Jason Snook joins us to discuss designing ecosystems in the internet of things. User Experience has traditionally been focused on vetting the interfaces of singular systems to increase the effectiveness and enjoyability of that system. But in our increasingly connected environment, UX (and now CX) practitioners need to be focused on the interplay of multiple systems a user may touch over the course of a particular task or day. Adding complexity to this is how the Internet of Things will exponential increase the connectedness of these ecosystems. This talk will explore the market forces and design considerations in play as we develop customer ecosystems augmented by the Internet of Things, drawing together relevant theory with practical activities such as Journey Mapping and Field Studies
Jason Snook, PhD - Director, Customer Experience - CapTech Consulting
Jason has a PhD in Human-Computer Interaction from Virginia Tech. He heads up the Customer Experience (CX) Practice Area at CapTech Consulting, where he is a Director. A self-described "quant," he believes that superior digital experiences hinge on solid research and data. He has over 15 years of UX/CX experience, helping companies design systems that are easier and more effective for customers and employees. Jason lives in Richmond, VA with his beautiful wife and wonderful daughter. In his “free time” he is the Missions Pastor at Commonwealth Chapel serving the poor and hurting in the city he loves.