Humanising Technology to Improve Customer Experience
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In this presentation you will find a framework that will show you how to humanise technology through a service design process that balances the needs of the business, the customer and the organisation.
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Humanising Technology to Improve Customer Experience
- 1. HUMANISING TECHNOLOGY to improve customer experience Erik Roscam Abbing & Flaminia Del Conte @roscamabbing @FlaminiaDelCont Livework © 2017 www.liveworkstudio.com London Oslo Rotterdam São Paulo
- 3. Overview of the talk Our view on human technology
- 4. Overview of the talk The humanized technology framework Our view on human technology
- 5. Overview of the talk The humanized technology framework Our manifestoOur view on human technology
- 6. Donât fall in love with technological possibilities. Fall for the impact they can have on peopleâs lives
- 7. Who we are
- 8. Who we are A multi- skilled team Our team of 14 nationalities has a true blend of talent
- 11. Our vision To create great experiences for people, and solve real problems using technology to facilitate this process. â â
- 12. WE ARE NOT TECHNOLOGY EXPERTS
- 14. We are focused on peopleâs needs and pain points as humans and as customers. We are people experts
- 15. We are not sector experts. We are process experts. Us
- 17. We are interested in technology only as enabler of people accomplishing their goals. For us technology is a means not an end.
- 18. How does technology end up in the hands of customers?
- 19. 1. Technologies are pushed towards customers
- 20. 1. Technologies are pushed towards customers
- 21. 1. Technologies are pushed towards customers
- 22. 1. Technologies are pushed towards customers
- 23. 2. Technologies are selected based on human needs
- 24. 2. Technologies are selected based on human needs
- 25. 2. Technologies are selected based on human needs
- 26. Meaningful 2. Technologies are selected based on human needs
- 27. âCoolâ technologies are often solutions waiting for a problem
- 28. Self-tying shoes
- 31. KITTEN SCANNER Involving kids in their own care Example:
- 36. Like a braidâŠ
- 37. Solutions that create revenue Is there a market for that? Solutions that help you save costs How can we optimise processes? Technology. Solution waiting for a problem Business Human technology framework
- 38. Human Solutions that meet emotional needs Are you creating advocacy for you solution? Solutions that meet social needs and enhances relationships Are we facilitating human contacts? Solutions that meet functional needs Are we solving a real customer problem? Human technology framework
- 39. Organisation Solutions delivered by the stakeholders Are you equipping the people with capabilities to deliver? Solutions accepted by the company Are we creating organisation buy-in? Solutions embraced by the stakeholders Building a shared vision and purpose, creating advocacy. Human technology framework
- 40. Business Human Organisation Solutions that help you save costs Technology. Solution waiting for a problem Solutions that create revenue Solutions that meet emotional outcomes Solutions that meet social outcomes and Enhance relationships Solutions that meet functional needs Solutions accepted by the company Solutions embraced by the stakeholders Solutions delivered by the stakeholders Human technology framework
- 41. Human technology framework in practice Business Human Organisation
- 42. Trigger attention Human technology framework in practice Business Human Organisation
- 43. Calculate business case Trigger attention Human technology framework in practice Business Human Organisation
- 44. Calculate business case Trigger attention Explore revenue streams Human technology framework in practice Business Human Organisation
- 45. Calculate business case Trigger attention Explore revenue streams Perform customer research Human technology framework in practice Business Human Organisation
- 46. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Human technology framework in practice Business Human Organisation
- 47. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Human technology framework in practice Business Human Organisation
- 48. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Stakeholder co-creation & change management Human technology framework in practice Business Human Organisation
- 49. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Creating a shared vision & story Stakeholder co-creation & change management Human technology framework in practice Business Human Organisation
- 50. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Creating a shared vision & story Stakeholder co-creation & change management Training, piloting and embedding Human technology framework in practice Business Human Organisation
- 51. NOW⊠WEâLL SHOW SOME CASES OF HOW LIVEWORK HAS USED IT
- 52. We love to use technology⊠To create more valuable interactions To create a seamless experience To solve human needs
- 53. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Creating a shared vision & story Stakeholder co-creation & change management Training, piloting and embedding Human technology framework in practice Business Human Organisation
- 54. CONCLUSIONS
- 55. Calculate business case Trigger attention Explore revenue streams Contextual insight research Perform customer research Design research & co-creation Creating a shared vision & story Stakeholder co-creation & change management Training, piloting and embedding Human technology framework in practice Business Human Organisation
- 56. A human technology manifesto Every choice we make as designers will impact other people in how they live their lives and reach their goals. â â
- 57. A human technology manifesto We must see technology through a human lens, using it to enhance the lives of customers and employees. In a way that is sustainable for businesses and the society we operate in. â â
- 59. Yes we can!
- 60. Yes we can! All you need to do: 1. Tick the nine boxes on our framework 2. Embrace the manifesto
- 61. Will you create great products and services that have value for Customers Businesses & Organizations And use technology as a means, not an end?
- 62. THANK YOU! @roscamabbing @FlaminiaDelCont Erik Roscam Abbing & Flaminia Del Conte