We are living in an everfaster-moving world. Customerexpectations are growing rapidly, innovation cycles arespeeding up. T...
Experiences. A few thoughts on how weInspiringintegrate amazing talent, IP, and drive for the benefit of the user.I am Flo...
Styling                            Craft              ConnectionInteraction                                    © Florian V...
Industrial DesignGeorgia Institute of Technology   College of Computing: HCI                                  and Ubicomp ...
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
www.inforetail.com   www.gatech.edu                                  © Florian Vollmer & Info Retail 2012 – www.inforetail...
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Responsive  SolutionManagement              © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Responsible                Design Responsive  SolutionManagement                            © Florian Vollmer & Info Retai...
Integrative                 Responsible Strategy                     Design               Responsive                Soluti...
Focus        © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Inspire Experience
Experiences are deeply personal                          © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Explorations                        © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Consumer ≠ Customer ≠ UserMarketing   Design            UX                      © Florian Vollmer & Info Retail 2012 – www...
The Age of the                             Customer                             2010-                             Empowere...
The Age of the                             Information                                                Customer            ...
The Age of the                             Distribution     Information                                                   ...
The Age of the    Manufacturing            Distribution     Information                                                   ...
Best Buy           © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Smartphones have taken the lead                     50%                     38%                     25%                   ...
Connected Consumer                     © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Connected “Super User” ConsumerSource: Deloitte, 2012   © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Connected ...                © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Effects                   © Florian Vollmer & Info Retail 2012 – www.inforetail.com
TheDelta        © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new formulaH2H                © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new formulaH2H                © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new complexityService Environments4000 flights716 planes80,000 employees                       © Florian Vollmer & Info ...
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Rich, Engaging...                    © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Meaningful!              © Florian Vollmer & Info Retail 2012 – www.inforetail.com
130      © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Simplexity             © Florian Vollmer & Info Retail 2012 – www.inforetail.com
TheUbiquitous Enterpreneur                          © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
New ConceptUnbuy              © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Multiplicity               © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Enablers                    © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Curating Life                © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Convergent Devices                     © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Source: Flickr.com                     © Florian Vollmer & Info Retail 2012 – www.inforetail.com
}CalculatorAddress BookCameraVideo CameraGPSAlarm Clock      DematerializationGame ConsoleMusic PlayereBook readerVoice re...
}CalculatorAddress BookCameraVideo CameraGPSAlarm Clock      “Instantification”Game ConsoleMusic PlayereBook readerVoice r...
}CalculatorAddress BookCameraVideo CameraGPSAlarm Clock      “Micro-Convergence”Game ConsoleMusic PlayereBook readerVoice ...
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Mass Customization                     © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Layers of Reality (“Cyborgs”)                           © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Main Object   Accessory                          © Florian Vollmer, 2012 – www.florianvollmer.com
Main Object   Accessory                          © Florian Vollmer, 2012 – www.florianvollmer.com
A Rhizome of Touchpoints                     © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Engagements                       © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Lord Content               © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Amazing Company Cultures                      © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Firms that have an amazingculture
mCommerce    Customer     Product        Sales              Social   eCommerce   Environment   PresentationTraditional    ...
mCommerce    Customer     Product        Sales              Social   eCommerce   Environment   PresentationTraditional    ...
So what?           © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Culture         Stakeholder         True                Integration         Ownership                &                   i...
Together.            © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Text       http://www.census.gov/cgi-bin/briefroom/BriefRm                               © Florian Vollmer & Info Retail 2...
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Thank you!             © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Age of the User
The Age of the User
The Age of the User
The Age of the User
The Age of the User
The Age of the User
The Age of the User
The Age of the User
The Age of the User
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The Age of the User

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This keynote presentation focuses on the ever growing importance of positive, meaningful, lasting customer experiences.

Published in: Design, Business, Technology
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The Age of the User

  1. 1. We are living in an everfaster-moving world. Customerexpectations are growing rapidly, innovation cycles arespeeding up. There are fundamental shifts of power: consumersreward brands with loyalty – when they sense authentic behavior andtrue responsibility. What does it take to lead in this world?
  2. 2. Experiences. A few thoughts on how weInspiringintegrate amazing talent, IP, and drive for the benefit of the user.I am Florian Vollmer SVP Design and Principal at InfoRetail. @florianvollmer is my twitter handle, www.inforetail.com is ourwebsite. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  3. 3. Styling Craft ConnectionInteraction © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  4. 4. Industrial DesignGeorgia Institute of Technology College of Computing: HCI and Ubicomp School of Literature, Communications, Culture © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  5. 5. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  6. 6. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  7. 7. www.inforetail.com www.gatech.edu © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  8. 8. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  9. 9. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  10. 10. Responsive SolutionManagement © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  11. 11. Responsible Design Responsive SolutionManagement © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  12. 12. Integrative Responsible Strategy Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  13. 13. Focus © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  14. 14. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  15. 15. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  16. 16. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  17. 17. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  18. 18. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  19. 19. Inspire Experience
  20. 20. Experiences are deeply personal © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  21. 21. Drivers: Explorations © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  22. 22. Consumer ≠ Customer ≠ UserMarketing Design UX © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  23. 23. The Age of the Customer 2010- Empowered BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  24. 24. The Age of the Information Customer 1990-2010 2010- Free Information Empowered Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  25. 25. The Age of the Distribution Information Customer 1960-1990 1990-2010 2010- Interconnected Free Information Empowered Systems Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  26. 26. The Age of the Manufacturing Distribution Information Customer 1900-1960 1960-1990 1990-2010 2010- Industrial Interconnected Free Information Empowered Processes Systems Flow BuyersSource: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  27. 27. Best Buy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  28. 28. Smartphones have taken the lead 50% 38% 25% 13% 0% Smartphone Other cell phone No cell phone May 2011 Feb 2012Princeton Survey Research Associates International via Statista © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  29. 29. Connected Consumer © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  30. 30. Connected “Super User” ConsumerSource: Deloitte, 2012 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  31. 31. Connected ... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  32. 32. Drivers: Effects © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  33. 33. TheDelta © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  34. 34. A new formulaH2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  35. 35. A new formulaH2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  36. 36. A new complexityService Environments4000 flights716 planes80,000 employees © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  37. 37. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  38. 38. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  39. 39. Rich, Engaging... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  40. 40. Meaningful! © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  41. 41. 130 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  42. 42. Simplexity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  43. 43. TheUbiquitous Enterpreneur © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  44. 44. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  45. 45. New ConceptUnbuy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  46. 46. Multiplicity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  47. 47. Drivers: Enablers © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  48. 48. Curating Life © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  49. 49. Convergent Devices © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  50. 50. Source: Flickr.com © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  51. 51. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock DematerializationGame ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  52. 52. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock “Instantification”Game ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  53. 53. }CalculatorAddress BookCameraVideo CameraGPSAlarm Clock “Micro-Convergence”Game ConsoleMusic PlayereBook readerVoice recorderCoupon BookWallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  54. 54. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  55. 55. Mass Customization © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  56. 56. Layers of Reality (“Cyborgs”) © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  57. 57. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  58. 58. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  59. 59. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  60. 60. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  61. 61. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  62. 62. A Rhizome of Touchpoints © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  63. 63. Drivers: Engagements © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  64. 64. Lord Content © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  65. 65. Amazing Company Cultures © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  66. 66. Firms that have an amazingculture
  67. 67. mCommerce Customer Product Sales Social eCommerce Environment PresentationTraditional Engagement Ownership Media Media Experience © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  68. 68. mCommerce Customer Product Sales Social eCommerce Environment PresentationTraditional Engagement Ownership Media Media Experience Strategy Design Execution © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  69. 69. So what? © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  70. 70. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  71. 71. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  72. 72. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  73. 73. Culture Stakeholder True Integration Ownership & in Activation Touchpoint Amazing Brands as Meaningful Customer Life Lives – Experiences Partners Profitable Brands © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  74. 74. Together. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  75. 75. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  76. 76. Text http://www.census.gov/cgi-bin/briefroom/BriefRm © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  77. 77. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  78. 78. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  79. 79. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  80. 80. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  81. 81. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  82. 82. Thank you! © Florian Vollmer & Info Retail 2012 – www.inforetail.com

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