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2. A DIGITAL BIG PICTURE
What type of forest do we find ourselves in?
C O L L A B O R A T E S H A R E L E A R N
@ s r i r a m n a r a y a n

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Endorsed by:
Shashank Saxena, Director, Digital and eCommerce Technology, The Kroger Co.
Chris Murphy, President & Chief Strategy Officer, ThoughtWorks
Vijay Iyer, Sr. Product Manager, NetApp
Jeff Nicholas, Director, PB & WM IT Digital Banking APAC, Credit Suisse
Ken Robson, Global Head of Trading Technology at Danske Bank

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www.agileorgdesign.com

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Run a
sustainable
business
Champion
software
excellence
and
revolutionize
the
IT industry
Advocate
passionately
for
social
and
economic
justice

6. MOBILE-FIRST MARKETPLACES & THE DIGITAL DIVIDE
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Mobile internet reach in
India (Dec 2014)
under 14 haves have-nots
173M
Fixed internet reach in India
(June 2015 estimate)
under 14 haves have-nots
354M

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THREE HUGE BUZZWORDS

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DIGITAL DISRUPTION

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PARADIGM SHIFT

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DIGITAL
TRANSFORMATION

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CUSTOMERS & USERS;
PRODUCTS, SERVICES & SOLUTIONS:
SERVICE DESIGN
USER EXPERIENCE
EXPERIENCE DESIGN
SERVICE EXPERIENCE
CUSTOMER EXPERIENCE
Zooming in a bit now…

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A closer look at customers and users

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This ought to be a basic principle of service design
Ensure alignment between the interests of
your customers and your users

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What does a free platform cost its users?

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Social
Change
Consumer
Electronics
Telecom
IT
Content

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Smart
phone
Consumer
Electronics
Telecom
IT
Content

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19. NET NEUTRALITY ISN’T ENOUGH
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A rainforest supports maximum
diversity of species
Can the “digital commons” grow
into a rainforest?

21. “Technology is neither good nor
bad; nor is it neutral”
– Kranzberg’s First Law of
Technology
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22. THANK YOU
And enjoy the rest of the day