Multichannel experiences will define the future of UX management. But you're probably not going to be leading the management of these multichannel experiences, unless you move UX from a cost center to an investment center. 

So start today by writing your new job description.

1. The MX Outlook, 2011

2. Multichannel
experiences will
define the future of
UX management

3. There’s a coming explosion of devices.

4. Customer expectations are being set.

5. There’s money it in.
New Computing Cycle Characteristics
Reduce Usage Friction Via Better Processing Power + Improved User Interface +
Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices
Computing Growth Drivers Over Time, 1960-2020E
More than
Just Phones
1,000,000
Mobile iPad
Internet Smartphone
100,000 Kindle
Devices/Users (MM in Log Scale)
Desktop Tablet
10,000 Internet MP3
Cell phone/
PDA
1000
10B+ Car Electronics
PC GPS, ABS, A/V
Units???
100 Mobile
1B+ Units/ Video
Minicomputer
Users
100MM+ Home
10 Entertainment
Units
Mainframe Games
10MM+ Units
1 Wireless Home
Appliances
1MM+ Units
1960 1970 1980 1990 2000 2010 2020
Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively;
Source: ITU, Mark Lipacis, Morgan Stanley Research.
49

6. Multichannel
experiences will
define the future of
UX management

7. But you're probably not
going to be leading the
management of these
multichannel experiences

8. why you won’t be leading:
You’re not good
with the numbers
You haven’t managed
a big budget
You don’t grow
the business

9. SCREW THAT.

10. why you won’t be leading:
You’re not good
with the numbers
You haven’t managed
a big budget
You don’t grow
the business

11. perception reality
You’re not good You drive all
with the numbers the numbers
You haven’t managed Actually, you do
a big budget
You don’t grow But you should
the business

12. Multichannel
experiences will
define the future of
UX management

13. But you're probably not
going to be leading the
management of these
multichannel experiences

15. Unless you move UX from
a cost center to an
investment center.

16. So start today by writing
your new job description.

17. MX Job Description
1. I manag e our investments across the
customer experience
2. I maximiz e the business performance
o f our current experience
3. I identify the new experiences that
help us grow

19. MX Job Description
1. I manag e our investments across the
customer experience
2. I maximiz e the business performance
o f our current experience
3. I identify the new experiences that
help us grow

20. 1. I manage o ur investments across the
customer experience
Manage your own (psuedo) P&L.

21. 2. I maximize the business performance
of our current experience
Build processes to continuously measure
and maximize.

22. 3. I identify the new experiences that
help us grow
Make the future

23. 3. I identify the new experiences that
help us grow
Make the future
performance
time

24. 3. I identify the new experiences that
help us grow
Make the future
performance
time

25. MX Job Description
1. I manag e our investments across the
customer experience
2. I maximiz e the business performance
o f our current experience
3. I identify the new experiences that
help us grow

26. The MX Outlook, 2011
Get out there and lead.

27. Get out there and lead.