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