What is experience design? It’s hard to say. There are many different definitions and ideas of what experience design is and consists of, especially when experience design is looked at in various industries. Earlier this year, I was drawn to an agency called Clockwork, many of whose viewpoints I value. Clockwork refers to quality experience design as every single interaction being well considered; moreover, everything has to be coordinated and strategically implemented to be consistent. Every single interaction within a space must be evaluated and considered. I believe an approach like this leads us to create better experiences. When we consider all people, all possible use cases and every touchpoint we go far beyond “good enough.” When we do these things, we provide quality experiences that can seamlessly evolve just as we humans do.
I speak quite a bit about immersive experiences. Quite honestly, the creativity and passion that projects like this exude have always captured me and pulled at my heartstrings. I legit get goosebumps when I step into places like Meow Wolf and when I talk with experts on how spaces like SUMMIT One Vanderbilt came to life. But the experience design that goes into creating office spaces, coworking spaces, huddle rooms and many other unique spaces is also an artform. These spaces are built to drive communication, collaboration and innovation. They must embody fresh inspiration and incorporate technology that helps reach end goals, as opposed to hindering the process of goal achievement.
Can You Hear Me Now?
Saying “You’re on mute” is the modern-day equivalent of asking “Can you hear me now?” All of us saw videoconferencing explode during the pandemic, when the entire world was looking for a way to communicate with work colleagues, family members and teachers while remaining safe at home. The transition was overwhelming, but, finally, all my friends and family members seemed to understand what it is that I do for a living. And, at least at the beginning, everyone needed assistance with their Zoom calls.
Our industry has so much cool technology these days, but it’s a safe bet that the essential needs of virtual communication will very much continue to be a big focus. After all, in our business, we’re constantly looking to harness new ways of doing things. How are we designing for the future? We must now consider implementing hybrid strategies in parallel with strategies for real-time use in the actual space. We even must design in the metaverse — a major part of several panel discussions at InfoComm ’22.
There are critical questions to consider: How do we design for the virtual space if everyone’s environment on the other side of the video is different? A good place to start is with the “A” in AV — namely, audio.
I shared a panel with Rebecca Sullins, senior design engineer with ProMedia Audio Video, on how to design for livestreaming. We chose to home in on what is lost, from an audio perspective, when you lose the acoustics inherent in a physical room. As an engineer, I was always trained to consider all the added factors of the space. I was trained, for example, to ask questions like this: Is there carpet? Are there high ceilings? How does the room sound when it’s empty? How does it sound when it’s full? Now, we must consider not only how a room sounds while we are in the physical space but also how things sound for those on the other side, occupying their own physical space.
And this is an artform. It’s not as bright and shiny as a large video display or some cool projection-mapping deployment. But it’s certainly cool to nail an experience the first time when we consider every single interaction. It’s cool to curate spaces for people and teams to create in. So, if you don’t know where to start, then start with the audio. That will build a solid foundation in the communication thread.
Cameras On!
Does having your camera turned on during a meeting mean that you’ll be more engaged? I’d like to think so. You might still be looking at your phone a time or two, or you might have to tell the dog to be quiet. But having the camera on can make a difference, and, to some, it’s perceived as a sign of respect. Over the past two years, there have been so many pieces written on videoconferencing etiquette. Nevertheless, in the end, everyone is going to do what’s best for them at the time when they’re on the call. That’s especially true if people are on the go or at home with a handful of other factors beyond their control.
The technology that has been produced within the last three years helps us to create and communicate more effectively regardless of where we choose to work or learn. Companies like Logitech, WyreStorm, Jabra and many others are providing solutions that help people come to an important realization: Videoconferencing doesn’t have to be difficult. It can be just as flexible as our schedules are.
These days, you can communicate on the go, from the office or at home, all with pretty much the same quality level. We, as an industry, must continue to pay attention to the consumer market so that we can design commercial spaces with the same feel and ease of use that people have grown used to in their individual spaces and their personal lives.
Closing Thoughts
This year, during my InfoComm ’22 experience, I perceived a difference between the North and West Halls. It was the vibe. The West Hall may not have been as glamorous as the North Hall was, but I believe that’s a perception we must change within our industry. Videoconferencing is, in itself, an artform. Designing innovative, new spaces is exciting, and it’s exciting to enable better communication. This whole industry can be exciting!
So, let’s design each experience with passion and enthusiasm, and let’s consider the possibilities that lie beyond “good enough.” Let’s always be more than “good enough.”
