Intelligent Experience Designjpkgroupsummits.com/wp-content/uploads/C101_Day1_330PM...6 Sources: Mary Meeker; Source: IDC Digital Universe, data as of 5/14 2/3rds of Digital Universe
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JPK
Gro
up2015 Organizational Intelligence Forum
December 7-8 • San Francisco, CA
Intelligent Experience DesignIntegrating Experience Designing thinking into
product and services through intelligent data insights
December 7, 3:30pm
View presentation online at:
https://jpkgroupsummits.com/attendee
Stephen Riley – Riley CX & Design
Stephen Riley is a Sr. Director, Customer Experience Leader/UX Designer, visionaryand strategist who leads talented cross functional teams through an effective discovery
process to learn what matters most to customers, then works collaboratively tointentionally design effective and successful experiences that ensure a positive
business outcome. He uses best in class methodologies designed to deepen thecustomer relationship identifying critical areas for improvement through the synthesis ofquantitative and qualitative data into actionable insights; and engages teams in design
thinking to improve decision making capabilities. Connect with him on LinkedIn:https://www.linkedin.com/in/stephen-riley-a2490638
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INTELLIGENT EXPERIENCE DESIGN
STEPHEN RILEY dezynersteve@gmail.com
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OR
3
ONE CENT DOUBLED EACH DAY FOR A MONTH
$6MM
$5MM
$4MM
$3MM
$2MM
$1MM
$0
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29
$5,368,709.12
4
SERVERS NETWORK STORAGE
SOFTWARE
SCALE OUT MICROPROCESSORS
PERSISTENT MEMORY
PERVASIVE IP
SAAS
STANDARDS
5
6Sources: Mary Meeker; Source: IDC Digital Universe, data as of 5/14
2/3rds of Digital Universe Content = Consumed / Created by Consumers … Video Watching, Social Media Usage, Image Sharing…
15
12
9
6
3
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
Zeta
byte
s (Z
B)
1 Petabyte = 1MM Gigabytes; 1 Zetabyte = 1MM Petabytes
13ZB (+40% Y/Y)
>4ZB (+50% Y/Y)
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Biggest re-imagination of all:People enabled with mobile devices + sensors uploading troves of findable & sharable data = Still early & evolving rapidly
34%
7%
of data in ‘Digital Universe’ = Useful
taggedbut only 1% analyzed& rising
Source: Mary Meeker; Internet Trends Report @KPCB as of 5/15
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INTERNET OF THINGS
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YOUR EXPERIENCE MAY VARY.
1,500
1,200
900
600
300
01999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Glo
bal U
nits
Shi
pped
(MM
s)
10Sources: Mary Meeker; TV unit shipments per NPD DisplaySearch (2004-2013 data). PC (laptop + desktop) and smartphone + tablet unit shipments per Morgan Stanley Research.
Global TV vs. PC (Desktop + Notebook) vs. Mobile (Smartphone + Tablet) Shipments, 1999 - 2013
TV PC (Desktop + Notebook) Mobile (Smartphone + Tablet) Smartphones Tablets
4-5x10 yrs since inception
73%5.2 Billion
2014
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SOUTH KOREA
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SOUTH KOREA
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SOUTH KOREA
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Government Services (Shanghai)
Tencent WeChat
CHINA
Retail In-Store Shopping
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TENCENT WECHAT
Pay Electric/Water Bill
Passport Applications
Driving Violations Look Up
Weather/Library Search
Fapiao (Receipt) Management
Hospital Appointment
Pay Natural Gas Fee
Obtain Taiwan Travel Docs
Smog Test Appointment
Property Tax Look Up
Offering Government Services (Shanghai) 549MM usersMonthly active users as of 1Q15
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If WeChat trend continues to play out globally…mobile messaging leaders may evolve into central communications hubs
CONTEXT IDENTITYCONTEXT-PERSISTENT
CONVERSATION
Image: Facebook. Source: Mary Meeker; Internet Trends Report @KPCB as of 5/15
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IN THE NOT TOO DISTANT FUTURE…
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MOBILE OWNERS USE DEVICES WHILE WATCHING TV. ~2X HIGHER OVER 2 YRS.
SHOP%44SEARCH ACTORS, PLOTS
%41SEARCH SPORTS SCORES
%29
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HOW DO YOU KNOW YOU
ARE DOING A GOOD JOB?
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1 23 4
DATA INFORMED
DATA DRIVEN
QUALITATIVE
QUANTITATIVE
REACTIVE PROACTIVE
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Information is not knowledge.
– Albert Einstein
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THINK STRATEGICALLY
TALENTED & ENGAGED
EMPLOYEES
DELIGHT CUSTOMERS$$
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$$DELIGHT CUSTOMERS
TALENTED & ENGAGED
EMPLOYEES
THINK STRATEGICALLY
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HIGHER PERFORMANCEPOOR PERFORMANCE
DELIGHT
FRUSTRATION
KANO MODEL
Delig
hter
s
Table Stakes
Expe
cted
Must have table stakes •Baseline/cost to play •Minimally viable product •Self evident •Not expressed •Obvious
Expected •More is better •Specified •Measurable •‘Me too’
Attractive/Delight •Observable
customer behavior (not necessarily expressed)
•Creates delight
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MOMENTS OF TRUTHINTERACTIONS THAT CREATE AN EMOTIONAL CONNECTION AND
INFLUENCE A DECISION OR OPINION
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I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
– Maya Angelou
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WHAT ARE YOUR PRIORITIES TO IMPROVE?
WHAT IS IMPORTANT?HOW ARE YOU DOING
AND HOW DO YOU KNOW?
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Made me feel professional
Buying was easy
Hard to do business with
I didn’t knew it did that!
Which product is right for me?
Complex installation process
Renewal licensing
was confusingArrived two full weeks after they said it would
Difficult to use
LISTENING POSTS (Process/Predictive Metrics)
Awareness & Shop Buy Use
Social
WOM
Customer Advisory Boards
Social
Win/Loss Analysis
Partner/Reseller Feedback
Social
In Product Feedback
Customer Escalation
Tech Support - Break/Fix
OUTCOME METRICS
Number of Customers
Customer Lifetime Value
Share of Wallet
Market Share
Net Promoter Score
OUTCOME/JOB
Customers hire
your company
to do.
OUTCOME/JOB
Customers hire
your company
to do.
Priorities to improve
1
2
3
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INSIDE OUT 2-DAY WORKSHOP
OUTSIDE IN 31 SESSIONS
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INSIDE OUT
OUTSIDE IN
OUTCOME/JOB
Customers hire
your company
to do.
OUTCOME/JOB
Customers hire
your company
to do.
OUTCOME/JOB
Customers hire
your company
to do.
OUTCOME/JOB
Customers hire
your company
to do.
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FORGET DEMOGRAPHICS
“A customer's age, race, income level, or even their opinion of your product may be correlated to sales, but none of that information reflects why they buy a product.”– Clay Christensen Harvard Business School Professor
INSIGHTANALYTICS
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YES, AND
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