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Consumer Centered Service Development - First Tuesday 23rd may 2006
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Consumer Centered Service Development - First Tuesday 23rd may 2006



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  • 1. The Digital Society Driven by consumer-centered design Francis D’Silva First Tuesday, Oslo 2006-05-23
  • 2. Choices in lifestyles and the proliferation of technology present some interesting opportunities Life’s Pressures... …Create Demand for Simplification • Decreasing Available Time • Simplify Daily Life • Increasing Complexity of Choice • Assimilate Information Faster • Increasing Responsibility • Rely on Predictable Results • Increasing Financial Constraints • Enjoy Freedom to Be Flexible © 2006 Accenture. All rights reserved. 2
  • 3. Digital services can be broadly categorized into at least four areas Citizen & Care Home Virtual Work and Entertainment services Management learning Entertainment on Avail of Citizen Security, Support and Demand, From Services and fulfil Convenience, Connections for Any Room, on obligations – in and Energy Work and Any Device – particular Health Efficiency at Education without Even Outside the Care Home Leaving Home Home © 2006 Accenture. All rights reserved. 3
  • 4. Accenture believes* the time is right for new delivery and business models for converged solutions Home Entertainment Management Put the consumer at the center of Citizen & Care convergence Virtual Work Services and Learning Global Accenture survey, 2005 (2600 consumers in 5 countries) © 2006 Accenture. All rights reserved. 4
  • 5. Orchestrating digital services is not without it’s challenges More complex/ As solutions become connected solutions more embedded in make it difficult for consumer lifestyle, any one company to consumers are more address consumer vulnerable and needs dependent on services Service Delivery Challenges Service delivery is Diverse expensive and often customers needs inefficient dictate differentiated services offerings © 2006 Accenture. All rights reserved. 5
  • 6. Striking the balance between products (seller) and intentions (buyer) What is offered…. … and customer intentions Government services Citizen support eMail Online banking Conducting secure Flexibility in work financial transactions Broadband Online shopping Entertainment Security services Make life at home Feel safe at home more fun Insurance Can Norway show the way? Sure, as a test-bed for digital services for society © 2006 Accenture. All rights reserved. 6
  • 7. Nasjonal dugnad for et “digital kompetanseløft”!! • Active cooperation between business and the public sector • Facilitation from academia and business organisations • Leverage user communities © 2006 Accenture. All rights reserved. 7
  • 8. Accenture Forskningsfond bevilger 3,2 millioner til 2 forskningsprosjekter ved NTNU og BI • Innovasjon og forretningsmodeller i digitale verdinettverk (BI – 1,8 MNOK) • F&U innenfor trådløs bredbåndsinfrastruktur (NTNU – 1,4 MNOK) • Kontakt: Eirik Andersen © 2006 Accenture. All rights reserved. 8
  • 9. Takk for meg! © 2006 Accenture. All rights reserved. 9
  • 10. 1980’s Today • IBM-compatible PC architecture • Multiple devices MP3 players to PCs • Ethernet and LAN • Internet (Bluetooth, UWB, Wimax…) • Client-server architecture • Service-Oriented architecture • User-centered design • Consumer-centered design © 2006 Accenture. All rights reserved. 10
  • 11. Today’s home is increasingly digital, opening vast possibilities for interconnected devices and the delivery of new consumer solutions. Yesterday Today Digital Analog Satellite Home Automation Wireless Camera PC Digital TV Camera PC Laptop Wireless DTV Mobile Wireless Stereo VCR/STB Phone DVD/STB Stereo Game Phone console Landline PVR Mobile Mobile Single Pipe Cable Game Music Player • Small # of devices; very few digital; • Large # of devices; increasingly digital; largely remain in the home travel with the consumer • Lack of wireless; limited • Growing wireless and device interconnectivity between devices interconnectivity • Dial-up • Broadband • Inflexible access to content • Content anytime, anywhere, anyplace • Easy to operate; single function; • Complex; multi-function; require more minimal assistance required learning © 2006 Accenture. All rights reserved. 11
  • 12. Technology Lab - Fornebu © 2006 Accenture. All rights reserved. 12