View from top of Yerbe Buena Gardens, San Francisco, March 2010.
Saturday PM: Sunshine!
I actually began to sweat under my blazer from the warm sun shining brightly through the window.
I had arrived in San Francisco a little early on Saturday, dropped my suitcase off at the Intercontinental Hotel, and walked around the corner to a sandwich shop for a bite to eat and to get online. As I draped my coat over the back of the chair, I decided I really like San Francisco. It’s the sun, I admit it. Oh, and I had already noted that the two billboards I noticed on the taxi from the airport were pure tech: one for an enterprise search system and another for PGP. Billboards talking to me? Amazing.
After settling in at the hotel, I had dinner with my old colleague Chris Burley and his girfriend at a nice Italian restaurant. Chris is awesome. I love talking with him because he has such passion for what he does, which currently is to help lead efforts like urban farming in the Bay area.
Sunday AM: 3 good things
The next morning I woke early due to the time zone difference, and I had three excellent experiences:
- In the aching fog of caffeine deprivation, had the best cup of coffee of my life, thanks to the Blue Bottle Café. (I admit, I ordered a second cup to go.)
- Paused in the Yerbe Buena Gardens where some elderly practiced tai chi and parents snapped photos as their little children hid behind a waterfall. I stood on a bridge and watched the morning sun ripple on the glass of San Francisco skyscrapers.
- Crashed a church service at a music venue called Mezzanine put on by a group that calls itself IKON. I was the oldest person there, amidst a crowd of art school students. We sang, we listened to a teaching from the Word, we had communion. It was good.
Sunday PM: MX day 1
Sunday afternoon saw the start of the 2010 MX Conference.
MX2010 is largely focused on managing user experience and less on the tactical end of UX practice, and there were some thought-provoking presentations from people who have been managing user experience for a number of years, in a number of different types of companies. Off the top of my head, presenters represented firms in financial industries (Vanguard), publishing (Harvard Business Review), retail sporting goods, and online media (Youtube).
The series of talks was fantastic, and was kicked off with a keynote by Jared Spool in which he shared insights like that Gallup’s Customer Engagement (CE11) metric has high correlation to the quality of user experience. Spool’s keynote actually turned out to predict some themes that carried throughout the many presentations. Among them were the importance of establishing a vision for user experience and that experience ultimately must be addressed well across multiple channels (web, mobile, physical space, etc.).
Spool talked about three core attributes necessary for great user experience: Vision, Feedback, and Culture. He posed three questions that UX managers should ask.
- VISION: Can everyone on the team describe the experience of using your design 5 years from now?
- FEEDBACK: In the last six weeks have you spent more than two hours watching someone use your design or a competitor’s design?
- CULTURE: In the last six weeks have you rewarded a team member for creating a major design failure?
After the conference reception, I wound down the evening by taking a walk around a few blocks and ending at a nearby bar. I ate a burger and watched the Academy Awards for a while. Back at the hotel I watched the end of a Clint Eastwood Western flick and fell asleep.
Monday AM+PM: MX day 2
I woke at 4 in the morning. I checked analytics, email, and my usual RSS feeds. I stretched, washed, dressed, and still had time to kill. I read a few chapters in The Shack, a book Adam gave me last week.
I chatted throughout the day with Haakon, a usability specialist attending from the design company Tarantell in Norway, and as he sipped his coffee, I decided to not mention my mere three hour time difference.
The rest of the day was another series of excellent presentations. Themes: customer (more than user) experience, vision that guides the business, new models for working in the network, UX leadership stories from Youtube, customer experience in renovation of thinking at Harvard Business Review Online, understanding the holistic customer, data-driven design decisions (and when not to rely on data for design decisions), experience design as business strategy, and operating as a chief experience officer in your company.
It was great to hear first-hand the stories from these user experience leaders. Now, for what to do with it all when returning to the office.
Tomorrow and then
Tomorrow morning I fly back to Michigan, and need to get my head back into product owner and user experience work. But I also need to hold onto the ideas from this conference, and shift into actively leading user (or is that customer) experience work at Covenant Eyes.
