Fjord @ Smart device and mobile user experience summit

DESIGNING FOR A MOBILEAND CONNECTED WORLDSmart Device & Mobile User Experience Summit 2011Daniel Harris, Service Design Lead

Designing for the Internet of the world

MICROSOFT VISION

THE EVOLUTION IN SERVICE DESIGN PRACTICE Engagement Of Course WOW Time

PEOPLE

SERVICES

THE BRAND CHALLENGE Broadcast Media Digital Media Physical experience Liquid experience Liquid experience { { Visual: One-way. Largely static Spatial: Multi-way. Highly interactive Skills, methods & tools Skills, methods & tools Defined & Understood Not Defined k promises” tial to brea M ore “potenVisual Behavioral Scale of harm done V Scale of opportunity Slide 17 © Fjord 2010 | Confidential

WE CALL IT BRAND DNA APPEARANCE BEHAVIOUR PERFORMANCE APPEARANCE AUTHENTIC EXPECTED RECOGNISED BEHAVIOURS PERFORMANCE ANYWHERE DELIVERED GUARANTEEDSlide 18 © Fjord 2010 | Confidential

CONTEXT WILL DRIVE FUTURE EXPERIENCES Personal/Situational Technological Who Device (Laptop, Desktop, are you Location Smartphone, Where Who are Tablet…) are with? (GPS, NFC…) you? you? (Generally) Who are Personal you now? Delivery Network How much (Behavior) (Contacts, Friends, time have Technology Social Platform) you got? (SMS, Mobile, Web, What are Application…) you trying What to do? What do Operating did you just do? you Access System What Technology (iOS, Android, need? are you (2G, 3G, 4G, HSDPA, Symbian…) doing? Wifi….) Filter Agregate Toggle on/off Share/ Control Connect

THANK YOU!@harrisdaniel@fjord

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Fjord @ Smart device and mobile user experience summit

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