Mike’s (@lordshales) 17 years of work in the creative arts field has brought him to Johnson Controls where, over the last 3 years, he has built a team of User Experience specialists. Within Johnson Controls, he is currently setting creative direction for the building efficiency line of business and leading the charge establishing UX as a culture within the organization. Mike’s leadership and passion for user-centered design helped him start a UX meet-up group called mkeUX. To learn more about the Insight Summit Series please visit http://www.insightsummitseries.com

1. The Long Tail of User Experience
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3. h"p://cdn.memegenerator.net/instances/400x/22051274.jpg

4. h"p://www.applema"ers.com/assets/images/uploads/old/products/cache/Power_Macintosh_8500_150_300x428.jpg

5. h"ps://www.eiseverywhere.com/file_uploads/5d9b2e978c40d2e5e7cc1ff3269f224f_MC_STL_office.jpg

6. h"p://staQc.commercialmotor.com/big-­‐lorry-­‐blog/612%20failure%20030.jpg

7. What is User Experience?
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8. What is User Experience?
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9. What is User Experience?
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10. h"p://www.youtube.com/watch?v=5cNJNKkCQ2E

11. The Ages of Our Digital Life
Distribution
1960-1990
Interconnected
Systems

12. h"p://media.nara.gov/media/images/15/5/15-­‐0500a.gif

13. The Ages of Our Digital Life
Distribution Information
1960-1990 1990-2009
Interconnected Free Information
Systems Flow

14. h"p://med-­‐libwww.bu.edu/library/tutorial/lycos.gif
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15. The Ages of Our Digital Life
Distribution Information Age of the
User
1960-1990 1990-2009 2009 -
Interconnected Free Information Empowered
Systems Flow Users/Buyers

16. h"ps://devimages.apple.com.edgekey.net/appstore/images/appstore-­‐guidelines-­‐hero_102011.png
h"p://launch.it/sites/default/files/amazon-­‐logo_1.jpg

17. The Long Tail of Consumerism
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18. The Long Tail of Consumerism
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19. The Long Tail of Consumerism
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20. The Long Tail of Consumerism
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21. The Long Tail of Consumerism

22. The Long Tail of Consumerism
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23. What does UX have to do with this?
Age of the
User
2009 -
Empowered
Users/Buyers

25. SO… WHAT DOES THIS ALL
MEAN?

26. 7
THERE ARE HARD TRUTHS
IN THE LONG TAIL OF USER
EXPERIENCE

27. 1
USER EXPERIENCE
IS
AN ECOSYSTEM

29. h"p://agbeat.com/wp-­‐content/uploads/2012/06/uber.jpg

30. 2
USER EXPERIENCE
IS
A COMPETITIVE
ADVANTAGE

31. “The customer
experience is the
next competitive
battleground.”
Jerry Gregorie - 1999

32. The COST of a
The COST of a
BAD experience
GOOD experience

33. The VALUE of a
The VALUE of a
BAD experience
GOOD experience

34. After a single bad experience
82%
of customers will simply leave
Source:
2010
Customer
Experience
Impact
Survey
–
RightNow
Technologies

36. 3
USER EXPERIENCE
IS
EMOTIONAL

37. h"p://media.npr.org/assets/img/2012/12/06/immagine-­‐024_custom-­‐aba98b81bdb509019352f0f9fce82fa5a854c535-­‐s40.jpg

38. h"p://media.npr.org/assets/img/2012/12/06/couple-­‐4e3798d20440if35b45a09675a96d0d061db40f-­‐s40.jpg

39. 4
USER EXPERIENCE
IS
THE PRODUCT

40. “We are shifting to an
experience economy
where experience is
becoming the primary
economic offering.”
- Joseph Pine

41. h"ps://partywirks.com/asset/asset/8379/Cinojs_cake_1.jpg?1308759255

42. h"ps://www.facebook.com/creamcitycakes

43. Experience
Differentiation
Service
Product
Commodity
Value
Source:
Andy
Budd
–
Clearlef
-­‐
Ignore
UX
at
Your
Peril

44. Product success is not about
being the first to market
anymore. It’s about delivering
the right experience at the
right time and evolving with
your customers.

45. 5
USER EXPERIENCE
IS
NOT NUMBER OF
FEATURES

46. SWEET SPOT
Everything I ever wanted
User Happiness
Easy to
use
Where’s the help manual?
Wish it did more
Doesn’t have the basics
I have no idea how to
use this
Number of Features
Source:
Andy
Budd
–
Clearlef
-­‐
Ignore
UX
at
Your
Peril

47. PRACTICE THE ART
OF SUBTRACTION
LESS IS MORE!

48. 6
USER EXPERIENCE
IS
COSTLY WHEN
IT’S TOO LATE

49. “You can use an eraser
on the drafting table or
a sledge hammer on the
construction site.”
- Frank Lloyd Wright

50. Hidden Costs
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51. 7
USER EXPERIENCE
IS
NOT A CHOICE

52. Age of the
User
2009 -
Empowered
Users/Buyers

53. THANKS!
@lordshales
@mke_ux
mkeux.com
mike.kornacki@mkeux.com
Linkedin.com/mkornacki