In this presentation I look at how user-centred design can provide the framework needed to create value from the Internet of Things, by turning our everyday lives into design briefs for superior products and services. I recap what has been happening in the IoT this year, and provide case studies from research projects.
Internet of Things – Designing for the People in the IoT (Nov)James Bailey
The latest version of my talk, with more on what has been happening this year, and a framework for designing IoT products and services that will add real value to people's lives.
See how apply the user-centric method of Design Thinking when designing IoT solutions. The presentation provides an introduction on on how you can shape the most viable idea, reduce the risks of failure. It covers 3 main questions:
Do customers need my IoT solution?
Can you build it?
Will it be profitable?
Internet of Things – Designing for the People in the IoT (Nov)James Bailey
The latest version of my talk, with more on what has been happening this year, and a framework for designing IoT products and services that will add real value to people's lives.
See how apply the user-centric method of Design Thinking when designing IoT solutions. The presentation provides an introduction on on how you can shape the most viable idea, reduce the risks of failure. It covers 3 main questions:
Do customers need my IoT solution?
Can you build it?
Will it be profitable?
Décryptage de l'Internet des objets au travers des 4 axes majeurs de la transformation digitale (Data, Cloud, Mobile, Empowerment). Présentation de l'AWT dans le cadre du Café Numérique spécial "Internet des objets" à Louvain-la-Neuve, le 20 octobre 2014
Presentation on the future of retail which I gave at InRetail.
Talking about:
The third industrial revolution:
World of DIY/P2P
World of the Makers
World of Personal Technology
Internet of Things (IoT) - We Are at the Tip of An IcebergDr. Mazlan Abbas
You are likely benefitting from The Internet of Things (IoT) today, whether or not you’re familiar with the term. If your phone automatically connects to your car radio, or if you have a smartwatch counting your steps, congratulations! You have adopted one small piece of a very large IoT pie, even if you haven't adopted the name yet.
IoT may sound like a business buzzword, but in reality, it’s a real technological revolution that will impact everything we do. It's the next IT Tsunami of new possibility that is destined to change the face of technology, as we know it. IoT is the interconnectivity between things using wireless communication technology (each with their own unique identifiers) to connect objects, locations, animals, or people to the Internet, thus allowing for the direct transmission of and seamless sharing of data.
IoT represents a massive wave of technical innovation. Highly valuable companies will be built and new ecosystems will emerge from bridging the offline world with the online into one gigantic new network. Our limited understanding of the possibilities hinders our ability to see future applications for any new technology. Mainstream adoption of desktop computers and the Internet didn’t take hold until they became affordable and usable. When that occurred, fantastic and creative new innovation ensued. We are on the cusp of that tipping point with the Internet of Things.
IoT matters because it will create new industries, new companies, new jobs, and new economic growth. It will transform existing segments of our economy: retail, farming, industrial, logistics, cities, and the environment. It will turn your smartphone into the command center for the both digital and physical objects in your life. You will live and work smarter, not harder – and what we are seeing now is only the tip of the iceberg.
"Designing Products & Services for the Internet of Things (IoT)” - Pier Paolo...nois3
World Usability Day Roma 2015 - Intervento di Pier Paolo Bardoni
~
http://www.wudrome.it/#designing-products-services-for-the-internet-of-things-it
~
Il 2015 è l’anno del grande lancio mediatico dello IoT. Sull’onda delle previsioni trionfali del numero di device connessi per i prossimi anni, tutte le aziende vogliono capire come evolvere i loro prodotti agganciandosi a questo trend. Tipicamente questo processo è guidato dalla tecnologia e più delle volte i prodotti che arrivano ai consumatori finali non riescono a comunicare il loro valore aggiunto. Viene confermato che il fattore critico di successo per questi prodotti è il Design esplorando i nuovi processi di design thinking e progettazione UX contestualizzati per prodotti IoT.
In this update of his past presentations on Mobile Eating the World -- delivered most recently at The Guardian's Changing Media Summit -- a16z’s Benedict Evans takes us through how technology is universal through mobile. How mobile is not a subset of the internet anymore. And how mobile (and accompanying trends of cloud and AI) is also driving new productivity tools.
In fact, mobile -- which encompasses everything from drones to cars -- is everything.
Api days 2014 from theatrophone to ap is_the 2020 telco challenge_Luis Borges Quina
"From the theatrophone, to apps ... to APIs: the
2020 Telco innovation challenge"
From the inception of Meucci's Teletroffono to the Theatrophon, first on-demand live events broadcasting service, Telecoms have always been a provider of life changing technologies. But since the rise of "Over
The Top" services (Viber, WhatsApp, Skype,etc.), and the duopolistic Google and Apples' app distribution channels, the Telecom industry has been severely challenged. In this session, after reviewing the main disruptions, we will provide scenarios on how the Telco value chain will change in the next 5 years. And show how the app economy, Open Source and APIs are going to lead the change in this industry.
The Internet of Things is one of the single biggest disruptive factors in today’s digital landscape. Companies need to plan out an IoT strategy that allows them to use data to create personalized content for customers across different channels.
Boris Kraft, Chief Visionary Officer of Magnolia, will be explaining the role of the digital business platform, and how it should form the hub for a company’s web, mobile and Internet of Things initiatives.
trendwatching.com's INTERNET OF CARING THINGSTrendWatching
Time to think beyond the ‘Internet of Things’. Consumers are embracing a network of connected objects that actively care for their physical and mental wellbeing, homes, loved ones and more.
Décryptage de l'Internet des objets au travers des 4 axes majeurs de la transformation digitale (Data, Cloud, Mobile, Empowerment). Présentation de l'AWT dans le cadre du Café Numérique spécial "Internet des objets" à Louvain-la-Neuve, le 20 octobre 2014
Presentation on the future of retail which I gave at InRetail.
Talking about:
The third industrial revolution:
World of DIY/P2P
World of the Makers
World of Personal Technology
Internet of Things (IoT) - We Are at the Tip of An IcebergDr. Mazlan Abbas
You are likely benefitting from The Internet of Things (IoT) today, whether or not you’re familiar with the term. If your phone automatically connects to your car radio, or if you have a smartwatch counting your steps, congratulations! You have adopted one small piece of a very large IoT pie, even if you haven't adopted the name yet.
IoT may sound like a business buzzword, but in reality, it’s a real technological revolution that will impact everything we do. It's the next IT Tsunami of new possibility that is destined to change the face of technology, as we know it. IoT is the interconnectivity between things using wireless communication technology (each with their own unique identifiers) to connect objects, locations, animals, or people to the Internet, thus allowing for the direct transmission of and seamless sharing of data.
IoT represents a massive wave of technical innovation. Highly valuable companies will be built and new ecosystems will emerge from bridging the offline world with the online into one gigantic new network. Our limited understanding of the possibilities hinders our ability to see future applications for any new technology. Mainstream adoption of desktop computers and the Internet didn’t take hold until they became affordable and usable. When that occurred, fantastic and creative new innovation ensued. We are on the cusp of that tipping point with the Internet of Things.
IoT matters because it will create new industries, new companies, new jobs, and new economic growth. It will transform existing segments of our economy: retail, farming, industrial, logistics, cities, and the environment. It will turn your smartphone into the command center for the both digital and physical objects in your life. You will live and work smarter, not harder – and what we are seeing now is only the tip of the iceberg.
"Designing Products & Services for the Internet of Things (IoT)” - Pier Paolo...nois3
World Usability Day Roma 2015 - Intervento di Pier Paolo Bardoni
~
http://www.wudrome.it/#designing-products-services-for-the-internet-of-things-it
~
Il 2015 è l’anno del grande lancio mediatico dello IoT. Sull’onda delle previsioni trionfali del numero di device connessi per i prossimi anni, tutte le aziende vogliono capire come evolvere i loro prodotti agganciandosi a questo trend. Tipicamente questo processo è guidato dalla tecnologia e più delle volte i prodotti che arrivano ai consumatori finali non riescono a comunicare il loro valore aggiunto. Viene confermato che il fattore critico di successo per questi prodotti è il Design esplorando i nuovi processi di design thinking e progettazione UX contestualizzati per prodotti IoT.
In this update of his past presentations on Mobile Eating the World -- delivered most recently at The Guardian's Changing Media Summit -- a16z’s Benedict Evans takes us through how technology is universal through mobile. How mobile is not a subset of the internet anymore. And how mobile (and accompanying trends of cloud and AI) is also driving new productivity tools.
In fact, mobile -- which encompasses everything from drones to cars -- is everything.
Api days 2014 from theatrophone to ap is_the 2020 telco challenge_Luis Borges Quina
"From the theatrophone, to apps ... to APIs: the
2020 Telco innovation challenge"
From the inception of Meucci's Teletroffono to the Theatrophon, first on-demand live events broadcasting service, Telecoms have always been a provider of life changing technologies. But since the rise of "Over
The Top" services (Viber, WhatsApp, Skype,etc.), and the duopolistic Google and Apples' app distribution channels, the Telecom industry has been severely challenged. In this session, after reviewing the main disruptions, we will provide scenarios on how the Telco value chain will change in the next 5 years. And show how the app economy, Open Source and APIs are going to lead the change in this industry.
The Internet of Things is one of the single biggest disruptive factors in today’s digital landscape. Companies need to plan out an IoT strategy that allows them to use data to create personalized content for customers across different channels.
Boris Kraft, Chief Visionary Officer of Magnolia, will be explaining the role of the digital business platform, and how it should form the hub for a company’s web, mobile and Internet of Things initiatives.
trendwatching.com's INTERNET OF CARING THINGSTrendWatching
Time to think beyond the ‘Internet of Things’. Consumers are embracing a network of connected objects that actively care for their physical and mental wellbeing, homes, loved ones and more.
Smart Cities Part 1: Introduction (Slides for Talk on IoT, Pune Meetup)Bhavin Chandarana
PPT of the talk given at the part 1 of 3 part series on Smart Cities as a part of the IoT, Pune Meetup group (http://www.meetup.com/Internet-Of-Things-Pune-IoTPune). The google hangouts session can be found at: https://www.youtube.com/watch?v=FILFWfIIUCA
Proving the value of a more connected worldO2 Business UK
The Internet of Things (IoT) has already begun
to deliver new eciencies and create opportunities
for organisations across the public and private sector.
But to find out what’s really achievable – whether you’re
an IoT solution provider or are using IoT in your own
organisation – you need to find the right partner.
Someone to help you manage your device estate and
make the most of IoT connectivity.
See how O2 is providing organisations with smarter
ways to work and deliver more rewarding customer
and community experiences – and why this is just
the beginning.
The Internet of Things (IoT) redefines the notion of connectivity; a transition to a vast, all-encompassing web of interconnected devices which uses data to measure, calculate, evaluate and learn. This network transcends the traditional comprehension of M2M in both capability and scale, linking together billions of devices and integrating everything from tiny remote beacons to large communications networks and energy infrastructure.
The potential of this vast connected network is staggering, and brings forth real capacity to help address some of our most crucial socio-economic concerns. Devices can utilise the data at their disposal to optimise efficiency and help reduce waste. Sensors can pre-empt mechanical breakdowns and determine the most safe and cost-effective time to schedule maintenance and repair. Energy systems can be transformed into smart grids, achieving improved efficiency by ensuring supply is regulated in accordance with actual real-time demand. It is this capacity to harness vast amounts of data to understand problems and identify solutions which underlines the true potential of IoT.
This conference will bring together technologists from industry, academia and government to explore the evolution of the Internet of Things. The programme will contextualise IoT within the current technology landscape and assess the implications for business and wider society. Delegates will hear from an impressive array of thought leaders and benefit from presentations which demonstrate the value of IoT in a practical context.
IoT Scotland will bring together 200 IT Heads and Business Leaders to learn, share and discuss, creating a unique opportunity for networking and knowledge exchange. The conference is organised by Scot-Tech Engagement and will be free* to attend for business leaders and IT personnel.
How consumers use technology and its impact on their lives.robertpresz7
Video representing the consumers' use of technology and it impact on their lives. We're all consumers and technology is a tremendous advantage to our lives but how do we use it and how does in impact us ? You'll learn some of it in this presentation.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
2. 2
JAMES BAILEY
IoT and UX Consultant at Bunnyfoot
BORN ANALOGUE
Before the digital revolution and
the Internet
FASCINATED BY TECHNOLOGY
The developments, applications,
and convergent opportunities
FASCINATED BY PEOPLE
MA Interaction Design -> Bunnyfoot
QUICK INTRODUCTION
7. 7
A friend explained to his
8 year old about how he
grew up without computers.
His son asked…
‘Born Digital’ generation…
8. 8
But, how did you get
on the Internet?
‘Born Digital’ generation…
A friend explained to his
8 year old about how he
grew up without computers.
His son asked…
9. 9
The Internet is not limited
to computers or devices.
It is something far larger.
12. 12
INTERNET OF THINGS
PHYSICAL OBJECTS ARE AUGMENTED WITH
SENSORS AND COMPUTING TECHNOLOGY,
AND CONNECTED TO THE INTERNET
13. 13
INTERNET OF THINGS
THESE ‘THINGS’ – OR DEVICES – CAPTURE
DATA ON THE WORLD AROUND THEM AND
SHARE THEM THROUGH ONLINE SYSTEMS
14. 14
USER PROCESS
SYSTEM PROCESS
DEVICE DEVICE DEVICE DEVICEDEVICE
§ BILLIONS OF DEVICES WILL BE
COLLECTING, SHARING, AND
PROCESSING DATA ONLINE
§ EACH DEVICE IS AN INDIVIDUAL
§ THEY ARE CONNECTED
THROUGH ONLINE SYSTEMS
§ I BELIEVE THEY SHOULD SERVE
THE NEEDS OF PEOPLE
16. 16
Investing £140 million in world class research
on the infrastructure and cities of the future
UK GOVERNMENTBACKING
GOV.UK/GOVERNMENT/NEWS/BUDGET-2015-SOME-OF-THE-THINGS-WEVE-ANNOUNCED
ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/
31. 31
The guiding principles highlight
the importance of building
services around customer needs.
BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK
39. 39
§ Deploying IoT at scale
§ Understanding industrial design
§ Prototyping experience for connected products
§ User experience and predictive device behaviour
§ Interusability: Designing a coherent system UX
§ Lessons from architecture school
O’REILLY
ONLINE CONFERENCE
78. 78
BEHAVIOURAL PATTERNS AND PAIN POINTS WERE
CONSOLIDATED INTO AN ECOSYSTEM MODEL FOR
POTENTIAL DIGITAL / NON-DIGITAL SERVICES
BEACON RESEARCH
PLANNING THE VISIT
TO THE MUSEUM
LOOKING UP
HIGHLIGHTS
FINDING EXISTING
ITINERARIES
RECALLRESTENGAGEEXPLOREPLAN
POST-VISITDURING VISITPRE-VISIT
GETTING YOUR
BEARINGS
DISCOVER WHAT’S
ON OFFER
CHOOSING WHERE
TO GO
ENGAGING WITH
ITEMS IN DEPTH
READING AND
LEARNING
TAKING PHOTOS
FINDING RESTING
POINTS
FINDING FOOD AND
DRINKS
TOILET VISITS
RECALL AND
REMINISCE
SHARING WITH
FRIENDS AND
FAMILY
90. 90
THE DESIGN SCOPE
IS PHENOMENAL
TELECOMMUNICATIONS
MINING
BROADCAST
HEALTHCARE
COMPUTING
SUPPORT SERVICES
BANKING
LEISURE GOODS
EDUCATION
ENERGY
LEISURE GOODS
UTILITIES
PUBLISHING
HOUSEHOLD GOODS
MEDIA
REAL ESTATES
TRAVEL & LEISURE
CONSTRUCTION
SCHOOLS
FINANCIAL SERVICES
ELECTRONICS
FOOD RETAILERS
TRANSPORT
TECHNOLOGY
AUTOMOBILES
SOFTWARE SERVICES
PHRAMACEUTICALS
GENERAL RETAILERS
OIL & GAS
FARMINGPUBLIC SECTOR
91. 91
THE DESIGN SCOPE
IS PHENOMENAL
MOBILE PHONES
AUDIO SYSTEMS
HOME APPLIANCES
TRAIN STATIONS
OFFICES
SMART WATCHES
SPORTS EQUIPMENT
BUSES
WEARABLES
SMART METERS
HOME APPLIANCES
DIY & TOOLS
BICYCLES & MOTORBIKES
TELEVISION
SHOES & TRAINERS
MUSICAL INSTRUMENTS
TABLETS
LIGHTING
JEWELLERY
CARS & VEHICLES
CAMERAS
MACHINERY
PUBLIC SPACES
COMPUTERS
HOME SECURITY SYSTEMS
KITCHEN PRODUCTS
TOYS & GAMES
SUPERMARKETS
BEACONS
TRAINS
92. 92
THE DESIGN SCOPE
IS PHENOMENAL
PRODUCT DESIGN
DATABASES
CONTEXT
SYSTEM ARCHITECTURE
SERVICE DESIGN
INTERACTION DESIGN
USER EXPERIENCE
CUSTOMER EXPERIENCE
INDUSTRIAL DESIGN
ENGINEERING
PROGRAMMING
SOFTWARE DESIGN
NETWORKS
USER INTERFACE
VALUE PROPOSITION
APPS
PLATFORMS
ARCHITECTURE
INTEROPERABILITY
AFFORDANCES
ECOSYSTEMS
SECURITY
VISUAL DESIGN
HARDWARE
ACTORS
PRIVACY
TOUCHPOINTS
DATA
STAKEHOLDERS
MATERIALS & RESOURCES
LIFE CYCLE
SUPPORTMAINTENANCE
INTERUSABILITY
93. 93
THE DESIGN SCOPE
IS PHENOMENAL
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATADATA
DATA
DATA
DATA
100. 100
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE
THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC
VIEW OF USERS…
101. 101
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE
THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC
VIEW OF USERS…
BUT IN THE REAL WORLD…
102. 102
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE
THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC
VIEW OF USERS…
BUT IN THE REAL WORLD…
BUT STILL –
UCD CAN BE USED TO
CREATE BETTER OUTCOMES
110. 110
BEHAVIOURALOBSERVATION
YOU CAN USE ESTABLISHED TECHNIQUES LIKE
SHADOWING AND CONTEXTUAL INQUIRY,
WE USED MOBILE ETHNOGRAPHY…
STRANGERTHANFICTION,COLUMBIAPICTURES
123. 123
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
124. 124
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
MISREAD HIS BOARDING PASS AND REALISED THAT
HIS DEPARTURE WAS FROM T5, NOT T2!
125. 125
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
2 3
1
MISREAD HIS BOARDING PASS AND REALISED THAT
HIS DEPARTURE WAS FROM T5, NOT T2. HE NEEDED
IMMEDIATE ADVICE ON THE QUICKEST WAY TO
TRAVEL BETWEEN TERMINALS
126. 126
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
OFFICIALLY MISSED THE BAG DROP BY 5 MINUTES
AND IS UNABLE TO CONTINUE HIS JOURNEY – THE
COMPLETE LACK OF SYMPATHY FROM THE STAFF
MADE HIM FEEL EVEN WORSE
127. 127
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE THEN FINDS OUT THAT HE NEEDS TO PAY AN
ADDITIONAL £120 IN FEES TO SWITCH FLIGHTS –
AGAIN, THE STAFF SHOW NO SYMPATHY
128. 128
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE’S LEFT TO REFLECT ON HIS MISSED
FLIGHT AND SAYS HE “FEELS STUPID”
129. 129
P4 – THE MISSEDFLIGHT!
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
2 3
1 HOW COULD WE HAVE HELPED
THIS CUSTOMER TO AVOID THIS
DISASTER OF A JOURNEY?
130. 130
P4 – THE OPTIMISEDJOURNEY
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
PROVIDE THE CUSTOMER WITH CONTEXTUAL, PREDICTIVE
NOTIFICATIONS: IF HE RECEIVED A WARNING WHEN TRAVELLING
TO T2, SAYING THAT HE NEEDED TO GO TO T5, AND HOW TO DO
SO, HIS DISASTER OF A JOURNEY WOULD HAVE BEEN AVOIDED
131. 131
P4 – THE OPTIMISEDJOURNEY
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
PROVIDE THE CUSTOMER WITH CONTEXTUAL NOTIFICATIONS:
IF HE RECEIVED A WARNING WHEN TRAVELLING TO T2, SAYING
THAT HE NEEDED TO GO TO T5, AND HOW TO DO SO, HIS
WHOLE NEGATIVE EXPERIENCE WOULD HAVE BEEN AVOIDED
ANDROID.COM/WEAR,WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS
138. 138
P1 – TERMINALCHANGEAFTERSECURITY
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
MANAGE THE CUSTOMER’S EXPECTATIONS BY PROVIDING ADVANCE WARNING:
REMIND HIM WHICH TERMINAL HE NEEDS TO CHECK-IN AND FLY FROM, HOW TO
TRAVEL BETWEEN TERMINALS, AND HOW LONG THE TRANSIT TIME WILL BE.
HE CAN THEN MANAGE HIS TIME AND IT WILL AVOID UNNECESSARY STRESS
139. 139
P1 – TERMINALCHANGEAFTERSECURITY
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP – A COMBINATION
OF PHYSICAL SIGNAGE AND VIRTUAL STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL
BETWEEN TERMINALS, AND HOW LONG IT WILL TAKE. ALSO PROVIDE REASURRANCE
THAT HE WILL MAKE HIS FLIGHT ON TIME
140. 140
P1 – TERMINALCHANGEAFTERSECURITY
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP –
LIKE A MAP AND STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL
BETWEEN TERMINALS AND HOW LONG IT WILL TAKE; ALSO PROVIDE
REASURRANCE THAT HE WILL MAKE HIS FLIGHT ON TIME
142. 142
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
143. 143
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE,
BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE
OTHER END OF THE TERMINAL (IT’S A LONG WALK)
144. 144
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE,
BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE
OTHER END OF THE TERMINAL (IT’S A LONG WALK)
145. 145
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
1
1
1
HE WAS FRUSTRATED TO FIND LARGE QUEUES AND NO
SIGNAGE FOR BRONZE CLUB MEMBERS. HE WAS THEN
TOLD BY STAFF THAT HIS CHECK-IN WAS BACK DOWN
THE OTHER END OF THE TERMINAL (ZONE B OR D)
146. 146
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
1
1
1
ZONE D HAD A MASSIVE QUEUE, SO HE TRIED ZONE B,
BUT THIS WAS EMPTY AND THERE WERE NO STAFF.
WHEN HE MANAGED TO FIND AN ATTENDANT HE WAS
TOLD THAT ZONE B HAD JUST BEEN CLOSED!
147. 147
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
1
1
1
ZONE D HAS A MASSIVE QUEUE, SO HE TRIES
ZONE B, BUT IT IS EMPTY AND THERE ARE NO
STAFF. WHEN HE FINDS AN ATTENDANT HE IS
TOLD THAT ZONE B HAS JUST BEEN CLOSED!
148. 148
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE ASKED THE ATTENDANT IF HE COULD CHECK-
IN USING THE BUSINESS CLASS GATE AND HE
WAS HAPPY TO BE TOLD “YES”. UNFORTUNATELY
HE NEEDED TO WALK BACK TO ZONE H (AGAIN)
149. 149
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE ASKS ATTENDANT IF HE CAN CHECK-IN USING
THE BUSINESS CLASS GATE AND IS HAPPY TO BE
TOLD YES. UNFORTUNATELY HE NEEDS TO WALK
BACK TO ZONE H.
150. 150
P2 – CHECK-INPING PONG
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HOW COULD WE HAVE
HELPED THIS CUSTOMER?
151. 151
P2 – THE OPTIMISEDEXPERIENCE
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
JUST BEFORE THE CUSTOMER ARRIVES AT THE TERMINAL (IN THIS CASE BY TAXI)
NOTIFY HIM WHICH ZONE HE NEEDS TO CHECK-IN FROM; THE TAXI DRIVER CAN
THEN DROP HIM OFF AT THE APPROPRIATE ENTRANCE, SAVING HIM WALKING TIME
152. 152
P2 – THE OPTIMISEDEXPERIENCE
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
1
1
1
155. 155
COMPARINGTHEEXPERIENCES
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
THEY WERE ALL GOING ON HOLIDAY! WE SHOULD BE
LOOKING FOR WAYS TO ENHANCE THEIR EXPERIENCE
AND BUILD EXCITEMENT. THEIR PAIN POINTS COULD
HAVED BEEN EASILY AVOIDED THROUGH REAL-TIME,
CONTEXTUAL INFORMATION
156. 156
COMPARINGTHEEXPERIENCES
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE GOING
THROUGH SECURITY. THIS WAS THANKS TO A COMBINATION OF CONSIDERED
AIRPORT SIGNAGE AND EFFICIENT PROCESSES… AND A GENERAL LOW
EXPECTATION OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)
157. 157
SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE
GOING THROUGH SECURITY – THANKS TO A COMBINATION AIRPORT
SIGNAGE AND EFFICIENT PROCESSES, AND A GENERAL LOW EXPECTATION
OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)
COMPARINGTHEEXPERIENCES
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
159. 159
COMPARINGTHEEXPERIENCES
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS;
PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL;
FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE;
AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!
160. 160
COMPARINGTHEEXPERIENCES
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS;
PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL;
FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE;
AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!