[Music] making technology better because I know
making technology better because I know
making technology better because I know that only when technology gives us good
that only when technology gives us good
that only when technology gives us good experiences does it in rich our lives so
experiences does it in rich our lives so
experiences does it in rich our lives so I spend most of my time creating new
I spend most of my time creating new
I spend most of my time creating new products or making big changes to make
products or making big changes to make
products or making big changes to make technology better but recently I’ve been
technology better but recently I’ve been
technology better but recently I’ve been thinking a lot about small changes well
thinking a lot about small changes well
thinking a lot about small changes well crafted small changes but so subtle that
crafted small changes but so subtle that
crafted small changes but so subtle that people don’t even notice them and yet
people don’t even notice them and yet
people don’t even notice them and yet those small changes eliminate bad
those small changes eliminate bad
those small changes eliminate bad experiences and in that way they are
experiences and in that way they are
experiences and in that way they are also making things better now when big
also making things better now when big
also making things better now when big things change in technology they get a
things change in technology they get a
things change in technology they get a lot of attention but when small things
lot of attention but when small things
lot of attention but when small things eliminate bad experiences they go pretty
eliminate bad experiences they go pretty
eliminate bad experiences they go pretty much unseen which is really kind of
much unseen which is really kind of
much unseen which is really kind of funny when you think about it because
funny when you think about it because
funny when you think about it because most of our bad experiences they’re
most of our bad experiences they’re
most of our bad experiences they’re caused by small things let’s say you’re
caused by small things let’s say you’re
caused by small things let’s say you’re walking into a store and you grab the
walking into a store and you grab the
walking into a store and you grab the handle and you pull only to discover
handle and you pull only to discover
handle and you pull only to discover even though it has a handle it’s not a
even though it has a handle it’s not a
even though it has a handle it’s not a pull door it’s a push door
pull door it’s a push door
pull door it’s a push door I see some of you experienced that
I see some of you experienced that
I see some of you experienced that well when I see a door like that I think
well when I see a door like that I think
well when I see a door like that I think that’s a small thing that should have
that’s a small thing that should have
that’s a small thing that should have been easy to fix so let’s say you’re
been easy to fix so let’s say you’re
been easy to fix so let’s say you’re going to an online store and you see a
going to an online store and you see a
going to an online store and you see a toaster that you’re really interested in
toaster that you’re really interested in
toaster that you’re really interested in but the website makes you put that
but the website makes you put that
but the website makes you put that toaster into your cart before they tell
toaster into your cart before they tell
toaster into your cart before they tell you the price I’m suspicious did they
you the price I’m suspicious did they
you the price I’m suspicious did they just raise the price of that toaster
just raise the price of that toaster
just raise the price of that toaster because now they know I’m interested to
because now they know I’m interested to
because now they know I’m interested to me that’s a bad experience and we all
me that’s a bad experience and we all
me that’s a bad experience and we all have bad experiences the things we
have bad experiences the things we
have bad experiences the things we interact with a rife with them it could
interact with a rife with them it could
interact with a rife with them it could be the app on your phone it could be
be the app on your phone it could be
be the app on your phone it could be dealing with customer support or maybe
dealing with customer support or maybe
dealing with customer support or maybe it’s filling out a form then we’ve all
it’s filling out a form then we’ve all
it’s filling out a form then we’ve all purchased products that waste our time
purchased products that waste our time
purchased products that waste our time or don’t meet our needs the difference
or don’t meet our needs the difference
or don’t meet our needs the difference it’s actually my job to make those
it’s actually my job to make those
it’s actually my job to make those things better my job is user experience
things better my job is user experience
things better my job is user experience and user experience is a combination of
and user experience is a combination of
and user experience is a combination of science engineering and art what user
science engineering and art what user
science engineering and art what user experience people do is we study people
experience people do is we study people
experience people do is we study people until we fully understand them how do
until we fully understand them how do
until we fully understand them how do they see here remember make decisions do
they see here remember make decisions do
they see here remember make decisions do their jobs and hundreds of other things
their jobs and hundreds of other things
their jobs and hundreds of other things about how and why they do the things
about how and why they do the things
about how and why they do the things they do then we use that information to
they do then we use that information to
they do then we use that information to design and build products specifically
design and build products specifically
design and build products specifically to meet the needs skills and limitations
to meet the needs skills and limitations
to meet the needs skills and limitations of those people you may not know it but
of those people you may not know it but
of those people you may not know it but there are probably user experience
there are probably user experience
there are probably user experience people like me behind your best
people like me behind your best
people like me behind your best experiences if we do our jobs right
experiences if we do our jobs right
experiences if we do our jobs right we’re invisible now I have been very
we’re invisible now I have been very
we’re invisible now I have been very very lucky in my career I have run teams
very lucky in my career I have run teams
very lucky in my career I have run teams for several of the world’s largest
for several of the world’s largest
for several of the world’s largest technology companies and because of that
technology companies and because of that
technology companies and because of that my teams and I have designed hundreds of
my teams and I have designed hundreds of
my teams and I have designed hundreds of products that are used by hundreds of
products that are used by hundreds of
products that are used by hundreds of millions of
millions of
millions of people including all of you have you
people including all of you have you
people including all of you have you ever used a mobile phone a PC and ATM
ever used a mobile phone a PC and ATM
ever used a mobile phone a PC and ATM benefited from having electronic health
benefited from having electronic health
benefited from having electronic health records or use the web browser chances
records or use the web browser chances
records or use the web browser chances are my teams and I have made things
are my teams and I have made things
are my teams and I have made things better for you now you notice when we
better for you now you notice when we
better for you now you notice when we give you new things because we’re
give you new things because we’re
give you new things because we’re enabling you to do things you could
enabling you to do things you could
enabling you to do things you could never do before but we’ve also put a lot
never do before but we’ve also put a lot
never do before but we’ve also put a lot of effort into small things that make
of effort into small things that make
of effort into small things that make big differences here’s a story of one
big differences here’s a story of one
big differences here’s a story of one change that made a big difference to me
change that made a big difference to me
change that made a big difference to me when I was just a kid I was raised by my
when I was just a kid I was raised by my
when I was just a kid I was raised by my grandparents until I was 18 years old
grandparents until I was 18 years old
grandparents until I was 18 years old and my grandfather was deaf when I was
and my grandfather was deaf when I was
and my grandfather was deaf when I was seven I realized he never joined us to
seven I realized he never joined us to
seven I realized he never joined us to watch television because he couldn’t
watch television because he couldn’t
watch television because he couldn’t hear what was going on and I think that
hear what was going on and I think that
hear what was going on and I think that that was the first time I wanted to make
that was the first time I wanted to make
that was the first time I wanted to make technology better now there was no
technology better now there was no
technology better now there was no television that could be made loud
television that could be made loud
television that could be made loud enough for him to hear so my grandfather
enough for him to hear so my grandfather
enough for him to hear so my grandfather and I took the television apart and we
and I took the television apart and we
and I took the television apart and we figured out how to splice the audio so
figured out how to splice the audio so
figured out how to splice the audio so that we could create for him his own
that we could create for him his own
that we could create for him his own volume control and it connected to his
volume control and it connected to his
volume control and it connected to his hearing aid without changing the volume
hearing aid without changing the volume
hearing aid without changing the volume in the rest of the room and that one
in the rest of the room and that one
in the rest of the room and that one change completely changed our family
change completely changed our family
change completely changed our family dynamics because for the first time he
dynamics because for the first time he
dynamics because for the first time he could join us and we could watch
could join us and we could watch
could join us and we could watch television as a family inspired by that
television as a family inspired by that
television as a family inspired by that we also improved the phone
we also improved the phone
we also improved the phone twice when I was growing up the phone
twice when I was growing up the phone
twice when I was growing up the phone company sent repair people to our house
company sent repair people to our house
company sent repair people to our house back then 18c owned the wires the boxes
back then 18c owned the wires the boxes
back then 18c owned the wires the boxes they even owned the phone in your house
they even owned the phone in your house
they even owned the phone in your house and they’re monitoring had detected that
and they’re monitoring had detected that
and they’re monitoring had detected that something was wrong with the phone they
something was wrong with the phone they
something was wrong with the phone they caught us we had modified the phone we
caught us we had modified the phone we
caught us we had modified the phone we modify that phone so that the volume
modify that phone so that the volume
modify that phone so that the volume went higher way higher than it was ever
went higher way higher than it was ever
went higher way higher than it was ever designed to do so I told him there’s
designed to do so I told him there’s
designed to do so I told him there’s nothing wrong we simply made your phone
nothing wrong we simply made your phone
nothing wrong we simply made your phone better they did not appreciate that at
better they did not appreciate that at
better they did not appreciate that at all 15 years later I worked for AT&T and
all 15 years later I worked for AT&T and
all 15 years later I worked for AT&T and I started their team focused on
I started their team focused on
I started their team focused on designing for people with disabilities
designing for people with disabilities
designing for people with disabilities and for years we made hundreds of little
and for years we made hundreds of little
and for years we made hundreds of little changes to a tee tees products that
changes to a tee tees products that
changes to a tee tees products that able-bodied people never even noticed
able-bodied people never even noticed
able-bodied people never even noticed but those changes allowed people with
but those changes allowed people with
but those changes allowed people with hearing vision and mobility impairments
hearing vision and mobility impairments
hearing vision and mobility impairments to buy and use the same products that
to buy and use the same products that
to buy and use the same products that able-bodied people bought and because of
able-bodied people bought and because of
able-bodied people bought and because of that they could hold better jobs and
that they could hold better jobs and
that they could hold better jobs and they could also hear their loved ones
they could also hear their loved ones
they could also hear their loved ones voices so you see that one modification
voices so you see that one modification
voices so you see that one modification that we made to my grandfather’s phone
that we made to my grandfather’s phone
that we made to my grandfather’s phone led in time to making things better for
led in time to making things better for
led in time to making things better for millions of people and that’s how user
millions of people and that’s how user
millions of people and that’s how user experience works now I don’t want you
experience works now I don’t want you
experience works now I don’t want you get the wrong idea working on the latest
get the wrong idea working on the latest
get the wrong idea working on the latest technology and making new products is
technology and making new products is
technology and making new products is very very cool but when you think about
very very cool but when you think about
very very cool but when you think about the power of a small change to make a
the power of a small change to make a
the power of a small change to make a big difference and no one noticing
big difference and no one noticing
big difference and no one noticing that’s even more impressive so I’m going
that’s even more impressive so I’m going
that’s even more impressive so I’m going to share with you a couple of things
to share with you a couple of things
to share with you a couple of things that user experience people do that I
that user experience people do that I
that user experience people do that I bet you’ve never thought about so
bet you’ve never thought about so
bet you’ve never thought about so there’s a watch company who builds its
there’s a watch company who builds its
there’s a watch company who builds its online catalog and organizes its
online catalog and organizes its
online catalog and organizes its products by their model number
products by their model number
products by their model number yeah so a user experience person comes
yeah so a user experience person comes
yeah so a user experience person comes along and says I’m going to reorganize
along and says I’m going to reorganize
along and says I’m going to reorganize that the way you would organize it and
that the way you would organize it and
that the way you would organize it and suddenly that companies start selling a
suddenly that companies start selling a
suddenly that companies start selling a lot more watches and it’s all because
lot more watches and it’s all because
lot more watches and it’s all because you could finally find what you were
you could finally find what you were
you could finally find what you were looking for where you thought it should
looking for where you thought it should
looking for where you thought it should be and the effort was nothing it seems
be and the effort was nothing it seems
be and the effort was nothing it seems natural to you so you never think
natural to you so you never think
natural to you so you never think somebody had a design that instead of
somebody had a design that instead of
somebody had a design that instead of printing things in all capital letters
printing things in all capital letters
printing things in all capital letters user experience people make sure that
user experience people make sure that
user experience people make sure that the things that you read are in mixed
the things that you read are in mixed
the things that you read are in mixed case letters and you will read faster
case letters and you will read faster
case letters and you will read faster without even knowing that you are when a
without even knowing that you are when a
without even knowing that you are when a system is busy it can look like that or
system is busy it can look like that or
system is busy it can look like that or we can put in a phrase and thank you and
we can put in a phrase and thank you and
we can put in a phrase and thank you and you will prefer this interaction but
you will prefer this interaction but
you will prefer this interaction but what you may not know is if that’s the
what you may not know is if that’s the
what you may not know is if that’s the only change we make in a whole product
only change we make in a whole product
only change we make in a whole product your ratings of the whole product will
your ratings of the whole product will
your ratings of the whole product will go up and you won’t be able to tell us
go up and you won’t be able to tell us
go up and you won’t be able to tell us why you like it more
politeness counts now there are
politeness counts now there are literally hundreds of things like that
literally hundreds of things like that
literally hundreds of things like that that user experience people do all the
that user experience people do all the
that user experience people do all the time to make things better but my
time to make things better but my
time to make things better but my personal favorite is that we design
personal favorite is that we design
personal favorite is that we design things to save you time because time is
things to save you time because time is
things to save you time because time is human potential and it can be wasted on
human potential and it can be wasted on
human potential and it can be wasted on bad experiences or it can be put to good
bad experiences or it can be put to good
bad experiences or it can be put to good use let me show you my team and I worked
use let me show you my team and I worked
use let me show you my team and I worked on a Windows operating system feature
on a Windows operating system feature
on a Windows operating system feature and we designed it so that in most cases
and we designed it so that in most cases
and we designed it so that in most cases you did not need to sign in and because
you did not need to sign in and because
you did not need to sign in and because we saved you that task we saved you 30
we saved you that task we saved you 30
we saved you that task we saved you 30 seconds yeah okay I get it 30 seconds is
seconds yeah okay I get it 30 seconds is
seconds yeah okay I get it 30 seconds is not a lot of time it’s not very
not a lot of time it’s not very
not a lot of time it’s not very impressive but if you consider that
impressive but if you consider that
impressive but if you consider that conservatively you would have had to
conservatively you would have had to
conservatively you would have had to sign in 10 times a month haha yes then
sign in 10 times a month haha yes then
sign in 10 times a month haha yes then over one month we’ve given you a whole
over one month we’ve given you a whole
over one month we’ve given you a whole five minutes no still not impressive for
five minutes no still not impressive for
five minutes no still not impressive for you as individuals is it but here’s the
you as individuals is it but here’s the
you as individuals is it but here’s the thing consider this collectively and
thing consider this collectively and
thing consider this collectively and globally that’s when it’s important
globally that’s when it’s important
globally that’s when it’s important because you see in that month there were
because you see in that month there were
because you see in that month there were 200 million users of that operating
200 million users of that operating
200 million users of that operating system feature not just you and because
system feature not just you and because
system feature not just you and because of that our 32nd savings it didn’t save
of that our 32nd savings it didn’t save
of that our 32nd savings it didn’t save five minutes it saved a billion minutes
five minutes it saved a billion minutes
five minutes it saved a billion minutes now billion that’s kind of hard to get
now billion that’s kind of hard to get
now billion that’s kind of hard to get your head around right think of it as 16
your head around right think of it as 16
your head around right think of it as 16 million 666666 hours or an impressive
million 666666 hours or an impressive
million 666666 hours or an impressive 1903 years of human potential saved
1903 years of human potential saved
1903 years of human potential saved every month because of one thirty-second
every month because of one thirty-second
every month because of one thirty-second change think about that that’s time that
change think about that that’s time that
change think about that that’s time that would have been wasted on a bad
would have been wasted on a bad
would have been wasted on a bad experience or put to better use like
experience or put to better use like
experience or put to better use like the next 1903 years watching TED talks
but seriously I’ve been talking about
but seriously I’ve been talking about one change to one product but if you
one change to one product but if you
one change to one product but if you think of all the user experience people
think of all the user experience people
think of all the user experience people making all these changes to eliminate
making all these changes to eliminate
making all these changes to eliminate all the bad experiences from all the
all the bad experiences from all the
all the bad experiences from all the things that you interact with and we
things that you interact with and we
things that you interact with and we haven’t just made changes to save you
haven’t just made changes to save you
haven’t just made changes to save you five minutes the changes didn’t even
five minutes the changes didn’t even
five minutes the changes didn’t even just give you the time you spent here
just give you the time you spent here
just give you the time you spent here today those changes have given you days
today those changes have given you days
today those changes have given you days and days of your time so what are you
and days of your time so what are you
and days of your time so what are you going to do with all that time
[Music]
[Music] you
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