Presented at Philadelphia University in November of 2013 for PhillyCHI's panel: "Defining UX."

1. Defining UX
Henken Bean
Presented at PhillyCHI - November 4th, 2013

2. Henken Bean
Sr. UX Designer, Comcast
I design for web, mobile, TV
home-automation, + service
@henken

3. What is user experience design?
Is design a conversation?

4. What is user experience design?
Is design storytelling?

5. What is user experience design?
Is design empathy?

6. “ To all of you who can’t wait
for this fascination with
empathy to be over:
I completely get where you are
coming from. #ImWithYou ”
Jared Spool Oct. 13, 2013

7. What is user experience design?
Design ≠ empathy.

8. Empathy is something we
should strive for in all
professions.

9. Right. So what is user experience design?
Design is service.

10. Why?
A service requires something
to be built.

11. And it implies a holistic experience.
It is a system or set of tools.

12. Design is service, so...
Let me tell you a story.

13. 7:52pm
I try to make an ATM withdrawal.

14. 7:57pm
I call the bank ... which number should I call?

15. 7:58pm
I talk to the first representative:
“ Sorry your card
has been closed. ”

16. WHAT?
But I just got this card...

17. 8:25pm
I call again ... and get an automated voice.
“Sorry we are
closed after 7pm”

18. WHAT?
But I already talked to
someone after 7pm...

19. 8:27pm
I talk to the second representative.
“Your card is now
unlocked! The other
agent was wrong.”

20. 8:45pm
finally, dinner time...

21. Hmmm....was this a
Service/design fail?

22. or was it a....
Service/design opportunity.

23. Here’s the opportunity:
e-mail alert
confirm it’s me
unlock card

24. SELF-SERVICE
IS SEXY

25. Many customers don’t want
to call, they’d rather figure it
out themselves.

26. Self-service empowers
customers with tools to
help them help + educate
themselves.

27. Design is service.
@henken