Ambient Technology, a shift from information worlds to experience worlds 
Thursday, May 11, 2006, 06:31 PM - Business Innovation, Customer Experience, Design - (UX), Cross Channel Marketing, Retail Experience, Technology, Consumer Insights



A lot of consumer experiences are mediated through ambient technologies. This article (link below) from UIGarden.net covers some interesting information on the development processes required for the shift from information worlds to experience worlds.
link to article

This raises some interesting questions about the importance of the psychology of space when information technology is involved. Design approaches to need to consider the activities of the space, and create clear context for the use of the space inorder to create a complete user experience. see earlier weblog on ideo.

see the IDEO article.
  |  permalink   |  related link

Customer Experience - it's a branding tool? 
Saturday, May 6, 2006, 06:22 PM - Mobile, Mobile Banking, Business Innovation, Brands, , Smart Space, , ,

There are two kinds of CEOs. Those who only aim to deliver numbers and others who swear that ěCustomer Experience is brandingî

Let us see what do customers experience. Read on..

Link to the article on - The Three 'Ds' of Customer Experience: Marketing: HBS Working Knowledge

QUOTE
A recent Bain & Company survey reveals just how commonly companies misread the market. We surveyed 362 firms and found that 80 percent believed they delivered a ěsuperior experienceî to their customers. But when we asked customers about their own perceptions, we found that they rated only 8 percent of companies as truly delivering a superior experience. Clearly, it is easy for leading companies to assume they're keeping customers happy; itís quite another thing to achieve that kind of customer devotion.

ENDQUOTE
Are you surprised? Arenít we ourselves customers buying things or services? How often we get a feeling that we are really buying?

We know the ground reality.

We should also know by now that it takes much much more than marketing people and wild creativity to create and sustain customer experience. We should know that it takes leadership, strategy and supporting business processes that enable talented employees.

And that is quite some hard work. It takes months.. years. It involves business transformation.

Original Post: http://purple-stream.com/blog/?p=19


  |  permalink

Giant Touch Screen at Chicago Airport adds a new dimension to traveler's experience 
Thursday, May 4, 2006, 06:07 PM - Business Innovation, Channel Management, Service Design, Design - (UX), , Smart Space, , Cross Channel Marketing, Retail Experience, Technology, Consumer Insights



Dwell time, or experience information on the run. Giant digital touchscreen technolgy taking off at Chicago's O'Hare Airport. Revolutionary for out-of-home advertising and also for inter-office collaboration.

For more info - link here, to Accenture media release

  |  permalink

Experience Design - here is an interesting process diagram 
Wednesday, May 3, 2006, 06:04 PM - Business Innovation, , , Cross Channel Marketing, Retail Experience, Technology,


Check out this Experience Design process approach produced by David Armano. Link here
  |  permalink

IDEOs Smart Space group - effective processes for creating tangible consumer experiences 
Sunday, April 23, 2006, 05:56 PM - Mobile, Mobile Banking, Business Innovation, Design - (UX), Cross Channel Marketing,
link to PDF of NY Times article

The New York Times Sunday Business reports on IDEO's approach to spacial and enviromental design and the 'Smart Space' group. They take on projects ranging from hotels, office space to redevelopment of urban space and take an innovative approach.

They start with a 'deep dive'; a process involving Smart Space designers, anthroplogists and researchers to build understanding of what users really think and what really underlies their motivations and actions.

They design for activity as much as for space. This is the really valuable angle that IDEO are bringing. There processes are drawing out insights to create informed strategy and concepts that can be prototyped and tested. They can then take the most appropriate design direction for the projects and work with architects and designers to get it implemented.

It's a good process and current reports indicate the results speak for themselves - see the article.

  |  permalink   |  related link

Bringing 'visual' clarity to complex ideas 
Wednesday, April 12, 2006, 05:29 PM - Retail Experience, Technology, Consumer Insights


If you are ever needing inspiration for how to communicate your complex information networks or just have an appreciation for good visualisation methods, check out the Visual Complexity site. Click on the images for some project background. Cool content.


http://www.visualcomplexity.com/vc/
  |  permalink

Technorati 
Monday, April 10, 2006, 05:25 PM
Technorati Profile




<a href="http://technorati.com/claim/xe5iwrsf4k" rel="me">Technorati Profile</a>
  |  permalink

. 
Thursday, March 2, 2006, 07:09 PM -
.
  |  permalink