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

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

1

INTELLIGENT EXPERIENCE DESIGN

STEPHEN RILEY [email protected]

2

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)

7

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

8

INTERNET OF THINGS

9

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

11

SOUTH KOREA

12

SOUTH KOREA

13

SOUTH KOREA

14

Government Services (Shanghai)

Tencent WeChat

CHINA

Retail In-Store Shopping

15

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

16

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

17

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

19

HOW DO YOU KNOW YOU

ARE DOING A GOOD JOB?

23

20

1 23 4

DATA INFORMED

DATA DRIVEN

QUALITATIVE

QUANTITATIVE

REACTIVE PROACTIVE

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Information is not knowledge.

– Albert Einstein

22

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

25

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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

28

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

30

34

INSIDE OUT 2-DAY WORKSHOP

OUTSIDE IN 31 SESSIONS

31

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.

32

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

33

YES, AND

34

THANKYOU!

STEPHEN RILEY [email protected]