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Living Design

Andy Polaine
October 24, 2017

Living Design

Presented at the Service Experience Conference 2017 #SXConf17

Andy Polaine

October 24, 2017
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  1. DESIGN FOR LIVING SERVICES
    SERVICE EXPERIENCE CONFERENCE 2017 – SFO
    ANDY POLAINE
    @APOLAINE
    LIVING DESIGN

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  2. WE’VE COME A LONG WAY
    WEB MOBILITY LIVING
    SERVICES
    1990s 2000s 2010s

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  3. TWO FORCES
    ARE ALLOWING US TO
    CREATE A NEW TYPE
    OF SERVICE

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  4. THE DIGITISATION OF EVERYTHING
    D A T A &
    A N A L Y T I C S
    U S E R
    I N T E R F A C E S
    T H E C L O U D C O N N E C T E D
    S E N S O R S
    N E T W O R K
    CONNECTIVITY
    C O N N E C T E D
    D E V I C E S

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  5. LIQUID EXPECTATIONS
    TRANSCENDING INDUSTRY
    BOUNDARIES

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  6. WHAT IS ‘LIVING’?
    ADAPTIVE AND HYPER TAILORED
    PROXIMATE AND INTIMATE
    ALL ABOUT US AND OUR LIVES

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  7. HOW WILL LIVING
    SERVICES CHANGE
    OUR LIVES?
    THEY WILL
    Automate low maintenance
    decisions and actions
    Learn and adapt
    to us: they get to know us
    Use the power of crowd data
    to make society smarter
    Take things off the thinking list

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  8. D E S I G N I N G T H E M I S L A R G E L Y
    U N E X P L O R E D T E R R I T O R Y
    H E R E ’ S O U R C U R R E N T T E M P L A T E

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  9. L I V I N G S E R V I C E S
    COMPOSITION
    1

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  10. A LIVING SERVICE
    COMPRISES:
    NORTH STAR RULE BOOK TRIGGERS MICRO-MOMENTS ATOMISED PROFILE

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  11. NORTH STAR
    THE CENTRAL REASON WHY YOUR
    SERVICE EXISTS

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  12. ESTABLISHING
    YOUR PROBLEM
    STATEMENT
    C O M P O S I N G A L I V I N G S E R V I C E
    D E F I N I N G Y O U R P U R P O S E
    AS A CUSTOMER,
    I W A N T T O …
    “…have control over all the
    functions of my home”
    “…connect my shopping to my
    health and wellness plan”

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  13. THE GOVERNING PRINCIPLES OF
    YOUR SERVICE
    RULE BOOK

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  14. DEFINE YOUR
    RULE BOOK
    How will your service capture
    existing and new information from
    your customer and their context?
    CAPTURE
    How will your service know when
    and how to respond to triggers in
    your customer’s life?
    DECIDE
    How must your service behave in
    order to continually learn and adapt
    its experiences?
    LEARN
    C O M P O S I N G A L I V I N G S E R V I C E

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  15. THE EVENTS CAUSING YOUR
    SERVICE TO BE INITIATED
    TRIGGERS

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  16. TRIGGERS
    CORRESPOND TO
    MICRO-MOMENTS
    SMOKING
    We will suggest local support sessions for quitting smoking that suit their
    schedule and use data from app that support quitting, and illustrate the
    a ects step by step with a health forecast on their complete medical profile.
    SELF CARE
    According to the patient’s personal profile, he will get suggested the
    best kind of products for his personal care when he will be shopping.
    HOLIDAY
    If holiday bookings get synked to the patient’s calendar he will be provided
    with travel health advice and vaccination appointment bookings if required.
    EXERCISE
    The patient’s profile determined the type of exercise they should be doing. We will
    monitor their activity via data collected by a wearable, then make suggestions for
    suitable exercise plan based on the recordings in their medical profile.
    WORK / LIFE BALANCE
    Patients with busy lives sometimes need a nudge to slow down. We know when
    to suggest breaks using data from wearables, calendars and bank statements.
    SLEEPING
    To ensure patients are getting a healthy amount and quality of
    sleep, we will monitor their sleep patterns using a wearable device
    or app and will match the collected information with a lifestyle
    analysis to provide actionable insights and suggestions for change.
    DIGITAL
    Digital devices can record the time a user spends on them and prompt them
    to reduce this time or counteract time spent with periods of exercise.
    HOME
    The living service is connected with your smart thermostat and tells
    you if any room has an unhealthy temperature for your profile.
    LIFESTYLE
    y habits, such as
    e
    ombined
    C O M P O S I N G A L I V I N G S E R V I C E

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  17. THE SUITE OF EXPERIENCES THAT
    COMPRISE A LIVING SERVICE
    THEY WORK WITH TRIGGERS AND
    ARE TAILORED TO THE
    SPECIFIC CONTEXT AND TIME
    MICRO-MOMENTS

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  18. W E D E F I N E T R I G G E R S A N D M I C R O - M O M E N T S
    AND SEQUENTIALLY RAISE
    SERVICE EXPECTATIONS
    T H R O U G H D E S I G N L O O P S
    TAKING THINGS OFF
    THE THINKING LIST
    DESIGNING
    FOR DELIGHT
    CONNECTING PAST,
    PRESENT AND FUTURE
    LOOP 2:
    TIMELESS
    LOOP 1:
    PRESENT
    LOOP 3:
    MAGICAL
    C O M P O S I N G A L I V I N G S E R V I C E

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  19. BE PRESENT
    LOOP
    TRIGGER
    RULE BOOK
    PRESENT
    T AKI N G T HI N GS OFF T HE T HI N KI N G LI ST
    Place your service into the critical moments
    that makes your customers’ lives better, often
    working on their behalf.
    DATA YOU MAY HAVE
    V1 - ATOMISED PROFILE
    EXPECTED
    MICRO-MOMENTS
    C O M P O S I N G A L I V I N G S E R V I C E

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  20. BE PRESENT
    EXAMPLES
    YOUR BAN K
    lets you know you can afford to buy the
    television you are looking at now.
    YOUR DOCT OR
    gives you a prescription of drugs and
    your living service orders it for you
    automatically.
    C O M P O S I N G A L I V I N G S E R V I C E
    knows what time you usually arrive home
    each day and adjusts the thermostat
    accordingly.
    YOUR HOME
    gives you a map of the store which
    highlights the aisles where your regular
    items are.
    YOUR SUPERMARKET
    lets you know that you have used 80% of
    your data allowance for the month.
    YOUR MOBILE N ET WORK PROVIDER

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  21. BE TIMELESS
    LOOP
    TRIGGER
    RULE BOOK
    PRESENT
    CONNECT THE PAST, THE PRESENT AND THE FUTURE
    Design the moments of your service to work as hard as
    possible for the customer.
    DATA YOU MAY HAVE
    V1 - ATOMISED PROFILE
    EXPECTED
    MICRO-MOMENTS
    DATA YOU NEED
    TIMELESS
    JOURNEY
    UNEXPECTED
    MICRO-MOMENTS
    TIMELESS
    V12- ATOMISED PROFILE
    C O M P O S I N G A L I V I N G S E R V I C E

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  22. BE TIMELESS
    EXAMPLES
    C O M P O S I N G A L I V I N G S E R V I C E
    YOUR BAN K
    informs you when you are a week away
    from going into your overdraft, based on
    the recent spending trajectory.
    YOUR DOCT OR
    offers a wellness coaching session based
    on analysis of your wearable data stream.
    your utility provider predicts your energy
    credit/debit based on weather patterns,
    your solar panel contribution to the grid,
    and past energy usage.
    YOUR HOME
    you are shopping groceries online and
    your living service provides you with food
    suggestions based on the new diet you
    doctor ask you to follow yesterday.
    YOUR SUPERMARKET
    offers to pre-download content you
    regularly consume for moments when you
    are regularly out of coverage.
    YOUR MOBILE N ET WORK PROVIDER

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  23. BE MAGICAL
    LOOP
    TRIGGER
    RULE BOOK
    PRESENT
    DESI GN I N G FOR DELI GHT
    Go beyond the expected. DATA YOU MAY HAVE
    V1 - ATOMISED PROFILE
    EXPECTED
    MICRO-MOMENTS
    DATA YOU NEED
    TIMELESS
    JOURNEY
    TIMELESS
    MAGICAL
    DATA YOU CAN GET
    MAGICAL
    JOURNEY
    V2 - ATOMISED PROFILE
    V3 - ATOMISED PROFILE
    UNEXPECTED
    MICRO-MOMENTS
    C O M P O S I N G A L I V I N G S E R V I C E

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  24. BE MAGICAL
    EXAMPLES
    C O M P O S I N G A L I V I N G S E R V I C E
    YOUR BAN K
    after you book your flights for an
    upcoming holiday, your bank
    automatically starts saving for your
    holidays by rounding the change on
    current account transactions.
    YOUR DOCT OR
    your health service is connected to your
    calendar and knows you have upcoming
    holiday and arranges the inoculations you
    need.
    analyses your diary and your travel
    patterns for the day, and makes insightful
    suggestions about delivery services you
    may need that evening.
    YOUR HOME
    you are at home and your living service
    has recorded the products you bought in
    the grocery store. It’s now presenting
    healthy recipes based on the ingredients
    you have.
    YOUR SUPERMARKET
    knows your favorite artist by analyzing
    your Spotify listening patterns, so when
    priority tickets for this artist goes on sale
    in your city, it checks your diary to ensure
    you are free and suggests you purchase
    tickets in one-click, adding them to your
    next bill.
    YOUR MOBILE N ET WORK PROVIDER

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  25. LIVING
    SERVICE
    TRIGGER
    RULE BOOK
    PRESENT
    DATA YOU MAY HAVE
    V1 - ATOMISED PROFILE
    EXPECTED
    MICRO-MOMENTS
    DATA YOU NEED
    TIMELESS
    JOURNEY
    TIMELESS
    MAGICAL
    DATA YOU CAN GET
    MAGICAL
    JOURNEY
    V2 - ATOMISED PROFILE
    V3 - ATOMISED PROFILE
    UNEXPECTED
    MICRO-MOMENTS
    UNIQUE EXPERIENCE
    LIVING SERVICE
    C O M P O S I N G A L I V I N G S E R V I C E

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  26. THE DATABASE OF YOU
    ATOMISED PROFILE

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  27. DESIGNING AN
    ATOMISED
    PROFILE
    C O M P O S I N G A L I V I N G S E R V I C E

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  28. HOW DOES ALL OF THIS
    COME TOGETHER?
    TRI G G ER
    e.g. a supermarket visit
    A UNI Q UE EXPERI ENC E
    e.g. Personalized shopping based on your
    health conditions today. Including
    supermarket map to help find products
    A R U L E B O O K
    e.g. Suggest only gluten free foods
    M I C RO- M OM ENTS
    e.g. A personalized
    notification about a food item
    as you walk down the aisle
    A TOM I S ED PROFI L E
    e.g. health data, supermarket
    API, recipe data and
    location information
    A C USTOMER’S LIFE

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  29. LIVING SERVICE COMPOSITION
    In order to design a living
    service, you have to
    understand and articulate why
    it exists. How are you trying to
    improve the lives of your
    customers?
    DEFINING
    YOUR NORTH STAR
    Your living service’s Rule Book
    is your governing engine that
    determines how your purpose
    is manifested. It starts by
    articulating core service
    principles.
    WRITING
    THE RULE BOOK
    By progressing through
    sequential design loops we
    push your service from a
    service that meets
    expectations to one that
    delights and surprises.
    FINDING TRIGGERS AND
    MICRO-MOMENTS
    A combination of data, a
    person’s atomised profile lets
    you classify, categorize and
    manifest your service.
    What must we know about the
    customer to make these
    experiences delightful?
    ASSEMBLING AN
    ATOMISED PROFILE
    Once you have all these
    components, we can create
    and design your
    Living Service Blueprint.
    What will your living service
    be?
    CREATING
    A BLUEPRINT

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  30. L I V I N G S E R V I C E S
    RESPONSIBILITY
    2

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  31. A I I N C Y L I N D E R S W I T H B L I N K I N G L I G H T S
    Amazon Echo Google Home Apple Homepod

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  32. A I I N C Y L I N D E R S W I T H B L I N K I N G L I G H T S
    HOW DO YOU DESIGN AN
    INVISIBLE UI?

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  33. IF AI IS THE NEW UI THEN
    PERSONALITY IS THE NEW UX

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  34. VALUES
    BEHAVIOURS
    EXPRESSIONS &
    INTERACTIONS
    ARE OUR
    PERSONALITIES

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  35. HUMANISED SERVICES
    IMPLY SOCIAL CONTRACTS

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  36. A.I.
    DATA
    ALGORITHMS
    PEOPLE
    DIVERSITY MATTERS

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  37. IT’S TOO
    IMPORTANT TO
    BE LEFT TO
    TECHNOLOGIST
    BIAS

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  38. WE ARE LANDSCAPE
    GARDENING

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  39. FINALLY, READ
    JOSH CLARK’S
    ESSAY
    W
    This is the prose version of a talk I gave in May
    2017 at Pixel Up! in Capetown and at An Event
    Apart in Boston. It riffs on ideas I first explored
    in my article Systems Smart Enough To Know
    When They’re Not Smart Enough.
    Download the slides
    IDEAS PROJECTS TALKS ABOUT HIRE US
    hat shall we make? This talk is about what’s coming
    next for us as designers. What’s the work ahead for us,
    and what’s our role and responsibility in this future?
    Designing for what’s next is what my studio Big Medium does.
    For the last decade, that focus has meant that much of our
    work has centered on multidevice design. In particular, our
    projects have explored all the possibilities unlocked by mobile,
    but we’re starting to see some new trends emerging.
    Mobile, of course, has been the driver for the last decade of design and
    technology. So it’s probably unsurprising that another way to ask “what
    shall we make?” is…
    ALGORITHMS
    DESIGN IN THE ERA OF
    THE ALGORITHM
    BY JOSH CLARK
    Published Jun 7, 2017
    TWEET SHARE EMAIL
    Search

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  40. THANK YOU!
    A N D Y . P O L A I N E @ F J O R D N E T . C O M
    @ A P O L A I N E

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