The Future of Document Design and Craetion

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The influence of Big Data and Mobile Only on "document" based communications.

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The Future of Document Design and Craetion

  1. 1. The Future of Document Design and Creation The influence of Big Data and Mobile only on “document” based communications
  2. 2. Agenda Does document design needs to stop thinking about A4 documents? • • • • • • From mobile first to mobile only Big Data and the world of Google E-Commerce – the Customer Journey Customer Experience Management An Insurance case story The new document creator
  3. 3. From Mobile First to Mobile Only
  4. 4. Mobile – it’s not a trend, it’s a fact! • 70% of devices sold in 2012 were smart devices • 40% of Internet time now on mobile devices • 1.5m Android activations every day
  5. 5. Sharing personal information Willingness to share personal information with a mobile app. • • • • • 85.4% 63.5% 51.8% 43.0% 12.4% e-mail address name gender location address
  6. 6. Big Data – You are being watched
  7. 7. Do we need to be afraid?
  8. 8. Personalized information by Google
  9. 9. What if? The Chief Marketing Officer … could predict the right offer for the right customer at the right time and improve customer intimacy or prevent churn?
  10. 10. E- C- Commerce!
  11. 11. The Customer Journey
  12. 12. The value of “paper”
  13. 13. The value of “documents”
  14. 14. Understanding the local differences • Every month • Once a year
  15. 15. An Insurance case study (1) Pension Statements • Current – Several brands – 16 page full colour – 450.000 per year (active members) – Cost of € 3.00 per statement • New – Digitally sent – 4.000 of 13.000 said “yes” – Cost of € 1.30 per statement (1.10 production, 0.60 stamp) – Digitally signed
  16. 16. An Insurance case study (2) Insurance Policy • Current – – – – Policy renewal – 4mio members Letter, policies Standard T&C’s Labour intensive • New – PDF (screen format) – Highly personalized – Cross-sell and up-sell
  17. 17. An Insurance case study (3) Volume developments Lessons learned • • • • • • Understand the local regulations. • Know what a Digital Signature is or can be. • Print to PDF is not the answer. 2014 2015 2016 2017 2018 90 mio 72 mio 58 mio 46 mio 37 mio
  18. 18. Document Creation – The Old Way VARIABLE DATA A4 DOCUMENT DESIGN BUSINESS RULES
  19. 19. The Customer Experience
  20. 20. Creating a Strategy • What’s your corporate mission and vision statement? • What are the main business goals? • How many times are production errors corrected by the operators? • Who owns the document content? • You’re in charge of the change!
  21. 21. The White Paper Factory • The rise of the Continous Feed full-colour digital presses. • Transactional volume is slightly decreasing. – B&W - high fall – Color – increase • The envelope as marketing source! • The option to sent the relevant message to the recipient.
  22. 22. The Communication Hub Channel Management • Paper • Customer portal • Mobile & Tablet • PDF • E-Mail & Attachments • Text (SMS) • Digital payments • Digital Mailbox Services
  23. 23. Print and Digital
  24. 24. The New Document Designer • Starts with a Document Communication Strategy • Understands Customer Analytics and Big Data • Knows the local law and regulations • New technology adapt (PDF-A, PDF-UA, HTML5, QR, pURL, WPF) • Creates the Communication Hub
  25. 25. Oscar Dubbeldam Strategy Partners oscar.dubbeldam@strategy-partners.nl

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