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Thinking less, living more: Creating a human shaped world Oli Shaw - Global service design director
UXCON16: The future of business | September 30th Brescia (Italy)
THE FUTURE OF BUSINESS
THE FUTURE OF BUSINESS IS PEOPLE
Customer experience is a core commonent of every business strategy.
Company culture and employee satisfaction is a core component to attract the best talent and retain the best employees.
If you’re not already doing these things, you should be.
We need to create a human shaped world.
Who wants to be busy all the time?
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Started, grown and transformed design studios on multiple continents.
Worked in the design and creative space for more then 18 years, for clients across the world.
Identified and solved; business problems, improved cx and improved employee experiences.
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We grow businesses by designing new experiences for humans, enabled by technology.
We are a global strategic design firm making innovation happen for the world’s most ambitious companies.
We design products, services, digital and mobile applications and brand experiences and fuse them with technology.
How do we create more time for living more?
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Design drivers which can help in this area:
1. Anticipation of customer needs and desires
2. Automation of tasks and chores
3. Personalised bespoke tailored experiences
I’m talking about bots
I’m talking about bots
Why bots? Automation…
But first, a little story of my journey yesterday
My journey from my house, to the airport, to the plane, to the hotel. Thinking less
It doesn't have to be something big…
It doesn't have to be something big…
‘Jobs to be done’- Clayton Christensen
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When designing for ‘thinking less’ there are some principles to consider:
1. Know me as an individual
2. Give me controls I can understand
3. Help me achieve my ultimate goal
4. Do the repetitive and mundane for me
5. Make suggestions that have value to me
1. Know me as an individual
2. Give me controls with ease
3. Help me achieve my end goal
4. Do the repetitive and mundane for me
5. Make suggestions that have value to me
NOW FOR SOME RAPID FIRE NUGGETS:
How are you part of digital assistants?
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In summary…
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Design drivers which can help in this area:
1. Anticipation of customer needs and desires
2. Automation of tasks and chores
3. Personalised bespoke tailored experiences
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When designing for ‘thinking less’ there are some principles to consider:
1. Know me as an individual
2. Give me controls I can understand
3. Help me achieve my ultimate goal
4. Do the repetitive and mundane for me
5. Make suggestions that have value to me
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Do you know how this will improve your CX & the impact on your:
1. Customer acquisition cost,
2. Customer loyalty,
3. Customer lifetime value
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Or how it can help with your:
1. Employee satisfaction
2. Employee productivity
3. Or to help take costs out of your business?
Thanks Gracias Gràcies Danke
Tak Takk Tack
Obrigado
Oli Shaw Global Service Design Director [email protected]
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