Resmini started off with an illustration of the change in users’ experience of traveling to Phoenix over the past 10 years, showing that it’s easier to organize and “save” the experience now, but still not optimal. “Do we have to play a tiresome game anytime we engage in complex experiences bridging different media?”
Resmini’s speculation on the same experience 10 years from now: lots of embedded info, digital tickets, in-air browsing & other futuristic stuff. Question: Who designs this and how?
“Cyberspace is not a place you go to but rather a layer tightly integrated into the world around us.” We call this “ubiquitous ecologies”: different products, services and things that move around all around us. “Everything is connected.”
How do we design for this? “We need to design for the process, not the object.” Physical, digital, augmented, paper – all need to be woven into a single experience.
Interface becomes Experience: we design cross-media experiences: “that’s the challenge that’s awaiting information architecture.”
How do we do this? They’ve developed a five-part “heuristic” consisting of: place-making, consistency, resilience, reduction and correlation.
- Place-making example: Facebook has provided a social “square” where people can congregate. Space & place & time are tightly correlated in this model.
- Illustration of the library from “The Name of the Rose.” “This is a mind labyrinth; it’s a mnemonic tool for people to spell out places.”
- Consistency: the ability to provide and sustain internal external, in-context, on-task coherence. But that coherence “is not a given; it’s very much in-context.”
- Resilience: the… ability to shape and adapt to the needs [of the users]. Example: Twitter.
- Reduction: to reduce the cognitive load and frustration. Example: electronic scale in supermarket.
- Correlation: to suggest relevant connections between pieces of information, services, users and goods.
IA needs to attend to “not a single touchpoint, but the whole process.”
Rosati is putting their theory to the test with an attempt to redesign the experience of the hospital. Illustration of all of the touchpoints and different environments or media involved, mapped against the 5 parts of the heuristic.
Case Study: The actual paper trail that doctors have to follow “is insane.” They started by analyzing the experience of entering the emergency room at the hospital.
2nd Study: Of the personal transport system in the second largest city in Sweden. “We need to take it all the way down to the real-time displays in the street.”
3rd Study: University library – integrated the physical space and the website.
Conclusion: “I think there’s more questions than answers right now.”
Pervasive IA Book: http://pervasiveia.com
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