The latest episode in our Resilience Unravelled series has now been released, Resilience Unravelled – Virtual Solutions for the post COVID-19 world.
In this episode, Dr. Russell Thackeray talks to Bob Berry, a virtual operations and user experience expert based in Colorado Springs. Bob helps professionals and top businesses, including Google, Facebook, FedEx, Twitter, and Amazon, create exceptional online experiences that drive customer response and produce results. Something that is increasingly critical as COVID-19 forces the world economy online.
In this podcast Bob explains what is meant by user experience. It’s definition is broad and links psychology to technology. It addresses questions about what matters to people, who they are, what outcomes they are looking for and the things they are struggling with. It focuses on the decisions people make during a transaction and the choice within the experience. To make it work its essential to understand people, the thought processes they use and the emotions that drive them. Now the economic and business impact of COVID-19 means the online experience is even more important. Organisations need to create the right experiences but they also need to be cost effective.
There are many things to consider when moving online. The type of business and customer, how to use assets in new ways and peoples cognitive abilities and motivations. It’s important not to try to replicate old world work. The challenge will be for people who are not comfortable with technology. There will be a need to make technology easier to navigate. It might need someone in each organisation to deal with this. It won’t necessarily be older people who have problems. COVID-19 has seen them embrace technology. Generally though, technology needs to be more user friendly and enabling. More people will be relying on these things so its essential any challenges are removed.
Virtual reality is on the horizon but at the moment the interim stage of augmented reality is far closer. The LIDAR scanner in the new iPhones and iPads sense physical space around you. This will allow people to merge real experience with augmented situations or artificial simulations. Purchasing furniture and designing rooms is an obvious way of using this technology but it may also help with COVID-19 by showing our interactions in confined spaces.
People seem to have divided into two groups. Those embracing technology and those who are pushing it away. COVID-19 may be responsible for whats seen as the negative side of technology. Some people see losing jobs, being unable to reskill and a general social engineering problem. Others see a truly innovative time that’s being held back by infrastructure. We have the technology but can’t use it.
The role of technology in personal privacy is something that may need to be addressed. COVID-19 will need testing, tracing, tracking and vaccination systems in place. Technology will enable this. To make it work, people will need to give up more aspects of their personal privacy. Large commercial organisations already hold large amounts of information about us. Perhaps its time for us to take ownership and understand it’s importance and worth?
The growing distrust of the media has created negativity, fear and anxiety. This means content is even more important. Great technology needs great content. We can now access huge amounts of information but still have a lack of knowledge and truth. Conflicting perspectives, constantly changing ideas and experts with differing views are all available through technology. We need to think what we’re going to do about it and not be pulled in to the cult of personality and conspiracy theories.
Bob has some FREE courses, eBooks and templates on getting started on user experience available at http://itstheusers.com/resilience You’ll be able to find out how to create experiences that work for your business. If you want to go into a bit more detail, Bob will also provide a personalised consulting session to help you get started.
You can listen to the podcast in full and find out further information about Bob here. Our previous podcast episodes and upcoming guest list are also available and there is an option to sign-up to receive our podcast episodes on release.
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