Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

WUD Systemic Saving

SUnali Aggarwal, UX Lead of, spoke at the World Usability Day

Gurgaon, orgainsed by Make My
Her Presentation emphasized on the importance of Smarter systems. Designers need to think and design smarter systems which save costs for both a user and a
business. These systems need to bring about a change in user's lifestyle and
should also be able to make the industry think of more innovative

service/business models.

  • Login to see the comments

WUD Systemic Saving

  1. 1. Virtual Telecom Service Provider SYSTEMIC SAVING @ WUD Gurgaon Designing for Sustainability
  2. 2. What do we mean by a SYSTEM? “ A set of components that work together for overall objective of the WHOLE” Mechanical/Electrical Systems- cars, clocks, assembly lines Human Systems individual, teams, families- Companies Electronic/Telecommunication systems - personal computers, LANs, WANs- Internet, Kindle Ecological Systems- earth as a planet- global warming Biological Systems- birds, fish, animals- food chain When ONE element/component changes , it simultaneously changes and affects many other elements
  3. 3. <ul><li>USABILITY </li></ul><ul><li>in </li></ul><ul><li>Designing Smarter Products & Services or SYSTEMS </li></ul><ul><li>Emphasis on </li></ul><ul><li>EFFECTIVITY </li></ul><ul><li>EFFICIENCY </li></ul><ul><li>SATISFACTION </li></ul>
  4. 4. <ul><li>Which </li></ul><ul><li>Saves TIME </li></ul><ul><li>Reduces UNECCESSARY Interactions </li></ul><ul><li>Improves PRODUCT KNOWLEDGE </li></ul><ul><li>is USABLE </li></ul><ul><li>is RELIABLE </li></ul><ul><li>Saves MAINTENANCE and support costs </li></ul><ul><li>Improves CUSTOMER EXPERIENCE </li></ul>NO PROBLEMO  HAPPY TO HELP  Attributes of a Smart SYSTEM?
  5. 5. How do we Design Smarter SYSTEMS?
  6. 6. Smart SYSTEMS PURPOSE USABLE ENGAGING INNOVATIVE SMART SYSTEMS Business User Content Visual Appeal Easy To Use Accessibility Service Models Technology
  7. 7. Case Study-
  8. 8. Case Study- The immediate IMPACT <ul><li>Extensive Product Information </li></ul><ul><li>Product Search made easy </li></ul><ul><li>Booking/Cancellation Simplified </li></ul><ul><li>PNR is key </li></ul><ul><li>Book Anytime Anywhere </li></ul><ul><li>Multiple Payment Options </li></ul><ul><li>24/7 Customer Support </li></ul>
  9. 9. Case Study- The SYSTEMIC IMPACT <ul><li>No Agents required </li></ul><ul><li>After Sales Support </li></ul><ul><li>Saving Customer’s trip information- Easy Retrieval </li></ul><ul><li>Reminder through SMS </li></ul><ul><li>Sensitivity towards customer’s requirements </li></ul><ul><li>Cheaper tickets- Competitive market </li></ul>
  10. 10. Case Study- Just Dial SEARCH on PHONE Or on WEBSITE Just Dial Customer Vendor
  11. 11. Case Study- Just Dial The immediate IMPACT <ul><li>Customer gets the precise information </li></ul><ul><li>Phone based search- no net required </li></ul><ul><li>Information is received in SMS format </li></ul><ul><li>Vendor can call the customer directly </li></ul><ul><li>Customer makes only one call </li></ul><ul><li>Convenience </li></ul>
  12. 12. Case Study- Just Dial The SYSTEMIC IMPACT <ul><li>Better reach due to Phone based Interaction </li></ul><ul><li>Localization </li></ul><ul><li>Services are trying to acquire easy to remember numbers- like cab services etc. </li></ul><ul><li>First customer requirements then customer details </li></ul><ul><li>Faster responses to customer enquiry </li></ul><ul><li>Replacing Print format </li></ul>
  13. 13. Case Study- <ul><li>[email_address] </li></ul><ul><li>IITD/Intel/ Nvidia </li></ul><ul><li> </li></ul><ul><li>NID/ Bharti/ NYFA/ Eastvillage </li></ul><ul><li> </li></ul><ul><li>- IITD/Trilogy/Adobe </li></ul>Mobikwik Team
  14. 14. Case Study- What are we Trying to do? <ul><li>Create a new network-less service provider </li></ul><ul><li>Key plays on </li></ul><ul><ul><li>Technology </li></ul></ul><ul><ul><li>User Experience </li></ul></ul><ul><ul><li>Simplicity </li></ul></ul><ul><li>Three kind of services </li></ul><ul><ul><li>Voice </li></ul></ul><ul><ul><li>Data </li></ul></ul><ul><ul><li>Applications </li></ul></ul>
  15. 15. Case Study- We have started with.…..
  16. 16. Case Study- We have started with….. You can also schedule Recharge…
  17. 17. Case Study- We have started with…..
  18. 18. Case Study- We have started with…..
  19. 19. Case Study- The SYSTEMIC IMPACT <ul><li>Replacing print recharge coupons </li></ul><ul><li>Micropayments made easy </li></ul><ul><li>Improving Product Knowledge </li></ul><ul><li>Accessing more services via SMS </li></ul><ul><li>Cheaper Recharge (Talktime) options </li></ul><ul><li>Reward for Customer Loyalty </li></ul><ul><li>Grow as a Service Provider but also as a Platform </li></ul><ul><li>Freedom to choose what to buy, when to buy </li></ul>
  20. 20. Thank You… Contact Sunali Aggarwal [email_address] 91-9818245950