SlideShare a Scribd company logo
1 of 64
Making Business Human:
Delivering Great Experiences in a Connected Age
#ias12




Peter Merholz
e: peterme@inflection.com, peterme@peterme.com
t: @peterme
WARNING:
There will be very little actionable wisdom.




                                               2
Awareness of user experience
is at an all-time high




                               3
Apple’s has the largest market cap of any company.


Simply Hired lists 4,500 jobs in the United States with
“user experience” in it’s description.


UX conferences set new attendance records every year.


“It’s a magical time to be doing what we’re doing”



                                                          4
362 firms

                  95% say they are
                  “customer focused”

                  80% say they deliver a
                  “superior experience”




                  How many of these
                  firms’ customers agree
                  that they deliver a
                  superior experience?




                  8%
from “Closing the Delivery Gap” by Bain & Company
Forrester’s 2012 Customer Experience Index




                                             6
Why are so many user experiences so bad?




                                           7
The technology is more immediate, accessible,
distributed.


Experience design processes and methods are mature.


We’re investing in these practices like never before.


But...



                                                        8
Do you work in a company with an org chart?

Where you have a clear, hierarchical reporting structure?

Do job titles determine work responsibilities and salary?

Are there policies, procedures, and rules for you to follow?

Do people work in cubicles, visually isolated from colleagues?

Are meetings primarily about the status of various initiatives?

When engaging consultants, do you issue an RFP, and require a list
of deliverables that will be delivered within a certain specified time?




                                                                          9
If you answered “yes” to those questions,
then you work in a bureaucracy




                                            10
Many assume bureaucracies are just how
work is done.
But they were created for a purpose.




                                         11
12
13
http://www.flickr.com/photos/mwichary/2356663850/   14
15
The “iron cage” of bureaucracy




                                 16
Industrial/Information age   Connected age
Products                     Services
Manufacturing                Customer experience
Ownership                    Access
Stocks                       Flows
Efficiency                   Effectiveness
Analytical                   Generative
Silos                        Cross-functional

Hierarchical                 Hyperlinked

Algorithmic                  Heuristic

External rewards             Intrinsic motivation

Individual                   Social

Isolation                    Relationships


                                                    17
What are relationships based on?




                                   18
Image Frame
2011 Temkin
Trust Ratings




2012 Temkin
Experience
Ratings
“Colleen [Barrett] is primarily responsible for the
humanistic culture that we have at Southwest
today...One of the really significant things she did was
give our people on the front line a lot of flexibility.
Basically, she ascertained that we could not anticipate
every situation that would evolve in a given station at a
passenger terminal. Therefore, she told our employees—
and meant it—that
as long as you are leaning toward the customer, you
are OK... They did not need to ask permission from
anybody to do so.”
Herb Kelleher, founder of Southwest Airlines
If you trust your employees, your
customers are more likely to trust you




                                         22
March 2011 on kottke.org...




                              23
24
How might we widen the circle of trust?




                                          25
Image Frame
Image Frame
Image Frame
Image Frame
30
CUSTOMERS
                  Lose       Win
           Win

                           YAY!
BUSINESS

           Lose
32
33
34
Management




         Trust

Staff                Customers




                                 35
A cautionary tale...




                       36
Reed Hasting’s “Culture” Presentation




                                        37
38
From the Netflix Blog

“...we have realized that there is still a very large
continuing demand for DVDs both from our existing
members as well as non-members. Given the long life we
think DVDs by mail will have, treating DVDs as a $2 add
on to our unlimited streaming plan neither makes great
financial sense nor satisfies people who just want DVDs.
Creating an unlimited DVDs by mail plan (no streaming)
at our lowest price ever, $7.99, does make sense and will
ensure a long life for our DVDs by mail offering...”


                                                            39
Netflix forgot that most people are not like
the people who work at Netflix.




                                               40
Netflix also hadn’t realized that any
relationship, even a business relationship
with customers, is an emotional one.




                                             41
42
Foresee Holiday 2011 Retail Satisfaction
The value of
 empathy
 (roughly $10 billion)




                         44
What’s with all this talk about
“design thinking”?
Well, everything I ever needed to know
about managing experiences...




                                         45
The Marshmallow Challenge




http://marshmallowchallenge.com/


                                   46
http://www.flickr.com/photos/copleys/1842011981/   47
Express visually and tactilely




http://http://www.flickr.com/photos/copleys/1842854394/
                                                          48
All contributors are equal




http://www.flickr.com/photos/wwworks/2885861465/   49
Kinesthetic engagement




http://www.youtube.com/watch?v=_jK-jC2__Fw

                                             50
51
side note: don’t let Facilities get in your way




                                                  52
The Connected Age requires business to
embrace what makes us human.




                                         53
complexification   X   connectedness



   = Chaos and unpredictability


                                       54
Industrial/Information age   Connected age
Products                     Services
Manufacturing                Customer experience
Ownership                    Access
Stocks                       Flows
Efficiency                   Effectiveness           this
Analytical                   Intuitive              stuff
Silos                        Cross-functional         is
Hierarchical                 Hyperlinked            messy!
Algorithmic                  Heuristic

External rewards             Intrinsic motivation

Individual                   Social

Isolation                    Relationships


                                                         55
Great member experiences fuse left and right brain approaches
                                   We need...
          Left brain               Right brain
            Analytic               Emotional
           Rigorous                Visionary
         Bottom-up                 Top-down
         Engineered                Creative
          Evaluative               Generative
        Quantitative               Qualitative

      And this is
     insufficient                                               56
57
My favorite passage from Steve Jobs

Jobs did not organize Apple into semiautonomous
divisions; he closely controlled all his teams and pushed
them to work as one cohesive and flexible company,
with one profit-and-loss bottom line. “We don’t have
‘divisions’ with their own P&L,” said Tim Cook. “We
run one P&L for the company.”




                                                            58
59
Just one more story...




                         60
61
Instead of the penetration of the organizational
systems into the body...we see precisely the reverse,
the extension of messy, open-ended techniques of
clothing, layering, and stitching from real fabric
into organizational fabric as well.

                                                        62
More playful           More emotional

More social               More respectful               More emotional


  How can you make your organizations more human?

                More creative         More interdependent
More physical                                            More sensorial
                           More trusting




                                                                          63
More playful           More emotional

More social               More respectful               More emotional


  How can you make your organizations more human?

                More creative         More interdependent
More physical                                            More sensorial
                           More trusting



  Thank you.
                                                                          64

More Related Content

What's hot

Its Ok To Ask For Help
Its Ok To Ask For HelpIts Ok To Ask For Help
Its Ok To Ask For Help
CPA Australia
 
Chicago Quest Vision
Chicago Quest VisionChicago Quest Vision
Chicago Quest Vision
John Buzzard
 
Ibm Gio Gaming Report
Ibm Gio Gaming ReportIbm Gio Gaming Report
Ibm Gio Gaming Report
Vinet Robert
 
Teaching Math to highschoolers Jessica Yuan.v2.pdf
Teaching Math to highschoolers Jessica Yuan.v2.pdfTeaching Math to highschoolers Jessica Yuan.v2.pdf
Teaching Math to highschoolers Jessica Yuan.v2.pdf
questioninginstitute
 

What's hot (15)

INFLUENTIAL LEADERSHIP MASTERCLASS
INFLUENTIAL LEADERSHIP MASTERCLASSINFLUENTIAL LEADERSHIP MASTERCLASS
INFLUENTIAL LEADERSHIP MASTERCLASS
 
Its Ok To Ask For Help
Its Ok To Ask For HelpIts Ok To Ask For Help
Its Ok To Ask For Help
 
Primers For Engaging Confersations
Primers For Engaging ConfersationsPrimers For Engaging Confersations
Primers For Engaging Confersations
 
Public Relations: Training Your Ethical Mind
Public Relations: Training Your Ethical MindPublic Relations: Training Your Ethical Mind
Public Relations: Training Your Ethical Mind
 
Beinghuman a3
Beinghuman a3Beinghuman a3
Beinghuman a3
 
Habit 3 visualisation combats complexity
Habit 3 visualisation combats complexityHabit 3 visualisation combats complexity
Habit 3 visualisation combats complexity
 
Chicago Quest Vision
Chicago Quest VisionChicago Quest Vision
Chicago Quest Vision
 
Ibm Gio Gaming Report
Ibm Gio Gaming ReportIbm Gio Gaming Report
Ibm Gio Gaming Report
 
Authentic Systemic Leadership Handout
Authentic Systemic Leadership HandoutAuthentic Systemic Leadership Handout
Authentic Systemic Leadership Handout
 
AIM 12 Tips for Networking
AIM 12 Tips for NetworkingAIM 12 Tips for Networking
AIM 12 Tips for Networking
 
Demonstrating value with Communities Of Practice
Demonstrating value with Communities Of PracticeDemonstrating value with Communities Of Practice
Demonstrating value with Communities Of Practice
 
Linkedin pro docs/ how to VII
Linkedin pro docs/ how to VIILinkedin pro docs/ how to VII
Linkedin pro docs/ how to VII
 
Devising intranet incentives: rewards and conditions for knowledge exchange
Devising intranet incentives: rewards and conditions for knowledge exchangeDevising intranet incentives: rewards and conditions for knowledge exchange
Devising intranet incentives: rewards and conditions for knowledge exchange
 
Tag Workbook Web
Tag Workbook WebTag Workbook Web
Tag Workbook Web
 
Teaching Math to highschoolers Jessica Yuan.v2.pdf
Teaching Math to highschoolers Jessica Yuan.v2.pdfTeaching Math to highschoolers Jessica Yuan.v2.pdf
Teaching Math to highschoolers Jessica Yuan.v2.pdf
 

Viewers also liked

Workforce experiences
Workforce experiencesWorkforce experiences
Workforce experiences
Paul Burrin
 
User Mental Model_Data Science
User Mental Model_Data ScienceUser Mental Model_Data Science
User Mental Model_Data Science
Heather Choi
 
Product Marketing
Product MarketingProduct Marketing
Product Marketing
John Gibbon
 
UX, Marketing & Brand: Designing customer experiences where digital marketing...
UX, Marketing & Brand: Designing customer experiences where digital marketing...UX, Marketing & Brand: Designing customer experiences where digital marketing...
UX, Marketing & Brand: Designing customer experiences where digital marketing...
Lynn Teo
 

Viewers also liked (20)

Workforce experiences
Workforce experiencesWorkforce experiences
Workforce experiences
 
Mobile UX: What to look for in 2014
Mobile UX: What to look for in 2014Mobile UX: What to look for in 2014
Mobile UX: What to look for in 2014
 
Wykorzystanie grywalizacji w projektowaniu UX. Product Camp 2015
Wykorzystanie grywalizacji w projektowaniu UX. Product Camp 2015Wykorzystanie grywalizacji w projektowaniu UX. Product Camp 2015
Wykorzystanie grywalizacji w projektowaniu UX. Product Camp 2015
 
Cs 01 Dua Using Cultural Change To Introduce E V P M
Cs 01 Dua   Using Cultural Change To Introduce E V P MCs 01 Dua   Using Cultural Change To Introduce E V P M
Cs 01 Dua Using Cultural Change To Introduce E V P M
 
Product Management - Zarządzanie produktem internetowym
Product Management - Zarządzanie produktem internetowymProduct Management - Zarządzanie produktem internetowym
Product Management - Zarządzanie produktem internetowym
 
User Mental Model_Data Science
User Mental Model_Data ScienceUser Mental Model_Data Science
User Mental Model_Data Science
 
Mobile application is a product as well. How to make use of industial design ...
Mobile application is a product as well. How to make use of industial design ...Mobile application is a product as well. How to make use of industial design ...
Mobile application is a product as well. How to make use of industial design ...
 
Why values, human needs and motivations matter in branding
Why values, human needs and motivations matter in branding Why values, human needs and motivations matter in branding
Why values, human needs and motivations matter in branding
 
Product Marketing
Product MarketingProduct Marketing
Product Marketing
 
High Fidelity UI Prototyping - Because JPG Attachments S*ck
High Fidelity UI Prototyping - Because JPG Attachments S*ckHigh Fidelity UI Prototyping - Because JPG Attachments S*ck
High Fidelity UI Prototyping - Because JPG Attachments S*ck
 
No One Team Should Have All That Power (Expanded Version)
No One Team Should Have All That Power (Expanded Version)No One Team Should Have All That Power (Expanded Version)
No One Team Should Have All That Power (Expanded Version)
 
Boosting Brands with UX Design
Boosting Brands with UX DesignBoosting Brands with UX Design
Boosting Brands with UX Design
 
Pursuing Elegance - Introduction to Elegance in Digital Product Design @amUX
Pursuing Elegance - Introduction to Elegance in Digital Product Design @amUXPursuing Elegance - Introduction to Elegance in Digital Product Design @amUX
Pursuing Elegance - Introduction to Elegance in Digital Product Design @amUX
 
Organizing Product Management
Organizing Product ManagementOrganizing Product Management
Organizing Product Management
 
The coffee mug paradigm - A lean product marketing case study
The coffee mug paradigm - A lean product marketing case studyThe coffee mug paradigm - A lean product marketing case study
The coffee mug paradigm - A lean product marketing case study
 
Shaping Organizations to Deliver Great User Experiences
Shaping Organizations to Deliver Great User ExperiencesShaping Organizations to Deliver Great User Experiences
Shaping Organizations to Deliver Great User Experiences
 
Learning IxD From Everyday Objects
Learning IxD From Everyday ObjectsLearning IxD From Everyday Objects
Learning IxD From Everyday Objects
 
Product Management 101: #1 How To Create Products Customer Love.
Product Management 101: #1 How To Create Products Customer Love.Product Management 101: #1 How To Create Products Customer Love.
Product Management 101: #1 How To Create Products Customer Love.
 
UX, Marketing & Brand: Designing customer experiences where digital marketing...
UX, Marketing & Brand: Designing customer experiences where digital marketing...UX, Marketing & Brand: Designing customer experiences where digital marketing...
UX, Marketing & Brand: Designing customer experiences where digital marketing...
 
Organization Design for Design Organizations - CanUX 2015
Organization Design for Design Organizations - CanUX 2015Organization Design for Design Organizations - CanUX 2015
Organization Design for Design Organizations - CanUX 2015
 

Similar to Making Business Human: Delivering Great Experiences in a Connected Age

From notification to participation slide share
From notification to participation   slide shareFrom notification to participation   slide share
From notification to participation slide share
Stefano Pogliani
 
Enterprise Customer Experience - DRI
Enterprise Customer Experience - DRIEnterprise Customer Experience - DRI
Enterprise Customer Experience - DRI
Mitch Lieberman
 
5 steps to becoming a social enterprise andrew bishop-jacobs
5 steps to becoming a social enterprise andrew bishop-jacobs5 steps to becoming a social enterprise andrew bishop-jacobs
5 steps to becoming a social enterprise andrew bishop-jacobs
Jacobs Australia
 
Conscious Culture Creates Brand Value
Conscious Culture Creates Brand ValueConscious Culture Creates Brand Value
Conscious Culture Creates Brand Value
Resonant Insights LLC
 
International Innovation for AURA
International Innovation for AURAInternational Innovation for AURA
International Innovation for AURA
Nick Coates
 

Similar to Making Business Human: Delivering Great Experiences in a Connected Age (20)

Smart Brands in the Connected Age
Smart Brands in the Connected AgeSmart Brands in the Connected Age
Smart Brands in the Connected Age
 
From notification to participation slide share
From notification to participation   slide shareFrom notification to participation   slide share
From notification to participation slide share
 
Enterprise Customer Experience by Mitch Lieberman, DRI
Enterprise Customer Experience by Mitch Lieberman, DRIEnterprise Customer Experience by Mitch Lieberman, DRI
Enterprise Customer Experience by Mitch Lieberman, DRI
 
Tim Leberecht@NEXT09: The Seven Rules of the Chief Meaning Officer
Tim Leberecht@NEXT09: The Seven Rules of the Chief Meaning OfficerTim Leberecht@NEXT09: The Seven Rules of the Chief Meaning Officer
Tim Leberecht@NEXT09: The Seven Rules of the Chief Meaning Officer
 
2011’s HOT BUTTON TOPIC: ENGAGEMENT THROUGH GAMIFICATION.
2011’s HOT BUTTON TOPIC: ENGAGEMENT THROUGH GAMIFICATION.2011’s HOT BUTTON TOPIC: ENGAGEMENT THROUGH GAMIFICATION.
2011’s HOT BUTTON TOPIC: ENGAGEMENT THROUGH GAMIFICATION.
 
Enterprise Customer Experience - DRI
Enterprise Customer Experience - DRIEnterprise Customer Experience - DRI
Enterprise Customer Experience - DRI
 
5 steps to becoming a social enterprise andrew bishop-jacobs
5 steps to becoming a social enterprise andrew bishop-jacobs5 steps to becoming a social enterprise andrew bishop-jacobs
5 steps to becoming a social enterprise andrew bishop-jacobs
 
Why Traditional Intranets Fail Today's Knowledge Workers
Why Traditional Intranets Fail Today's Knowledge WorkersWhy Traditional Intranets Fail Today's Knowledge Workers
Why Traditional Intranets Fail Today's Knowledge Workers
 
the Agile Virtual Enterprise - empty concept or future necessity?
the Agile Virtual Enterprise - empty concept or future necessity?the Agile Virtual Enterprise - empty concept or future necessity?
the Agile Virtual Enterprise - empty concept or future necessity?
 
Beyond Usability
Beyond UsabilityBeyond Usability
Beyond Usability
 
Conscious Culture Creates Brand Value
Conscious Culture Creates Brand ValueConscious Culture Creates Brand Value
Conscious Culture Creates Brand Value
 
Future Workplace
Future WorkplaceFuture Workplace
Future Workplace
 
Hr roundtable 120323
Hr roundtable 120323Hr roundtable 120323
Hr roundtable 120323
 
International Innovation for AURA
International Innovation for AURAInternational Innovation for AURA
International Innovation for AURA
 
Digital literacy - a new language for disruption
Digital literacy - a new language for disruptionDigital literacy - a new language for disruption
Digital literacy - a new language for disruption
 
Superstars are the foundation of growth
Superstars are the foundation of growthSuperstars are the foundation of growth
Superstars are the foundation of growth
 
The Superstar Company
The Superstar CompanyThe Superstar Company
The Superstar Company
 
Social Software - Driving Adoption
Social Software - Driving AdoptionSocial Software - Driving Adoption
Social Software - Driving Adoption
 
Eye Candy IS A Critical Business Requirement
Eye Candy IS A Critical Business RequirementEye Candy IS A Critical Business Requirement
Eye Candy IS A Critical Business Requirement
 
How To Sell Your UX Vision- UX Scotland 2015
How To Sell Your UX Vision- UX Scotland 2015How To Sell Your UX Vision- UX Scotland 2015
How To Sell Your UX Vision- UX Scotland 2015
 

More from Peter Merholz

More from Peter Merholz (10)

DESIGN LEADERSHIP TRUISMS and COACH, DIPLOMAT, CHAMPION, ARCHITECT
DESIGN LEADERSHIP TRUISMS and COACH, DIPLOMAT, CHAMPION, ARCHITECTDESIGN LEADERSHIP TRUISMS and COACH, DIPLOMAT, CHAMPION, ARCHITECT
DESIGN LEADERSHIP TRUISMS and COACH, DIPLOMAT, CHAMPION, ARCHITECT
 
Org Design is (Largely) Information Architecture
Org Design is (Largely) Information ArchitectureOrg Design is (Largely) Information Architecture
Org Design is (Largely) Information Architecture
 
Design at Scale is People!
Design at Scale is People! Design at Scale is People!
Design at Scale is People!
 
Coach, Diplomat, Champion, Architect: The Complete Design Leader
Coach, Diplomat, Champion, Architect: The Complete Design LeaderCoach, Diplomat, Champion, Architect: The Complete Design Leader
Coach, Diplomat, Champion, Architect: The Complete Design Leader
 
Org Design for Design Orgs - The Workshop
Org Design for Design Orgs - The WorkshopOrg Design for Design Orgs - The Workshop
Org Design for Design Orgs - The Workshop
 
12 Qualities of Effective Design Organizations
12 Qualities of Effective Design Organizations12 Qualities of Effective Design Organizations
12 Qualities of Effective Design Organizations
 
The experience is the product (for Mind The Product 2016)
The experience is the product (for Mind The Product 2016)The experience is the product (for Mind The Product 2016)
The experience is the product (for Mind The Product 2016)
 
The Double Diamond Model of Product Definition and Execution
The Double Diamond Model of Product Definition and ExecutionThe Double Diamond Model of Product Definition and Execution
The Double Diamond Model of Product Definition and Execution
 
In order for UX to achieve it’s potential, we need to reframe it as a profess...
In order for UX to achieve it’s potential, we need to reframe it as a profess...In order for UX to achieve it’s potential, we need to reframe it as a profess...
In order for UX to achieve it’s potential, we need to reframe it as a profess...
 
Experience Is The Product
Experience Is The ProductExperience Is The Product
Experience Is The Product
 

Recently uploaded

Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Dubai Multi Commodity Centre
 
Constitution of Company Article of Association
Constitution of Company Article of AssociationConstitution of Company Article of Association
Constitution of Company Article of Association
seri bangash
 

Recently uploaded (20)

PitchBook’s Guide to VC Funding for Startups
PitchBook’s Guide to VC Funding for StartupsPitchBook’s Guide to VC Funding for Startups
PitchBook’s Guide to VC Funding for Startups
 
Series A Fundraising Guide (Investing Individuals Improving Our World) by Accion
Series A Fundraising Guide (Investing Individuals Improving Our World) by AccionSeries A Fundraising Guide (Investing Individuals Improving Our World) by Accion
Series A Fundraising Guide (Investing Individuals Improving Our World) by Accion
 
The Ultimate Guide to IPTV App Development Process_ Step-By-Step Instructions
The Ultimate Guide to IPTV App Development Process_ Step-By-Step InstructionsThe Ultimate Guide to IPTV App Development Process_ Step-By-Step Instructions
The Ultimate Guide to IPTV App Development Process_ Step-By-Step Instructions
 
Using Generative AI for Content Marketing
Using Generative AI for Content MarketingUsing Generative AI for Content Marketing
Using Generative AI for Content Marketing
 
Potato Flakes Manufacturing Plant Project Report.pdf
Potato Flakes Manufacturing Plant Project Report.pdfPotato Flakes Manufacturing Plant Project Report.pdf
Potato Flakes Manufacturing Plant Project Report.pdf
 
Copyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to KnowCopyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to Know
 
HR and Employment law update: May 2024.
HR and Employment law update:  May 2024.HR and Employment law update:  May 2024.
HR and Employment law update: May 2024.
 
HAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future ProspectsHAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future Prospects
 
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptxBlinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
 
Revolutionizing Industries: The Power of Carbon Components
Revolutionizing Industries: The Power of Carbon ComponentsRevolutionizing Industries: The Power of Carbon Components
Revolutionizing Industries: The Power of Carbon Components
 
LinkedIn Masterclass Techweek 2024 v4.1.pptx
LinkedIn Masterclass Techweek 2024 v4.1.pptxLinkedIn Masterclass Techweek 2024 v4.1.pptx
LinkedIn Masterclass Techweek 2024 v4.1.pptx
 
Equinox Gold Corporate Deck May 24th 2024
Equinox Gold Corporate Deck May 24th 2024Equinox Gold Corporate Deck May 24th 2024
Equinox Gold Corporate Deck May 24th 2024
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
 
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
 
Cracking the Change Management Code Main New.pptx
Cracking the Change Management Code Main New.pptxCracking the Change Management Code Main New.pptx
Cracking the Change Management Code Main New.pptx
 
Inside the Black Box of Venture Capital (VC)
Inside the Black Box of Venture Capital (VC)Inside the Black Box of Venture Capital (VC)
Inside the Black Box of Venture Capital (VC)
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdf
 
Constitution of Company Article of Association
Constitution of Company Article of AssociationConstitution of Company Article of Association
Constitution of Company Article of Association
 
Hyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings releaseHyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings release
 
Pitch Deck Teardown: Terra One's $7.5m Seed deck
Pitch Deck Teardown: Terra One's $7.5m Seed deckPitch Deck Teardown: Terra One's $7.5m Seed deck
Pitch Deck Teardown: Terra One's $7.5m Seed deck
 

Making Business Human: Delivering Great Experiences in a Connected Age

  • 1. Making Business Human: Delivering Great Experiences in a Connected Age #ias12 Peter Merholz e: peterme@inflection.com, peterme@peterme.com t: @peterme
  • 2. WARNING: There will be very little actionable wisdom. 2
  • 3. Awareness of user experience is at an all-time high 3
  • 4. Apple’s has the largest market cap of any company. Simply Hired lists 4,500 jobs in the United States with “user experience” in it’s description. UX conferences set new attendance records every year. “It’s a magical time to be doing what we’re doing” 4
  • 5. 362 firms 95% say they are “customer focused” 80% say they deliver a “superior experience” How many of these firms’ customers agree that they deliver a superior experience? 8% from “Closing the Delivery Gap” by Bain & Company
  • 6. Forrester’s 2012 Customer Experience Index 6
  • 7. Why are so many user experiences so bad? 7
  • 8. The technology is more immediate, accessible, distributed. Experience design processes and methods are mature. We’re investing in these practices like never before. But... 8
  • 9. Do you work in a company with an org chart? Where you have a clear, hierarchical reporting structure? Do job titles determine work responsibilities and salary? Are there policies, procedures, and rules for you to follow? Do people work in cubicles, visually isolated from colleagues? Are meetings primarily about the status of various initiatives? When engaging consultants, do you issue an RFP, and require a list of deliverables that will be delivered within a certain specified time? 9
  • 10. If you answered “yes” to those questions, then you work in a bureaucracy 10
  • 11. Many assume bureaucracies are just how work is done. But they were created for a purpose. 11
  • 12. 12
  • 13. 13
  • 15. 15
  • 16. The “iron cage” of bureaucracy 16
  • 17. Industrial/Information age Connected age Products Services Manufacturing Customer experience Ownership Access Stocks Flows Efficiency Effectiveness Analytical Generative Silos Cross-functional Hierarchical Hyperlinked Algorithmic Heuristic External rewards Intrinsic motivation Individual Social Isolation Relationships 17
  • 18. What are relationships based on? 18
  • 20. 2011 Temkin Trust Ratings 2012 Temkin Experience Ratings
  • 21. “Colleen [Barrett] is primarily responsible for the humanistic culture that we have at Southwest today...One of the really significant things she did was give our people on the front line a lot of flexibility. Basically, she ascertained that we could not anticipate every situation that would evolve in a given station at a passenger terminal. Therefore, she told our employees— and meant it—that as long as you are leaning toward the customer, you are OK... They did not need to ask permission from anybody to do so.” Herb Kelleher, founder of Southwest Airlines
  • 22. If you trust your employees, your customers are more likely to trust you 22
  • 23. March 2011 on kottke.org... 23
  • 24. 24
  • 25. How might we widen the circle of trust? 25
  • 30. 30
  • 31. CUSTOMERS Lose Win Win YAY! BUSINESS Lose
  • 32. 32
  • 33. 33
  • 34. 34
  • 35. Management Trust Staff Customers 35
  • 38. 38
  • 39. From the Netflix Blog “...we have realized that there is still a very large continuing demand for DVDs both from our existing members as well as non-members. Given the long life we think DVDs by mail will have, treating DVDs as a $2 add on to our unlimited streaming plan neither makes great financial sense nor satisfies people who just want DVDs. Creating an unlimited DVDs by mail plan (no streaming) at our lowest price ever, $7.99, does make sense and will ensure a long life for our DVDs by mail offering...” 39
  • 40. Netflix forgot that most people are not like the people who work at Netflix. 40
  • 41. Netflix also hadn’t realized that any relationship, even a business relationship with customers, is an emotional one. 41
  • 42. 42
  • 43. Foresee Holiday 2011 Retail Satisfaction
  • 44. The value of empathy (roughly $10 billion) 44
  • 45. What’s with all this talk about “design thinking”? Well, everything I ever needed to know about managing experiences... 45
  • 48. Express visually and tactilely http://http://www.flickr.com/photos/copleys/1842854394/ 48
  • 49. All contributors are equal http://www.flickr.com/photos/wwworks/2885861465/ 49
  • 51. 51
  • 52. side note: don’t let Facilities get in your way 52
  • 53. The Connected Age requires business to embrace what makes us human. 53
  • 54. complexification X connectedness = Chaos and unpredictability 54
  • 55. Industrial/Information age Connected age Products Services Manufacturing Customer experience Ownership Access Stocks Flows Efficiency Effectiveness this Analytical Intuitive stuff Silos Cross-functional is Hierarchical Hyperlinked messy! Algorithmic Heuristic External rewards Intrinsic motivation Individual Social Isolation Relationships 55
  • 56. Great member experiences fuse left and right brain approaches We need... Left brain Right brain Analytic Emotional Rigorous Visionary Bottom-up Top-down Engineered Creative Evaluative Generative Quantitative Qualitative And this is insufficient 56
  • 57. 57
  • 58. My favorite passage from Steve Jobs Jobs did not organize Apple into semiautonomous divisions; he closely controlled all his teams and pushed them to work as one cohesive and flexible company, with one profit-and-loss bottom line. “We don’t have ‘divisions’ with their own P&L,” said Tim Cook. “We run one P&L for the company.” 58
  • 59. 59
  • 60. Just one more story... 60
  • 61. 61
  • 62. Instead of the penetration of the organizational systems into the body...we see precisely the reverse, the extension of messy, open-ended techniques of clothing, layering, and stitching from real fabric into organizational fabric as well. 62
  • 63. More playful More emotional More social More respectful More emotional How can you make your organizations more human? More creative More interdependent More physical More sensorial More trusting 63
  • 64. More playful More emotional More social More respectful More emotional How can you make your organizations more human? More creative More interdependent More physical More sensorial More trusting Thank you. 64