Kendra Shimmell at UX Poland 2016 Kendra L. Shimmell at UX Poland 2016 @kshimmell Kendra L. Shimmell @kshimmell #uxpoland2016 Outsourced: The future of your Life?
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Kendra L. Shimmell@kshimmell#uxpoland2016
Outsourced: The future of your Life?
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
What do you have in your pocket?
Prologue
IMAGE CREDIT: CHRISTOFFER ENGSTRÖM
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I used to…
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Now I…
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: PATRYK DZIEJMA
Cook…
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Walk him…
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I had never felt more productive. But then…
IMAGE CREDIT: HOÀI ANH BINO
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QIs this our future?
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I think we have the skills and resources to do better.
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Amazon trained us.
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
SOURCES: Burson-Marsteller’s On-Demand Economy Survey 2016 and Quickbooks Survey 2015
8.6Bhave been invested
in Uber alone through February 2016.
7.6Mof US workers
by 2020 says Intuit.
42%of the total adult US
population has used one of these services.
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
The Uber of X…
Prologue
SOURCE: HARVARD BUSINESS SCHOOL, SPRIG: UBER FOR HEALTHY MEALS
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
NikkiShahrzad
Sarahjane
IngridCourtney
Jason
ChristianYagey
Doug
JaysonJustin
KarenYo Mama AndrewLaura Shirley
JennyJohn
Anonymous 1
Anonymous 3
Anonymous 2
Michael
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
SUPPLY DEMAND
DELIVERY/SERVER
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QAre we creating a bunch of frivolous tools for lazy, convenience-obsessed people who will probably watch 1000 hours of Netflix anyway?
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Convenience is a commodity.Dig deeper.
Chapter 1: Think beyond convenience.
Kendra L. Shimmell at UX Poland 2016 @kshimmell
Beyond convenience…
Chapter 1: Think beyond convenience.
IMAGE CREDIT: NIKKI KNOX
Kendra L. Shimmell at UX Poland 2016 @kshimmell
Nikki talks about being more present with her family.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Reclaiming timeto be more present.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016
Sarahjane tells us about how she uses these services to fill gaps.
Kendra L. Shimmell at UX Poland 2016 @kshimmell
Society shifted. These platforms are filling the gaps.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Jayson wants to eat healthy and learn how to cook.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
Kendra L. Shimmell at UX Poland 2016 @kshimmell
Eating healthy and learning new skills.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
“I don’t drive. I don’t own a car. Lyft allows me to be independent and safe. To get to the places I need to get to.” - Shahrzad
“Public transit doesn’t go everywhere I need to go. I use Uber to fill the gaps.” - Jayson
“I need help moving heavy furniture.” - Anonymous
“Being able to party with friends, all get home safely, and it keeps us out of jail.“ - Many people
“Fresh Direct allows us to get groceries delivered to our house. We don’t have a car—and it’s far to walk with (several bags) of groceries.” - Christian
“The cars are usually clean and not smelly and old as many taxis are.” - Shirley
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QSo, what is missingfrom the experience?
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I miss it.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
We may dream about skipping housework and instead doing something fun and pleasurable. However, tasks which don’t make us happy can, over time, add up to a meaningful life.“SOURCE: Scientific America article, A Happy Life May Not be a Meaningful Life
“Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Nikki talks about setting a good example.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Emotional needs contain clues for new services or features.
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
PHOTO CREDIT: MACIEJ SZLACHTA
Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 1: Think beyond convenience.
PHOTO CREDIT: BUZZED ARTICLE, “THESE ARE THE TRASHY CONSEQUENCES OF BLUE APRON DELIVERY”
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I used to…IMAGE CREDIT: RYAN MCGUIRE
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
And now I…Now I…
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat is the on-demand grocery shopping experience like?
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
IMAGE CREDIT: WIKIPEDIA PAGE FOR WHOLE FOODS
It’s a trigger factory.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
I pre-shop so that someone else can then go shopping for me.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Outsourcing the doing does not mean outsourcing the work.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Better for lists.
Chapter 2: Act on my behalf.
SOURCE: HTTP://WWW.MERCURYNEWS.COM/BUSINESS/CI_25516586/INSTACART-GROCERY-DELIVERY-BUSINESS-EXPANDS-SAN-JOSE
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat can we do to make the experience better?
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Reduce work.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Instacart is really trying.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
SOURCE: YUMMLY.COM
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
IMAGE CREDIT: WIKIPEDIA PAGE FOR WHOLE FOODS
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
For dinner parties,the experience sucks.
IMAGE CREDIT: DYLAN SIMEL
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: CHRISTY LANE CAMPBELL
Understand my goal.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
The apples look horrible. Maybe blueberry pie?
Chapter 2: Act on my behalf.
IMAGE CREDIT: KATIE CHASE
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Act on my behalf.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Get to know me.
Chapter 2: Act on my behalf.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 2: Act on my behalf.
SOURCE: YUMMLY.COM
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Onboard your workforce.
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QHow does onboarding and training work today?
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Anonymous talks about his experience onboarding with Uber and Lyft.
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Onboard every day.
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Keep it top of mind.
Chapter 3: Know your stuff.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: JOSH DEHONNEY
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat is the experience of driving/delivering on-demand like?
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhy does it take so long? It said you were 3 minutes away…
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Sometimes that 3 minutes feels like it lasts forever.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
John explains that the app has cut off his ability to reset expectations.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Enable better communication.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QI get picked up from work all the time, yet they never know where I am. Why is that?
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Fix the bridge.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QI can never figure out which car is mine. Have you had this problem on your end?
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Make it easier to recognize one another.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QAny other advice?
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Minimize the variables.or make it so the variables don’t matter.
Chapter 4: Choreograph the logistical nightmare.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Signal the behavior that you
want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QHow does the brand influence behavior?
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: UBER
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: LYFT
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
SOURCE: http://www.shareable.net/blog/riders-delight-how-two-lyft-drivers-bring-the-party-to-the-people
Chapter 5: Signal the behavior you want.
SOURCE: http://nypost.com/2015/01/27/lyft-drops-pink-furry-mustache-debuts-glowstache/
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
The customers that you attract are a big part of the overall experience.
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Anonymous Driver tells us what pisses him off.
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: UBER
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: LYFT
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QDo ratings provide helpful feedback?
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Use ratings to fine-tune, not to course correct.
Chapter 5: Signal the behavior you want.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Make only new mistakes.
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
IMAGE CREDIT: http://techcrunch.com/2014/12/23/lyft-now-lets-you-split-fares-with-friends-for-a-25-cent-fee/
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Let us talk to humans.
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QTell me a story about a time when things didn’t go well.
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Never make the bullshit excuse, “It’s out of our control.”
Chapter 6: Be accountable.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
John explains that there are never enough drivers.
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Supply
Demand
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat can be done?
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Incentivize drivers to drive, and position supply closer to demand.
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
And, look for ways to increase capacity.
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 7: Balance the marketplace.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Love the peoplethat power your
platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
SOURCE: WIKIPEDIA
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Love = love.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWho are these people that are driving, shopping, delivering, and serving us?
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
SOURCE: Quickbooks Survey 2015
7.6MUS workers (by 2020)
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Jenny, John, Anonymous Driver, and Justin explain why they work on these platforms.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
SOURCE: Intuit Inc., Dispatches From the New Economy
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat is the biggest challenge for the business?
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Churn is bad for the platform and for thecustomers’ experience.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
SOURCE: http://nextjuggernaut.com/blog/uber-business-model-canvas-what-led-to-uber-success/
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
SOURCE: TREASURESANDTRAVELSBLOG.COM/BLOG/2013/11/6/CUSTOMIZE-YOUR-STARBUCKS
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QWhat will incentivize workers to stay on the platform?
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
“Incentives like healthcare or something like that and vacation or something. That’s an incentive for us to be counted on. “- John (Washio driver)
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
No more bait and switch.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Help them run a business.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
SOURCE: SHERPASHARE.COM
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
SOURCE: SHERPASHARE.COM
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Q
What are some ways to unify the workforce?
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Jennifer shares some ideas on ways to unify the workforce.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
(He asked me to cover his face.)
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Give them co-workers, and opportunities to collaborate.
Chapter 8: Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Chapter 8: Love the people that power your platform.
SOURCE: WIKIPEDIA
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
QIs this our future?
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
There is work to do. Are you in?
Prologue
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Principle:
Think beyond convenience.
Principle:
Act on mybehalf.
Principle:
Know your stuff.
Principle:
Choreographthe logisticalnightmare.
Principle:
Signal the behavior you want.
Principle:
Be accountable.
Principle:
Balance the marketplace.
Principle:
Love the people that power your platform.
Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell
Kendra L. Shimmell@kshimmell#uxpoland2016
Thanks! Cooper loves you.