The MX Outlook, 2011

Multichannel experiences will define the future of UX management

There’s a coming explosion of devices.

Customer expectations are being set.

49

New Computing Cycle Characteristics Reduce Usage Friction Via Better Processing Power + Improved User Interface + Smaller Form Factor + Lower Prices + Expanded Services = 10x More Devices

1MM+ Units

100MM+ Units

10B+ Units???

10MM+ Units

Car Electronics GPS, ABS, A/V

Mobile Video Home

Entertainment Games

MP3

Wireless Home Appliances

Cell phone/ PDA

Smartphone Kindle Tablet

Computing Growth Drivers Over Time, 1960-2020E

1B+ Units/ Users

1

10

100

1000

10,000

100,000

1,000,000

More than Just Phones

iPad

Note: PC installed base reached 100MM in 1993, cellphone/Internet users reached 1B in 2002/2005 respectively; Source: ITU, Mark Lipacis, Morgan Stanley Research.

Minicomputer

PC

Desktop Internet

Mobile Internet

Mainframe

1960 1970 1980 1990 2000 2010 2020

Dev

ices

/Use

rs (M

M in

Log

Sca

le)

There’s money it in.

Multichannel experiences will define the future of UX management

But you're probably not going to be leading the management of these multichannel experiences

You’re not good with the numbers

You haven’t managed a big budget

You don’t growthe business

why you won’t be leading:

SCREW THAT.

why you won’t be leading:

You’re not good with the numbers

You haven’t managed a big budget

You don’t growthe business

But you should

You’re not good with the numbers

You haven’t managed a big budget

You don’t grow the business

perception reality

You drive allthe numbers

Actually, you do

Multichannel experiences will define the future of UX management

But you're probably not going to be leading the management of these multichannel experiences

Unless you move UX from a cost center to an investment center.

So start today by writing your new job description.

1. I manage our investments across the customer experience

2. I maximize the business performance of our current experience

3. I identify the new experiences that help us grow

MX Job Description

1. I manage our investments across the customer experience

2. I maximize the business performance of our current experience

3. I identify the new experiences that help us grow

MX Job Description

Manage your own (psuedo) P&L.

1. I manage our investments across the customer experience

Build processes to continuously measure and maximize.

2. I maximize the business performance of our current experience

3. I identify the new experiences that help us grow

Make the future

3. I identify the new experiences that help us grow

Make the future

perf

orm

ance

time

3. I identify the new experiences that help us grow

Make the future

perf

orm

ance

time

1. I manage our investments across the customer experience

2. I maximize the business performance of our current experience

3. I identify the new experiences that help us grow

MX Job Description

The MX Outlook, 2011

Get out there and lead.

Get out there and lead.