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The Age of the User

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Florian Vollmer
Florian Vollmer

This keynote presentation focuses on the ever growing importance of positive, meaningful, lasting customer experiences.

DesignBusinessTechnologie
1 von 91
We are living in an everfaster-moving world. Customer expectations are growing rapidly, innovation cycles are speeding up. There are fundamental shifts of power: consumers reward brands with loyalty – when they sense authentic behavior and true responsibility. What does it take to lead in this world?
Experiences. A few thoughts on how we Inspiring integrate amazing talent, IP, and drive for the benefit of the user. I am Florian Vollmer SVP Design and Principal at Info Retail. @florianvollmer is my twitter handle, www.inforetail.com is our website. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Styling Craft Connection Interaction © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Industrial Design Georgia Institute of Technology College of Computing: HCI and Ubicomp School of Literature, Communications, Culture © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
www.inforetail.com www.gatech.edu © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Responsible Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Integrative Responsible Strategy Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Focus © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Inspire Experience
Experiences are deeply personal © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Explorations © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Consumer ≠ Customer ≠ User Marketing Design UX © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Age of the Customer 2010- Empowered Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Age of the Information Customer 1990-2010 2010- Free Information Empowered Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Age of the Distribution Information Customer 1960-1990 1990-2010 2010- Interconnected Free Information Empowered Systems Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Age of the Manufacturing Distribution Information Customer 1900-1960 1960-1990 1990-2010 2010- Industrial Interconnected Free Information Empowered Processes Systems Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Best Buy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Smartphones have taken the lead 50% 38% 25% 13% 0% Smartphone Other cell phone No cell phone May 2011 Feb 2012 Princeton Survey Research Associates International via Statista © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Connected Consumer © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Connected “Super User” Consumer Source: Deloitte, 2012 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Connected ... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Effects © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Delta © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new formula H2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new formula H2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
A new complexity Service Environments 4000 flights 716 planes 80,000 employees © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Rich, Engaging... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Meaningful! © Florian Vollmer & Info Retail 2012 – www.inforetail.com
130 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Simplexity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
The Ubiquitous Enterpreneur © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
New Concept Unbuy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Multiplicity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Enablers © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Curating Life © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Convergent Devices © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Source: Flickr.com © Florian Vollmer & Info Retail 2012 – www.inforetail.com
} Calculator Address Book Camera Video Camera GPS Alarm Clock Dematerialization Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
} Calculator Address Book Camera Video Camera GPS Alarm Clock “Instantification” Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
} Calculator Address Book Camera Video Camera GPS Alarm Clock “Micro-Convergence” Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Mass Customization © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Layers of Reality (“Cyborgs”) © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
A Rhizome of Touchpoints © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Drivers: Engagements © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Lord Content © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Amazing Company Cultures © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Firms that have an amazing culture
mCommerce Customer Product Sales Social eCommerce Environment Presentation Traditional Engagement Ownership Media Media Experience © Florian Vollmer & Info Retail 2012 – www.inforetail.com
mCommerce Customer Product Sales Social eCommerce Environment Presentation Traditional Engagement Ownership Media Media Experience Strategy Design Execution © Florian Vollmer & Info Retail 2012 – www.inforetail.com
So what? © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Culture Stakeholder True Integration Ownership & in Activation Touchpoint Amazing Brands as Meaningful Customer Life Lives – Experiences Partners Profitable Brands © Florian Vollmer & Info Retail 2012 – www.inforetail.com
Together. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Text http://www.census.gov/cgi-bin/briefroom/BriefRm © Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
© Florian Vollmer & Info Retail 2012 – www.inforetail.com
Thank you! © Florian Vollmer & Info Retail 2012 – www.inforetail.com

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The Age of the User

  • 1. We are living in an everfaster-moving world. Customer expectations are growing rapidly, innovation cycles are speeding up. There are fundamental shifts of power: consumers reward brands with loyalty – when they sense authentic behavior and true responsibility. What does it take to lead in this world?
  • 2. Experiences. A few thoughts on how we Inspiring integrate amazing talent, IP, and drive for the benefit of the user. I am Florian Vollmer SVP Design and Principal at Info Retail. @florianvollmer is my twitter handle, www.inforetail.com is our website. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 3.
  • 4.
  • 5. Styling Craft Connection Interaction © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 6. Industrial Design Georgia Institute of Technology College of Computing: HCI and Ubicomp School of Literature, Communications, Culture © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 7. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 8. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 9. www.inforetail.com www.gatech.edu © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 10. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 11. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 12. Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 13. Responsible Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 14. Integrative Responsible Strategy Design Responsive Solution Management © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 15. Focus © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 16. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 17. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 18. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 19. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 20. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 22.
  • 23.
  • 24.
  • 25.
  • 26. Experiences are deeply personal © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 27. Drivers: Explorations © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 28. Consumer ≠ Customer ≠ User Marketing Design UX © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 29. The Age of the Customer 2010- Empowered Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 30. The Age of the Information Customer 1990-2010 2010- Free Information Empowered Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 31. The Age of the Distribution Information Customer 1960-1990 1990-2010 2010- Interconnected Free Information Empowered Systems Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 32. The Age of the Manufacturing Distribution Information Customer 1900-1960 1960-1990 1990-2010 2010- Industrial Interconnected Free Information Empowered Processes Systems Flow Buyers Source: Forrester Research © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 33. Best Buy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 34. Smartphones have taken the lead 50% 38% 25% 13% 0% Smartphone Other cell phone No cell phone May 2011 Feb 2012 Princeton Survey Research Associates International via Statista © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 35. Connected Consumer © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 36. Connected “Super User” Consumer Source: Deloitte, 2012 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 37. Connected ... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 38. Drivers: Effects © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 39. The Delta © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 40. A new formula H2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 41. A new formula H2H © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 42. A new complexity Service Environments 4000 flights 716 planes 80,000 employees © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 43. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 44. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 45. Rich, Engaging... © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 46. Meaningful! © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 47. 130 © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 48. Simplexity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 49. The Ubiquitous Enterpreneur © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 50. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 51. New Concept Unbuy © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 52. Multiplicity © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 53. Drivers: Enablers © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 54. Curating Life © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 55. Convergent Devices © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 56. Source: Flickr.com © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 57. } Calculator Address Book Camera Video Camera GPS Alarm Clock Dematerialization Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 58. } Calculator Address Book Camera Video Camera GPS Alarm Clock “Instantification” Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 59. } Calculator Address Book Camera Video Camera GPS Alarm Clock “Micro-Convergence” Game Console Music Player eBook reader Voice recorder Coupon Book Wallet © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 60. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 61. Mass Customization © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 62. Layers of Reality (“Cyborgs”) © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 63. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 64. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 65. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 66.
  • 67. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  • 68. Main Object Accessory © Florian Vollmer, 2012 – www.florianvollmer.com
  • 69. A Rhizome of Touchpoints © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 70. Drivers: Engagements © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 71. Lord Content © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 72.
  • 73. Amazing Company Cultures © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 74. Firms that have an amazing culture
  • 75. mCommerce Customer Product Sales Social eCommerce Environment Presentation Traditional Engagement Ownership Media Media Experience © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 76. mCommerce Customer Product Sales Social eCommerce Environment Presentation Traditional Engagement Ownership Media Media Experience Strategy Design Execution © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 77. So what? © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 78. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 79. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 80. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 81.
  • 82. Culture Stakeholder True Integration Ownership & in Activation Touchpoint Amazing Brands as Meaningful Customer Life Lives – Experiences Partners Profitable Brands © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 83. Together. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 84. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 85. Text http://www.census.gov/cgi-bin/briefroom/BriefRm © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 86. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 87. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 88. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 89. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 90. © Florian Vollmer & Info Retail 2012 – www.inforetail.com
  • 91. Thank you! © Florian Vollmer & Info Retail 2012 – www.inforetail.com