2. LEARNING OBJECTIVES
1. Define cross channel UX and distinguish it
from multi-channel UX
2. Define pervasive information architecture
3. Explain principles (heuristics) for pervasive
information architecture
4. Apply the principles of pervasive
information architecture to outline a cross
channel user experience

3. Today every artifact (product, building,
place etc.) is more and more part of an
ecosystem.
A lot of tasks we perform every day, to
be made, requires in fact a transit across
multiple devices and environments, often
spanning the physical and digital
domain.
http://pervasiveia.com/blog/from-product-to-ecosystem

4. http://www.slideshare.net/resmini/pervasive-ia-ia-summit

5. A pervasive information
architecture is the information
layer that enables and connects
all channels participating in a
ubiquitous ecology.
A ubiquitous ecology is the whole
ecosystem, comprising devices,
users, information, touchpoints.
http://andrearesmini.com/blog/what-is-cross-channel

6. Multi-channel
Cross-channe
VS.

7. Cross-channel is not about technology,
or marketing, nor it is limited to media-
related experiences: it's a systemic
change in the way we experience
reality.
The more the physical and the digital
become intertwined, the more
designing successful cross-channel
user experiences becomes crucial.
http://andrearesmini.com/blog/what-is-cross-channel

9. Where we place the walls, how we
shape the connections from one room to
another and how much light we let into
is much more important to me than what
style the table should be. In the context
of services, I believe this is the role of
information architecture, and I think it's
foundational.
http://andrearesmini.com/blog/what-is-cross-channel

10. What does that mean for the designer?
Plain and simple, the necessity of
embracing a holistic vision: to design not
with the single artifact in focus, but with
the ecosystem itself, the interconnected
set of environments and services.
http://pervasiveia.com/blog/from-product-to-ecosystem

11. http://pervasiveia.com/blog/from-product-to-ecosystem
The concepts of flow and storytelling, conceived as enablers of
such experiential continuity between related domains, become
crucial in this perspective.
The notion of wayfinding itself becomes wider: from a simpler
signage system to a global set of strategies ensuring that
recognizable patterns are in place for seamless journeying
from one point to another of an ecosystem.
Wayfinding helps transform cross-channel space into place,
building that sense of place without which no meaningful
experience is possible. Boundaries, interstices, connections,
become decisive key points that structure the user
experience.

12. CROSS-CHANNEL UX HEURISTICS
• Place-
making
• Consistenc
y
• Resilience
• Reduction
• Correlation

13. CROSS-CHANNEL UX HEURISTICS
• Place-making
• Consistency
• Resilience
• Reduction
• Correlation
the capability of a
pervasive information
architecture model to
help users reduce
disorientation, build a
sense of place, and
increase legibility and
way-finding across
digital, physical, and
crosschannel
environments.

14. CROSS-CHANNEL UX HEURISTICS
• Place-
making
• Consistency
• Resilience
• Reduction
• Correlation
the capability of a pervasive
information architecture
model to suit the purposes,
the contexts, and the people
it is designed for (internal
consistency) and to maintain
the same logic along
different media,
environments, and times in
which it acts (external
consistency).

15. CROSS-CHANNEL UX HEURISTICS
• Place-
making
• Consistenc
y
• Resilience
• Reduction
• Correlation
—the capability of a
pervasive information
architecture model to
shape and adapt itself to
specific users, needs,
and seeking
strategies.

16. CROSS-CHANNEL UX HEURISTICS
• Place-
making
• Consistenc
y
• Resilience
• Reduction
• Correlation
the capability of a pervasive
information architecture
model to manage large
information sets and
minimize the stress and
frustration associated with
choosing from an ever-
growing set of information
sources, services, and
goods.

17. CROSS-CHANNEL UX HEURISTICS
• Place-
making
• Consistenc
y
• Resilience
• Reduction
• Correlation
—the capability of a
pervasive information
architecture model
to suggest relevant
connections among pieces
of information, services,
and
goods to help users
achieve explicit goals or
stimulate latent needs.

18. Media (channels)
• Print
• Store
• Website
• Email
• App
Provide
guidelines for
designing a
cross-channel
UX for this
client.
SUPERMARKET – “ARROW”