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Experience  the Future
Nature of Change Current Trends Customer Experience TOPICS
The Nature of  Change
Exponential Pace of  Change SMS, Twitter, Facebook, RSS < 2 years Iphone 2 years ago Ubiquitous Wireless  4 years ago Ipod...
ANNA Esther “ The first 16 years of Anna’s life were virtually indistinguishable from Esther’s life.  They both lived in m...
Israel (my grandad) Anna
Pace of  Change D Stats from Pew Internet & American Life Project 62% 0% Wireless Internet 82% 50% Own a cell phone 57% 5%...
The Future is  Now “ Is the speed of light not fast enough for you” -Louis CK
Unfreeze |  Refreeze www.flickr.com/photos/circulating/3251962169
Permanent  Whitewater http://www.flickr.com/photos/nukeit1/244167779/
<ul><li>Nicole Engard’s Tweet, Used with permission </li></ul>Permanent  Whitewater
Permanent  BETA http://www.flickr.com/photos/kl/3238847578/
Permanent  BETA www.flickr.com/photos/kenstein/2948639488 REQUIRES   Play Adaptability Trend Watching Continual Learning
TRENDS  What (else) is  going on out there?
 
Trends Technology <ul><li>Faster Processing </li></ul><ul><li>Faster Web </li></ul><ul><li>Mobile </li></ul><ul><li>SMS/Te...
http://springwise.com/
Clicker beta screenshot
Roku screenshot
Trends People and Information <ul><li>Digital/Portable  (content not containers) </li></ul><ul><li>Shared/Social </li></ul...
In October, 2009  one out of every five  new apps launching in the iPhone  was a book .   Trend:   Digital/Portable
Trend:   Digital/Portable Photo by Peter Bromberg
Trends People and Information <ul><li>Pushing  </li></ul><ul><li>Aggregating </li></ul><ul><li>Customizing </li></ul><ul><...
http://vark.com/
 
 
 
Trends People and Service <ul><li>Convenience </li></ul><ul><li>Speed </li></ul><ul><li>Choices </li></ul><ul><li>Multiple...
 
Trends Connecting   People w People <ul><li>Less need for f2f  </li></ul><ul><li>Anonymity/Privacy </li></ul><ul><li>Anywh...
<ul><li>“I buy things from people on  eBay,  I don’t actually want to  visit their home, meet their  children or have coff...
Trends Connecting   People w People <ul><li>Less need for f2f  </li></ul><ul><li>Anonymity/Privacy </li></ul><ul><li>Anywh...
<FACEBOOK> Over 300 million  active   users </FACEBOOK>
<FACEBOOK> 50% of active users  log on to Facebook  every day </FACEBOOK>
<FACEBOOK> Ages  35-54  is  fastest growing demographic </FACEBOOK>
<FACEBOOK> 65 million users  access FB through  their  mobile device </FACEBOOK>
<FACEBOOK> Mobile users  are  50% more active  than non-mobile users </FACEBOOK>
<FACEBOOK> 300% growth  (40  120 million) in unique visitors  (8/08 – 8/09) </FACEBOOK>
Customer Experience
<ul><li>VALUE </li></ul><ul><li>Useful </li></ul><ul><li>Desirable </li></ul><ul><li>Accessible </li></ul><ul><li>Credible...
User Experience:  Engagement From. Jesse  James Garrett | The State Of User Experience,  http://vimeo.com/6952223   Percep...
User Experience:  Engagement
User Experience:  Engagement   Jesse  James Garrett | The State Of User Experience,  http://vimeo.com/6952223   <ul><li>Cu...
Ask customers what they want (but don’t stop there) Henry Ford said that if he had asked people how they wanted to  improv...
discussion
thank   you !
Creative Commons Image credits Images not credited on individual slides are credited below <ul><li>Little Girl:  http://ww...
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Experience the Future

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Keynote for Mount Laurel Library | Willingboro Library Joint Staff Day, Nov 11, 2009

Published in: Education, Technology, Business
  • Really great show, Peter. Clear slides and each to the point.
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Experience the Future

  1. 1. Experience the Future
  2. 2. Nature of Change Current Trends Customer Experience TOPICS
  3. 3. The Nature of Change
  4. 4. Exponential Pace of Change SMS, Twitter, Facebook, RSS < 2 years Iphone 2 years ago Ubiquitous Wireless 4 years ago Ipod 7 years ago WWW and Cell phones 15 years Home computers 25 years Satellites / Air Travel 50 years Automobiles 100 years Printing press with movable type; rifle 500 years wheel and axle; sail 5,000 years bow & arrow 50,000 yrs control of fire 500,000 yrs lever, wedge 1.5 mill yrs
  5. 5. ANNA Esther “ The first 16 years of Anna’s life were virtually indistinguishable from Esther’s life. They both lived in makeshift house, with a dirt floor and no plumbing. Esther’s life was the same as her mother’s and her mother’s mother’s, going back 400 years…”
  6. 6. Israel (my grandad) Anna
  7. 7. Pace of Change D Stats from Pew Internet & American Life Project 62% 0% Wireless Internet 82% 50% Own a cell phone 57% 5% Broadband at home 75% 46% Use Internet (adult) 2009 2000  
  8. 8. The Future is Now “ Is the speed of light not fast enough for you” -Louis CK
  9. 9. Unfreeze | Refreeze www.flickr.com/photos/circulating/3251962169
  10. 10. Permanent Whitewater http://www.flickr.com/photos/nukeit1/244167779/
  11. 11. <ul><li>Nicole Engard’s Tweet, Used with permission </li></ul>Permanent Whitewater
  12. 12. Permanent BETA http://www.flickr.com/photos/kl/3238847578/
  13. 13. Permanent BETA www.flickr.com/photos/kenstein/2948639488 REQUIRES Play Adaptability Trend Watching Continual Learning
  14. 14. TRENDS What (else) is going on out there?
  15. 16. Trends Technology <ul><li>Faster Processing </li></ul><ul><li>Faster Web </li></ul><ul><li>Mobile </li></ul><ul><li>SMS/Text </li></ul><ul><li>Convergence of TV, Radio, Web </li></ul>
  16. 17. http://springwise.com/
  17. 18. Clicker beta screenshot
  18. 19. Roku screenshot
  19. 20. Trends People and Information <ul><li>Digital/Portable (content not containers) </li></ul><ul><li>Shared/Social </li></ul><ul><li>Collaborative </li></ul><ul><li>Remixed </li></ul>
  20. 21. In October, 2009 one out of every five new apps launching in the iPhone was a book . Trend: Digital/Portable
  21. 22. Trend: Digital/Portable Photo by Peter Bromberg
  22. 23. Trends People and Information <ul><li>Pushing </li></ul><ul><li>Aggregating </li></ul><ul><li>Customizing </li></ul><ul><li>Filtering </li></ul><ul><li>Communatizing </li></ul>
  23. 24. http://vark.com/
  24. 28. Trends People and Service <ul><li>Convenience </li></ul><ul><li>Speed </li></ul><ul><li>Choices </li></ul><ul><li>Multiple Channels </li></ul><ul><li>Hospitality </li></ul><ul><li>Power of Place </li></ul>
  25. 30. Trends Connecting People w People <ul><li>Less need for f2f </li></ul><ul><li>Anonymity/Privacy </li></ul><ul><li>Anywhere/Anytime </li></ul><ul><li>Social Networks </li></ul>
  26. 31. <ul><li>“I buy things from people on eBay, I don’t actually want to visit their home, meet their children or have coffee with them … </li></ul><ul><li>And the web enables us to actually engage with other people at a level of closeness or distance of our own choosing. </li></ul><ul><ul><li>That, in itself, is hugely significant. </li></ul></ul><ul><li>- Rory Sutherland (blog.ted.com/2009/10/qa_with_rory_su.php) </li></ul>
  27. 32. Trends Connecting People w People <ul><li>Less need for f2f </li></ul><ul><li>Anonymity/Privacy </li></ul><ul><li>Anywhere/Anytime </li></ul><ul><li>Social Networks </li></ul>
  28. 33. <FACEBOOK> Over 300 million active users </FACEBOOK>
  29. 34. <FACEBOOK> 50% of active users log on to Facebook every day </FACEBOOK>
  30. 35. <FACEBOOK> Ages 35-54 is fastest growing demographic </FACEBOOK>
  31. 36. <FACEBOOK> 65 million users access FB through their mobile device </FACEBOOK>
  32. 37. <FACEBOOK> Mobile users are 50% more active than non-mobile users </FACEBOOK>
  33. 38. <FACEBOOK> 300% growth (40  120 million) in unique visitors (8/08 – 8/09) </FACEBOOK>
  34. 39. Customer Experience
  35. 40. <ul><li>VALUE </li></ul><ul><li>Useful </li></ul><ul><li>Desirable </li></ul><ul><li>Accessible </li></ul><ul><li>Credible </li></ul><ul><li>Findable </li></ul><ul><li>Usable </li></ul>User Experience Honeycomb By Peter Morville, Semantic Studios http://semanticstudios.com/publications/semantics/000029.php
  36. 41. User Experience: Engagement From. Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223 Perception (senses) Action (body) Cognition (mind) Emotion (heart) External External Internal Internal
  37. 42. User Experience: Engagement
  38. 43. User Experience: Engagement Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223 <ul><li>Customers’ Capabilities/Constraints of: </li></ul><ul><ul><ul><li>Perception </li></ul></ul></ul><ul><ul><ul><li>Action </li></ul></ul></ul><ul><ul><ul><li>Cognitive </li></ul></ul></ul><ul><ul><ul><li>Emotion </li></ul></ul></ul>
  39. 44. Ask customers what they want (but don’t stop there) Henry Ford said that if he had asked people how they wanted to improve their transportation they would have said faster horses. http://www.flickr.com/photos/danshouse/163331027/
  40. 45. discussion
  41. 46. thank you !
  42. 47. Creative Commons Image credits Images not credited on individual slides are credited below <ul><li>Little Girl: http://www.flickr.com/photos/zaqography/3790868181/in/set-72157620806096212 Hand Smile: http://www.flickr.com/photos/dotbenjamin/2765083201 Blind Woman: http://www.flickr.com/photos/yourdon/3550784323/ Thinker: http://www.flickr.com/photos/seatbelt67/502255276/sizes/s Wheelchair: http://www.flickr.com/photos/euthman/357322273/ Mouse Click: http://www.flickr.com/photos/davichi/2927561056/ Eye: http://www.flickr.com/photos/weirdcolor/2966114569/ </li></ul>

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