Why We Fail: Learning from Experience Design Failures

Please join PhillyCHI as we present Victor Lombardi who will discuss what we can learn from experience design failures.


About the Presentation

Why We Fail: Learning from Experience Design Failures
Victor Lombardi, author of the book Why We Fail, spent the past two years researching websites and consumer electronics that were successfully launched and hailed as great designs, but failed unexpectedly when people used them, such as Google Wave, Pownce, and Microsoft’s Zune. Victor found a set of distinct patterns of failure that we can use to identify the customer experience risk in our own products.

Victor will discuss:

  • The difference between design and the customers’ experience
  • Why understanding your customers’ experience is increasingly important
  • Case studies of well-designed products with undesirable experiences
  • Patterns of experience failure
  • How we can avoid customer experience failure in our own work

About the Presenter

Victor Lombardi is an award-winning product designer, contributing to over 40 Internet projects since 1994. His writing has appeared in several publications including Fast Company and Interactions on topics ranging from generating concepts for new products to website evolution over time. Since 1999 he has published his ideas on business, design, and the Internet on his website: noisebetweenstations.com.Victor earned a master’s degree in music technology from New York University and a bachelor’s degree in journalism from Rutgers University. He co-founded the Information Architecture Institute and the Overlap conference, and has taught design at the Parsons School of Design and the Pratt Institute. He lives in Montclair, NJ with his wife Ulrike and their two children, Anna and Thomas.

About our Sponsor: EPAM Empathy Lab

We have dedicated ourselves to understanding the unique needs and drivers of specific industries including Travel, Media, Finance, Retail and Software Technology — enabling us to conceive, design and create revolutionary solutions from TV-Everywhere to Loyalty, and from Online Banking to multi-tenant, global eCommerce.

We consider your entire spectrum of operations and customer touch-points, collaborate with your teams and partners, and then execute end-to-end from your store and contact center, through your web, mobile, social, devices and emerging channels.

Liberty Global, American Red Cross, Avon, COTY, Comcast, DirecTV, NBCU, Rogers Communications, Sony, AIG, Adidas and Sephora are among the hundreds of clients who rely on us for our deep understanding of business and digital strategy, our skill in usability and experience design, and our world-class product engineering capabilities and global delivery model.

EPAM Empathy Lab is an integrated practice within EPAM Systems with over 8100 digital strategy, user experience design, and IT professionals across the globe, serving clients from locations in the United States, Canada, UK, Switzerland, Germany, Sweden, Belarus, Hungary, Russia, Ukraine, Kazakhstan, and Poland.

About PhillyCHI

PhillyCHI is the Philadelphia region’s chapter of the ACM SIGCHI, an interdisciplinary academic and professional group interested in Human-Computer Interaction, User Experience, Usability, and other related disciplines. PhillyCHI holds monthly meetings and socials to network and discuss current topics in HCI. Learn more at phillychi.acm.org or follow along on Twitter at @PhillyCHI.