ARCHITECTURE
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designing systems not destination
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Facebook is not website not a app
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we all designing complex, dynamically changing social systems.
64. IT IS NOT DESIGNING FLEXIBLE AMOLED,
BUT DESIGNING THE INTERACTIVE
EXPERIENCE BASED ON AMOLED.
65. THE BENEFITS OF 4G
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Peak speed requirements at 100 megabits per second (Mbit/s) for high mobility
communication (such as from trains and cars)
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1 gigabit per second (Gbit/s) for low mobility communication
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WHAT KINDS OF DIFFERENT USER EXPERIENCE ARE ENABLE BY 4G ?
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The Strategy of 4G and its UX missions
72. THE CHALLENGE OF UX DESIGN LIES
ON IMAGINATION
NO MATTER WHERE NEW CONCEPT
ORIGINATED FROM
73. THE IDEA OF BETTER EXPERIENCE
BETTER DESIGN IS EVEN MORE
IMPORTANT IN THE ERA OF INTERNET
74. THANKS BRYAN FOR GIVING THE
PERMISSION TO SHARE
THE FOLLOWING SLIDES
102. PRIORITIZING
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everyone has ten points for design 10 points for business
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the top list for design and top list for business are different
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Paul Adams talked about changing roles as the leader of the team
103. UX NEEDS TO CLOSELY CONNECT TO
COMPANY MISSION & BUSINESS
STRATEGY