UX Australia 2017 - According to Alicia

It's becoming more important to learn how to design for invisible UI, IoT and Living Services, enabled by the connectivity of everything.

If AI is the new UI, does this mean personality is the new UX? How do we design for this? Andy Polaine asks these questions in his talk on Design for Living Services. Andy explains that through our personal data, collected from devices we interact with, historical behavioral and third-party contextual data, machine learning has given us the ability to continuously learn about our needs, intents and preferences. With every trigger, a living service can orchestrate and present a unique experience that is tailored to the needs of the customer at that particular point in time.

So how do we design individualized experiences that are constantly adapting to each of our personal needs?

Andy shared a methodology to help design for these living services:

  • define why the product exists
  • create a rule book on the governing principles of the service
  • know what triggers cause the service to be initiated
  • understand the micro-moments that make up a living service. Know how they work with triggers in order to move away from expectations and create delight and surprise
  • use data to create atomized profiles. This means bringing all aspects of a user's life together in order to predict and find patterns that will help them. Know the user well enough to create a personalized experience

Also remember that humanizing services imply social contracts. Remember Microsoft’s AI chatbot as an example of why we can’t let algorithms dictate design.

Alicia Beverley

User Experience Designer