1) People's expectations for the quality of their digital experiences are constantly rising due to improvements in technology, while only a few organizations have the expertise to deliver exceptional experiences, resulting in an "experience gap."
2) As technology becomes more integrated into everyday life and devices become more connected, it will become even more difficult to create these exceptional experiences.
3) This combination of rising expectations and limited capabilities among most organizations presents a major opportunity for UX professionals to help close the experience gap.
4. People’s expectations are shaped by the best software
and devices they use. And the best is getting better.
Only a handful of organizations have the skills and
expertise to develop these exceptional experiences.
Technology is now at the heart of almost every
interaction between people and organizations.
This combination is a huge opportunity for UX pros.
18. 2000 2005 2010 2015 2020
QualityofExperience
Only a handful of organizations have the
skills and expertise to deliver these
exceptional experiences
22. 2000 2005 2010 2015 2020
QualityofExperience
Only a handful of organizations have the
skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities
slowly or not at all
ExperienceGap
28. 2000 2005 2010 2015 2020
QualityofExperience
As devices become more connected and context-aware, and as people expect to access
services in multiple places, it will be more difficult to create exceptional experiences
29. 2000 2005 2010 2015 2020
QualityofExperience
As devices become more connected and context-aware, and as people expect to access
services in multiple places, it will be more difficult to create exceptional experiences
30. 2000 2005 2010 2015 2020
QualityofExperience
Research
DesignEvaluation
32. 2000 2005 2010 2015 2020
QualityofExperience
2
1 People want exceptional experiences
Poor experiences cause frustration
3
Every company is now a
tech company
40. Why Has Agile Failed?
• As it’s commonly practiced now, agile fails to
address several key problems:
• Doesn’t engage users
• Doesn’t iterate
• Doesn’t create a coherent picture of the end
product that all stakeholders can understand
• These are all critical to producing better
products in large organizations!
41. Will Lean Succeed?
• Lean software development shares some
principles with UX and with Agile
• Seeing the whole
• Rapid learning
• Building integrity in
• Lean development & UX are being merged
in consumer software development.
45. 2000 2005 2010 2015 2020
QualityofExperience
Only a handful of organizations have the
skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities
slowly or not at all
ExperienceGap
46. 2000 2005 2010 2015 2020
QualityofExperience
Only a handful of organizations have the
skills and expertise to deliver these
exceptional experiences
Most organizations will develop these capabilities
slowly or not at all
Research
DesignEvaluation