All posts tagged
cross-channel

Environmental communications: How understanding experiences in virtual space can influence the design of experiences in physical space

Added on 22 September 2014 Peter Bogaards

Digital and physical encounters, the ingredients of compelling human experiences.

“UX professionals are accustomed to thinking about how people interact with digital user interfaces. Whether we’re designing a mobile application or a marketing Web site, it’s in our DNA to consider what would be the optimal experience for people. But digital user interfaces are not the only elements of an experience with which people interact. In services, people may also interact with each other, with processes, with communications, and with physical spaces, and it’s the responsibility of the service designer to understand their needs and create an optimal experience that considers all of these diverse elements. Plus, while the goal of a service designer is to think holistically about how these elements work together in a service experience, each element has its own discreet set of design considerations.”

(Laura Keller ~ UXmatters)

Cross-platform service user experience: A field study and an initial framework (.pdf)

Added on 23 April 2014 Peter Bogaards

Complexity goes exponential with the IoT design challenge.

“Many web-based services utilize both desktop and mobile terminals in delivering content and functionality to their users. In terms of user experience, the overall chain of interactions, including mobile and non-mobile settings, becomes a central design target. The aim of this study was to investigate, what are the key elements of user experience associated with these, cross- platform interactions. This paper presents the findings from a four week long field study with three web-based cross-platform services. During the study, participants used the services on both their PCs and mobile devices. Diaries and interviews were used for gathering users’ experiences with the services. Based on our findings and reflection with related work, we argue that central elements of cross-platform service UX include fit for cross- contextual activities, flow of interactions and content, and perceived service coherence. We propose an initial conceptual framework of cross-platform user experience. The framework can be used to guide the design of cross-platform web services, as it draws attention to elements of user experience that are essentially influenced by the characteristics of cross-platform settings.”

(Authors: Minna Wäljas, Katarina Segerstah, Kaisa Väänänen-Vainio-Mattila, Harri Oinas-Kukkonen)

There is no spoon: The construct of channels

Added on 5 January 2013 Peter Bogaards
Channel, device or touch point. Typical inside-out thinking.

“Channels are completely fluid to the context of our needs. We can define them broadly: digital channel versus phone channel. Or we can zoom in and define them more narrowly: mobile channel versus desktop web channel. Or more narrowly still: native app versus mobile web. The purpose of defining channels largely depends on the context in which they are being discussed – at what detail do you need to define a particular channel to support the experience? You’ll typically define them more broadly at the organizational level, and then more narrowly as you move down to the strategic and then tactical level.”

(Chris Risdon a.k.a. @ChrisRisdon ~ Adaptive Path)

Making Sense of the Cross Channel Experience

Added on 23 July 2012 Peter Bogaards
Designing the white spaces, loud silences and waiting moments.

“The intention of this article has been to highlight some of our thoughts on creating pervasive information architectures. Our goal has always been to try to develop a practical framework that can be used early on in a design process to help us visualise the information space that we are so commonly being asked to design for nowadays.”

(Jon Fisher a.k.a. @ergonjon ~ Humanizing Technology Blog) ~ courtesy of petermorville