This document discusses humanizing digital experiences through more natural interactions that are smart for users' needs rather than technology's sake. It advocates understanding users' behaviors and incorporating their values to build experiences focused on recreating what got lost in a transformation to digital, rather than making people fit technologies. The goal is more human-like interactions through conversational interfaces that are meaningful to users.

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Humanising digital
experiences
Creative Meetup @ Spaces
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018

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Two main trends in digital
innovation

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Everything is
becoming ‘smart’
Mainframe Personal
computer
Internet of
(every)thing

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A new paradigm in
user interaction
Command Line Graphical User
Interface
Conversational
Interface

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From Minority Report
as the visual metaphor
To Spike Jonze’s Her as
a cultural reference

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More human-like, not
humanised technologies

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More
human-like
interactions

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“I hope to someday have
grandchildren who are mystified
at how, back in 2016, if you were
to say ‘Hi’ to your microwave
oven, it would rudely sit there and
ignore you.”
– Andrew Ng, Baidu
Chats for the
sake of chats

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Smart for the
sake of smart

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Making
people fit
technologies

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So what is humanising
digital experiences about

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Needs Behaviour Values
Building on

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Start from
real needs

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Build on
existing
behaviour

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Humanising means
understanding people’s
behaviour. To link to it, but also to
see how it shifts when moving to
digital.
Behavioral
journey map
"Large difference between offline
and online customer behaviour:
due to the overload of information,
ease of use (sometimes it only
takes a single click) people tend to
rely more their auto-pilot (Iyengar,
Jiang, & Huberman, 2003; Iyengar
& Lepper, 2000)."
Social norm
Extra decision points

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Incorporate
people values
1) When we ask for data it’s to give something back
2) We are clear on what data we hold and what we do with it
3) You control the data we hold on you

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Recreating what got lost in a
transformation

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We’d love to
think about
this together

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Thank you
@liveworkstudio@theliveworker Livework Studio
Contact
Jelte Timmer
Livework Insight
@jeltete
jelte@liveworkstudio.com