Micro-Interactions In a  2.0 World David Armano , VP, Experience Design Critical Mass / criticalmass.com Blog:  darmano.ty...
Some Things  Don’t Change
Meet Randy Pausch Dad Husband Scientist Author Living With Cancer
Disney’s $100,000 Salt + Pepper Shaker
“ If I sent a child into one of your stores with a broken salt and pepper shaker today, would your policies allow your wor...
“… the executives squirm at the question. They know the answer:  Probably not .”  ~Randy Pausch
Some Things  Do
#3
The Marketing Funnel  Isn’t Linear (heck, it’s not even a funnel)
 
Consumer Behavior is  Changing
From Passive Consumption To Active Participation
Technology Has  Changed  Too
From Front + Back Ends… http://www.flickr.com/photos/borkweb/113862641/sizes/o/
… To Endless Fragmentation of Services http://www.flickr.com/photos/stabilo-boss/93136022/sizes/o/
Services Which Can Be Mixed + Mashed Like Melodies Intel Mash Maker suggests customizations and widgets. (Credit: Intel)
The End Result Are Touch Points Which Seem  Infinite
We  Influence  Each Other Differently
From Celebrities + Public Figures
From Celebrities … To Anyone + Everyone
We  Broadcast to Each Other LIVE
 
 
 
We Trust People Who Are  Like US
 
 
A Brand Is Not What  YOU  Say it is. It’s What  THEY  Say it is.
Source: brand tags
We Want  More From  Brands
Less Promises
… More Actions “ Companies stage an  experience  when they engage customers in a memorable way”
Interactions Which Engage, Enable, + Empower
 
From Brochure-Like Websites… Website (1999)
… To Everyday Experiences + Interactions Brand Experience (2007) 1 3 2
And Brands That Merge Personality With Utility 1 3 2
 
Engagement  is the New  Sticky
 
 
Your Brand Is The Sum of its  Interactions
 
What Are Your Gumball Machines? little things matter
“ Micro-interactions”   Are Fast Becoming The Building Blocks of  Brand 2.0 (Google is leading the way)
 
Want To Get  “Googley?” Get The Basics Right
 
… And Embrace Change
A Business Model That Didn’t Adapt
From Websites To  Web Applications
 
Distribution   is the New Centralized
 
The  Social Experience  Is Composed of Millions of  Micro-interactions
 
Some Brands Are  Adapting
 
 
Faceless Companies Now Have Faces =
Hi David .  Enjoyed  reading the dialogue  here about keeping up with the real world versus the omnipresent school demands...
Micro-interactions Become Especially Important When Brands  Stumble
What If Apple’s “Beige” Period Happened in a 2.0 World?
Starbucks
Going Back To Roots Re-Training Staff Improving Product Providing Better Experience Engaging Customers Along The Way…
 
And “Social Media” Is  Evolving (Micro Media)
Twitter Evolving Into A Multi-Touchpoint Conversation Ecosystem Desktop widgets/applications Web widgets Mobile Web versio...
Brands Moving From “Canned” to “Live” Direct Engagement 1 2 3 4
Is Your Brand At a  Crossroads?
 
Positive Interactions Trust Loyalty
Welcome To Life In a 2.0  World
From Passive  Macro Fixed Static Messages Formal Dictation Finite Staged Faceless Promises To Active Micro Portable Live I...
Or More Simply,  Put People   First
Treat Everyone  Like An Influencer. Make Every Interaction Count.
Micro-Interactions In a  2.0 World David Armano , VP, Experience Design Critical Mass / criticalmass.com Blog:  darmano.ty...
Upcoming SlideShare
Loading in...5
×

Micro-Interactions

1,556

Published on

"We live in a world where the little things really do matter. Each encounter, no matter how brief, is a micro-interaction which makes a deposit or withdrawal from our rational and emotional subconscious. The sum of these interactions and encounters adds up to how we feel about a particular product, brand or service. Little things. Feelings. They influence our everyday behaviors more than we realize."

Published in: Business, Technology
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,556
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
25
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • Micro-Interactions

    1. 1. Micro-Interactions In a 2.0 World David Armano , VP, Experience Design Critical Mass / criticalmass.com Blog: darmano.typepad.com Twitter: twitter.com/armano
    2. 2. Some Things Don’t Change
    3. 3. Meet Randy Pausch Dad Husband Scientist Author Living With Cancer
    4. 4. Disney’s $100,000 Salt + Pepper Shaker
    5. 5. “ If I sent a child into one of your stores with a broken salt and pepper shaker today, would your policies allow your workers to be kind enough to replace it?” ~Randy Pausch
    6. 6. “… the executives squirm at the question. They know the answer: Probably not .” ~Randy Pausch
    7. 7. Some Things Do
    8. 8. #3
    9. 9. The Marketing Funnel Isn’t Linear (heck, it’s not even a funnel)
    10. 11. Consumer Behavior is Changing
    11. 12. From Passive Consumption To Active Participation
    12. 13. Technology Has Changed Too
    13. 14. From Front + Back Ends… http://www.flickr.com/photos/borkweb/113862641/sizes/o/
    14. 15. … To Endless Fragmentation of Services http://www.flickr.com/photos/stabilo-boss/93136022/sizes/o/
    15. 16. Services Which Can Be Mixed + Mashed Like Melodies Intel Mash Maker suggests customizations and widgets. (Credit: Intel)
    16. 17. The End Result Are Touch Points Which Seem Infinite
    17. 18. We Influence Each Other Differently
    18. 19. From Celebrities + Public Figures
    19. 20. From Celebrities … To Anyone + Everyone
    20. 21. We Broadcast to Each Other LIVE
    21. 25. We Trust People Who Are Like US
    22. 28. A Brand Is Not What YOU Say it is. It’s What THEY Say it is.
    23. 29. Source: brand tags
    24. 30. We Want More From Brands
    25. 31. Less Promises
    26. 32. … More Actions “ Companies stage an experience when they engage customers in a memorable way”
    27. 33. Interactions Which Engage, Enable, + Empower
    28. 35. From Brochure-Like Websites… Website (1999)
    29. 36. … To Everyday Experiences + Interactions Brand Experience (2007) 1 3 2
    30. 37. And Brands That Merge Personality With Utility 1 3 2
    31. 39. Engagement is the New Sticky
    32. 42. Your Brand Is The Sum of its Interactions
    33. 44. What Are Your Gumball Machines? little things matter
    34. 45. “ Micro-interactions” Are Fast Becoming The Building Blocks of Brand 2.0 (Google is leading the way)
    35. 47. Want To Get “Googley?” Get The Basics Right
    36. 49. … And Embrace Change
    37. 50. A Business Model That Didn’t Adapt
    38. 51. From Websites To Web Applications
    39. 53. Distribution is the New Centralized
    40. 55. The Social Experience Is Composed of Millions of Micro-interactions
    41. 57. Some Brands Are Adapting
    42. 60. Faceless Companies Now Have Faces =
    43. 61. Hi David . Enjoyed reading the dialogue here about keeping up with the real world versus the omnipresent school demands. Thought your talk at Loyola sounded like a good one. As you point out Jeff Jarvis and Dell are certainly integral case studies to be learned from....in the same way that we at Dell learned . Not sure there is any specific roadmap. Certainly we learn everyday from our conversations at Direct2dell; around the blogosphere; at StudioDell; in SecondLife;Michael Dell's meeting with bloggers at the Consumer Electronics show and at Dell's IdeaStorm...and all of that is leading to exciting new chapters for us as we engage direct with customers using various digital media. Should you ever want more detailed information about our journey beyond Dell hell, please let us know. Posted by: RichardatDELL
    44. 62. Micro-interactions Become Especially Important When Brands Stumble
    45. 63. What If Apple’s “Beige” Period Happened in a 2.0 World?
    46. 64. Starbucks
    47. 65. Going Back To Roots Re-Training Staff Improving Product Providing Better Experience Engaging Customers Along The Way…
    48. 67. And “Social Media” Is Evolving (Micro Media)
    49. 68. Twitter Evolving Into A Multi-Touchpoint Conversation Ecosystem Desktop widgets/applications Web widgets Mobile Web version Mash Ups Start page / feeds Virtual words 1 2 3 4 5 6 7
    50. 69. Brands Moving From “Canned” to “Live” Direct Engagement 1 2 3 4
    51. 70. Is Your Brand At a Crossroads?
    52. 72. Positive Interactions Trust Loyalty
    53. 73. Welcome To Life In a 2.0 World
    54. 74. From Passive Macro Fixed Static Messages Formal Dictation Finite Staged Faceless Promises To Active Micro Portable Live Interactions Informal Conversation Infinite Improvised Personalities Actions
    55. 75. Or More Simply, Put People First
    56. 76. Treat Everyone Like An Influencer. Make Every Interaction Count.
    57. 77. Micro-Interactions In a 2.0 World David Armano , VP, Experience Design Critical Mass / criticalmass.com Blog: darmano.typepad.com Twitter: twitter.com/armano
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×