Design for Sensors, Not Screens | Digital Summit Detroit

Transcript

1. FRICTIONLESS MAGIC Design for Sensors, not Screens @merhl Joe Johnston

   VP, Experience Innovation

2. 2014
 Year of the Customer “

3. Mobile First Strategy

4. Context First Strategy

5. 2015
 Year of the Experience “

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7. A Friction-Free Experience

8. The Goldilocks Principle Just Right Satisfaction

9. You make people happier not by giving them more options

   but by stripping away as many as you can. “

10. The average smartphone user checks her phone 221 times a

    day. TECMARK, OCTOBER 2014. Time spent on mobile devices is at an average of 3hrs 16m day.
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12. The Invisible Interface

13. 40% of adult smartphone owners use voice search to ask

    for directions, 39% to dictate a text message, 32% to make a phone call, 23% while they are cooking. 0 50 23% 32% 39% 40% GOOGLE MOBILE VOICE STUDY, OCTOBER 2014
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15. This is particularly true of context-aware technology. No matter how

    often we say we’re creeped out by technology, we tend to acclimate quickly if it delivers what we want before we want it.

16. Instant Gratification Economy

17. Taxi services like Uber, Amazon’s Prime One-Click Ordering, Instant delivery

    services like WunWun, DoorDash and Path Talk Messaging

18. Focus on Time to satisfaction Take a look at Amazon’s

    Anticipatory shipping patent — a system of delivering products to customers before they place an order, basically its smart purchasing. This type of complex predictive analytics is all targeted at time to satisfaction for the customer.

19. The Employee Experience

20. If you create a great Employee Experience then you will

    inherently have a great Customer Experience. “

21. The MagicBands and MyMagicPlus allow employees to “move past transactions,

    into an interactive space, where they can personalize the experience”

22. Wearables

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27. 86% of Apple Watch owners wear it Daily.

28. 91% Satisfaction Rate

29. Micro-Moments

30. 82% of smartphone users turn to their phone to influence

    a purchase decision while in a store/location.
 62% of smartphone users are more likely to take action right away toward solving an unexpected problem or new task because they have a smartphone.
 90% of smartphone users have used their phone to make progress toward a long term goal or multi-step process while “out and about."

31. IoT & Beacons

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34. “Golden State Warriors saw a 69% increase in seat upgrade

    revenue via the app after installing their proximity marketing solution”

35. Anticipatory Design

36. The ability to capture large sets of realtime data and

    predictively start serving up the best intended experience.
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39. Key Take Aways: ‣ The Year of the Experience ‣

    Strip away as many options as you can, make it Frictionless ‣ We tend to acclimate quickly if the experience delivers what we want before we want it. ‣ Don’t waste time using a screen you don't need to be using anyway ‣ Focus on Time to Satisfaction for the Customer. ‣ A great Employee Experience means a great Customer Experience. ‣ Predictively & Intelligently serve up the best intended experience based on “Sensing” Design

40. Thank you. @merhl joe.johnston@universalmind.com