Deloitte Digital Nick Finck
Mobile, Web, and the Cross-Channel Experience
Big Picture UX
November 17th, 2012
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About
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Photo credit: Jeff Croft
UX Director
Deloitte Digital
Personal Site
NickFinck.com
Twitter
@nickf
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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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of users use their
tablet daily.
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1970-1980 1990’s 2000’s 2010’s
Mobile
Computing
Multi-platform
Web
Applications
“Thin”
Windows
Applications
Fat Client Server
Mainframe
Terminals
“Green Screens”
Viva La Revolution
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Mobile First
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Discovery Sprint 1 Sprint 2 Sprint 3 Sprint 4-N Post Launch
Agile
Scrum or Lean
Involvement & deliverables
Our teams work together to create the best possible experience for the user. The
following breakdown illustrates our project process. UX and Design deliverables are
called out in white.
Discovery Sprint 1 Sprint 2 Sprint 3 Sprint 4-N Post Launch
UX
DESIGN
CLIENT EM
SEM
DESIGN
ENG
QA
UX
CLIENT EM
SEM
DESIGN
ENG
QA
UX
ENG
QA SEM
CLIENT
UX
DESIGN
ENG
QA SEM
CLIENT
DESIGN
UX
DESIGN
QA SEM
UX
ENG
CLIENT
UX
DESIGN SEM
CLIENT QA
ENG
User research
Ideation
Competitive analysis
User stories
User personals
Risk evaluation
Client documentation review
Business strategy analysis
Competitive analysis
User interviews
Creative brief (rough)
Mood board (rough)
Persona & story revision
Content audit/ recommendations
Taxonomy
Baseline studies/ reports
Sketches & high-level user flows
Brand research
Color theory
Color palettes
Font studies
Ideation
Wireframes
Usability study/ paper prototype(s)
Findings report
Mood boards
Color theory
Color palettes
Font studies
Usability study
Findings report
Wireframes
Mood boards
Mock-ups
Prototypes
Motion studies
Graphics cut up & optimization
Integration support
Usability findings
Wireframes
Consult & advise Design, Eng, QA
Tagging spec for analytics
Redlines For Devs
Build reviews
Final usability studies
Analytics report
Sustainability recommendation
Design retrospective
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Responsive Web Design
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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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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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Doing this will
lead you to
being...
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Certified
Awesome!
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Deloitte Digital Nick Finck
Thank you.
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Employer Site: DeloitteDigital.com
Personal Site: NickFinck.com
Email: nfinck@deloitte.com
Twitter: @nickf
Reach-out to me