The number of internet connected devices is growing exponentially year on year. This presents an unprecedented opportunity for businesses to tell a richer story, develop closer relationships and enhance product offerings. As the connected ecosystem grows, designing, building and measuring experiences across these touchpoints is getting more specialised. Customer journeys cross from private spaces to public spaces and from our bodies to our homes. UI is increasingly fading into the background and more intelligent, contextual and location aware services are on offer. As the focus on UI falls and interaction is increasingly driven by other senses, the skill set needed to deliver these complex experiences is moving beyond the core offering of digital departments and agencies. So how does an agency, UX or design team own all these touchpoints? How does an experience designer know that what is being imagined is not only feasible, but can be maintained, tested and iterated? The simple answer is they rely on specialist knowledge to deliver the experience at each touchpoint. In our talk, aimed at senior UX practitioners, we will introduce an ecosystem framework that provides a structured approach for designing unchartered and evolving experiences. Our framework is based on established UX processes but introduces a measurement scorecard and dashboard to be used across all touchpoints. This allows each new technology to be examined through simple and standardised metrics. We’ll explain how this framework fits into an experience designers existing toolkit using real-world examples. We’ll also provide sharable tips and tricks that illustrate how invaluable our framework is, and how it can be used on ‘connected experience’ projects big and small.

1. The Ecosystem is
24.09.2016
than you
bigger !

2. “Mobile is eating the world”
BENEDICT EVANS
2
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
24.09.2016

3. 6.4BN connected devices in 2016,
up 30% YOY
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
3
GARTNER
24.09.2016

4. By 2018 Connected Devices &
IoT will out number Mobile
24.09.2016
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
4
ERICSSON MOBILE

5. By 2025 Connected Devices and
IoT’s total economic impact will be
$11 Trillion
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
5
MCKINSEY
24.09.2016

6. 3.4Average number of devices
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
624.09.2016

7. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
724.09.2016

8. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
TOUCH POINT
824.09.2016

9. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
TOUCH POINT
Experience
924.09.2016

10. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
TOUCH POINT
Experience
Brand
1024.09.2016

11. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
TOUCH POINT
Experience
Brand
1124.09.2016

12. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Product Service
TOUCH POINT
Experience
Brand
1224.09.2016

13. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1324.09.2016

14. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1424.09.2016

15. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1524.09.2016

16. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1624.09.2016

17. COMPLEXITY
24.09.2016
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
OPPORTUNITY
17

18. COMPLEXITY
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EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
OPPORTUNITY
18

19. 24.09.2016
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
GRAPHIC USER
INTERFACE
COMMAND
LINE
NATURAL
TOUCH
BLENDED /
IMMERSIVE
UBIQUITOUS /
ZERO UI
EASE OF USE &
ACCESS
TIME &
INTELLIGENCE
19

20. What is IA in the connected world?
24.09.2016
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1THE CHALLENGES
20

21. How do we detail out an experience?
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
2THE CHALLENGES
21
24.09.2016

22. How do we ensure success?
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
3THE CHALLENGES
22
24.09.2016

23. We don’t have
all the answers
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
23
24.09.2016

24. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
24
24.09.2016

25. §
Help us secure a $1bn loan
25
24.09.2016

26. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
26
24.09.2016
Customer
Business
Tech
Experience Map
Decision Framework
Roadmap
Concepts / Prototypes Briefs
I N F O R M T E C H N I C A L C O N S I D E R AT I O N S O F M I N I - B R I E F S
I D E N T I F Y C U S T O M E R
E X P E R I E N C E L E A D O P P O R T U N I T I E S P R I O R I T I Z E D
O P P O R T U N I T I E S
H I G H P R I O R I T Y
O P P O R T U N I T I E S
F O R E X P L O R AT I O N
I D E N T I F Y F E AT U R E S &
F U N C T I O N A L I T Y F O R
P R O J E C T D E V E L O P M E N T
I N S I G H T S , C H A L L E N G E S &
O P P O R T U N I T I E S F R O M
R E S E A R C H

27. EUROIA2016THEECOSYSTEMISBIGGERTHANYOUEUROIA2016THEECOSYSTEMISBIGGERTHANYOU
T R A N S P O R T
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27

28. EUROIA2016THEECOSYSTEMISBIGGERTHANYOUEUROIA2016THEECOSYSTEMISBIGGERTHANYOU
T R A N S P O R T
MODES OF TRANSPORT
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F U T U R E S TAT E E C O S Y S T E M
28
24.09.2016

29. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
29
SCORECARDXMO BRIEFS
24.09.2016

30. EUROIA2016THEECOSYSTEMISBIGGERTHANYOUEUROIA2016THEECOSYSTEMISBIGGERTHANYOU
XMOEXPERIENCE MANAGEMENT OFFICE
OUR ROLE
30
24.09.2016

31. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
31
24.09.2016

32. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
32
24.09.2016
Your name: Date:
Wifi
• Do they have wifi?
• Is it free?
• How is it messaged?
Mobile website
• Do they have a mobile site?
• How is the mobile site messaged?
• Does it know I am in the mall?
• Does it know my exact location in the mall?
• Able to sync from web to mobile?
• Is the website multilingual?
App
• How is the app messaged?
• Does it know I am in the mall?
• Does it know my exact location in the mall?
• What features did you use during your visit?
Beacons
• Do they have beacons?
• Where are they located?
• Describe any Bluetooth/Wifi enabled messaging (non-app)?
NFC
• Any capabilities using NFC?
Wayfinding
• How intuitive is it?
• Do they have digital signage?
• Any connection to app or mobile web?
Ticketing
• Is there one connected system for ticketing or is every
venue ticketed separately?
Loyalty program
• Do they have a loyalty program?
Social integration
• Is social integrated into communications?
Personalization
• Any personalization features?
Location:
PRE VISIT
SERVICE AUDIT TEAM 1 MOBILE EXPERIENCE FOCUSED
VISIT
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Yes No
Website
• Can you pre-plan on the site?
• Are there Concierge services to plan ?
• Concierge services listed:
App
• Is there an app?
• Can you pre-plan on the app?
Services
• Did you sign up for any services?
Notes:
Yes No
Yes No
Yes No
Yes No

33. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
33
24.09.2016

34. EUROIA2016THEECOSYSTEMISBIGGERTHANYOUEUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Responsible for defining the customer experience,
identifying propositions & developing a future-
proof experience and technology roadmap
Acting as leaders & custodians; preserving the
overall vision, delivering projects and selecting
expert 3rd party product & service specialists.
“
34
24.09.2016

35. GET ME THERE BUSINESS INSIGHT SHOP AROUND SERVE ME RIGHT BUY IT. SHIP IT LIVE SHOW
FOR THE 1% REALTIME JUST FOR ME FEED THE FAMILY REMIND RELIVE VIP ME
+3035
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
ONNECT MY FRIENDS GET ME THERE FIND ANYTHING BUY ANYWHERE HELP ME NOW PRE-PLANNING
INSPIRE INSPIRE ANYTHING BUY ANYWAY SAVE ME NOW MANAGE MY DAY PERSONALIZED DAY
35

36. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
SEARCH FIND BUY
Get Me There
Find Anything
Buy Anywhere
Help Me Now
THE MOST
SEARCHABLE
PROPERTY
YEAR 1
CONNECT & INSPIRE
Pre-planning
Inspire Anything
Buy Anyway
Help Me Now
THE MOST
INSPIRATIONAL
PROPERTY
YEAR 2
JUST FOR ME
Manage My Day
Personal Touch
Recommend Now
Special Moments
THE MOST
PERSONAL
PROPERTY
YEAR 3
CUSTOMER PROPOSITION
ECOSYSTEM FOCUS
DATA INTELLIGENCE
INSTRUMENT > LEARN > ADAPT
36
24.09.2016

37. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
PROPOSITION NAME
- Customer benefit
- Insight
KEY TOUCHPOINTS
BUSINESS SUMMARY &
KEY CAPABILITIES
37
24.09.2016

38. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
HERO VISUAL
BENEFIT LED
SCENARIO
38
24.09.2016

39. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
KEY FEATURES
ECOSYSTEM TOUCHPOINTS
INVOLVED
ENABLING PLATFORMS
39
24.09.2016

40. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Partners must not limit our
ability to deliver the best
customer experience across
all of the ecosystem
OUR GUIDING PRINCIPLE
40
24.09.2016

41. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
OUR APPROACH
DEFINE THE
SEARCH
ARTICULATE THE
PROBLEM
SET THE
GOALS
CREATE THE
VALUE
RESEARCH THE
CANDIDATE
41
24.09.2016

42. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
1TOUCH POINTS
2APPLICATIONS
3PLATFORMS
42
24.09.2016

43. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
What makes a good application partner?
touch point
platform
43
24.09.2016

44. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
ESTABLISHED COMPANY
LOCAL PRESENCE
FULL SERVICE CAPABILITY
COMPREHENSIVE SUPPORT CONTRACT
LOW PROFILE BRANDING
SHAREABLE ROADMAP
applicationtouch point
44
24.09.2016

45. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
ONE SIZE DOES NOT FIT ALL
OPEN IS GOOD
EQUAL COVERAGE ACROSS PLATFORMS
DEMONSTRATED EXPERTISE IN INTEGRATION
RECOGNISED THOUGHT LEADER
YOU OWN THE APPLICATION CODE
applicationtouch point platform
45
24.09.2016

46. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
CURRENT RELEASE IS NOT 1.0
COMPREHENSIVE DOCUMENTATION
COMPREHENSIVE API
SDKS (SOFTWARE DEVELOPMENT KIT)
PROFESSIONAL SERVICES TEAM
YOU OWN YOUR OWN DATA
applicationh point platform
46
24.09.2016

47. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
CRITERIA WEIGHT FAILS MEETS EXCEEDS LEADS TOTAL
ESTABLISHED 10% 0 50 75 100 10
LOCAL PRESENCE 20% 0 50 75 100 0
FULL SERVICE CAPABILITY 25% 0 50 75 100 12.5
COMPREHENSIVE SUPPORT CONTRACT 20% 0 50 75 100 15
LOW PROFILE BRANDING 15% 0 50 75 100 11.25
SHAREABLE ROADMAP 10% 0 50 75 100 0
TOTAL PARTNER SCORE 52.5
47
24.09.2016

48. CLOSING THOUGHTS
EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
3
48
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49. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Partner with
Experts
49
24.09.2016

50. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
Expand your
Horizons
50
24.09.2016

51. EUROIA2016THEECOSYSTEMISBIGGERTHANYOU
You still
Got It!
51
24.09.2016

52. Kieron Leppard
Creative Director
kleppard@sapient.com
twitter @kieronleppard
Daniel Braithwaite
Experience Design Manager
dbraithwaite2@sapient.com
twitter @danbraithwaite
Thank
you
52
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EUROIA2016THEECOSYSTEMISBIGGERTHANYOU