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Mobile, Web, and the Cross-Channel Experience March 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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Doing this will lead you to being...

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Certified Awesome!

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Thank you.