Karl Smith has over twenty years experience in user centred design based on academic studies in design and computing and experience of product design, process design, information architecture, usability and user experience. He has worked in creative agencies, consultancies and client side across most major sectors including Public, Tourism, FMCG, Defence, Education, Energy, Publishing, Retail and in recent years he has focused on Banking, Financial services and Wealth Management. Recent clients include Tesco Bank, RBS, Deutsche Bank, GE Money, Skandia and the Bank of Moscow working on diverse project streams including on boarding, self servicing, security, trading and research systems, back office risk and finance systems, executive and regulatory systems delivered in software, application and responsive web formats.
He is an active member of many communities of practice including the, ACM, UXPA, BCS, Scrum Alliance and has been honoured by the British Computer Society for his eminence and significant contribution to the fields of UCD and User Experience with a Fellowship.
Philosophy of UX
Overview of UX
The UX Process (Part 1)
Every dollar spent on UX brings in between $2 and $100 dollars in return.
This is gained by spending on UX not making things look pretty, it's not graphics its making the product, service or information system meet the business KPI's and the customers expectations, desires and needs.
Forrester Research finds that “implementing a focus on customers’ experience increases their willingness to pay by 14.4 %, reduces their reluctance to switch brands by 15.8 %, and boosts their likelihood to recommend your product by 16.6 %”.
Making things for Users/Customers makes the business relationship are real one rather than just some marketing hype.
How do you design the experience?
You can design a framework or architecture but the experience is in someone's mind and in their emotions.
UX research or UX analysis all make lots of sense but UX design does not, but the real point here is the breaking of the UX process in to sections. The practice of breaking the process is clearly done by people who don’t understand it.
I keep meeting UX researchers who are excited that I am recruiting UX people, but to me not being able to do the full process creates too many limitations on them as viable UX people. Apart from the obvious inability to pass critical information at role breaks, why should my clients pay for limited people when one competent UX person can cover the whole process?
Doing UX facilitation and research is the fun part and everyone wants to do it, analysis is quite complex if it happens at all, but converting the concepts from the analysis into features and behaviour is the critical component. Defining the interactive framework and delivering it through wireframes or interactive modeling is an architectural activity as it relates to creating multiple routes that enable different kinds of users to acquire information, products or services.
Essentially you cannot design an experience you can only open access points to having an experience.
Experience is personal to the user, so UX Designers do not exist.