SDNC13 -Day1- Magic Mirrors to Wisdom Banks – Designing Digital Experiences for the Internet of Everything Age by Clive Grinyer

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Designing Digital Experiences for the Internet of Everything Age by Clive Grinyer - Cisco Consultancy Services

Clive Grinyer is Director of Design and Customer Experience for Cisco Consultancy Services team, designing innovative new digital solutions for Cisco’s clients.
Clive designs digital customer experiences for retail, financial services and public sector projects. His recent projects include digital installations for the cities of Barcelona and Amsterdam, UK retailers Marks and Spencer, Tesco and John Lewis, the Dialogue Café public video installation in cities around the world and work in the Netherlands and Wales on digital services for an ageing population.

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SDNC13 -Day1- Magic Mirrors to Wisdom Banks – Designing Digital Experiences for the Internet of Everything Age by Clive Grinyer

  1. 1. • Clive Grinyer • unemployed • SDNC Cardiff • 19 November 2013
  2. 2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  3. 3. Apple Mac user Conflict Resolution Welsh Speaker Youth Rugby Coach motor bike Pontypool Volunteer Fireman
  4. 4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  5. 5. Choosing Joining Research, trial, compare and decide Purchase or subscribe to products and services • • • • • • Point-ofpurchase • Web Store • Delivery • Install Brand Advertising Feature/Price Friends Availability Source: Cisco IBSG, 2009 Using Growing Staying Set up, Speed of Adoption, Use Increase use, upsell, tell friends Customer retention, repeat business • • • • • • • • •  Design Packaging Out of Box User manual Help Desk Billing Service Upgrade Web/ Mobile    Loyalty Programs Personalize Web/Mobile CSR
  6. 6. home store self serve
  7. 7. 1. Choosing Key “use cases”/ client needs/triggers 2. Joining 3. Using 4. Growing 5. Staying Proposition, user experience, service and loyalty Multichannel Disconnected experience with disparate approaches from many channels Omnichannel Seamless connected experience adapting to external circumstances Contextual Proactive, anticipates changes to circumstance, learns from my behaviour, opt in/out flexibility
  8. 8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
  9. 9. Lighting and connectivity as a service Energy monitoring and cost savings Business promotion platform Analytics of people and actions Location based services Urban regeneration Personalisation Community tools Street performance Traffic management Data hotspots Navigation and Wayfinding Window to the World
  10. 10. service design is growing up
  11. 11. the new frontier of design
  12. 12. bigger than design
  13. 13. alchemy
  14. 14. open
  15. 15. words
  16. 16. exposing ridiculousness
  17. 17. being deliberate
  18. 18. mash up versus process (just do it)
  19. 19. improves services, insurance, hospitals..
  20. 20. manages customer emotions
  21. 21. measureable!
  22. 22. imitators
  23. 23. disruptive business models
  24. 24. consultants and in house
  25. 25. servicise
  26. 26. painful and fulfilling
  27. 27. not just innovation
  28. 28. vertical
  29. 29. put on your suit…and tie
  30. 30. dissolving design disciplines
  31. 31. design entrepreneurs
  32. 32. new customers
  33. 33. new touchpoints
  34. 34. new technology
  35. 35. future is dangerous
  36. 36. future to be designed
  37. 37. Service design is here to stay, it’s not just a new(ish) discipline or a fad
  38. 38. 73
  39. 39. 75
  40. 40. Transport Education Energy Business Home Earth
  41. 41. www.twitter.com/clivegrinyer clive@clivegrinyer.com www.clivegrinyer.com

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