“Ask five people about their perfect experience and there’s a good chance you’ll get four or five different answers,” says Fairbanks. “As technologists, we need to constantly evolve our approach to fulfil the unexpressed wants and needs of our clients and guests.
This means doing more user-based research to see what people expect.
“We need to make the experience as easy and intuitive as possible for a layperson. All too often technologists think an eight-step process is simple because that’s how they are wired. But nothing could be further from the truth. Moreover, companies constantly position their product as the cure-all for your end user needs. In reality there’s no magic bullet, no off-the-shelf solution. Your users are not my users. So the perfect user experience must be specifically tailored to its audience.”
Fairbanks’s presentation outline[s] the strategy, process and metrics behind building a comprehensive user experience ecosystem, helping audience members to navigate the commoditisation of unified communication solutions and
tying together user data with knowledge and action. He then [takes] the plunge and dive[s] into the AV/IT ecosystem to forecast the next-level of AV/IT for user-focused solutions.
‘AV Magazine Presents: The Convergence of IT/AV – the Perfect End User Experience’ takes place today at 13:00 in the CEDIA Smart Building Solutions Theatre.
You can read the full interview in the ISE Daily Executive Issue, available next month.