Mobile, Web, and the Cross-Channel Experience
September 4th, 2013
presented by nick finck
Big Picture UX
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Who the heck?
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Photo credit: Jeff Croft
Director of UX
projekt202
Personal Site
NickFinck.com
Twitter
@nickf
Notable
UX toreador
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...or you can just call me “dude.”
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we make software make sense.
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100+ designers, technologists, researchers, & strategists
3 studios + 5 satellite offices
Denver
Austin
Seattle
Berlin
Dallas
Denmark
Los Angeles
Philadelphia
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Some of our clients
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Where Are We?
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we are at a
pivotal
moment in time
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Things are about to get epic
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Viva La Revolution
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Mobile Revolution!
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Mobile First
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Responsive Web Design
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Beyond what we think
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No, I mean really beyond...
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Well beyond...
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We’re thinking too small
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Don’t be the greedy Han Solo...
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Be the hero Han Solo!
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Photo credit: Lauren Goode, All Things Digital
We need to get beyond the notion
that sales are won or lost in a single
channel or through a single aspect of
our businesses.
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We call this
the cross-channel experience
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Mobile and physical shopping
experiences need to become
seamless – embracing technology
can bring in more customers.
- Steve Rothwell. The Guardian, 2012
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43 percent of smarpthone owners
have used their mobile device while
in a store for a shopping purpose.
- comScore Inc., Shop.org and The Partnering Group, 2012
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And its not just retail that is
evolving with technology..
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Multi-platform consumption
is today’s new reality. 1 in 3
minutes spent online is now
spent beyond the PC.
- comScore Inc., Mobile - Future in Focus 2013
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Mobile is changing how entire industries work
● Mobile Commerce
● Point of Sale
● Coupons and Offers
Retail
● TV Everywhere
● Social Television
● Interactive E-books
Media
● Clinical Trials
● Salesforce Automation
● Tablet Electronic Records
Healthcare
● Mobile Banking / Payments
● Loyalty / Rewards Programs
● Mobile Financial Trading Systems
Financial Services
● Digital Concierge
● In-Room Automation
● Tables for High Touch Customer Service
Hospitality
● Navigation / Telematics
● Airline Mobile Ticketing / Check-in
● Automotive Apps
Transportation
● Content Delivery
● App Stores
● Messaging
Telco
● Government to Citizen
● Smart Parking
● Education / Advocacy
Public Sector
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Geography Industry Business Process People
Function
A New World
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Two Examples
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I needed a lift to the airport
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I decided to use Uber
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My location is inherent in the mobile app
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In 8 minutes a car pulled up
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Payments are automated & you can rate the driver
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Receipt is emailed
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I can track my trips online
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● Web - Account creation, trip history
● Mobile - Request car, rate driver, tracking, phone verification
● Environment - The towncar
● Email - Receipt, follow-up
● Staff - The driver, customer support
Touchpoints
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I wanted to get a mountain bike
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So I researched them online
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I wanted to try them out in-person
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They had many mountain bikes
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...and places to test them!
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Photo credit: Hien Nguyen
● Web - Product research, check inventory locations
● Product - The bikes
● Staff - Subject matter expert, sales support
● Environment - Retail store, test trails
Touchpoints
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So What dude?
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It’s not enough that we build
products that function, that
are understandable and usable,
we also need to build products
that bring joy and excitement,
pleasure and fun, and yes,
beauty to people’s lives.
- Don Norman
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Our work is so much more than just
evoking emotions, it is about life.
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It is not the strongest of
the species that survives,
nor the most intelligent
that survives. It is the one
that is the most adaptable
to change.
- Charles Darwin
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We are not surviving,
we are barely existing.
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“We’re in a technology tsunami.
Whether you love it or hate it,
ultimately we have to figure out how
to survive it and make it work for us.”
- Peggy Klaus
Photo by Jean Guichard
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We used to seek a Work/Life balance,
times have changed and now we seek
a Work/Life/Technology balance.
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We can't solve
problems by using
the same kind of
thinking we used
when we created
them.
- Albert Einstein
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We must not think of our job
as designing for someone,
instead we must think of it
as designing for humanity.
Photo by James Cridland
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We are the makers
of our own state
and… individuals
who realize the fact
need not, ought not,
to wait for collective
action.
- Mahatma Gandhi
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We must take it upon ourselves to find
ways to better collaborate with each
other and craft experiences together
that balance work, life, and technology.
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Doing this will
lead you to
being...
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Certified
Awesome!
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Thank you.
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Questions?
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● Employer Site: projekt202.com
● Personal Site: NickFinck.com
● Email: nick.finck@projekt202.com
● Twitter: @nickf
Contact me