what is a future state experience lab?
i created this multi-step process to enable all stakeholders to envision the target state ecosystem. in this way, teams are able to effectively plan, design, validate and implement great experience outcomes. designing into the future in an orchestrated, holistic, cross-functional effort. in this way, insights are able to be effectively actioned and brought into the real world. this methodology makes teams more successful during implementation and delivery.
product-driven companies sometimes struggle with experience design innovation. internal resources may focus on delivering products, while experience and service design, far less tangible, are not always intentionally designed. teams face competing missions and priorities, cross functional projects can lose momentum if the process is not effectively managed.
to help teams navigate to the future state, even before the hardware technology and capabilities arrive, i saw a need to create a framework for envisioning the future and the ability to meet users evolving (future) expectations with new product deliveries. outcome driven innovation.
a compelling story for change
where are is the friction
technology innovation brings with it change management and new experiences to design. xlab starts with a compelling story for change. insights based on user needs and evolving expectations, new technology, a new product implementation, behavior changes, friction for customers or employees, an organizational challenge, a reason to operate differently in the future. create beautiful visualizations to motivate and inspire teams.
step 1: bring teams together and share the story.
peer to peer support
cross functional alignment
change is hard for organizations and customers. create a framework within the organization for cross-functional peer to peer support to manage through the process. use stakeholder mapping, set clear expectations, create shared goals, expected outcomes. create visualizations, map the ecosystem to understand upstream and downstream impacts, co-design and set realistic milestones and timelines.
step 2: create a framework for the project.
envision future state
direct observation workshops
hold a series of workshops. cross functional teams explore the functionality in a myriad of contexts. create imagined future journeys validated by product and delivery teams. run journeys through happy and dark paths with cross functional teams. through direct observation and extreme user research expose gaps. iterate.
step 3: predict user confusion and frustration to pre-solve prior to launch by testing.
pain relievers and gain accelerators
once you understand future pain points, co-design solutions. work with content teams test instructions, messaging, and to take your customers on a seamless journey from initial trial to habituation. workshop with messaging in place to make sure users are able find help in real time, rather than front-loaded.
step 4: pain relievers and gain accelerators to refine. test and iterate for a seamless experience and good outcomes.
co-create and collaborate
ideas become more powerful when built upon by others
jobs to be done framework
extreme user research
business model canvas
ux for a.i.
stealth ai project, smart website for an online library of digital content, show c-level executives what is available and provide visual of books, ability to create custom book lists, personal library, wish lists, save for later, history, favorite books, authors, subjects.
key features: infinite scroll, single call to action, search by title, author, subject, isbn. conversational tone, browsing feature, sliding tools follow browse, binary fiction/nonfiction multiple categories, preferences, history, and exclusions to aid search optimization.
translucent book information window animates over homepage on book click, book details, another click takes you to ebook or synopsis, sliding toolbar stays with you to jump to search, settings, or book lists.
clear call to action
cover art remains as you read details and synopsis of books for constant visual reference. call to action is clear, and draws attention.
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