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design user experience mobile design mobile interaction design mobile user experience innovation experience convergence service converged services mobile technology telecommunications ux mobile interaction design handset usability ux_management ark conference service design ux_strategy leadership building teams management experience design collective strategy retail mobile experience uxaustralia2011 mobile ux design frameworks uxaustralia mobile service design continuous experience ozia ozia2010 team development ux management team building mobile innovation mobile interfaces future of mobile ozia09 ecosystem information architecture user thinking intelligence