The document discusses creating a "human shaped world" by designing experiences that require less thinking for humans. It suggests using automation, bots, and digital assistants to anticipate needs, automate tasks, and provide personalized suggestions in order to free up time for living. Key principles for designing such experiences include knowing the individual, providing easy to understand controls, helping achieve goals, automating repetitive tasks, and making valuable suggestions.

1. Thinking less, living more:
Creating a human shaped world
Oli Shaw - Global service design director
UXCON16: The future of business | September 30th Brescia (Italy)

2. THE FUTURE
OF BUSINESS

3. THE FUTURE
OF BUSINESS
IS PEOPLE

4. Customer experience is a
core commonent of every
business strategy.

5. Company culture and
employee satisfaction is a
core component to attract
the best talent and retain the
best employees.

6. If you’re not already doing
these things, you should be.

7. We need to create
a human shaped
world.

8. Who wants to be busy all
the time?

9. 9
Started, grown and transformed design
studios on multiple continents.
Worked in the design and creative space
for more then 18 years, for clients across
the world.
Identified and solved; business problems,
improved cx and improved employee
experiences.

10. 10
We grow businesses by designing new
experiences for humans, enabled by
technology.
We are a global strategic design firm
making innovation happen for the world’s
most ambitious companies.
We design products, services, digital
and mobile applications and brand
experiences and fuse them with
technology.

11. How do we create more
time for living more?

12. 12
Design drivers which can help in this area:
1. Anticipation of customer needs and desires
2. Automation of tasks and chores
3. Personalised bespoke tailored experiences

13. I’m talking
about bots

14. I’m talking
about bots

16. Why bots? Automation…

17. But first, a little story of
my journey yesterday

27. My journey from my house, to
the airport, to the plane, to
the hotel. Thinking less

29. It doesn't
have to be
something
big…

32. It doesn't have to be
something big…

33. ‘Jobs to be done’- Clayton Christensen

35. 35
When designing for ‘thinking less’ there are
some principles to consider:
1. Know me as an individual
2. Give me controls I can understand
3. Help me achieve my ultimate goal
4. Do the repetitive and mundane for me
5. Make suggestions that have value to me

36. 1. Know me
as an
individual

37. 2. Give me
controls
with ease

38. 3. Help me
achieve my
end goal

39. 4. Do the
repetitive and
mundane
for me

40. 5. Make
suggestions
that have
value to me

41. NOW FOR
SOME RAPID
FIRE NUGGETS:

46. How are you
part of digital
assistants?

49. 49
In summary…

50. 50
Design drivers which can help in this area:
1. Anticipation of customer needs and desires
2. Automation of tasks and chores
3. Personalised bespoke tailored experiences

51. 51
When designing for ‘thinking less’ there are
some principles to consider:
1. Know me as an individual
2. Give me controls I can understand
3. Help me achieve my ultimate goal
4. Do the repetitive and mundane for me
5. Make suggestions that have value to me

52. 52
Do you know how this will improve your CX &
the impact on your:
1. Customer acquisition cost,
2. Customer loyalty,
3. Customer lifetime value

53. 53
Or how it can help with your:
1. Employee satisfaction
2. Employee productivity
3. Or to help take costs out of your business?

56. Thanks
Gracias
Gràcies
Danke
Tak
Takk
Tack
Obrigado
Oli Shaw
Global Service Design Director
oli.shaw@designit.com
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