Let's talk UX #2 with Jonathan Lovatt-Young, Principal Experience Strategist at Love Experience Let's Talk UX

Let's talk UX #2 with Jonathan Lovatt-Young, Founder and Principal Experience Strategist at Love Experience



TIMESTAMPS



00:08

• over 25 years of experience in digital

• built and designed websites before people had specific roles

• mostly worked at agencies like Tribal, Accenture, some client roles

• wrote a book on service design and participation



02:37

• wrote a book on service design and participation

• how groups construct a service that generates participation

• practical guide/playbook based on his experience



10:40

• addiction to quick wins

• mental health in the workplace, constantly under the cosh

• how designers can influence the culture and the environment



12:57

• good vs. bad examples of culture

• service towers work well on their own

• creating wellbeing, driving engagement, enabling co-creation



24:26

• age of digital, age of responsibility, age of automation

• post-traumatic stress disorder (PTSD) in the workplace

• responsible use of digital, macOS Catalina



30:30

• bottom-up change towards age of responsibility, CSR initiatives

• revenue opportunities, shareholder and employee responsibilities

• social, physical, creative activities promote wellbeing

• building communities that want to interface with brands



37:05

• dealing with dark patterns in the age of responsibility

• customer experience index (CXI), cross-selling and retention

• making the financial argument for good experiences



42:57

• UX designers and UX researchers benefit from business savvy

• convincing leadership with business cases

• evidence of commercial opportunities



52:52 (Q&A)

• How can a designer make an impact in a company which has a revenue-target sort of mindset?

• When is the mind site going live?

• What do you see as the future of branding in a world where service experience is becoming more and more important?

• Favorite resources?

• Parting words?



RESOURCES

• https://www.amazon.com/Oxytocin-Organisation-Playbook-Participatory-Experiences/dp/1686079494

• https://uxliveconference.com

• https://www.healthyminds.services/

• https://www.amazon.com/Pirate-Inside-Building-Challenger-Organization/dp/0470860820

• https://go.forrester.com/blogs/12-05-22-outside_in_the_power_of_putting_customers_at_the_center_of_your_business/

• https://www.amazon.com/High-Performance-Thinking-Skills-Complicated/dp/0955270006

• https://www.amazon.com/Webs-Influence-Psychology-Online-Persuasion/dp/0273772953



SOCIAL MEDIA



https://twitter.com/jlovattyoung