The Age of the User

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This keynote presentation focuses on the ever growing importance of positive, meaningful, lasting customer experiences.

This keynote presentation focuses on the ever growing importance of positive, meaningful, lasting customer experiences.

More in: Design , Business , Technology
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  • 1. We are living in an everfaster-moving world. Customerexpectations are growing rapidly, innovation cycles arespeeding up. There are fundamental shifts of power: consumersreward brands with loyalty – when they sense authentic behavior andtrue responsibility. What does it take to lead in this world?
  • 2. Experiences. A few thoughts on how weInspiringintegrate amazing talent, IP, and drive for the benefit of the user.I am Florian Vollmer SVP Design and Principal at InfoRetail. @florianvollmer is my twitter handle, www.inforetail.com is ourwebsite. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 3. Styling Craft ConnectionInteraction © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 4. Industrial DesignGeorgia Institute of Technology College of Computing: HCI and Ubicomp School of Literature, Communications, Culture © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 5. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 6. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 7. www.inforetail.com www.gatech.edu © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 8. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 9. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 10. Responsive SolutionManagement © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 11. Responsible Design Responsive SolutionManagement © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 12. Integrative Responsible Strategy Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 13. Focus © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 14. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 15. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 16. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 17. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 18. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 19. Inspire Experience
  • 20. Experiences are deeply personal © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 21. Drivers: Explorations © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 22. Consumer ≠ Customer ≠ UserMarketing Design UX © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 23. The Age of the Customer 2010- Empowered BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 24. The Age of the Information Customer 1990-2010 2010- Free Information Empowered Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 25. The Age of the Distribution Information Customer 1960-1990 1990-2010 2010- Interconnected Free Information Empowered Systems Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 26. The Age of the Manufacturing Distribution Information Customer 1900-1960 1960-1990 1990-2010 2010- Industrial Interconnected Free Information Empowered Processes Systems Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 27. Best Buy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 28. Smartphones have taken the lead 50% 38% 25% 13% 0% Smartphone Other cell phone No cell phone May 2011 Feb 2012Princeton Survey Research Associates International via Statista © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 29. Connected Consumer © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 30. Connected “Super User” ConsumerSource: Deloitte, 2012 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 31. Connected ... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 32. Drivers: Effects © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 33. TheDelta © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 34. A new formulaH2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 35. A new formulaH2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 36. A new complexityService Environments4000 flights716 planes80,000 employees © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 37. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 38. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 39. Rich, Engaging... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 40. Meaningful! © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 41. 130 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 42. Simplexity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 43. TheUbiquitous Enterpreneur © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 44. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 45. New ConceptUnbuy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 46. Multiplicity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 47. Drivers: Enablers © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 48. Curating Life © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 49. Convergent Devices © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 50. Source: Flickr.com © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 51. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock DematerializationGame ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 52. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock “Instantification”Game ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 53. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock “Micro-Convergence”Game ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 54. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 55. Mass Customization © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 56. Layers of Reality (“Cyborgs”) © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 57. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 58. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 59. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 60. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  • 61. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  • 62. A Rhizome of Touchpoints © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 63. Drivers: Engagements © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 64. Lord Content © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 65. Amazing Company Cultures © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 66. Firms that have an amazingculture
  • 67. mCommerce Customer Product Sales Social eCommerce Environment PresentationTraditional Engagement Ownership Media Media Experience © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 68. mCommerce Customer Product Sales Social eCommerce Environment PresentationTraditional Engagement Ownership Media Media Experience Strategy Design Execution © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 69. So what? © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 70. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 71. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 72. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 73. Culture Stakeholder True Integration Ownership & in Activation Touchpoint Amazing Brands as Meaningful Customer Life Lives – Experiences Partners Profitable Brands © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 74. Together. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 75. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 76. Text http://www.census.gov/cgi-bin/briefroom/BriefRm © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 77. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 78. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 79. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 80. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 81. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 82. Thank you! © Florian Vollmer & Info Retail 2012 – www.inforetail.com