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Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
Designing for the Multi-Device, Hyper-Connected Consumer
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Designing for the Multi-Device, Hyper-Connected Consumer

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  • Nearly every customer completes some portion of their vehicle purchasing research online. As a result, GM shopping sites are an integral part of the purchase process– providing consumers valuable information, and dealers valuable leads. In order to continue to innovate that experience, as well as to make it easier to manage, change and more efficient, GM has undertaken a massive project with MRM to consolidate and standardize their global websites to one CMS platform. GM is very proud of this massive undertaking. Achieving success on a project of this scope will require: a multi-year commitment to build and maintain require heads down commitment and hard work need a laser focus on delivery and program management and as a result risk taking eyes off of the ball of long term, ongoing innovation
  • In light of these trends and circumstances, it is no surprise that General Motors felt compelled to focus on innovation. GM has always and continues to have very strong focus on product innovation, but they wanted to make sure that they continue to innovate in the arena where consumers learn about, shop and buy their vehicles. While much of the world has changed – the retail car buying environment has not changed much.
  • “New” = Reduce usage friction via better processing power + improved user interface + smaller form factor + lower prices + expanded services
  • Transcript

    • 1. Designing for the Multi-Device-Owning, Attention-Short, Hyper-Connected Consumer<br />April 2011<br />
    • 2. ONE PLATFORM PUSHING TO OVER 500 WEBSITES WORLDWIDE<br />
    • 3. A PLATFORM WITHOUT INNOVATION IS A BROKEN ONE<br />
    • 4. HOW DO WE DEFINE “INNOVATION”?<br />Comprehend and combine data, information & research to discover the heart of consumer and market behavior then identify the real opportunity for our platforms and brands. <br />Insights<br />Data & Analytics<br /><ul><li>Behavior data
    • 5. Survey data
    • 6. Performance metrics</li></ul>Research<br /><ul><li>Publicly available research
    • 7. Purchased researched
    • 8. Commissioned research projects
    • 9. Usability</li></ul>Tools<br /><ul><li>Consumer Trends
    • 10. Competitive landscape
    • 11. Content framework
    • 12. Technology landscape</li></ul>Using insights - Introduce new things: new platforms - new applications within platforms<br />Innovation<br />New Platforms / Applications (examples)<br /><ul><li>Brand experiences on connected television
    • 13. Augmented reality as an ‘in theworld’ shopping tool</li></ul>Platform Evolution (examples)<br /><ul><li>Integrate facebook into brand.com
    • 14. Integrate KBB User Reviews into brand.com
    • 15. Provide better integration and eCommerceopportunity</li></ul>Platform Re-Imagine (examples)<br /><ul><li>Develop personalized shopping experiences
    • 16. Leverage facebook integration to connect shopper and owner experiences</li></li></ul><li>IT’S A SHOPPING PARADIGM IN NEED OF INNOVATION<br /> THE ONLINE EXPERIENCE ISN’T MUCH BETTER…<br />
    • 17. WHILE ONLINE (AND OFFLINE) SHOPPING ITSELF IS EVOLVING<br />
    • 18. AND THAT IS JUST THE NORMAL EVERYDAY PC…3 THINGS WE KNOW ABOUT “EMERGING” DEVICES<br />
    • 19. #1 : PEOPLE ARE BUYING MORE SMARTPHONES<br />Source: Morgan Stanley Internet Trends 6/2010<br />
    • 20. #2 : OWNING A SMARTPHONE CHANGES WHAT PEOPLE DO<br /> Nearly all smartphone owners have done at least one of these actions, while over 50% of feature phone users have not performed any actions.<br />Source: Forrester Q2 2010<br />
    • 21. #3 : OWNING A SMARTPHONE CHANGES WHAT PEOPLE EXPECT<br />
    • 22. 1-2-3 RINSE + REPEAT: IT’S MORE THAN JUST SMARTPHONES!!<br />Source: Morgan Stanley Internet Trends 6/2010<br />
    • 23. WE ARE CREATING A HYPERCONNECTED MULTI-DEVICE ECOSYSTEM<br />
    • 24. IT’S A CONFUSING LANDSCAPE OVER WHAT IS BEST FOR WHAT<br />IS IT A GAMING CONSOLE?<br />IS IT A LAPTOP?<br />IS IT A PHONE?<br />IS IT A CAMERA?<br />
    • 25. WELL… IT DEPENDS ON THE TIME OF DAY & WHERE YOU SIT<br />The Sofa Effect<br />
    • 26. OR EVEN WHAT CONTENT YOU MIGHT BE READING<br />The Morning Headlines<br />
    • 27. ONE OF THE TOOLS IN OUR 2011 TOOLBOX…11 CONSUMER TRENDS DRIVING DIGITAL INNOVATION<br />POWER OF NOW<br />CONCEIRGE CULTURE<br />CONSUMER CONTROL<br />EVOLUTION OF COMMERCE<br />COUPON CHIC<br />WORLDS COLLIDE<br />BRAND ME<br />KNOW ME<br />SEAMLESS EXPERIENCES<br /> WORLD’S A GAME<br /> ATTENTION MANAGEMENT<br />POWER OF NOW ✔<br />CONCEIRGE CULTURE ✔<br />CONSUMER CONTROL<br />EVOLUTION OF COMMERCE<br />COUPON CHIC<br />WORLDS COLLIDE ✔<br />BRAND ME<br />KNOW ME ✔<br />SEAMLESS EXPERIENCES✔<br /> WORLD’S A GAME<br />ATTENTION MANAGEMENT ✔<br />
    • 28. DESIGNING FOR THE DIGITAL NOMAD<br />
    • 29. TAKING IT WITH ME WHEREVER<br />Seamless Experiences<br />The internet is breaking down barriers<br />New personal portable devices are creating new expectations<br />Friends and like-minded individuals are connecting with each other everywhere<br />Information needs to flowing seamlessly between sites, platforms, and devices<br />DESIGNING FOR THE DIGITAL NOMAD<br />MAKING THE REAL WORLD RICHER<br />Worlds Collide<br /><ul><li>Lines between the physical and virtual worlds are blurring
    • 30. Ubiquitous connectivity is an enabler
    • 31. Real world interactions with digital extensions are becoming commonplace
    • 32. QR codes, augmented reality, NFC, RFID, GPS tracking, SMS, and “check-ins”</li></ul>THE VALUE OF A WARM WELCOME<br />63% ofiPhoneowners use location services at least once a week. Many consumers would share their location for retail perks.MOBILE MARKETING ASSOCATION, 2010<br />FEEDING A GROWING MOBILE APPETITE<br />Roughly 70% of iPhone and Android owners access the internet at least dailyon their mobile device.FORRESTER TECHNOGRAPHICS, 2010<br />
    • 33. YELP<br />www.yelp.com<br />Local reviews and ratings<br />WHAT IT CONTAINS<br /><ul><li>Robust review site that integrates with the Facebook API to the fullest extent
    • 34. Mobile and tablet apps
    • 35. Saved information carries between devices
    • 36. Mobile app includes deals, check-ins
    • 37. Monocle view leverages augmented reality
    • 38. Open/closed indicator on mobile listings
    • 39. Tablet app includes large photos and maps</li></ul>DESIGNING FOR THE DIGITAL NOMAD<br />
    • 40. SCVNGR<br />www.scvngr.com<br />Large scale, mobile based scavenger hunt<br />WHAT IT CONTAINS<br /><ul><li>Uses GPS technology to enable “check ins” using your mobile device
    • 41. Users and businesses create challenges
    • 42. Different levels of points for different challenges (i.e. the Tin Foil Oragami)
    • 43. Points work to win real world rewards
    • 44. Integrates with Facebook Connect and Twitter API for login and sharing
    • 45. Integrates with Facebook Places for check in</li></ul>DESIGNING FOR THE DIGITAL NOMAD<br />
    • 46. GOOGLE PROJECTS<br />www.googlelabs.com<br />Google Places and Google Goggles<br />WHAT IT CONTAINS<br /><ul><li>Google Places creates official “place pages” for locations that aggregate: hours, photos, videos, coupons, reviews, maps, etc.
    • 47. NFC window stickers for business front
    • 48. Custom QR codes for business cards and more
    • 49. Google Goggles is an image recognition app
    • 50. Scan images, landmarks, barcodes, text
    • 51. Can translate, identify, solve Sudoku puzzles
    • 52. Next up: facial recognition?</li></ul>DESIGNING FOR THE DIGITAL NOMAD<br />
    • 53. SHOPKICK<br />www.shopkick.com<br />Check-in based retail rewards<br />WHAT IT CONTAINS<br /><ul><li>New inaudible sound trigger to mobile phone
    • 54. Closer location range than GPS technology(entrance, cashier, dressing room)
    • 55. Encourages foot traffic and builds database of real world consumer habits
    • 56. User collects “kickbucks” for just walking into participating stores or scanning products
    • 57. Redeems for real life rewards</li></ul>DESIGNING FOR THE DIGITAL NOMAD<br />
    • 58. EVERY UX DESIGNER AND CONTENT STRATEGIST NEEDS TO ASK:<br /><ul><li>How do we to leverage third party APIs to make it easier for the consumer to complete tasks on our site or application?
    • 59. What are the dangers of using third party APIs?
    • 60. How do we design an experience for multiple devices?
    • 61. You have to disconnection “content” and “services” from design layer
    • 62. You have to design new functionality for device-specific interactions
    • 63. You have to decide what core functionality travels between
    • 64. Should we and how do we leveraging emerging mobile technology?
    • 65. How do we communicate not just our message, but teach users how to leverage their devices in new ways?</li></ul>DESIGNING FOR THE DIGITAL NOMAD<br />
    • 66. RUNNING ON CONSUMER TIME<br />
    • 67. CONSUMERS WANT IT NOW<br />Power of Now<br />Instant gratification<br />Always on access<br />Information when and where I want it<br />Instant response via SMS, email, chat, etc.<br />Living in the moment <br />Social serendipity, we “just happen” to be in the same area at the same time<br />RUNNING ON CONSUMER TIME<br />CONSUMERS WANT IT LATER<br />Attention Management<br /><ul><li>Overscheduled lives
    • 68. Information never shuts off
    • 69. Multi-device simultaneous consumption
    • 70. Delayed media consumption
    • 71. Scheduled social engagement (tweet commentary while watching TV)
    • 72. The “back channel” conversation</li></ul>THE MULTITASKING MASSES<br />Three out of four Americans multi-task with TV and Internet. One-half of multi-taskers do this daily.<br />NIELSEN – YAHOO! STUDY, 2010<br />MY DEVICE FOR “NOW”<br />54% of automotive shoppers did mobile research while in line, waiting for an appointment, or driving to the dealership.<br />GOOGLE “THINK AUTO”, 2010<br />
    • 73. CHACHA<br />www.chacha.com<br />Mobile SMS answering service<br />WHAT IT CONTAINS<br /><ul><li>Human-powered mobile search engine
    • 74. Text your question, get an answer in minutes
    • 75. Also available via voice-enabled questions
    • 76. Quick, easy, relatively free, mostly accurate
    • 77. Other competitor service = Google SMS services, which include not just SMS search but calendar, email and blogging </li></ul>RUNNING ON CONSUMER TIME<br />
    • 78. DISNEY WOLRD WAIT TIMES<br />www.disneyparksmobile.com<br />On-site trip planning application<br />WHAT IT CONTAINS<br /><ul><li>Detailed map and GPS locator with estimated wait times updated in real-time
    • 79. Information and videos about park rides
    • 80. Dining ratings, costs, and menus
    • 81. Activity scheduler and mobile ticket purchase
    • 82. Behind the scenes… video cameras, algorithms, digital park maps spot gridlock early on
    • 83. Also available: instant wait times and answer service via SMS</li></ul>RUNNING ON CONSUMER TIME<br />
    • 84. ABC “GREY’S ANATOMY”<br />abc.go.com/shows/greys-anatomy/ipad<br />Multi-device interactive entertainment<br />WHAT IT CONTAINS<br /><ul><li>Download application and use while viewing the TV show
    • 85. Uses audio sync technology to keep aligned
    • 86. Participate in real-time: chat, quizzes, polls, behind the scenes videos
    • 87. Check-in and earn badges at virtual locations within the show
    • 88. Also works with episodes on your DVR</li></ul>RUNNING ON CONSUMER TIME<br />
    • 89. READ IT LATER<br />www.readitlaterlist.com<br />Offline + online bookmarking tool<br />WHAT IT CONTAINS<br /><ul><li>Supports multiple browsers and mobile devices
    • 90. Integrates with many popular tools such as Google Reader, Delicious, etc.
    • 91. Download and sync for offline viewing
    • 92. Intuitive mobile interface and gestures (i.e. tap to save)
    • 93. Edit, organize, or tag
    • 94. Share on social networks</li></ul>RUNNING ON CONSUMER TIME<br />
    • 95. EVERY UX DESIGNER AND CONTENT STRATEGIST NEEDS TO ASK:<br /><ul><li>How do we indicate to the user through design that this site changes?
    • 96. How do we clearly bubble up information that is relevant and new?
    • 97. How do we design experiences that work together in real-time? (often needs mechanisms that help sync it)
    • 98. How do we build content into progressive, easy to tackle steps?
    • 99. How do we make the flow easy to postpone and come back to?</li></ul>Instant response also puts a lot of pressure on creating “people” strategy, rather than a content strategy, but for many companies… they can’t man the demand. How to solve?Implement technology that helps bring real-time answers to people’s pressing questions.<br />RUNNING ON CONSUMER TIME<br />
    • 100. BEING A FULL SERVICE BRAND<br />
    • 101. WHAT YOU CAN DO FOR ME<br />Concierge Culture<br />Too much information, too much choice<br />No time or energy to evaluate the options<br />Brands become trusted tastemakers<br />Curate the information and provide the content in intuitive ways<br />Empower me through useful tools <br />Save my time and simplify my life<br />BEING A FULL SERVICE BRAND<br />WHAT I WANT, WHAT I NEED<br />Know Me<br /><ul><li>Too much information, too much choice
    • 102. Show only what is relevant to me
    • 103. Tailored to user preferences and behavior
    • 104. Content delivered based on location
    • 105. Show me what I’ve never seen before
    • 106. Predict what I might need next
    • 107. Burden of privacy and security</li></ul>THE VALUE OF A WARM WELCOME<br />Consumers are more likely to return to (55%) and buy from (48%) a site that automatically recognizes them.JANRAIN RESEARCH, 2011<br />GIVING CONSUMERS BACK THEIR TIME<br />79% of consumers are looking for waysto simplify their lives, whether it be decluttering or finding more quality time. YANKELOVICH STUDY, 2008<br />
    • 108. FLIXSTER<br />www.flixster.com<br />Movie ratings, reviews, times, tickets, and more<br />WHAT IT CONTAINS<br /><ul><li>Brings in data from multiple sources: Rotten Tomatoes, Quicktime Trailers, IMDB, etc.
    • 109. Enables buying, renting, and viewing movies through iTunes and Netflix
    • 110. Get showtimes and buy tickets through movietickets.com
    • 111. Create “want to see” lists, ratings, and reviews
    • 112. Integrates with Facebook social graph
    • 113. Apps for every device and relevant site</li></ul>BEING A FULL SERVICE BRAND<br />
    • 114. MINT<br />www.mint.com<br />Online money management software<br />WHAT IT CONTAINS<br /><ul><li>Bring in data from multiple accounts into one place to help track spending and balances
    • 115. Visualization helps compare month-to-month spending and categorize expenses
    • 116. Email or text message alerts help avoid fees and warn about budget expenditures
    • 117. Set personal finance goals
    • 118. Set a monthly budget and track it via phone and via web</li></ul>BEING A FULL SERVICE BRAND<br />
    • 119. AMAZON + FACEBOOK<br />www.amazon.com/gp/yourstore/facebook<br />Online retail meets your social graph<br />WHAT IT CONTAINS<br /><ul><li>Combines well known recommendation engine with Facebook Open Graph API
    • 120. Not just previous Amazon experience, but experience from around the web
    • 121. Pulls interests from Facebook profile
    • 122. Hit “like” on IMDB, Rotten Tomatoes, Yelp
    • 123. Birthday gift suggestions for your Facebook friends </li></ul>BEING A FULL SERVICE BRAND<br />
    • 124. TRUNK CLUB<br />www.trunkclub.com<br />Personalized clothing service for men<br />WHAT IT CONTAINS<br /><ul><li>Pick preselected looks and take style survey
    • 125. Coordinate with stylist via phone or online to give your clothing sizes and preferences
    • 126. Trunk full of clothing, free shipping both ways
    • 127. Online expert available for follow-up, feedback, and fitting advice
    • 128. Pay only for what you keep</li></ul>BEING A FULL SERVICE BRAND<br />
    • 129. EVERY UX DESIGNER AND CONTENT STRATEGIST NEEDS TO ASK:<br /><ul><li>How do we create a common design language, while retaining the trusted brand image of the third party content sources?
    • 130. How do we chunk information into easy to digest, easy to skim, categorized bits?
    • 131. How do we build consumer trust around use of their personal information? Through clear directions, logic, reasoning, disclosures, etc.
    • 132. When do we give consumers an “out”? How do we give them different levels to which to engage?
    • 133. How do we make “personalized” sections of site seamless, focused, natural, and not an after thought… and have enough unique content to support a truly personal experience?</li></ul>BEING A FULL SERVICE BRAND<br />
    • 134. THE WORLD IS CHANGING. THE WORLD HAS CHANGED.HOW DO WE DESIGN FOR TOMORROW?<br />
    • 135. IT’S NOT ABOUT MORE SCREENS<br />Every “screen” is attached to a device that does something different. That I use for a different purpose in my life, and often I am using them at the same time.<br />IT’S NOT ABOUT MORE ACCESS<br />It’s about finding the answers I need at the moment I need it, and postponing my consumption if I don’t have the time. It’s about experiences that operate on my schedule.<br />IT’S NOT ABOUT MORE CONTENT<br />It’s about the right content tailored to who I am, what I like, and the choices I have to make. It’s about making it easier for me by doing the heavy lifting for me.<br />PUTTING MORE STUFF ON MORE SCREENS… ONLY FASTER!!!<br />
    • 136. IT’S ABOUT CREATING TOOLS THAT SPEAK THEIR POWER<br />USE ME WHEN YOU WANT SOME QUICK VALIDATION<br />USE ME TO MAKE SURE YOU AREN’T FORGETTING SOMETHING<br />USE ME WHEN YOU ARE BORED AND WANT TO EXPLORE FOR A WHILE<br />
    • 137. THANK YOU!!!<br />MARTA STRICKLANDINNOVATION DIRECTORMRM WORLDWIDE<br />MARTA.STRICKLAND@MRMWORLDWIDE<br />@MARTASTRICKLAND<br />

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