TRENDS 2015 TRENDS IMPACTING DESIGN & INNOVATION 1
01 OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL 2
01 OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL We had a customer experience but wanted an employee experience. Airbnb s Mark Levy, Global Head of Employee Experience To become truly digital, businesses are seeking to reintegrate people into the interface Omni-channel came first, now humans are returning as a fundamental component of a successful service Services must be re-humanized 3
02 MIND THE GAP 4
02 MIND THE GAP Designing for experiences that are resilient in the spaces We toggle And we re always in flux Interesting challenges arise around context Four types of gap: Bandwidth loss Between devices Hand over between services Digital data change (and needs to be updated) 5
03 AGGREGATION MOVES TO SERVICES 6
03 AGGREGATION MOVES TO SERVICES Using a customer s journey to spark new service offerings Choice and over-specialization are often challenges Aggregation has been a success for Google (information) Facebook (people) Spotify (music) Expect most experiences to aim to mirror this Singular focus companies start to branch into other parts of their customers lives Providing value in unexpected places, in surprising ways 7
04 DIGITAL DIETING 8
04 DIGITAL DIETING Services and users mindfully compartmentalize connectivity to live beyond the screen. In research the most consistent observation was the tension between our attention on digital and our need to focus on the real world around us I m addicted to the screen and resent it echoes other research which reveals that we look at our phones over 1500 times a week But is this concern a generational one? 9
05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION 10
05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION As technology enables more natural human-machine interactions, businesses need to evolve their digital personalities Historically interactions with technology have been transactional Commands without the accompanying range of emotional information found in human conversation Advances in sensors social media synthetic materials newly published digital design philosophies and processing speed Mean we can start to use an emotional palette of visual expressions 11
06 DIGITAL DISRUPTION GOES PHYSICAL 12
06 DIGITAL DISRUPTION GOES PHYSICAL More and more physical actions and items will become data-driven services. The physical world is laced with sensors and overlaid with software Digital is transforming physical interaction Startups with very broad visions across industry Consider Uber s rate of growth and scale of ambition Physical objects like cars in the case of the ride sharing economy go digitally viral Evernote wants to be the global platform for your memory 13
07 MONEY TALKS 14
07 MONEY TALKS Commerce and messaging combine for payments and shopping. New generations of users prefer visual messages and quick interactions Messaging is merging with the ecommerce space Venmo, posing a threat to cash, is popular because of its convenient social features Snapchat teamed up with Square to snap a payment amount to friends This is a social and emotional layer over transactional behavior, which changes money For brands, content, conversation & commerce fuse 15
08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS 16
08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS From smartphones to beacons, the gateways to interact with our surroundings are not only expanding, but also standardizing. The mobile eventually emerged as a Swiss Army Knife and a remote control for life Many new devices watches, sensors, wearables rely on the phone for connectivity, data display, and software updates This positions the phone as the sun in a solar system But might we move to a system of connected services and devices that looks more like a constellation? 17
09 THE SIXTH SENSE 18
09 THE SIXTH SENSE More services are starting to anticipate what a customer might want and act on it, using smart design and data mining, before the user clicks a button. IWWIWWIWI or I Want What I Want When I Want It Seen in media through binge watching Now we re seeing this trend mirrored in physical consumption But today s efficiently reactive services will be eaten by tomorrow s delightfully predictive ones 19
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