Over the past two decades, there has been a massive shift in the impact technology has had on our everyday lives. And as technology continues to evolve, User Experience and Customer Experience professionals need to adapt to ensure their work remains relevant and effective.
Based on 30 years of experience researching and analyzing these topics, this September 2020 paper from Phase 5 looks to the future of the interface and discusses the implications for UX professionals and their work.
After a foundational comparison of early UX to modern UX, the paper then moves on to describe the "invisible and ubiquitous" tools and systems of the not-so-distant future. From there, it shifts to a discussion of mindset, recommending we consider a paradigm shift to properly assess and meet the needs of customers going forward. To conclude, readers are left with 7 important questions that will help adjust their ways of thinking and working.
In this time of rapid change and uncertainty, where businesses must constantly be prepared to redesign the way they interact with customers, this paper is a must-read for every UX and CX professional.