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@gilescolborne
Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.
Would you like to add a Zone 1-5 Travelcard for £5.80?
Yes plz
That comes to £78.20 including booking fee. Want to go ahead?
Trainline BookingMenu My tickets
OK
Sou
@gilescolborne
Cellular IoT
Non-cellular IoT
PC / Laptop / Tablet
Mobile Phone
Landline
Ericsson Mobility Report 2016
@gilescolborne
WHATPEOPLE DO
TASKS
PREPARE SPECIFY BUY OWN
US
COMPETITOR
COMPETITOR
CONVERSION
ENGAGEMENT
SEARCH
@gilescolborne
WHATPEOPLE DO
TASKS
PREPARE SPECIFY BUY OWN
US
COMPETITOR
COMPETITOR
CONVERSION
ENGAGEMENT
SEARCH
@gilescolborne
WHATPEOPLE DO
TASKS
PREPARE SPECIFY BUY OWN
US
COMPETITOR
COMPETITOR
CONVERSION
ENGAGEMENT
SEARCH
@gilescolborne
Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.
Would you like to add a Zone 1-5 Travelcard for £5.80?
Yes plz
That comes to £78.20 including booking fee. Want to go ahead?
Trainline BookingMenu My tickets
OK
@gilescolborne@gilescolborne
I’d like to return my shirt.
The one you bought last week? Just print this label and send it back to us.
Hi, Giles. I can help if you have a question about a recent order.
@gilescolborne
Set out along Main Street and go ahead for 50 yards. At the junction with Spring Street bear left along Main Street for 240 yards. At the traffic lights go straight ahead for 70 yards. Take the ramp for the train station marked ‘other traffic’ and in 20 yards you’ll be at the train station.
I’m in a hurry. Where’s the train station?
@gilescolborne
@gilescolborne
Straight ahead.
I’m in a hurry. Where’s the train station?
Time Pressure / Error / Shared Knowledge
@gilescolborne
@gilescolborne
Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.
Would you like to add a Zone 1-5 Travelcard for £5.80?
Yes plz
That comes to £78.20 including booking fee. Want to go ahead?
Trainline BookingMenu My tickets
OK
@gilescolborne
Strategies for intelligent service design
1. Data. Unique data. Complex data. Connected data.
2. A user need. Which may not be obvious to your users.
3. A visualisation of your data. To help you find the patterns within it.
4. An algorithm. And teams with a shared understanding of how it works.
5. A sense of etiquette. Don’t let your ‘smart’ service offend users.
6. A sense of dialogue. Understand how to hold a conversation.
7. The skills to manage the service. Start small. MVP.
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