REMEMBERING WHAT WE HAVE FORGOTTEN #SD16 SERVICE DESIGN AUSTRALIA 2016 ANDY POLAINE | @APOLAINE

LIVING SERVICES ARE THE RESULT OF TWO FORCES

THE DIGITISATION OF EVERYTHING + LIQUID EXPECTATIONS

• They constantly learn more about our needs, intents, preferences, and change in real time. • They are very proximate to us in the environment. • They will affect our lives in profound ways in areas that really matter to us – like our health, families, homes. 4 LIVING?

• Automation of low maintenance decisions and actions • Long term learning from what we do • Powered by data and analytics • Collected from sensor rich objects and interactions via everyday services • Environments not industries 5 HOW WILL LIVING SERVICES CHANGE OUR LIVES?

IS THE FUTURE ALREADY HERE?

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REMEMBERING WHAT WE HAVE FORGOTTEN The original living services

Downton 9 Appey

10 READ THE CLASSICS SERVICES WITH MANNERS

THE FLATTENING 
 OF PRIVILEGE How technology is making luxury services mainstream

UBER

COOKAPP/HELLO FRESH

TRUNK CLUB

WASHIO

TASK RABBIT

SPOTIFY

18 “[A valet’s] day commences by seeing that his master's dressing-room is in order; that the housemaid has swept and dusted it properly; that the fire is lighted and burns cheerfully; and some time before his master is expected, he will do well to throw up the sash to admit fresh air, closing it, however, in time to recover the temperature which he knows his master prefers.” – 1861 MRS BEETON ON SMART HOMES: SERVICES WITH MANNERS

SERVICES WITH MANNERS Big data etiquette

DON’T BE CREEPY

21 Act it out. Act out interactions as if they were a conversation on stage. Be real. Be explicit. But also be nice. Make sure the intent of a data exchange is upfront, friendly and clear. Find etiquette allies – seams matter so be transparent about transition states. Hire a Chief Security Officer. Beef up resources dedicated to data privacy and security. On a systems level, invest to handle data responsibly through the supply chain. HOW TO AVOID A SERVICE FAUX PAS SERVICES WITH MANNERS

22 “To the lady's maid and valet … prudence of speech should belong. Being more immediately about the person of those whom they serve than others of the establishment, they have opportunities of hearing opinions of persons and circumstances, hastily and unguardedly expressed, which, if repeated, might be mischievous, especially if told inaccurately, or with exaggerations.” – 1845 THOMAS WEBSTER ON DATA PRIVACY: SERVICES WITH MANNERS

ENTITLED TOFFS?

Open letter to SF Mayor Ed Lee and Greg Suhr (police chief) I am writing today, to voice my concern and outrage over the increasing homeless and drug problem that the city is faced with. I’ve been living in SF for over three years, and without a doubt it is the worst it has ever been. Every day, on my way to, and from work, I see people sprawled across the sidewalk, tent cities, human feces, and the faces of addiction. The city is becoming a shanty town… Worst of all, it is unsafe. This holiday weekend, I had my parents in town from Santa Barbara and relatives from Denver and Rochester New York. Unfortunately, there was three separate incidents and countless times that we were approached for money and harassed. The first incident involved a homeless drunken man in the morning coming up to their car and leaning up against it. Another bystander got frustrated with the drunken man, and they got into a heated pushing and shoving altercation. The second incident occurred as we were leaving Tadich Grill in the financial district. A distraught, and high person was right in front of the FEBRUARY 15, 2016 JUSTIN KELLER ENTITLED TECH INDUSTRY?

25 THE DARK SIDE OF PRIVILEGE – UMAIR HAQUE “It’s damned hard to come up with life-changing breakthroughs when you’re trapped 25 hours a day on minimum wage being an on-demand insta-butler… dogwalker…chauffeur. And yet these services are in demand because the people who want them are also working 25 hours a day for the companies that make the smartphones, drone-deliver the toilet paper, and coordinate the on-demand cars.”

26 GENERATION K (POST-MILLENNIALS) 6% trust big corporations to do the right thing, as opposed to 60% of adults. 1 in 10 trust the government to do the right thing. 92% believe that helping others in need is important. 70% cite inequality as one of the issues that worry them greatly, as many as those who are worried about terrorism. Source: http://gu.com/p/4hk8q/sbl Generation K. Illustration: Janne Livonen

27 “THOSE WHO CANNOT REMEMBER THE PAST ARE CONDEMNED TO REPEAT IT” – SOME GUY I’VE FORGOTTEN (ACTUALLY, IT WAS GEORGE SANTAYANA)

THANK YOU! QUESTIONS? [email protected] @apolaine 28