My kids got a new game console for Christmas. They also got their first lesson in the importance of service design. This presentation was about their first 36 hours of (non) gaming on their shiny new toy.

1. The bits are a hit
The experience is shit
Rob Scherer | UX Lead | SEEK @uxRob

3. LOAD "*",8,1

14. Downloading system update
0 MB / 1263 MB
0%

16. Create an account

17. …or sign in to continue

18. …or sign in to continue
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22. Signed in, ready to play!!!

23. Where’s the game?

24. Downloading
0%

25. Downloading
1%

27. Downloading
17%

29. Downloading
22%

30. Downloading
27%

31. Downloading
36%

33. Energy Saving
Shut down after 1 hour of inactivity
Shut down after 3 hours of inactivity
Don’t automatically shut down
✔

34. Energy Saving
Shut down after 1 hour of inactivity
Shut down after 3 hours of inactivity
Don’t automatically shut down✔

35. Downloading
94%

37. Easy fixes
Simple sign in
Pre install the bundled game (or include the Blu-ray)
✔
✔

38. But does it matter?
Hardware is powerful
Games are beautiful
✔
✔
Multi player✔
Long life✔

39. 10 PRINT "THANK YOU!"
20 GOTO 10
RUN
Rob Scherer | UX Lead | SEEK @uxRob