The Accenture Fjord Trend Report features what we believe to be the most significant technology and business developments emerging and how they will impact our lives.
Our Trends Report is the result of months of research, discussions, and debate, pooling the collective experience at Fjord and Accenture Interactive and distilled into ten core ideas.
Visit trends.fjordnet.com and follow the conversation at #FjordTrends.
Enjoy!
Future of commerce: Understanding Southeast Asian consumers- AccentureAccenture ASEAN
Consumer packaged goods (CPG) companies must embrace digital commerce to win in an estimated US$340 billion worth of market growth in Asia Pacific.
The sales and marketing ecosystem is changing because of a new generation of consumers in Asia and pervasive digital technologies.
Our research shows that consumers in Asia are not satisfied with their purchase journeys. They seek a single platform where they can act on impulse buy decisions, get tailored product recommendations, and are always connected to their favorite brands.
CPG companies need to bridge existing gaps in consumers’ purchase journeys and provide seamless shopping experiences by building their ecommerce capabilities.
Rapid technological advancements are opening up new possibilities for innovation, intelligence and automation. Intelligent Automation is being used across multiple industries to create new value for businesses and society alike.
The document summarizes the process used by Accenture to develop their annual Technology Vision report. It involves gathering input from an external advisory board, conducting interviews with technology experts, and tapping into Accenture's global workforce using collaboration technologies and crowd-sourcing. Nearly 3,000 Accenture employees actively contributed ideas to help uncover emerging technology themes for the report.
Disruptive innovation creates new market and reshapes existing one. To achieve growth in a fast-changing world, you want to be a disruptor, don't be disrupted!
The wearable trend is here and its impact will be broad and significant. From fitness, to wellness and beyond, wearable technology will be a major part of the internet of things movement.
Putting People First: Building the Future Supply Chain Workforceaccenture
Intelligent technologies like AI, IoT, and digital twins are transforming supply chains and the roles within them. Many existing supply chain roles will focus more on monitoring machines, interpreting data, and providing guidance rather than executing manual tasks. This will require workers to develop new skills in innovation, creativity, collaboration and leadership. However, many companies have rushed adoption of new technologies without properly engaging their workforce. Leading companies recognize the need to put people first by developing skills at scale through AI, fostering traditional valuable skills, and involving workers in new initiatives from the start. Preparing employees for the future of work will be critical as intelligent machines reshape supply chain jobs.
A New Generation of Digital Health Customers by Alain PeddleThe Digital Insurer
- Ping An Health aims to improve healthcare experiences in China through innovative digital solutions like its Good Doctor platform which provides online access to doctors, specialists, medications and more (1 sentence).
- It seeks to manage healthcare costs by promoting prevention and chronic disease management using personalized plans, reminders and rewards to encourage healthy behaviors (1 sentence).
- Ping An has a roadmap to develop a more efficient and contained healthcare system through vertical integration of online and offline services and exploiting big data, networks and other digital tools (1 sentence).
Fixing the Insurance Industry: How Big Data can Transform Customer SatisfactionCapgemini
Insurers are facing a moment of truth. Customer satisfaction levels have hit worryingly low levels. According to a survey conducted by Capgemini in 2014, less than a third of customers globally are satisfied with the services of their insurance providers. Traditional insurers also face competition from new entrants who are determined to meet customer expectations. Non-traditional competitors, such as ecommerce majors and technology startups, are leveraging their data-rich customer interactions to create and sell insurance products.
Surprisingly, insurers seem to have overlooked the impact of Big Data on improving customer experience as they often focus their Big Data efforts on detecting fraudulent claims and improving underwriting profitability. In fact, only 12% of insurers consider the enhancement of customer experience as a top Big Data priority. This is startling given the poor levels of customer satisfaction in the insurance industry. In this research, we examine how insurers can effectively leverage customer data to improve customer satisfaction.
Future of commerce: Understanding Southeast Asian consumers- AccentureAccenture ASEAN
Consumer packaged goods (CPG) companies must embrace digital commerce to win in an estimated US$340 billion worth of market growth in Asia Pacific.
The sales and marketing ecosystem is changing because of a new generation of consumers in Asia and pervasive digital technologies.
Our research shows that consumers in Asia are not satisfied with their purchase journeys. They seek a single platform where they can act on impulse buy decisions, get tailored product recommendations, and are always connected to their favorite brands.
CPG companies need to bridge existing gaps in consumers’ purchase journeys and provide seamless shopping experiences by building their ecommerce capabilities.
Rapid technological advancements are opening up new possibilities for innovation, intelligence and automation. Intelligent Automation is being used across multiple industries to create new value for businesses and society alike.
The document summarizes the process used by Accenture to develop their annual Technology Vision report. It involves gathering input from an external advisory board, conducting interviews with technology experts, and tapping into Accenture's global workforce using collaboration technologies and crowd-sourcing. Nearly 3,000 Accenture employees actively contributed ideas to help uncover emerging technology themes for the report.
Disruptive innovation creates new market and reshapes existing one. To achieve growth in a fast-changing world, you want to be a disruptor, don't be disrupted!
The wearable trend is here and its impact will be broad and significant. From fitness, to wellness and beyond, wearable technology will be a major part of the internet of things movement.
Putting People First: Building the Future Supply Chain Workforceaccenture
Intelligent technologies like AI, IoT, and digital twins are transforming supply chains and the roles within them. Many existing supply chain roles will focus more on monitoring machines, interpreting data, and providing guidance rather than executing manual tasks. This will require workers to develop new skills in innovation, creativity, collaboration and leadership. However, many companies have rushed adoption of new technologies without properly engaging their workforce. Leading companies recognize the need to put people first by developing skills at scale through AI, fostering traditional valuable skills, and involving workers in new initiatives from the start. Preparing employees for the future of work will be critical as intelligent machines reshape supply chain jobs.
A New Generation of Digital Health Customers by Alain PeddleThe Digital Insurer
- Ping An Health aims to improve healthcare experiences in China through innovative digital solutions like its Good Doctor platform which provides online access to doctors, specialists, medications and more (1 sentence).
- It seeks to manage healthcare costs by promoting prevention and chronic disease management using personalized plans, reminders and rewards to encourage healthy behaviors (1 sentence).
- Ping An has a roadmap to develop a more efficient and contained healthcare system through vertical integration of online and offline services and exploiting big data, networks and other digital tools (1 sentence).
Fixing the Insurance Industry: How Big Data can Transform Customer SatisfactionCapgemini
Insurers are facing a moment of truth. Customer satisfaction levels have hit worryingly low levels. According to a survey conducted by Capgemini in 2014, less than a third of customers globally are satisfied with the services of their insurance providers. Traditional insurers also face competition from new entrants who are determined to meet customer expectations. Non-traditional competitors, such as ecommerce majors and technology startups, are leveraging their data-rich customer interactions to create and sell insurance products.
Surprisingly, insurers seem to have overlooked the impact of Big Data on improving customer experience as they often focus their Big Data efforts on detecting fraudulent claims and improving underwriting profitability. In fact, only 12% of insurers consider the enhancement of customer experience as a top Big Data priority. This is startling given the poor levels of customer satisfaction in the insurance industry. In this research, we examine how insurers can effectively leverage customer data to improve customer satisfaction.
The Era of Living Services: RILA 2017 Leadership Forumaccenture
The retail industry is in a state of disruption. Successful retailers are behaving differently. Rather than adding new ways of working on a 20th century business, they are redesigning their business to place 21st century values and practices into the very fabric of who they are. They are creating a Living Business -- A business that recognizes that technology alone isn’t enough to drive sustainable transformation.
People - Living Businesses put people at the heart of their organization and consider their needs, pains and delights at every stage of transformation.
Design - Design provides a common language across disciplines. It enables collaboration and breaks down silos.
This session brought these ideas to life through a combination of proprietary research, concrete examples, and practical next steps.
Visit www.accenture.com/rila to learn more.
The mobile channel is increasingly important to retail financial services firms. This is driven by a variety of factors, including the widespread adoption of smartphones, more powerful phone operating systems and,
crucially, the rise of Millennial customers.
In our February 2016 survey of online investors, 71% of Millennials indicated that they had logged into their
brokerage account using a mobile device in the past 12 months, compared to 44% of Baby Boomers. Further,
51% of Millennials said that their brokerage firm’s mobile capabilities were “very important” or “extremely
important” to them, versus 23% of Baby Boomers. Our recent surveys of retirement plan participants and bank
customers show similar generational differences. Collectively, these surveys suggest mobile will increasingly define the digital experience for financial services as Millennials become the industry’s core customer base.
To accommodate changing customer demographics and the growing significance of the mobile experience, we expect financial services firms to continue to enhance their apps this year. Developments may include 3D Touch and leveraging such cutting edge capabilities as artificial intelligence (AI), voice technology and expanded biometric authentication techniques. Some will likely introduce more personalized content and offer easier access to key account information (e.g., pre-login), making it simpler for clients to interact with them. In this annual mobile trends
review, we explore these and other trends and innovations that are likely to shape the mobile experience this year and beyond.
Fjord Trends 2020: Emerging Trends in Business | Accentureaccenture
Accenture's Fjord Trends 2020 provides insight on business trends impacting business, tech & design to help brands thrive in a changing world. Read more.
The document discusses trends in augmented reality (AR), virtual reality (VR), and mixed reality (MR) technologies, noting that while 2016 saw increased adoption and awareness of these technologies, most organizations' approaches to developing experiences with them remained siloed and lacked integration. In 2017, the document suggests, organizations will move beyond treating AR, VR and MR as separate and will instead focus on creating singular, integrated experiential platforms that combine different types of reality into "blurred reality" experiences.
Our new perspective on achieving the full potential of human and artificial intelligence.
By Fjord, design and innovation from Accenture Interactive, and Accenture The Dock.
Malaysia’s Digital Performance Index: Faster Than Ever Accenture ASEAN
Malaysian companies are in the early stages of digital transformation, with many not realizing financial benefits from digital strategies. While the Malaysian government aims to grow the digital economy to 20% of GDP by 2020, an index of major Malaysian firms found they perform best in planning digitally but lack digital integration across key business areas like manufacturing, selling, and management. To fully harness digital's potential, companies must make it central to their business strategy, drive fast innovation, create relevant customer experiences, establish flexible structures, and leverage partnerships.
Public Service Innovation: Lessons from the Mastersaccenture
The document discusses innovation in the public sector and identifies three key lessons from innovation masters - public organizations that are leading in innovation. The three lessons are: 1) Embracing ambitious change by anticipating disruption and rising citizen demands. 2) Investing wisely by balancing new initiatives with essential services. 3) Prioritizing collaboration through partnerships that fuel innovation. Innovation masters differentiate themselves through these practices to better serve citizens.
1) The document is a research report that summarizes a survey of over 2,000 American consumers on their perceptions of privacy regarding connected devices and the Internet of Things.
2) The survey found that consumers have significant concerns about how companies use and share their data from connected devices, and are anxious about third parties accessing their information without consent.
3) While exposure and adoption of connected technologies varies, the survey showed strong discomfort across all age groups regarding companies' collection and sale of personal data without transparency or consent.
The document discusses how consumer expectations are changing and companies must adapt their business models to engage with each consumer individually through personalized and authentic relationships. It identifies collecting more consumer and market data from various sources, analyzing big data in real-time, and using technologies like IoT to enrich consumer experiences as important technology priorities for consumer companies. SAP Leonardo and its cloud and IoT capabilities can help companies with digital transformation, gain new consumer insights, and accelerate their business in order to engage digital consumers.
This document discusses the rise of conversational banking through messaging apps and artificial intelligence. It notes that messaging apps are now the preferred way for customers, especially millennials, to interact with companies. Advances in AI mean that chatbots can take over repetitive customer service tasks. The document argues that conversational banking allows banks to combine messaging, AI, personalization and data to provide low-cost, personalized service that meets modern customer expectations. It provides tips for banks looking to implement conversational banking, such as recruiting talent, understanding technology, protecting user privacy and taking a hybrid approach using both AI and human agents.
Productivity Anywhere: the Future of Work for Utilitiesaccenture
The document discusses the future of hybrid and remote work in the utilities industry. It finds that most employees want a hybrid model where they can work remotely 25-75% of the time. However, certain roles must remain fully onsite. Successful hybrid and remote work requires meeting employees' fundamental needs, supporting their well-being, and having strong organizational resources and leadership. Companies should focus on empowering employees to be productive anywhere through flexibility, training, and trust-building.
Hugh Terry presented on digital insurance in Asia. Three major trends are driving change: technology is cheaper and easier to implement, data is more abundant and can power new business models, and consumers are more demanding. Insurers face disruption and need to transform existing models, create new models, or manage existing models. In Asia, opportunities exist to innovate in products, distribution, and customer experience through digital. Insurers must welcome multi-touch customers and leap ahead in digital product development to remain competitive. Leading insurers already have sizable digital workforces and are experimenting with innovation to transform.
Accenture publishes its technology vision annually. It is a distillation of our extensive research over the course of the previous 12 months, the experiences of our research teams and the input of our clients. In it, we outline the emerging technology trends that forward-thinking CIOs will use to position their organizations to drive growth and high performance, rather than just focusing on cost-cutting and efficiency improvements.
Business leaders now accept that their organizations’ future success is bound up with their ability to keep pace with technology. CIOs have to play a key role in helping these business leaders recognize and seize the opportunities enabled by new trends—but the price of progress will have to be paid, along with new risks assumed.
We believe six technology trends will influence business over the next three to five years:
Context-based services. Where you are and what you are doing will drive the next wave of digital services.
Converging data architectures. Successfully rebalancing the data architecture portfolio and blending the structured with the unstructured are key to turning data into new streams of value.
Industrialized data services. The ability to share data will make it more valuable—but only if it is managed differently.
Social-driven IT. Realize that social is not just a bolt-on marketing channel. It will have true business-wide impact.
PaaS-enabled agility. The maturing platform-as-a-service (PaaS) market will shift the emphasis from cost-cutting to business innovation, supporting rapid evolution for business processes that need continuous change.
Orchestrated analytical security. Organizations will have to accept that their gates will be breached and begin preparing their second line of defense—data platforms—to mitigate the damage caused by attacks that get through.
2019 Accenture Global Financial Services Consumer Study: Summaryaccenture
The document discusses the findings of Accenture's 2019 Global Financial Services Consumer Study. The study surveyed 47,000 banking and insurance customers across 28 markets to understand consumer values, preferences, and how they want to engage with financial providers. The key findings identified four consumer personas - Pioneers, Pragmatists, Skeptics, and Traditionalists. The personas vary in their appetite for integrated propositions, personalization, willingness to share data, preferences for physical and digital channels, and how they define trust in financial institutions. The document recommends that financial providers personalize offerings for each persona, strengthen data security, fully integrate physical and digital experiences, and expand business models through strategic partnerships.
The document discusses Internet of Things (IoT) and how it is enabling smart cities. It describes technologies that enable IoT like cheap sensors, bandwidth, processing power, and wireless coverage. It discusses the history and challenges of IoT. It outlines how IoT can be used across various sectors and environments like transportation, infrastructure, manufacturing, agriculture and more. It discusses how IoT can provide benefits like improved efficiency, reduced costs, and new revenue streams for cities. Finally, it discusses how citizen engagement and mobile applications can help build smart cities and provide solutions using IoT.
Fjord Trends 2020: Emerging Trends in Business | Accentureaccenture
Accenture's Fjord Trends 2020 provides insight on business trends impacting business, tech & design to help brands thrive in a changing world. Read more.
Digital transformation benchmark 2012 - capgemini consulting - digital tran...Rick Bouter
This document summarizes the findings of a survey on digital transformation in the retail banking industry. The survey found that while banks acknowledge the importance of digital transformation and use digital technologies in areas like customer analytics and service, they have not fully realized the potential of technologies like mobile and social media. Banks also lag in developing digital strategies and skills. Overall banks are in early stages of transitioning to digital and multi-channel models.
Digital disruption refers to using digital technologies to disrupt existing businesses and industries. It requires companies to rethink their entire business model, not just technology, and adopt the mindset of a digital disruptor. This involves thinking differently and focusing on giving customers what they really want. Companies must exploit digital platforms, have an ongoing relationship with customers, and view failure as feedback. To behave as a digital disruptor, companies should pursue adjacent opportunities to provide new customer benefits, give customers a total product experience, and let customer needs guide their innovation. They must also disrupt themselves by establishing digital disruption as a priority, identifying barriers between departments, and designing teams to find disruptive opportunities.
This document summarizes a research report on consumer sentiment regarding data sharing. A survey of 1,000 UK respondents was conducted to understand willingness to share health data and perceptions of benefits, barriers, and risks. Key findings include:
- People are reluctant to share sensitive personal data regardless of who they share with.
- Privacy and security concerns are the main barriers to sharing for 42-43% of people.
- While some see benefits like advancing medicine, most people cite no benefits for sharing basic or sensitive health data.
Curiosity Stop Special: Techcrunch Disrupt 2016We Are Social
Techcrunch Disrupt is where some of the world’s most game-changing technologies and tech innovations are first revealed. Didn’t get a chance to go? Fear not. We've identified six of the most interesting themes and talks from this year to keep you in the know of what’s going to be big over the coming months.
Top Trends from SXSW Interactive 2014. The Big Roundup.Ashika Chauhan
SXSW wasn’t just about one or two pieces of new tech, what it actually felt like was a glimpse into the not-so-distant future.
Trends you might of heard of like wearables, data and the internet of things are still around, but they’re beginning to grow-up and different industries are beginning to be disrupted as a result.
More than anything, the conference instilled a sense of responsibility in me. The decisions we make today, as people, as agencies and as brands will define the future we live in tomorrow.
The deck covers the most prominent trends from this year. I'd love to hear your thoughts, say hello @ashikachauhan.
Ashika Chauhan is Big’s Digital Experience Director and is passionate about creative innovation.
The Era of Living Services: RILA 2017 Leadership Forumaccenture
The retail industry is in a state of disruption. Successful retailers are behaving differently. Rather than adding new ways of working on a 20th century business, they are redesigning their business to place 21st century values and practices into the very fabric of who they are. They are creating a Living Business -- A business that recognizes that technology alone isn’t enough to drive sustainable transformation.
People - Living Businesses put people at the heart of their organization and consider their needs, pains and delights at every stage of transformation.
Design - Design provides a common language across disciplines. It enables collaboration and breaks down silos.
This session brought these ideas to life through a combination of proprietary research, concrete examples, and practical next steps.
Visit www.accenture.com/rila to learn more.
The mobile channel is increasingly important to retail financial services firms. This is driven by a variety of factors, including the widespread adoption of smartphones, more powerful phone operating systems and,
crucially, the rise of Millennial customers.
In our February 2016 survey of online investors, 71% of Millennials indicated that they had logged into their
brokerage account using a mobile device in the past 12 months, compared to 44% of Baby Boomers. Further,
51% of Millennials said that their brokerage firm’s mobile capabilities were “very important” or “extremely
important” to them, versus 23% of Baby Boomers. Our recent surveys of retirement plan participants and bank
customers show similar generational differences. Collectively, these surveys suggest mobile will increasingly define the digital experience for financial services as Millennials become the industry’s core customer base.
To accommodate changing customer demographics and the growing significance of the mobile experience, we expect financial services firms to continue to enhance their apps this year. Developments may include 3D Touch and leveraging such cutting edge capabilities as artificial intelligence (AI), voice technology and expanded biometric authentication techniques. Some will likely introduce more personalized content and offer easier access to key account information (e.g., pre-login), making it simpler for clients to interact with them. In this annual mobile trends
review, we explore these and other trends and innovations that are likely to shape the mobile experience this year and beyond.
Fjord Trends 2020: Emerging Trends in Business | Accentureaccenture
Accenture's Fjord Trends 2020 provides insight on business trends impacting business, tech & design to help brands thrive in a changing world. Read more.
The document discusses trends in augmented reality (AR), virtual reality (VR), and mixed reality (MR) technologies, noting that while 2016 saw increased adoption and awareness of these technologies, most organizations' approaches to developing experiences with them remained siloed and lacked integration. In 2017, the document suggests, organizations will move beyond treating AR, VR and MR as separate and will instead focus on creating singular, integrated experiential platforms that combine different types of reality into "blurred reality" experiences.
Our new perspective on achieving the full potential of human and artificial intelligence.
By Fjord, design and innovation from Accenture Interactive, and Accenture The Dock.
Malaysia’s Digital Performance Index: Faster Than Ever Accenture ASEAN
Malaysian companies are in the early stages of digital transformation, with many not realizing financial benefits from digital strategies. While the Malaysian government aims to grow the digital economy to 20% of GDP by 2020, an index of major Malaysian firms found they perform best in planning digitally but lack digital integration across key business areas like manufacturing, selling, and management. To fully harness digital's potential, companies must make it central to their business strategy, drive fast innovation, create relevant customer experiences, establish flexible structures, and leverage partnerships.
Public Service Innovation: Lessons from the Mastersaccenture
The document discusses innovation in the public sector and identifies three key lessons from innovation masters - public organizations that are leading in innovation. The three lessons are: 1) Embracing ambitious change by anticipating disruption and rising citizen demands. 2) Investing wisely by balancing new initiatives with essential services. 3) Prioritizing collaboration through partnerships that fuel innovation. Innovation masters differentiate themselves through these practices to better serve citizens.
1) The document is a research report that summarizes a survey of over 2,000 American consumers on their perceptions of privacy regarding connected devices and the Internet of Things.
2) The survey found that consumers have significant concerns about how companies use and share their data from connected devices, and are anxious about third parties accessing their information without consent.
3) While exposure and adoption of connected technologies varies, the survey showed strong discomfort across all age groups regarding companies' collection and sale of personal data without transparency or consent.
The document discusses how consumer expectations are changing and companies must adapt their business models to engage with each consumer individually through personalized and authentic relationships. It identifies collecting more consumer and market data from various sources, analyzing big data in real-time, and using technologies like IoT to enrich consumer experiences as important technology priorities for consumer companies. SAP Leonardo and its cloud and IoT capabilities can help companies with digital transformation, gain new consumer insights, and accelerate their business in order to engage digital consumers.
This document discusses the rise of conversational banking through messaging apps and artificial intelligence. It notes that messaging apps are now the preferred way for customers, especially millennials, to interact with companies. Advances in AI mean that chatbots can take over repetitive customer service tasks. The document argues that conversational banking allows banks to combine messaging, AI, personalization and data to provide low-cost, personalized service that meets modern customer expectations. It provides tips for banks looking to implement conversational banking, such as recruiting talent, understanding technology, protecting user privacy and taking a hybrid approach using both AI and human agents.
Productivity Anywhere: the Future of Work for Utilitiesaccenture
The document discusses the future of hybrid and remote work in the utilities industry. It finds that most employees want a hybrid model where they can work remotely 25-75% of the time. However, certain roles must remain fully onsite. Successful hybrid and remote work requires meeting employees' fundamental needs, supporting their well-being, and having strong organizational resources and leadership. Companies should focus on empowering employees to be productive anywhere through flexibility, training, and trust-building.
Hugh Terry presented on digital insurance in Asia. Three major trends are driving change: technology is cheaper and easier to implement, data is more abundant and can power new business models, and consumers are more demanding. Insurers face disruption and need to transform existing models, create new models, or manage existing models. In Asia, opportunities exist to innovate in products, distribution, and customer experience through digital. Insurers must welcome multi-touch customers and leap ahead in digital product development to remain competitive. Leading insurers already have sizable digital workforces and are experimenting with innovation to transform.
Accenture publishes its technology vision annually. It is a distillation of our extensive research over the course of the previous 12 months, the experiences of our research teams and the input of our clients. In it, we outline the emerging technology trends that forward-thinking CIOs will use to position their organizations to drive growth and high performance, rather than just focusing on cost-cutting and efficiency improvements.
Business leaders now accept that their organizations’ future success is bound up with their ability to keep pace with technology. CIOs have to play a key role in helping these business leaders recognize and seize the opportunities enabled by new trends—but the price of progress will have to be paid, along with new risks assumed.
We believe six technology trends will influence business over the next three to five years:
Context-based services. Where you are and what you are doing will drive the next wave of digital services.
Converging data architectures. Successfully rebalancing the data architecture portfolio and blending the structured with the unstructured are key to turning data into new streams of value.
Industrialized data services. The ability to share data will make it more valuable—but only if it is managed differently.
Social-driven IT. Realize that social is not just a bolt-on marketing channel. It will have true business-wide impact.
PaaS-enabled agility. The maturing platform-as-a-service (PaaS) market will shift the emphasis from cost-cutting to business innovation, supporting rapid evolution for business processes that need continuous change.
Orchestrated analytical security. Organizations will have to accept that their gates will be breached and begin preparing their second line of defense—data platforms—to mitigate the damage caused by attacks that get through.
2019 Accenture Global Financial Services Consumer Study: Summaryaccenture
The document discusses the findings of Accenture's 2019 Global Financial Services Consumer Study. The study surveyed 47,000 banking and insurance customers across 28 markets to understand consumer values, preferences, and how they want to engage with financial providers. The key findings identified four consumer personas - Pioneers, Pragmatists, Skeptics, and Traditionalists. The personas vary in their appetite for integrated propositions, personalization, willingness to share data, preferences for physical and digital channels, and how they define trust in financial institutions. The document recommends that financial providers personalize offerings for each persona, strengthen data security, fully integrate physical and digital experiences, and expand business models through strategic partnerships.
The document discusses Internet of Things (IoT) and how it is enabling smart cities. It describes technologies that enable IoT like cheap sensors, bandwidth, processing power, and wireless coverage. It discusses the history and challenges of IoT. It outlines how IoT can be used across various sectors and environments like transportation, infrastructure, manufacturing, agriculture and more. It discusses how IoT can provide benefits like improved efficiency, reduced costs, and new revenue streams for cities. Finally, it discusses how citizen engagement and mobile applications can help build smart cities and provide solutions using IoT.
Fjord Trends 2020: Emerging Trends in Business | Accentureaccenture
Accenture's Fjord Trends 2020 provides insight on business trends impacting business, tech & design to help brands thrive in a changing world. Read more.
Digital transformation benchmark 2012 - capgemini consulting - digital tran...Rick Bouter
This document summarizes the findings of a survey on digital transformation in the retail banking industry. The survey found that while banks acknowledge the importance of digital transformation and use digital technologies in areas like customer analytics and service, they have not fully realized the potential of technologies like mobile and social media. Banks also lag in developing digital strategies and skills. Overall banks are in early stages of transitioning to digital and multi-channel models.
Digital disruption refers to using digital technologies to disrupt existing businesses and industries. It requires companies to rethink their entire business model, not just technology, and adopt the mindset of a digital disruptor. This involves thinking differently and focusing on giving customers what they really want. Companies must exploit digital platforms, have an ongoing relationship with customers, and view failure as feedback. To behave as a digital disruptor, companies should pursue adjacent opportunities to provide new customer benefits, give customers a total product experience, and let customer needs guide their innovation. They must also disrupt themselves by establishing digital disruption as a priority, identifying barriers between departments, and designing teams to find disruptive opportunities.
This document summarizes a research report on consumer sentiment regarding data sharing. A survey of 1,000 UK respondents was conducted to understand willingness to share health data and perceptions of benefits, barriers, and risks. Key findings include:
- People are reluctant to share sensitive personal data regardless of who they share with.
- Privacy and security concerns are the main barriers to sharing for 42-43% of people.
- While some see benefits like advancing medicine, most people cite no benefits for sharing basic or sensitive health data.
Curiosity Stop Special: Techcrunch Disrupt 2016We Are Social
Techcrunch Disrupt is where some of the world’s most game-changing technologies and tech innovations are first revealed. Didn’t get a chance to go? Fear not. We've identified six of the most interesting themes and talks from this year to keep you in the know of what’s going to be big over the coming months.
Top Trends from SXSW Interactive 2014. The Big Roundup.Ashika Chauhan
SXSW wasn’t just about one or two pieces of new tech, what it actually felt like was a glimpse into the not-so-distant future.
Trends you might of heard of like wearables, data and the internet of things are still around, but they’re beginning to grow-up and different industries are beginning to be disrupted as a result.
More than anything, the conference instilled a sense of responsibility in me. The decisions we make today, as people, as agencies and as brands will define the future we live in tomorrow.
The deck covers the most prominent trends from this year. I'd love to hear your thoughts, say hello @ashikachauhan.
Ashika Chauhan is Big’s Digital Experience Director and is passionate about creative innovation.
Unexpected: Five Ways Technology Will Challenge ConventionsCognizant
A journey into the advanced technologies and changing business models that will radically alter the ways in which we live and work, today and tomorrow.
In this issue of WIN World Insights, we bring you the basics of the latest technological trends. Because, when you begin to understand them, you realize how they will hugely
impact our businesses, our lives and our future.
This document provides an introduction to cognitive solutions and how they are enhancing the way businesses operate. It discusses how cognitive solutions like IBM's Watson are able to learn from data to gain insights and understand information in a way that was previously not possible. The document highlights several ways that cognitive solutions are already being used by businesses, from aiding decision making to retaining expertise to providing predictive analytics. It also provides examples of how cognitive solutions can benefit both small and large businesses.
Cognitive solutions are enhancing how we live and work by providing practical ways to understand large amounts of data. While cognitive computing may seem complex, cognitive solutions can actually provide simple ways to clarify big data in a way that benefits both individuals and businesses. For example, cognitive capabilities are revolutionizing how we process personal data from devices and sensors by transforming unstructured data like language, images and sounds into useful information through application programming interfaces (APIs). This allows systems to better understand human activities and behavior over time through machine learning.
This document provides an introduction to cognitive solutions and how they are enhancing the way we live and work. It discusses how cognitive solutions like IBM's Watson are transforming industries by allowing more effective processing and understanding of data, including types of data like natural language, images and sound. The document includes examples of how cognitive solutions are being applied in areas like personal health, education toys, and how they can provide benefits to small and large businesses through expertise retention, agility and insights.
This document provides an introduction to cognitive solutions and how they are enhancing the way businesses operate. It discusses how cognitive solutions like IBM's Watson are able to learn from data to gain insights and understand information in a way that was previously not possible. The document highlights several ways that cognitive solutions are already being used by businesses, from aiding decision making to retaining expertise to providing predictive analytics. It also provides examples of how cognitive solutions can benefit both small and large businesses.
Cognitive solutions are enhancing how we live and work by making more data useful and actionable. With 2.5 quintillion bytes of new data created daily, cognitive solutions can help unlock value from the 80% of data that is currently unseen and unused. Technologies like IBM's Watson are using advanced natural language processing, computer vision and other APIs to transform unstructured data like speech, images and text into insights. Early applications include Under Armour's UA Record fitness app, which uses cognitive abilities to provide personalized coaching and recommendations based on a user's specific goals, behaviors and environment.
How cognitive solutions are enhancing the way we live and work. What are cognitive solutions? What can cognitive bring to your business? Find out here!
This document provides an introduction to cognitive solutions and how they are enhancing the way we live and work. It discusses how cognitive solutions like IBM's Watson are transforming industries by allowing more effective processing and understanding of data, including types of data like natural language, images and sound. The document includes examples of how cognitive solutions are being applied in areas like personal health, education toys, and how they can provide benefits to small and large businesses through expertise retention, agility and insights.
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2. WITH MORE THAN 750 DESIGNERS AND DEVELOPERS, THE BASE FROM WHICH
WE CREATE FJORD TRENDS IS NOW THREE TIMES AS DEEP AS IN 2013.
Our Trends focus on issues we expect to tackle in the coming year and the impact on design, users,
organizations and society. Once again, they reflect what our clients are asking for, our experiences as
citizens and users, and our well-informed guesses (we hope!) on the impact of emergent technology.
Some meta themes to take note of…
WELCOME TO FJORD TRENDS 2016!
2
3. Living Services underpins everything.
We see a continuing drive toward the goal of constantly
changing services, dynamically responding to user
needs and context in real time. Developments are
emerging fast, both at a technology level (the rise of AI)
and at the demand level (the quantified self is now a
widespread liquid expectation, not just the obsession of
a few).
Smaller, faster, flatter.
“The pace of change will never again be as slow as it is
now,” said Matthew Bishop, an editor for The Economist, at
the 2015 Innovation Forum. We see an acceleration of
services moving toward faster delivery in smaller chunks of
activity and content, enabled by APIs and the rise of
platforms. The disappearance of apps into platforms is one
manifestation of this; the democratization of luxury services
is another. Yet just as we seek to hide things, virtual reality
creates a whole new rich layer.
Social change through digital is unavoidable.
Whether it’s in the workplace, in the home or as a concerned
citizen, the urge to design for happiness and impact is one
common focus that resonates at the core of many of our
trends. We also look at the nuances of a four-generation
workforce and how they affect culture and innovation in
corporations.
Design thinking also needs to be about
design doing.
We’re seeing the largest companies bring the practice of
design in-house. Governments are creating entire bureaus
of digital engineers. And major corporations are using
design thinking to create better experiences for their
employees. There is plenty of evidence and momentum for
using design to catalyze change. The trick is not to get
stuck admiring the promise but activate the doing.
These are the new battlegrounds organizations need to understand if they hope
to be leaders in the markets that are emerging in 2016.
3
4. TABLE OF CONTENTS
01
WATCH…IT LISTENS
02
SERVICES WITH MANNERS
03
B2WE
04
DISAPPEARING APPS
05
THE FLATTENING
OF PRIVILEGE
06
FOR THE PEOPLE
07
HEALTHY IS
THE NEW WEALTHY
08
VR’S DREAMS
COME TRUE
09
TAKING THINGS OFF
THE THINKING LIST
10
DESIGN FROM WITHIN
4
5. WATCH…IT LISTENS
The true power of wearables and nearables? Through micromoments, they become students of you
6. 6
WATCH…IT LISTENS01
“AS PROMISING AS VOICE TECHNOLOGY IS AS A MEANS OF CONTROLLING
THE HOME, IT’S LIKELY ONLY A STEPPING STONE. THE REAL ACHIEVEMENT,
INDUSTRY INSIDERS SAY, WILL BE WHEN SIRI OR ALEXA CAN LEARN YOUR
PATTERNS WELL ENOUGH TO AUTOMATE THESE TASKS ALTOGETHER.”
– AUSTIN CARR, FAST COMPANY
Today, someone is always listening. We have listening devices strapped to our wrists that encourage us to
run farther or put down that extra slice of cake. Devices in our homes listen, respond and reorder. These are
new, everyday interactions that make it okay for us to share data previously kept private. Whether it’s
literally listening to voice commands or the streams of data we create, devices are learning from our
micromoments. Listening gives Amazon insight into what we buy and how often. And it’s listening that
shows insurance companies just how healthy we are.
In this ecosystem, every action can be beamed, but in return, we get effortless transactions and reactions,
not to mention (sometimes) an alternative to glowing screens.
7. WHAT’S GOING ON
Micromoments are mighty.
Listening technology allows us to act on any impulse whenever –
we can buy, learn, communicate, find, do. All of this has broken
the customer journey into a plethora of real-time, intent-driven
micromoments. It follows a very predictable pattern – immediate
need, relevant reply, repeat – but in an unpredictable sequence.
It’s changing the way we consume. People go online more often,
but don’t spend as much time per visit.
This shift has tremendous implications for brands: Consumers are
moving away from long-term immersive research, instead seeking
short periods of very focused activities that need to be satisfied
with bite-sized snippets. Deliver on these micromoments or
someone else will.
Each is an opportunity for brands to shape our habits. Changing
how people continue to “feed” existing habits is just as important
as creating new ones.
WATCH…IT LISTENS01
7
8. 8
Being able to detect exactly how and when consumers decide to
reorder a recurring product could prove to be priceless.
Faceless services have broken the privacy barrier. Services are
inside the home in ways that have never been possible before,
and they have the power to simplify our lives by automating
many tasks. But taking advantage of such convenience means
brands have access to every move we make. Aggregate that
data, and you can get a very interesting picture of a consumer.
AI will continue to further push the boundaries of intelligence
and design. IBM’s Watson, which uses cognitive technology in
a variety of applications from oncology to clinical trial
matches, is a technology platform that uses “natural language
processing and machine learning to reveal insights from large
amounts of unstructured data.” This type of cognitive
technology is the start of the next wave of digital disruption.
LOOKING FORWARD
WATCH…IT LISTENS01
8
9. FJORD SUGGESTS
Be first or be non-existent.
Providing ease through shorter interactions comes at a high cost
for competing brands. Early movers will have the ultimate
advantage. Imagine a scenario where you ask Alexa for more
yogurt, and she orders a brand you preselected. Instantly, every
other brand is edged out with a single command. Not every
brand should develop its own wearable, nearable or connected
environment. Consider whom to partner with to distribute your
service.
Listen and learn.
Brands must be able to listen to the messages they are being
sent, either explicitly or implicitly. At a minimum, design to show
you have heard.
Practice “services with manners.”
As brands continue to capture more data about customers’
lives, the question of privacy and data protection looms large.
Companies must consider how to best share and protect their
customers’ information. Read more about our view on Services
with Manners next.
WATCH…IT LISTENS01
9
10. WATCH…IT LISTENS: THOUGHTS FOR TAKEAWAY
Micro-Moments: Think with Google
https://www.thinkwithgoogle.com/
collections/micromoments.html
Microinteractions: Designing with Details
Dan Saffer
Notifications have come into their
own with microinteractions. Take
the Apple Watch “stand up”
notification; it alerts you when
you’ve been sitting down for too
long and gently reminds you to
stand up.
On average, it takes 66 days
for a new habit to form.
10
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
12. SERVICES WITH MANNERS02
WHAT WE DO WITH ALL OF THE DATA WE GENERATE WILL SHAPE OUR
FUTURE. BUSINESSES CAN TURN THE BIG DATA PRIVACY CRISIS INTO AN
OPPORTUNITY BY IMPLEMENTING SERVICES WITH MANNERS.
Smart technology is offering unprecedented views into who we are and what’s happening in our homes,
our cars, our bodies and our loved ones’ bodies. We’ve already begun to see Living Services positively
impact healthcare, city planning, environmental footprints and more. But with this surge of opportunity
comes an extraordinary level of responsibility, and the ability for organizations to leverage these vast data
sets in an ethical manner is more important than ever. The success of this connected, transformed world
largely hinges on how organizations choose to invest in proper, respectful data practices.
At Fjord, we call the etiquette of big data “services with manners.”
12
13. 13
WHAT’S GOING ON
Collection of personal data is nothing new. However, in the post-
Snowden era, the public is anxiously aware that businesses and
governments are doing so, and there is a pervasive Orwellian
culture of distrust.
Digital trust is more important than ever. In a data economy,
data protection and security is a social responsibility. Those that
fail to earn trust in how they collect, store and control data will
not only lose business and face possible legal ramifications; they
will fail to reach their full potential.
Yet, data is a good thing. In fact, three out of four consumers
say they prefer to do business with retailers who use personal
information to make their shopping experience more relevant.
The good news is that organizations and policymakers have
begun to reverse-engineer consumer distrust with innovative
solutions. The Federal Trade Commission released a report in
January 2015 on the Internet of Things, which outlined a series
of steps businesses can take to protect the privacy and
security of personal data.
SERVICES WITH MANNERS02
13
14. 14
We expect better practices in business and government.
Fitbit is the perfect example of this confluence. In September,
the company achieved compliance with the Health Insurance
Portability and Accountability Act. “We prioritize protecting our
consumers’ privacy and keeping their data secure,” the Fitbit
CEO says.
The concept of “privacy by design” is another area that is
taking shape. The notion states that privacy standards should be
embedded into technology and the product design process
from the get-go.
Main players like Microsoft have already implemented strong
privacy programs based on the concept, and the EU’s
impending General Data Protection Regulation includes privacy
by design standards, which will mark the first time it has been
incorporated into law.
At the heart of Living Services is the opportunity to improve our
lives and world, and with that, consumers must clearly see the
benefit of sharing their personal data with companies – a quid
pro quo in the form of discounts, valuable content, added
convenience or personalized services.
LOOKING FORWARD
SERVICES WITH MANNERS02
14
15. FJORD SUGGESTS
Act it out.
Act out interactions as if they were a conversation on stage.
Make your experience a human one. Imagine you were asking a
stranger on the street for private information. How would you
make him or her feel comfortable? Empathetic design changes
the camera angle and puts you in other people’s shoes.
Seams matter.
Seamless experiences may be the goal, but be transparent about
transition states. People want to know when they’re getting
locked into something.
Hire a Chief Security Officer.
Beef up resources dedicated to data privacy and security. On
a systems level, invest in new platforms and technologies
equipped to handle data responsibly through the supply chain.
Be real. Be explicit. But also be nice.
Remember that brands and corporations are being judged on
the same principles and values as a person would. Make sure
the intent of a data exchange is upfront, friendly and clear.
Find etiquette allies.
SERVICES WITH MANNERS02
15
16. SERVICES WITH MANNERS: THOUGHTS FOR TAKEAWAY
In a connected world, where
consumer data is the oxygen that
breathes life into Living Services,
digital trust is more important than
ever. In a data economy, data
protection and security isn’t just a
business imperative – it’s a social
responsibility.
Accenture Report:
Digital Trust in the IOT Era
https://goo.gl/WfZEi2
54%
of digital users are cautious
about the information they share
Internet of Things:
Privacy & Security in a Connected World
https://goo.gl/rzkCC7
16
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
18. B2WE03
COMPANIES MUST DESIGN AND INNOVATE FOR THEIR MOST IMPORTANT ASSET: EMPLOYEES.
As demand grows for best-in-class experiences in our private lives, the same level of service can be expected in
the workplace. Simply put, employees now expect tailored experiences, fast evolution and personal connection in
their careers. As a result, we are seeing the emergence of employee experience (EX) design, where workplace
processes, structure and culture are all reimagined at an organizational level. It was the fastest growing category
of work at Fjord in 2015 across many industries, from banking to telecom to pharma.
Career paths are no longer linear journeys. Employees once started with a foot in the corporate door, paid their
dues and worked their way up the proverbial ladder. Now, employees are treating their careers as a series of
“tours,” using each new employer as a way to establish a self-determined path, build critical skills and grow
outwards.
18
19. 19
WHAT’S GOING ON
Many jobs in the U.S. today are service-related. Technology has
enabled skills that are easily transferable across industries.
Companies are battling for top-tier talent, and the next
generation. Technology has also paved the way for workers to
provide services on the supply side of apps like Lyft or
TaskRabbit.
During the next 10 years, a philosophical tug-of-war between
four generational mindsets will be a reality. On one side, Gen X
and baby boomers adhere to more traditional forms of career
progression.
On the other, millennials and Gen Z, who tend to be more
transient, idealize jobs where social impact plays a role. These
two subsets will shape the future of the companies they work
for.
The mismatch is very visible in digital tools. The disconnect
between delightful consumer-facing software and clunky
workplace tools for anything from time entry to procurement or
travel booking is stark for employees, and companies need to
move fast to re-imagine the digital services and touchpoints
that their employees use.
B2WE03
19
20. 20
Cultures of purpose
Building cultures of purpose will be a top priority of leadership in
corporations, through both further experimentation with
organizational models as well as the development of employee-
centric tools that blend functionality and empowerment. The
talent landscape is changing in emerging markets. India, South
Africa and China are the most rapidly evolving digital markets,
and the skilled labor surplus in those markets will be positioned
to meet skilled labor shortages in the developed world.
India – with the world’s youngest median population at 29 years
old and 12 million people joining the workforce every year – will
have a skilled labor surplus of 47 million by 2025, nearly
matching the projected skilled labor shortage of 56 million in
the developed world.
Within the decade, AI will play a huge part in our workflow.
Consider Minwa—a Chinese supercomputer that can sort a
million images into a thousand categories with an error rate less
than the typical person. As AI advances, we’ll be able to focus
on the tasks where humans trump AI, like creative decisions.
LOOKING FORWARD
B2WE03
20
21. FJORD SUGGESTS
Empower your people.
Autonomy breeds motivation. No one wants to feel like part of
the machine, nor do they want to feel that taking initiative at
work is daunting because of a lack of clarity on process.
Employees tell us they want to feel inspired to work and focus
on what matters to them, be essential to the success of the
company and be trusted to be thought leaders who can make
important decisions autonomously.
Embrace the person in your professionals.
Who we are is as important as what we do. Employees want to
feel assured, open and included. Work should be a peer
experience that is an extension of their social world.
Reward and recognize regularly.
Money isn’t the only payoff. Being acknowledged, feeling unified
and supported with the right tools are all things employees
want in an ideal work environment.
B2WE03
21
22. B2WE: THOUGHTS FOR TAKEAWAY
Employees are treating their careers
as a series of “tours” – using each
new employer as a way to establish
a self-determined path, build critical
skills and grow outwards. EX is an
emerging discipline that will be a
strategic investment for
organizations looking to attract and
retain top talent.
10 Principles of
Organizational Democracy
http://www.worldblu.com/democratic-
design/principles.php
of U.S. jobs are service-related
86%
Tours of Duty: The New
Employer-Employee Compact
by Reid Hoffman, Ben Casnocha and Chris Yeh
https://hbr.org/2013/06/tours-of-duty-the-
new-employer-employee-compact
22
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
24. DISAPPEARING APPS04
APPS ARE NOT ON THE BRINK OF EXTINCTION, BUT THE LANDSCAPE IN WHICH THEY
OPERATE IS CHANGING IN DRAMATIC WAYS.
Apps have reached a tipping point, where they’ve shifted from being user-controlled to proactively
powering a user’s life. Is the dominance of standard apps about to be broken? We are in the midst of
the atomization of apps. Atomized brands take a less rigid approach to their products and services,
allowing them to be super distributed across various platforms and third-party services, while still
retaining their brand identity. They operate in a world where the rules of branding and conventional
business structures are fundamentally challenged and disrupted, where services appear to offer
themselves intuitively to consumers according to their time, place or situation.
Atomization is widespread in music streaming apps like Spotify, which now transcends environments
(think: your living room to your car to your workspace) and is delivered through various branded
partnerships. The atomization of Spotify is part of a much bigger transition we’re now witnessing.
24
25. 25
WHAT’S GOING ON
We’ve become app administrators – downloading, opening,
closing, deleting and toggling. In response, developers have
taken the best services of apps and implemented them in more
natural use cases.
Services are becoming more intelligent and integrated as they
are atomized. Google’s new “Now on tap” feature acts as a
personal assistant, examining whatever is on the screen and
automatically taking relevant actions. Impressively, it
“understands” information about 100 million places – not just
where they are located, but also the context of use.
The act of toggling between apps may disappear. No case is
stronger than WeChat, a Chinese messaging app with nearly
600 million monthly active users. Known as the “everything
app,” WeChat functions beyond the traditional definition of an
app or even a browser, with 10 million third-party apps hosted
inside. One feature controls the lights, temperature and settings
of your hotel room.
Visa is researching the commerce-connected car that pays for
groceries, takeaways and fuel – literally payments (and
collection) on wheels. Service or app?
DISAPPEARING APPS04
25
26. 26
The future of “app” design will be counterintuitive. Most
organizations currently focus on the transaction of a service –
and rationally so. However, if you focus on the interaction, or
“point of x,” and make it as smooth as possible, the transaction
will happen naturally. It’s about designing for humans, focusing
on interactions instead of transactions.
We’ve reached a point where all the technologies and
services we have created over the years can intersect and
interact with each other autonomously and independent of
hand-held devices. Nest is a promising “point of x” that could
evolve quickly to be a home hub in rivalry with Amazon
Echo. Imagine banking apps seamlessly integrated within a
domestic device like this, allowing a user to pay bills, bring in
a cleaning service, order groceries, share pictures and more.
Cars present another environment where “point of x”
thinking will trump apps.
LOOKING FORWARD
DISAPPEARING APPS04
26
27. FJORD SUGGESTS
‘X’ marks your spot.
Invest in understanding what future “points of x” will be for your
user, and design around them. Partner wisely or build your own
“point of x” offerings to win the service moments that matter
most to users.
Service design tools reveal opportunities.
Journey maps, service blueprints, touchpoint reframing: These
are standard tools in the design kit these days and are becoming
even more relevant as the self-contained certainty of apps
dissolve.
Think outside the screen.
We are moving beyond apps as “things” and into services
that may or may not require human interaction to activate.
We can untether ourselves from the need to design an app
for everything; very often we can find better entry points for
services than mobile apps. There must be incentives to
motivate this shift – ease of use and fewer steps can be the
driver for that.
DISAPPEARING APPS04
27
28. DISAPPEARING APPS: THOUGHTS FOR TAKEAWAY
We are in the midst of the
atomization of apps. Atomized
brands operate in a world where the
rules of branding and conventional
business structures are
fundamentally disrupted, where
services appear intuitively to offer
themselves to consumers according
to their context.
10 million third-party apps reside within
Chinese messaging app WeChat
Design for Experience: Where Technology
Meets Design and Strategy
Jinwoo Kim
http://goo.gl/v80e6a
A Eulogy for Dead Standalone Apps
http://techcrunch.com/2015/12/09/
pray-the-lord-thy-code-to-keep/
28
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
30. THE FLATTENING OF PRIVILEGE05
DIGITAL EXPERIENCES HAVE GRADUALLY ELEVATED OUR STANDARD OF LIVING THROUGHOUT
THE 20TH AND 21ST CENTURIES. THIS OPENS THE OPPORTUNITY FOR LIVING SERVICES TO
DEFINE THE NEXT GENERATION OF PRESTIGE.
Which is more impressive: old or new money? Technology is beginning to upend the notion of both, by
opening up the luxury service market to the masses. In the past, highly tailored experiences were reserved for
the very wealthy, with costs and scale being the main barrier to entry. But with digital technology enabling
highly scalable yet personalized experiences, luxury is now available for the masses like never before.
Lifestyles and benefits of the very privileged are becoming suddenly mainstream, thanks to tech. We have
chauffeurs drive us from point A to B. Personal assistants wait in line for us, do simple maintenance in the
home or assemble furniture (TaskRabbit). Our laundry is picked up, cleaned and delivered to our door
(Washio). And our favorite dishes from world-renowned restaurants are delivered to our homes (Caviar). My,
how far the world has come.
30
31. 31
WHAT’S GOING ON
Scalable, ubiquitous computing has dramatically changed our
perception of what is feasible and within the reach of our social
sphere. Foe example, financial services can now act as personal
advisors for mass-market customers—analyzing patterns of
money-related behaviors such as income, spending, savings, and
offer strategies that only an elite few could use before.
Peer-to-peer lending is sweeping both developed and
developing markets, as well; P2P organizations directly connect
borrowers (who are often rejected by traditional banks) and
lenders.
Instacart is delivering personal grocery shopping to the masses.
This crowdsourced model is a mobile service that allows users
to order groceries from multiple local stores and have it
delivered within an hour.
Examples abound in a variety of areas like personal assistants
from Facebook with M, affordable luxury getaways with Tablet
Hotels, pampering with Birchbox and your own personal fashion
stylist through Trunk Club.
THE FLATTENING OF PRIVILEGE05
31
32. 32
In the future, any industry with traditional roles and privileged
expertise will be challenged. Data ubiquity, E2E customer
experience engineering and evolving technologies have become
fuel for the democratization of services in banking, healthcare,
education, shopping and more.
Prestigious education is no exception. Harvard University is one
of many that are now publishing recordings of lectures online.
Other digital education platforms offering valuable services
include Coursera, edX, Khan Academy, Nautilus and Udacity.
As we see the flattening of services, expect to see the
emergence of a new strand of luxury, enabled by digital and
available to the only to the top of the wealth class. Think
personalized technology platforms, or rather, a platinum iOS.
After all, mankind is still a status-driven animal.
LOOKING FORWARD
THE FLATTENING OF PRIVILEGE05
32
33. FJORD SUGGESTS
Build multidisciplinary teams.
Business analysts, designers, marketing, product and service
managers should work hand in hand. A collaborative and diverse
work environment will become an intangible asset that will help
companies better aim their efforts toward understanding the
users of the future.
Look for the platform.
Seek to transform one-directional businesses into scalable
platforms that will empower future users not just to consume
services but to find solutions to their problems.
Redefine luxury.
What does it take to remain a true “luxury” brand in an era of
digital democratization? Examine your role from the consumer
perspective and ask how you can disrupt your service model
now that delivering luxury can be done by anyone. In the era of
liquid expectations, what exactly is luxury and high-end?
THE FLATTENING OF PRIVILEGE05
33
34. THE FLATTENING OF PRIVILEGE: THOUGHTS FOR TAKEAWAY
In the future, any industry with
traditional roles and privileged
expertise will be challenged. Data
ubiquity, E2E CX engineering and
evolving technologies are the fuel
of the democratization of services
across all industries.
Lending Club funded nearly $2 billion
In loans – in Spring 2015 alone.
How the Future of Luxury Might
Help Us All Live Better Lives
http://www.pearlfisher.com/live/perspectives/
how-the-future-of-luxury-might-help-us-all-
live-better-lives/
34
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
36. FOR THE PEOPLE06
GOVERNMENTS ARE EMBRACING DIGITAL AND USING ITS FULL POTENTIAL TO IMPROVE
HOW THEY SERVE THEIR PEOPLE.
The entry of design into governments is coming about both as a generation of digital natives start to enter
junior ministerial ranks, bringing their understanding of liquid expectations with them, and as a way of
saving cost in an age (in many countries) of “austerity.” From connecting communities around a cause,
addressing asymmetries of information and giving the underrepresented a voice, there has been a great
leap forward in terms of how some governments are thinking about the citizen experience. This is moving
from a one-size-fits-all approach to finely tuned services that are tailored to individual needs.
We’re even seeing archaic government departments step aside to allow for citizen-centric holistic
solutions. This is the year when technology will be in service of the public good. And more importantly,
technology will enable a new breed of citizenship.
36
37. 37
WHAT’S GOING ON
In the U.K., the Government Digital Service team designed, built
and ran the GOV.UK “alpha” site in 10 weeks. In Washington,
D.C., the U.S. Digital Service’s goal is to ship a minimum viable
product within, at most, three months of a project’s initiation.
We’re also seeing a rise in private digital citizenry, where
technology enables social good. In the case of the recent Syrian
refugee crisis, Berlin-based Refugees Welcome, described as the
“Airbnb for refugees,” has helped refugees from Syria,
Afghanistan, Burkina Faso, Mali, Nigeria, Pakistan and Somalia.
Mobile Justice is a mobile app responding to the rising
awareness of race-driven conflict with police in the U.S.,
resulting in the #BlackLivesMatter movement. The app has a
simple feature allowing smartphone owners to send video
footage directly to the American Civil Liberties Union; the
ACLU then systematically reviews it for potential legal action.
New services are rising in response to the concerns around
privacy. iRights, an initiative that focuses on the rights of
children and young people, sets out a universal framework of
digital rights, including the right to easily edit or remove all
content they have created.
FOR THE PEOPLE06
37
38. 38
Instances like the U.K. announcing that providers have to keep
user’s web logs for 12 months make us pause and consider what
would happen with a less benign administration.
Yet, technology has allowed governments and the private sector
to solve major challenges together. The White House brought
together the U.N. Refugee Agency and Kickstarter, known for
crowdfunding creative projects, to raise money for the Syrian
relief effort. The weeklong partnership raised nearly $1.8 million,
which can be used to provide necessities and a place to sleep
for more than 7,000 people in need.
When government is not reacting quickly enough, the private
sector will deliver digital platforms. F6S is a social innovation
forum for startups, advisors and investors, and enables people
globally to apply to accelerators, pitch investment funds, and
post or apply for jobs.
The focus of public service design will be vastly different for
more established, democratic governments like the U.S. and
U.K., which will focus on the quality of design output. Countries
like Dubai and Singapore are making more radical statements
with technology.
LOOKING FORWARD
FOR THE PEOPLE06
38
39. FJORD SUGGESTS
Plain language.
Governments should use simple language focused on content,
structure, navigation, grouping and completion. Sweden, for
example, has legislation that requires all government
communications to meet plain language standards.
Be sensitive.
Too many government services, tools and processes are opaque
and cumbersome, yet deal with anxiety-inducing situations and
needs. All the more critical that governments bring humanity
back into their interaction with citizens.
Outside in design.
Utilize a research-led approach to generate rich insights that
can then be used to spark innovations. By considering the entire
ecosystem, and using research to uncover insights, service
design reveals an outside-in view of:
• the people in the ecosystem (citizens, intermediaries and
government staff);
• the places in which the service is experienced (face to face,
online, on the phone);
• the products used by everyone (software, digital tools,
printed material, physical products);
• the processes that people follow; and
• the performance of the whole system.
FOR THE PEOPLE06
39
40. FOR THE PEOPLE: THOUGHTS FOR TAKEAWAY
Digital Revolutions: Activism in the
Internet Age (World Changing Series)
Symon Hill
Digital Government at Work:
A Social Informatics Perspective
Ian McLoughlin, Rob Wilson
Digital is pulling world leadership in
divergent directions, yet technology
has also paved the way for the
private sector and governments to
solve major challenges together.
7,000 PEOPLE IN NEED
could be helped by the $1.8 million
raised in one week by the
White House via Kickstarter
40
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
42. HEALTHY IS THE NEW WEALTHY07
42
MEASURING OUR WELLNESS IS OPENING A NEW STREAM OF REVENUE FOR AN
UNEXPECTED BENEFICIARY – INDIVIDUALS. WE LIVE IN AN ERA OF FLAT INCOMES,
UNCERTAIN JOB PROSPECTS AND RISING HEALTHCARE COSTS. THE CONFLUENCE OF THESE
FACTORS IS CREATING A NEW SET OF CURRENCIES THAT MAY ACTUALLY BE WORTH
MONEY: HEALTH DATA.
There are a few key elements that caused the trend to emerge: Consumers are using health monitoring for
both leisure and preventative care, technology innovation has decreased these former costs significantly,
but conversely rising health costs overall have created a critical moment in the market.
Now, self-monitoring is no longer reserved for a small, tech-savvy customer segment. As the speed of
innovation increases, cost of health tech has decreased; a large contingent are now priced under $100,
from the Fitbit Zip and Jawbone UP MOVE. The market for wearable health trackers is expected to grow
600 percent by 2019. It’s not only about health and wellness devices becoming cheaper, but features are
also commonly bundled – at no extra cost – with gadgets like smartphones (running app, step counter
features) or smartwatches.
43. 43
WHAT’S GOING ON
Health is no longer a complex cost managed by a closed set of
entrenched players. It is now something we can all keep track of,
learn from and reward. And other industries are asking
themselves – is this somewhere we can play?
In the financial services sector, John Hancock, an American
insurance firm, created an Apple Watch app where customers
can record their activities and earn up to a 15 percent discount
on their annual premium based on healthy patterns of behavior.
The Oscar health insurance company started supplying
customers with a Misfit Flash and offered users a $1 credit every
time they hit their step goal, with rewards in Amazon vouchers
of up to $240 a year. Not only do rewards decrease premiums
for customers – it also generates loyalty and commitment to the
provider.
In Australia, Medibank (a health insurer) and flybuys (a loyalty
program) give customers points for providing their fitness data
and for making healthy decisions. The partnership explicitly
suggests the use of a tracker. Notably, flybuys links a major
retailer, a telco and an airline, among others.
HEALTHY IS THE NEW WEALTHY07
43
44. 44
Now, data is the newest fitness accessory. But this will have the
effect of turning fitness into wellness – a much bigger
opportunity. The consumer market is now very comfortable with
the practice and progression of self-monitoring. We’re starting
to see the consumerization of healthcare. In the healthcare
industry, this trend translates into a “beyond the pill” strategy.
This cocktail of self-serve devices and data is emphatic; it allows
us to be proactive about preventative care and positive
behavioral change, facilitate productive interactions with
practitioners, and minimize avoidable healthcare emergencies.
We are seeing the emergence of medical approaches like
precision medicine, which tailors treatments to an individual’s
lifestyle and genetic profile, saving costs and improving people’s
overall quality of life. The initiative, announced by U.S. President
Barack Obama, hopes to enable “a new era of medicine in which
researchers, providers and patients work together to develop
individualized care.”
LOOKING FORWARD
HEALTHY IS THE NEW WEALTHY07
44
45. FJORD SUGGESTS
Imagine your products and services as wellness agents.
What would they be? What partnerships do you need to deliver
such a vision? Companies like Kaiser Permanente are opening
their platforms to third parties to enable them to build new
services on top of their data connecting third-party devices.
B2WE wellness.
Companies can tap into the nearly $2 trillion in health savings
that can be realized through guided behavioral change. Under
the U.S. Affordable Care Act, employers can give their
employees up to a 30 percent discount on insurance premiums
for participating in company wellness programs.
Think beyond the pill.
The emphasis in healthcare is changing from product-focus to
outcome-focus. Pharma companies see that every product has
a service waiting to get out, which means finding
opportunities to integrate a holistic service such as telehealth,
wellness programs, connected devices and smart pills.
Culture change.
To rebuild healthcare in a sustainable way, a new mindset is
needed. The customer journey has to be rebuilt from the
ground moving the “point of care” from costly hospitals to the
patient’s home, and the “level of care” from specialized care to
new levels of empowered self-service.
HEALTHY IS THE NEW WEALTHY07
45
46. HEALTHY IS THE NEW WEALTHY: THOUGHTS FOR TAKEAWAY
From monitoring sleep patterns,
number of steps taken each day,
food and alcohol intake, and other
personal metrics, the ‘Quantified
Self’ movement is ingrained.
The Quantified Self (The MIT Press
Essential Knowledge series)
Gina Neff, Dawn Nafus
http://goo.gl/c8xqyq
Wearables and fitness trackers
are estimated to grow from 41.8
million in 2015 to 99.1 million in
2020.
Information Privacy in the Evolving
Healthcare Environment
Linda Koontz
http://goo.gl/BhHxMK
2015 2020
46
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
48. VR’S DREAMS COME TRUE08
NO LONGER A VISION OF THE FAR-FLUNG FUTURE, VIRTUAL REALITY WILL LIKELY MAKE ITS
MAINSTREAM DEBUT IN 2016.
Not too long ago, VR was a technology so bulky and expensive that it was relegated to military flight
simulations. Fast forward to 2016, the “critical year for virtual reality,” as Sony, Oculus, and Samsung will
release consumer versions of their products in the first half of the year.
Marketed as the next step for gamers, Oculus Rift and competing VR products will feature their own
platforms and accessories. Believe it or not, VR is about to become a really big business.
VR will obviously offer the next dimension in gaming, but it’s the unexpected applications that we at Fjord
are intrigued by. From education to tourism to health, VR will begin finding its place in our work, play and
homes.
48
49. 49
WHAT’S GOING ON
Companies are mobilizing for VR, and many consumers are
eagerly anticipating devices available in 2016 like the Oculus Rift.
Samsung has released its Gear VR at a low entry point of $99,
Sony plans on releasing its own VR headset in 2016, and
Microsoft has released the HoloLens to developers already.
Companies are creating platforms for experimentation with the
technology, such as Google Cardboard, an affordable system for
mounting a smartphone inside a DIY cardboard headset. The
New York Times gave away over a million Google Cardboard kits
to introduce the first of a series of VR films.
VR as an educational tool will also see a big lift in 2016. Google
announced that schools in 12 U.S. cities and three in Canada,
Denmark and Singapore will get kits outfitted with everything to
take their kids on VR field trips.
For businesses, VR will likely impact processes. One clear
influence VR will have is on how we meet and collaborate.
AltspaceVR is a means of using VR to meet and connect with
others in a virtual space. Beyond enhancing how we collaborate,
there will also be new ways to enhance individual productivity.
VR’S DREAMS COME TRUE08
49
50. 50
In 2016, early adopters will give VR technology a try in their
homes and workplaces. New movie formats will likely emerge as
well as services to create them, such as the Oculus Story Studio,
a team that focuses on developing new methods and techniques
for VR movies. We will also keep seeing new peripherals being
introduced, such as the Oculus touch, Google Cardboard’s Jump
camera rig and other motion-sensing devices designed to
enhance the VR experience.
From virtual tourism to immersive journalism to exposure
therapy, VR can change many industries beyond gaming. The
question will not be if, but how and when VR will impact
business processes and customer experiences.
In order to look into the future, sometimes you must look back.
Technology like Augmented Reality has been in the market
longer than VR. Take for instance, the Blippar app, which brings
ordinary objects and posters to life with an augmented layer.
Will AR and VR merge to create an entirely new experience?
LOOKING FORWARD
VR’S DREAMS COME TRUE08
50
51. FJORD SUGGESTS
We expect that VR, regardless of the delivery method, will start
to enhance and extend many industries and services. The key
will be to identify VR’s place in your business.
Try it.
Oculus, Sony, OZO or Samsung Gear? It may be difficult to
know where to start with VR, but we believe that market leaders
will take the view that anywhere is better than nowhere. Google
Cardboard makes it easy to obtain a low-cost initial experience
with VR.
Resist starting a VR unit.
Many of us know the challenges of having an organization that
mirrors a device ecosystem. As new technologies emerge, resist
the urge to create a specialized team only dedicated to that
device. Instead, think about how the overall user or business
process should be supported by the technology.
Think beyond gaming.
Could VR conference calls be more productive? Can travel be
eliminated or scaled back, in favor of virtual collaboration? Can
you work on-site, while staying off-site?
VR’S DREAMS COME TRUE08
51
52. VR’S DREAMS COME TRUE: THOUGHTS FOR TAKEAWAY
Virtual Reality Gets Real
http://www.theatlantic.com/magazine/
archive/2015/10/virtual-reality-gets-real/
403225/
Social or Solitary? Oculus and Sony
Directors Debate the Future of VR
http://www.wareable.com/vr/
social-solitary-virtual-reality-oculus-sony
Companies are invested in creating
or acquiring VR devices and are
creating platforms to experiment
with the technology. Most notable is
Google Cardboard, an affordable
system for mounting a smartphone
inside a DIY cardboard headset that
creates a personal VR system.
The cost to get involved with VR
today is $20 – the average cost
of a premade Google Cardboard
Kit. (Or download free plans and
build it yourself.)
52
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
54. TAKING THINGS OFF THE THINKING LIST09
“EVERYTHING WAS BETTER BACK WHEN EVERYTHING WAS WORSE.”
– DAVID SIPRESS, THE NEW YORKER
Thanks to the digitization of everything, we now have the most hyperreactive markets in history. However,
innovation at this speed comes with an unintended consequence – a never-ending glut of options. From
more than a million apps in the Apple Store to your grocery’s milk aisle, every aspect of our lives now
requires making a choice.
It is becoming increasingly difficult for consumers to make sense of all the noise. An increased demand for
decision-making takes a physical, mental and emotional toll, yet we’ve continued to demand more
attention, decision-making and interactions from people throughout the day. One of the more startling
revelations of recent years is that people are more likely to make poor decisions, be less satisfied, and
switch off entirely when confronted with the burden of increased choice.
Hence, the desire for people to take things off the “thinking list.”
54
55. 55
WHAT’S GOING ON
Consider this – the average person makes more than 200
decisions a day on food alone. When Proctor & Gamble cut its
Head & Shoulders line from 26 products to 15, the organization
saw a 10 percent increase in sales.
How can we find better ways to identify and deliver what people
need, while reducing the thinking required to fulfill their needs
and goals? A strong example is Amazon’s innovative Dash
Button. The first-mover brands that secure real estate in the
home have effectively shortened the purchase decision funnel
into a straight shot of brand loyalty.
Digitally-powered box subscriptions offer curated surprises and
take the chore of choice out of the equation. These
subscriptions target some of the most crowded and confusing
spaces. Powell’s Books deliver hand-picked books, Bitsbox
teaches kids to code, and your dog gets in on the action with
BarkBox. And “freemium” apps like Evernote, Spotify and
Dropbox offer enhanced services over their base services with
paid elite or premium memberships.
Data is the engine for these subscriptions that tick off our
“thinking lists.”
TAKING THINGS OFF THE THINKING LIST09
55
56. 56
Services that are able to anticipate needs by not only providing
personalized messages and suggested options, but automating
low-maintenance decisions, will be an important step. We’re
already starting to see this with Google Now, while Australian
startup Pocketbook prompts users of their upcoming payments
and bills to avoid missed payments. For choices and decisions
that require greater knowledge of a product or a clearer
articulation of the consequences and outcomes of any given
choice, expertise (human or digital) and well thought out design
will be required.
IFTTT is a service that allows users to create custom
connections between their apps and digital utilities. For
instance, you can add Alexa notes automatically to Evernote.
IFTTT was valued at $200-plus million in 2014. Need further
proof of the need for simplification? IFTTT users are now
creating about 20 million shortcuts each day, organized across
more than 170 public channels.
LOOKING FORWARD
TAKING THINGS OFF THE THINKING LIST09
56
57. FJORD SUGGESTS
Remove the burden of ordering.
Think of ways to help your consumer stop browsing. Find the
things they like and don’t know about. For example, the point of
a snack subscription like Graze is not to be a grocery store to
order from, but a service that does the selection for you.
Use diverse interaction paradigms.
Gestural, environmental or ambient interactions are able to
interpret an input and provide a response that is available when
needed, and not demanding when it’s not. Traditional push/pull
interactions typically require a user’s full attention and abilities.
When engaging with customers in scenarios where they
need to choose, coach and teach them how to choose by
introducing simple or limited choices before moving
progressively through complexity.
There are also other ways to simplify: algorithms and expert
curation. We don’t necessarily want a music service to clean
up its music to just the most popular. Bottom line: While
simplification wins, don’t oversimplify and sacrifice thrill of
discovery.
TAKING THINGS OFF THE THINKING LIST09
57
58. TAKING THINGS OFF THE THINKING LIST: THOUGHTS FOR TAKEAWAY
The Culture Industry:
Selected Essays on Mass Culture
Theodor Adorno
The Life-Changing Magic
of Tidying Up
Marie Kondo
Increased demands for decision-making
takes a physical, mental and emotional
toll. Remember that people are more
likely to make poor decisions, be less
satisfied, and switch off entirely when
confronted with the burden of
increased choice.
The average person makes
more than 200 decisions on food
alone every day.
58
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
60. DESIGN FROM WITHIN10
“WHEN DONE WELL, DESIGN BECOMES A CULTURAL INTERPRETER AND FACILITATOR
ACROSS THE ENTIRE ORGANIZATION.”
– MAURO PORCINI, CHIEF DESIGN OFFICER, PEPSICO
The average lifespan of an S&P company has gone from 67 years in the 1920s today to just 15 years today.
The pressure to innovate has never been stronger. In 2014, $1.6 trillion was spent in R&D globally. Yet, in
consumer goods, for example, research shows that more than 85 percent of the products fail.
As a result, we’ve seen corporations invest directly in business incubators and innovation labs, bringing
design thinking and problem solving in-house. It’s almost become the price of entry in the consulting and
financial industries, with the recent acquisitions of Adaptive Path by Capital One, Spring Studio by BBVA,
and Designit by Wipro Digital. Why? Arguably it’s harder than ever to gain sustainable differentiation from
technology and business-focused innovation alone. Culture – as experienced through design-led innovation
– may be the best way to claim sustainable territory, because it is so much harder to copy.
60
61. 61
WHAT’S GOING ON
Since 2009, six major US banks have made strategic
investments in 30 FinTech startups ranging from emergent
payment technologies, data analytics, personal finance and
P2P lending. CVS Health has just opened its innovation hub in
Boston, which is providing a learning framework for startups.
Corporations are finding that innovation can be extremely
elusive. Fostering innovation means taking an approach in
business where empathy is king and failure is tolerated, even
celebrated, at times. This is an approach where design is in
the doing.
We’re seeing the emergence of design-led thought leadership.
eBay brought in John Maeda as a chairman of its newly formed
design advisory board. The company now proudly promotes
design as part of its DNA. In 2012, PepsiCo hired its first Chief
Design Officer, Mauro Porcini, who oversees design-led
innovation across all company’s brands.
MassMutual created the “Society of Grownups,” a true omni-
channel financial planning master’s program for adults. The
platform features not only a digital and online offering focused
on financial literacy, but also a physical location with a
classroom, check-up booth, library and café.
DESIGN FROM WITHIN10
61
62. 62
For many companies, the journey toward design maturity carries
two main challenges: process integration and scale. Integrating
designers within a mature corporation is a very different matter
than adding a vertical capacity. People from the leadership level
will need to help spearhead initiatives of this scale.
For some companies it will make sense to integrate design
throughout the organization, while others might see the value of
its integration only in consumer-facing units. In the end, it will
not matter “where,” but “how.”
Ultimately the success formula will lie in the execution, and in
such a volatile ecosystem, this will mean embracing a human-
centric approach to design across the board.
It behooves us to take an existential step back and ask
ourselves: As design moves in-house, what will the implications
be for our very own future, as Fjord? We (and our clients) still
see the strong need for non-industry-aligned partners to be
nimble problem solvers and thought leaders, especially since the
pace of change in today’s climate is so incredibly fast.
LOOKING FORWARD
DESIGN FROM WITHIN10
62
63. FJORD SUGGESTS
Success looks like this.
Consider having C-level support, pilots and MVPs use a common
language for design. Drive conversations from principles and
bridge organizational silos. Encourage collaboration and co-
creation workshops.
Size doesn’t really matter.
Obviously, it depends on the business but the central number in
an in-house design “swat” team seems to be around 30. The
important part is having the right mix of players to cultivate a
great culture.
Isolation=Bad.
Be wary of the temptation to have a totally separate design/UX
team. It may be better to build small groups into the existing
organization, alongside design-savvy product owners.
Space does matter.
Create spaces where design can thrive and foster creativity in
everyone. Make places where the walls become the workspaces
and everyone sees the collective progress being made.
DESIGN FROM WITHIN10
63
64. DESIGN FROM WITHIN: THOUGHTS FOR TAKEAWAY
More of our clients are asking us to
set up design studios in collaboration
with them. In doing so, the most
asked question is, “Where does
Design sit? With the CIO, CMO or
elsewhere? Or even as a separate
unit?”
Here’s Where Six Banking Giants Are
Placing Their Bets On FinTech Startups
https://www.cbinsights.com/blog/
major-banks-fin-tech-startup-investment-
trends/
Good Design Drives Shareholder Value
http://www.dmi.org/?
page=DesignDrivesValue
The lifespan of S&P companies has
gone from 67 years in the 1920s to
just 15 years today.
67 years, 1920s
15 years, 2015
64
THE MAIN IDEA
KEY METRIC
WHO’S DOING IT?
RECOMMENDED READING
65. About Fjord
Fjord, part of Accenture Interactive,
is a design and innovation consultancy
that reimagines people’s relationships
with the digital and physical world
around them. We use the power of
design to create services people love.
By combining a human-centered
approach with robust methodology,
we work with some of the world’s
leading businesses to make complex
systems simple and elegant. Founded
in 2001, Fjord has a diverse team of
more than 750 design and innovation
experts in 19 studios around the world,
including Atlanta, Austin, Berlin,
Chicago, Helsinki, Hong Kong, Istanbul,
London, Los Angeles, Madrid, Milan,
New York, Paris, San Francisco, São
Paulo, Seattle, Stockholm, Sydney, and
Toronto. For more information visit
https://www.fjordnet.com or follow
us on Twitter @fjord.
65
About Accenture
Accenture is a global management
consulting, technology services and
outsourcing company, with more than
358,000 people serving clients in
more than 120 countries. Combining
unparalleled experience,
comprehensive capabilities across all
industries and business functions, and
extensive research on the world’s
most successful companies,
Accenture collaborates with clients to
help them become high-performance
businesses and governments. The
company generated net revenues of
US$31.0 billion for the fiscal year
ended Aug. 31, 2015. Its home page is
https://www.accenture.com.
About Accenture Digital
Accenture Digital, comprised of
Accenture Analytics, Accenture
Interactive and Accenture Mobility, offers
a comprehensive portfolio of business
and technology services across digital
marketing, mobility and analytics. From
developing digital strategies to
implementing digital technologies and
running digital processes on their behalf,
Accenture Digital helps clients leverage
connected and mobile devices; extract
insights from data using analytics; and
enrich end-customer experiences and
interactions, delivering tangible results
from the virtual world and driving
growth. Learn more about Accenture
Digital at https://www.accenture.com/
us-en/digital-index.aspx.