DESIGNING FOR A MOBILE AND CONNECTED WORLD Smart Device & Mobile User Experience Summit 2011 Daniel Harris, Service Design Lead

WE DESIGN BREAKTHROUGH DIGITAL BRANDS, PRODUCTS AND SERVICES

No Boundaries: | Telco | Device | Financial Services | Media | OS | Portal | Retail | Startup |

Designing for the Internet of the world

MICROSOFT VISION

THE EVOLUTION IN SERVICE DESIGN PRACTICE

Engagement

Time

Of Course

WOW

PEOPLE

SERVICES

BRAND

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THE BRAND CHALLENGE

Scale of harm done V Scale of opportunity

More “potential to break promises”

Visual: One-way. Largely static

Broadcast Media Physical experience

Liquid experience {

Skills, methods & tools Defined & Understood

Digital Media Liquid experience

Spatial: Multi-way. Highly interactive Skills, methods & tools

Not Defined

{

Visual Behavioral

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WE CALL IT BRAND DNA

EXPECTED PERFORMANCE GUARANTEED

AUTHENTIC BEHAVIOURS DELIVERED

APPEARANCE BEHAVIOUR

PERFORMANCE

APPEARANCE RECOGNISED ANYWHERE

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Personal/Situational Technological

Who are you with? Who are

you? (Generally)

Who are you now?

(Behavior)

Where are

you?

How much time have you got? What are

you trying to do? What

did you just do?

What do you

need? What are you doing?

Location (GPS, NFC…)

Device (Laptop, Desktop,

Smartphone, Tablet…)

Personal Network

(Contacts, Friends, Social Platform)

Delivery Technology (SMS, Mobile, Web,

Application…)

Access Technology

(2G, 3G, 4G, HSDPA, Wifi….)

Operating System

(iOS, Android, Symbian…)

Control

Filter Agregate Toggle on/off

Share/ Connect

CONTEXT WILL DRIVE FUTURE EXPERIENCES

THANK YOU! @harrisdaniel @fjord