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What difference will launching
innovative mobile apps bring to your
business?
• Where apps have come from
• Some characteristics of innovative mobile apps
• Service innovation
A brief history of apps
First, there was the
World Wide Web.
Online access was a phenomenon
The early Web
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SIGNA
L
NOISE
The early Web
The mature Web
Information and utility
Mature web
www
Mature web
www
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Marketing Web
Service Web
www
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Marketing Web
Service Web
www
SIGNA
L
NOISE
Mature web
Gadgets and widgets
There’s an app for that
Apps
appapp app
Apps
appapp app
SIGNAL
NOISE
5 Characteristics
of
innovative
mobile apps
1. Don’t reinvent
shopkick,
2010
BBC News,
2009
2. Work with the
device affordances
Shazam, 2009
3. Over deliver on
a user need
Ocado, 2009
4. Be a prosthesis
Find a property,
2009
5. Focus on input
Downloaded
five million
times in the
first few days
(http://www.mobile-
ent.biz)
Skype, 2009
iPad
Service Innovation
The Service level
Service
Delivery
Mapping touchpoints across time
• Example: VF roaming
Service operation components
SERVICE
Apps
Devices
Business models
Data
User needs
Back end
$1.5bn in transactions
forecast for 2010
http://www.mobile-ent.biz
Built upon the hugely
successful Red Laser
platform: downloaded
2m times
http://www.mobile-ent.biz
Ebay Buying Ebay Selling
Facebook, 2009
Collaborate and observe
Thank you 

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Designing innovative apps - Fjord

Editor's Notes

  1. Hi its me. Fjord
  2. So where did apps come from? What demand was developed? Use heritage to maximise business
  3. it was a phenomenon. Cast your mind back to 1995
  4. It was a time of exploration A fumble in the dark! Didn’t matter - no expectations
  5. When you found something good, you stuck to it. There was little competition
  6. So Signal to noise ratio was Quite high, although it was bearable - because these were exciting times
  7. As the web got bigger, it became recognised as a major destination for TOOLS and UTILITIES
  8. The service web matured. Explosion of e-commerce, e-learning, e-mail, social networking, and aggregator services
  9. The web split to marketing and service It became harder to find the right SOLUTION
  10. The web was and still is, noisy But a solution to this noise emerged, and it came first from the OS space...
  11. It was the widget. or the gadget, depending on your OS preference They were the first devices to identify a need to distill services to their core They helped people avoid opening their browser They provided a GLANCEABLE view - a major driver for what we have today....
  12. Apps. They carried this glancability into a more appropriate context - mobile They offered ownership And the ergonomic factor of the ‘To hand’ experience has helped to drive the success of the app market
  13. Apps provided a way to complete 1 task very efficiently + together with apples distribution model, they were discoverable
  14. It’s this need to reduce noise, this need for clarity that’s so attractive in a complex world - is where apps have come from So this is the present. Well it was the present.
  15. But now the trouble is the app market is becoming noisy. How do you choose a todo app? And how do you choose on android with 3rd party, developer, device appstores, amazon app store!? let alone the messy android appstore Its’ about standing out. People talk about apps. Over a fifth of female smartphone owners discovered their fave app from a friend recommendation (http://www.mobile-ent.biz). So what do they talk about when they talk about apps?
  16. I had a think with my collegues at Fjord about what those conversations sound like So i have 5 app characteristics that people may talk about when describing their favourite apps.
  17. They might talk about simplicity. For developers this means not inventing, but building on other work; connect ideas, data, interactions, and people together App simplicity manifests as the app fitting snuggly into user’s exisitng frames of reference - the services they user, their interactions patterns
  18. Shop kick found that GPS was unreliable, so went with a listener. They built on what was right and wrong with foursquare and gowala
  19. BBC News app innovates on the new browsing pattern Instead of a list, glancable news bites can be horizontally browsed to create a great ‘news snacking’ experience
  20. They’re also talking about apps as if they were tools. For us, that means working with the affordances of the device Personal, GPS, Screen, Microphone, Socialble, to hand, ‘owned’
  21. Shazam works with the device so closely Very successful – the company increased its revenue by 60% to £7.3m since the lauch of the app in the apple appstore. And it has driven the sale and dowload of some 260k music tracks per day. This shows how once people could ‘own’ the service in the app form, rather than calling the service, it started to really make a diff Not bad for the simple ergonomic choice to use the mic of the device
  22. They talk about apps that just work – for a specific situation – and even more if the app does more than they expect
  23. meeting the needs of shopping list makers then exceeds them by offering a super shopping list where you can change your order even after you’ve checked out Works for the device and over delivers
  24. The mobile phone is the most private. personal, and powerful device. It’s within 2 feet of your customers 24hrs a day use this personal nature of the device. Make an app that people can use to replace a missing bit of cognative activity And as such, make it have the manners of a friend.
  25. When we worked with frindaproperty, we wanted it to be the ultimate househunting prosthisis it supported the very physical nature of househunting by helping people to get to view houses!
  26. Mobile devices are input machines. The facilitate active, rather than passive experiences. Create your app around all the methods of inputs. background inputs like GPS and active ones like the camera so users can save time and interactions Camera - Amazon’s remember service Accelerometer – great for gaming or urbanspoon! Mic – Shopkick, and Skype of course…
  27. Which is one of the most successful apps on the iphone. It’s simply perfect for the afforandances of the iphone device. However double skype up on the ipad, and the affordances of the MOBILE device become more sharply into focus. completely innappropriate, like a toy
  28. And it’s because The iPad isn’t a mobile device. It’s a consuming device. And It’s these ergonomics and affordances of ipad that that meant perfectly good iphone apps would not work. So what the iPad reveals is the need for a different way of thinking about innovation
  29. Service Innovation.
  30. Separating the service and delivery levels offers more emphasis oon innovating for multiple touchpoints This in itself could mean that more customers can be reached because suddenly, the samsung tablet, or google tv becomes simply a service channel, rather than a service destination
  31. And by taking a step back and designing a service strategy, you are forced to focus on how an ecosystem of touchpoints work together to simply help people do what they need to do – regardless of channel For sustainable business transformation, Apps need to be seen as part of the picture.
  32. Service touchpoints are part of a number of components needed for a service to operate Even at this operation viewpoint of the service, innovation can exist - out of public view Because it’s worth thinking about how each channel contributes as well as manifests the service
  33. Apps can help to that drive the creation of new services By allowing people to do new things with the service. Ebay’s app was already phenomenally successful with transactions looking to be $1.5bn in 2010 up from $600m in 2009 The Ebay bought red laser which was downloaded 2m times (http://www.mobile-ent.biz) for use in their Selling app Mobile developer Big in Japan has revealed that its ShopSavvy barcode-scanning app is now being downloaded 80,000 times a day.
  34. So apps are a fantastic way to drive new innovation they help reduce a service to a core they help people understand a service they expose new customers to a service - i only use FB on iphone Innovative iphone apps actively contribute to clearing the signal out of the noise
  35. 1. innovate at service level 2. integrate talked about characteristics into your service channels 3. maximise your investment by using apps to gather data How to innovate in a service oriented business? This is how we help businesses at Fjord Be open and collaborate. Talking to other department. Everybody involved in the business Observing how people use other services Partnering with other services But ultimately its about listening to your customers The the app simply becomes an interface to the innovative service …And continuing to do so will not only impact your business, but it will sustainably impact your business