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How startups create a frictionless experience. +30 cases by @boardofinno

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+30 cases How new business models create an Unbeatable customer experience. Focused on on-demand services, next-gen technologies & frictionless services. (Board of Innovation)

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How startups create a frictionless experience. +30 cases by @boardofinno

  1. How startups create a frictionless 
 experience by @boardofinno
  2. Any sufficiently advanced technology 
 is indistinguishable from magic. - Arthur C. Clarke
  3. MAGIC can be created by delivering extreme convenience to customers via next-gen technology & business models
  4. MAGIC extreme convenience In this deck: Learn how other companies nail this combination. brainless trigger invisible speed
  5. Want to boost intrapreneurship in your company? More info about our intrapreneurship training Or mail us via hello@boardofinnovation.com
  6. INVISIBLE flickr cc willowm deck by boardofinnovation.com - intrapreneurship consultancy
  7. INVISIBLE FOCUS ON Complexity happens in the background - simplicity - frictionless - no hassle outsource tasks - no heavy lifting - someone else will take care of it deck by boardofinnovation.com - intrapreneurship consultancy
  8. zaarly.com takes chores off your plate. This on-demand service verifies for you the technical expertise & skills of experts. Checks the authenticity of user reviews. Example: Could somebody fix te squeaky hinge at 
 home while I’m away? Just do it for me! INVISIBLE
  9. plowzandmowz.com let you order a service man on-demand. You’ll receive a photo of your slowed driveway! #proof Example: Can someone remove the snow from my driveway? INVISIBLE
  10. worthee.com makes it happen: Each walker is also Pet First Aid and CPR Certified. #trust Example: Have someone walk your dog while you’re on date, at work,… INVISIBLE
  11. shuddle.us offers trustworthy drivers for you. Would you put your kids in a car with a ‘stranger’ in exchange for more quality time? Extensive background checks, including criminal records. Real-time tracking via an app. Example: Someone else will bring your kids from soccer practise to a friend. INVISIBLE
  12. Based on your spending behaviour Digit transfers a couple of dollars to a savings account. Every 2 or 3 days, usually $5-50 Important: They have a “no-overdraft guarantee” Example: Banking: invisible automatic savings by Digit based on your habits. INVISIBLE
  13. Pssst… if you want you can Download this deck as PDF
  14. BRAINLESS TRIGGER flickr cc cszar deck by boardofinnovation.com - intrapreneurship consultancy
  15. BRAINLESS TRIGGER flickr cc cszar FOCUS ON the smallest action to start the service - do without thinking - proactivity 1 step is all it takes - trigger is the experience - no effort deck by boardofinnovation.com - intrapreneurship consultancy
  16. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour 7 different triggers to learn from.
  17. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour 7 different triggers to learn from. Yes, there are more but in this deck I don’t focus on triggers that might only be used once a year: (e.g.: Gestures: Waving at Nest Fire Alarm) Your feedback is welcome via @nickdemey
  18. BRAINLESS TRIGGERExample: 1 tap to order pizza tap button voice photo text hashtag behaviour pushforpizza.com Example: Make your own magic-button: ifttt.com/products/do/button
  19. BRAINLESS TRIGGERExample: A physical button as a trigger tap button voice photo text hashtag behaviour www.flic.io Example: A button in your headphone slot pressybutton.com/
  20. BRAINLESS TRIGGER Many more examples exist… tap button voice photo text hashtag behaviour http://bt.tn Most developers are still looking for the best use case. Often a setup process is required, still too complex for the average user.
  21. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Call a private VIP concierge service For $19.000 you have the 
 Vertu Clous De Paris smartphone. Expensive, but you can call someone & ask whatever you want: “Cancel my flight & book me an exclusive dinner tonight in NY.”
  22. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Your Smart TV is listening. Read more: Samsung TV spying? Example: Just talk to order groceries. Dash also has a barcode scanner for extra convenience. Amazon Echo (related)
  23. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Point at clothing to shop ASAP54 Related: detect the clothes people wear on TV: looklive.com Example: 1 Photo = all real-estate info Homesnap uses more ‘inputs’ than just the photo. (e.g. location data)
  24. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Ask whatever you want: getmagicnow.com Magic takes an additional fee on top of the products/services they arrange for you.
  25. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Text based assistant: Cloe Example: Or Amy, for scheduling meetings More examples: The Future of Text, jarv.co , a rare(!) male assistant
  26. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: do your banking via Hashtags Account holders receive feedback (Jifi) via Direct Messages (Twitter) Example: #AmazonCart to shop. Related: 2 years ago already, 
 Sina Weibo sold 666 cars in a similar way.
  27. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour where the magic happens
  28. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour When I’m heading home, my Tado thermostat anticipates my arrival & turns on the heating. When I’ m almost at our @boardofinno office, this app will launch a TXT message to pay for my parking ticket. Based on my real-time travel behaviour, different actions happen:
  29. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: Light only where people are. See presence detection movie: tvilight.com Example: SleepCycle monitors your sleep. Wakes you up when you are in ‘light sleep’
  30. BRAINLESS TRIGGER tap button voice photo text hashtag behaviour Example: follows your reading flow: Blendle If you buy an article, but stop reading <15 sec you’ll get your money back. On a side note: Our behaviour is being tracked by 1000 companies each day, but rarely triggers actions for our own benefit as a user. #tothinkabout @nickdemey for feedback.
  31. BRAINLESS TRIGGERImaging the automagical services that will use all our behavioural data! Monitor Muscle contraction: Leo ElectricFoxy Pulse tracks heart rate Automatic tracks how you drive.
  32. What other examples should we add? Let us know @nickdemey - @boardofinno Industrial Innovation workshop (Lausanne, Switzerland) by boardofinnovation.com
  33. SPEED flickr cc lazyousuf deck by boardofinnovation.com - intrapreneurship consultancy
  34. SPEED FOCUS ON no second to waste - instant gratification - bare minimum steps & intervention experience of a quick solution - want it now flickr cc lazyousuf deck by boardofinnovation.com - intrapreneurship consultancy
  35. Example: Amazon Anticipatory Shipping This patent is clever at so many levels! Amazon follows your buying behaviour 
 (+ millions of other people). When they notice you probably will buy a product in the near future, they already ship that item to a warehouse near you. This to make sure an item can be delivered hours after you clicked ‘buy’. #smart SPEED
  36. Example: Instant access to quiet rooms shows lofts, apartments to work on your own (Breather) Instant access via PIN code. SPEED Example: Be the eyes for blind people This app offers live video/chat to give guidance to blind people. ‘I need help, now!’ Related: Solved - Instant help everyone.
  37. Example: Summon a drone (like a taxi) Use voice commands to request a Drone to take a selfie, for security,… learn more SPEED Example: Do my groceries, bring within 1h Instacart takes your shopping list & sends someone to the store for you.
  38. CONVENIENCE Who nailed it? flickr cc joshbousel deck by boardofinnovation.com - intrapreneurship consultancy
  39. brainless trigger invisible speed Examples that really fit here.
  40. The eBay experience The Gone experience-vs- user goal “I want to get rid of my old stuff & get paid.” Gone App
  41. This is what convenience looks like at
 Snap a photo Fill in form Set a price Follow auction Trust buyer? Find packaging Visit Postal office Receive money “EBAY”
  42. Snap a photo Fill in form Receive money they find the best price, ship a box, pick-up This is what convenience looks like at
 “GONE”Gone App
  43. Snap a photo Fill in form Receive money no good price? This is what convenience looks like at
 ship a box, pick-up Get Tax Write-off option to recycle/donate “GONE”
  44. but… services like this are very new. So far, the experience seems (almost) flawless: A similar startup UseSold got acquired by Dropbox Another new player: OfferUp
  45. Other related companies that are nailing it: Example: Shyp: Send items, hassle-free No packaging or complex administration needed. Someone else will take care of it! Snap a photo Share details Someone will Pick-up item
  46. Other related companies that are nailing it: Example: Amazon Flow: Point for price & info Even the action of taking a picture has been removed. Just point to see the all relevant product info. Very powerful! Point camera 1-click to order
  47. Other related companies that are nailing it: Example: Copy keys with photo: KeyMe (Optional) Snap a photo Click Order Send Digital copy to a contact
  48. TO CONCLUDE
  49. 2 routes to deliver convenience MAKE IT EASIER FOR A USER. Strip extra steps, pre-fill, use smart inputs (photo),… LET SOMEONE ELSE DO IT Outsource the task, remove the hassle from the user
  50. 2 routes to deliver convenience MAKE IT EASIER FOR A USER TO LET SOMEONE ELSE DO IT. #WIN
  51. Related: Slideshare presentation Pssst… if you want you can Download this deck as PDF
  52. Contact our innovation consultancy to - Design your intrapreneurship program - Facilitate innovation bootcamps - Organise large-scale innovation days Innovation training & consultancy (Manaus, Brazil) hello@boardofinnovation.com www.boardofinnovation.com
  53. More free innovation tools and inspiration? Signup: boardofinnovation.com/newsletter

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