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The Age of Great User Experiences
- 2. The Age of User Experience Shane Morris
- 8. Web TV Radio Print In store Mobile Call Center Game Console IM IPTV Search POS Kiosks
- 9. Web TV Radio Print In store Mobile Call Center Game Console IM IPTV Search POS Kiosks
- 11. It’s mor e than the front end
- 12. M AKING IT EASIER
- 13. G REAT EXPERIENCES, ANYWHERE
- 14. AND...
- 16. Web TV Radio Print In store Mobile Call Center Game Console IM IPTV Search POS Kiosks
- 17. User touchpoints User Touch-Points office home devices web social Internet Explorer Windows Phone Media Centre Windows 7 Surface
- 18. Technology Stack Audience Reach Touchpoints Design and Development Analytics / Decisions Infrastructure
- 19. Technology Stack Audience Reach Touchpoints Design and Development Analytics / Decisions Infrastructure
- 22. Microsoft Web Platform Microsoft Confidential Tools Servers Technologies Applications Design and development integration for pre- packaged Open Source applications that run on top of the Microsoft Web Platform including: The Microsoft Web Platform is a powerful set of tools, servers, and technologies optimized for building and hosting next generation web applications and solutions. Use the Web Platform Installer to get everything up and running with a single tool.
Notes de l'éditeur
- User Experience Evangelist UX important to Microsoft Differentiating factor Today Opportunities, technologies This morning: UX
- Just some examples So it’s all about creating better UX’s, but there are challenges
- Now more than ever, experiences are about much more than “look and feel”… Great experiences are those that look great and work flawlessly. They empower people to do things better, more efficiently, more accurately They enable people to do things that perhaps they have never done before They Engage people – motivating, exciting and rewarding them And they make people more effective , by connecting them to services, companies and other people, and by performing reliably
- The best experiences are deeply connected to the companies and brands they represent – they’re not just billboards, they’re windows and doors through which customers should be able to see and interact with your business and your brand in a substantial way.
- Expectations: Customers and Partners Implementation: More robust and subtle – deal with all possibilities. More difficult to define. Programming skills required. Timeframes: Time to release, rapid iteration, agile MS partners signalling this clearly to MS
- We’ve talked to a lot of marketing professionals over the last 6 months about digital marketing. The first thing that consistently came up is the desire to provide better experiences for customers across all their channels, all their touchpoints. Click On the Web this means personalizing the experience – reccomendations for you, etc – it means adding social elements, community tools, better commerce capabilities, more targeted (relevant) advertising. Click It’s optimizing search results so that customers can find your product, your offer. But it’s more Click There’s no time to perfect a “regular” web site. What’s your mobile experience like? Beyond the browser are you leveraging geo-spatial information? How are you using voice? Click Let’s not forget “traditional media”. Like Search, it’s all about attracting consumers but are you doing it efficiently? This brings up the second consistent piece of feedback we heard: people are downing in data and have to show the ROI of everything. Click Of course “traditional” media evolves, IPTV is coming, content moves from radio and TV’s to Zunes & iPod, Xbox and the Web. Click Back to providing better experiences, how do you improve the store experience? How do you help a sales associate make the right recommendation in the store? One that matches the one they will get on the phone or Web?
- The only way to build more personal, relevant – better – experiences across mobile devices, call centers, in the store as well as the web is by connecting the back-end systems, by freeing the data that drives your business to power a better customer experience across all your touchpoints. Like it or not most companies are building marketing platforms, often piece by piece. The question is how can you take a step back and do it consciously, connecting your existing business systems to provide a better experience today and to enable your business to adapt to changes tomorrow.
- Customers want exciting, rich, responsive and complete experiences. You want to build and maintain those experiences quickly and inexpensively – and get the results you need. But it’s more complicated than it should be. Let’s look at a few reasons why… On the Web, we’re building great experiences every day, but we’re doing it with tools that have their roots in an earlier era of the Internet. Most of the tools we use date from a time when the Web was about “content,” but today’s experiences need the power of software : not only to deliver the richness and interactivity users want, but also to connect those experiences to the business systems that matter, to deliver those experiences reliably at a massive scale, and to do it all with an eye towards the bottom line: cost and time to market. It’s time to put the full power of software to work on delivering great experiences.
- One way today’s experiences are more like software these days is that they never stand alone – they are the doors and windows to many different systems and processes that support the business and the brand. For example, consider a typical product configurator , which lets users really get to know the product, play around with it and customize it to their needs. The second the customer hits the “buy” button, that great experience needs to start talking to the inventory and billing systems that will process their payment and ship their product, and the CRM system that connects this product with anything else they’ve bought. The fact is, once your great experience starts to deliver results – whether that’s user engagement that needs to be tracked, analyzed and monetized, or purchases that need to be processed – you are now in the software business .
- The good news is that Microsoft is pretty good at solving these kinds of tough software problems . We’ve been doing it for more than 30 years. That’s why we’re extending the power of software to tackle the challenges you face in creating great experiences.
- We’re helping you quickly, efficiently, and profitably create great experiences wherever your customers are – on the Web, on their desktop, on their mobile phone – and also bring those experiences to new places , whether it’s game consoles , new interactive devices like Surface , car dashboards or new form factors that haven’t yet been invented.
- We’re innovating on the tools and platforms for you to deliver great experiences in every aspect – not only the rich, exciting and engaging experiences customers see, but also the processes and workflows and supporting technologies that help you build great experiences quickly and easily, deliver them reliably to wherever your customers want them, and translate those experiences into real business results . Let’s look at a few examples of how Microsoft is helping companies get the most out of the experiences they create…
- Range of Touchpoints
- Microsoft is a platform company We provide the best tools in which to create Web, mobile, in-store and in-the-living room experiences. From the infrastructure to build, host and deploy all of these new types of applications. To the tools to analyze business data coming from the businesses and through the Web To the tools to design and build applications both online and offline, PC, game console and mobile To building apps and experiences that run on PC’s, Xbox’s, mobile phones and browsers From getting a tailored message in front of your next customer through advertising solutions from Microsoft Digital Advertising Solutions Microsoft and our partners can support the entire team that is needed to support your business and it’s digital marketing platform – developers, designers, operations people, business people, partners outside the firm Businesses should maximize their investments in technology.
- Microsoft is a platform company We provide the best tools in which to create Web, mobile, in-store and in-the-living room experiences. From the infrastructure to build, host and deploy all of these new types of applications. To the tools to analyze business data coming from the businesses and through the Web To the tools to design and build applications both online and offline, PC, game console and mobile To building apps and experiences that run on PC’s, Xbox’s, mobile phones and browsers From getting a tailored message in front of your next customer through advertising solutions from Microsoft Digital Advertising Solutions Microsoft and our partners can support the entire team that is needed to support your business and it’s digital marketing platform – developers, designers, operations people, business people, partners outside the firm Businesses should maximize their investments in technology.
- [This is a list of solutions we can sell against today] Create adaptive Web sites: From easily adding functionality through many of our Windows Live products (Virtual Earth, Instant Messenger, etc) to building Web sites that you can easily upgrade and maintain (using Visual Studio, Silverlight, IIS, etc) to Web sites that can adapt to your customers (connecting CRM with Dynamics, Biz Talk, and SQL server) Microsoft has a suite of options that can help you remain agile in adapting to changing business conditions while at the same time present a “next-gen” web experience. Engage Online Communities: Microsoft can help you Reach existing communities through advertising and sponsorships on Live Spaces, MSN and on Facebook, Digg, and Xbox Live. Microsoft can help you build communities using Sharepoint or Commerce Server for public or private communities that you can control or Microsoft partners can host for you. And using our technologies, Microsoft partners can help you Measure your impact on your communities and often other communities. Create more consistent, relevant experiences across channels and touchpoints: From interactive Web experiences to experiences on the go (call centers, Auto, mobile apps) to the living room experience (xbox Live, Media Center, Live Mesh) to Work and the Store experience (Point of Sell, Kiosks, etc) Microsoft can help businesses use software to create better, consistent experiences across multiple devices and locations. BI and Analytics – We can help marketing departments and businesses overall make sense of the mountain of data they deal with on a daily basis. With dashboards (PerformancePoint, MOSS, etc) we can link not only advertising data but business data into real-time dashboards to help determine return on investment and to help take immediate action. Through Atlas and adCenter tools advertisers can quickly determine the effectiveness of advertising online and off. Reach the right audience with the right ROI – With Atlas, Rapt and AdCenter we can help you maximize the effiency of your ad spend, we can help you reach the right audience on our network and off it and we can do more complex ad campaigns through programs such as BEET and Xbox Live. Beyond finding new customers, using CRM (Dynamics, etc) and other business information we can help you reach the customers you already know with the right products and information. 12/01/09 ©2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.