magic mirrors and wisdom banks technology, people and the future

• Clive Grinyer

• unemployed

• SDNC Cardiff

• 19 November 2013

who am I?

transformation

service designuser experiencebrand experiencecustomer experience

technology development user centred designagile processiterative, perpetual beta

technology and people

design

Designing technology

designing technology

getting it wrong

cisco

applications

doing

dreaming

Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 16

designing technology experiences

technology innovation

technology innovation

user interface

experience the experience

designing the pilot

people

overcoming barriers

Apple Mac user Conflict Resolution Welsh

Speaker Youth Rugby Coach motor bike

Pontypool Volunteer Fireman

Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 24

customer experiences

customer journeys

Source: Cisco IBSG, 2009

Joining

Purchase or subscribe to products and services

Using

Set up, Speed of Adoption, Use

• Design• Packaging• Out of Box• User manual• Help Desk

Choosing

Research, trial, compare and decide

• Brand • Advertising• Feature/Price• Friends• Availability

Growing

Increase use, up-sell, tell friends

• Billing• Service• Upgrade• Web/ Mobile

Staying

Customer retention, repeat business

LoyaltyPrograms

Personalize Web/Mobile CSR

• Point-of-purchase

• Web Store• Delivery• Install

Who owns the experience?

omnichanel experienceshome store self serve

multichannel, omnichannel and contextual

Proposition, user experience, service and loyaltyKey “use cases”/ client

needs/triggers

1. Choosing 3. Using 4. Growing 5. Staying2. Joining

Disconnected experience with disparate approaches from many channelsMultichannel

Seamless connected experience adapting to external circumstancesOmnichannel

ContextualProactive, anticipates changes to circumstance, learns from my behaviour, opt in/out flexibility

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designing for the internet of everything

connecting cows and pipes

internet of connected stuff

internet of fridges

internet of services

internet of services

cities

virtual squares

platforms for new experiences

use cases

Location based services

Personalisation

Lighting and connectivity as a service

Energy monitoring and cost savings

Community tools

Business promotion platform

Window to the World

Urban regeneration

Analytics of people and actions

Traffic management

Navigation and Way-finding

Street performance

Data hotspots

time for design

there are no more design heroes

strategytoday

service design is growing up

the new frontier of design

bigger than design

alchemy

open

words

exposing ridiculousness

being deliberate

mash up versus process (just do it)

improves services, insurance, hospitals..

manages customer emotions

measureable!

imitators

disruptive business models

consultants and in house

servicise

painful and fulfilling

not just innovation

vertical

put on your suit…and tie

dissolving design disciplines

design entrepreneurs

new customers

new touchpoints

new technology

future is dangerous

future to be designed

Service design is here to stay, it’s not just a new(ish) discipline or a fad

too many icebergs

my tips:

is this a customer retention conference?

impact over process got a cheer…

unique collection of people traversing boarders

design at the centre

multiple worlds

73

having more than 1 idea

drawing

75

draw

future vision

future gaze

beauty

beauty

design our next experiences

experiences are transforming

Transport

Energy

Business

Earth

Home

Education

or who will?

thank you.

www.twitter.com/clivegrinyer

clive@clivegrinyer.com

www.clivegrinyer.com