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The Digital Society
Driven by consumer-centered design

Francis D’Silva
First Tuesday, Oslo 2006-05-23
Choices in lifestyles and the proliferation of
     technology present some interesting opportunities

              Life’s Pressures...                   …Create Demand for Simplification




         •   Decreasing Available Time                •   Simplify Daily Life
         •   Increasing Complexity of Choice          •   Assimilate Information Faster
         •   Increasing Responsibility                •   Rely on Predictable Results
         •   Increasing Financial Constraints         •   Enjoy Freedom to Be Flexible

Š 2006 Accenture. All rights reserved.          2
Digital services can be broadly categorized into at
     least four areas




                                         Citizen & Care            Home            Virtual Work and
    Entertainment
                                         services                  Management      learning
    Entertainment on                     Avail of Citizen          Security,       Support and
    Demand, From                         Services and fulfil       Convenience,    Connections for
    Any Room, on                         obligations – in          and Energy      Work and
    Any Device –                         particular Health         Efficiency at   Education without
    Even Outside the                     Care                      Home            Leaving Home
    Home



Š 2006 Accenture. All rights reserved.                         3
Accenture believes* the time is right for new delivery and
     business models for converged solutions




                                                                               Home
              Entertainment
                                                                               Management




                                         Put the consumer
                                          at the center of
              Citizen & Care               convergence                         Virtual Work
              Services                                                         and Learning

                                                  Global Accenture survey, 2005 (2600 consumers in 5 countries)
Š 2006 Accenture. All rights reserved.           4
Orchestrating digital services is not without it’s
     challenges


                    More complex/                        As solutions become
                    connected solutions                  more embedded in
                    make it difficult for                consumer lifestyle,
                    any one company to                   consumers are more
                    address consumer                     vulnerable and
                    needs                                dependent on
                                                         services
                                             Service
                                             Delivery
                                            Challenges
                    Service delivery is                  Diverse
                    expensive and often                  customers needs
                    inefficient                          dictate
                                                         differentiated
                                                         services
                                                         offerings

Š 2006 Accenture. All rights reserved.          5
Striking the balance between products (seller) and
     intentions (buyer)


                       What is offered….                                             … and customer intentions



                        Government services                                                  Citizen support
            eMail                             Online banking

                                                                                                                Conducting secure
                                                                       Flexibility in work                          financial
                                                                                                                  transactions

   Broadband                                     Online shopping




       Entertainment                           Security
                                               services                 Make life at home
                                                                                                               Feel safe at home
                                                                           more fun
                               Insurance




                Can Norway show the way? Sure, as a test-bed for
                          digital services for society
Š 2006 Accenture. All rights reserved.                             6
Nasjonal dugnad for et “digital kompetanseløft”!!


     • Active cooperation between business and the public sector

     • Facilitation from academia and business organisations

     • Leverage user communities




Š 2006 Accenture. All rights reserved.   7
Accenture Forskningsfond bevilger 3,2 millioner til 2
     forskningsprosjekter ved NTNU og BI


                                                  • Innovasjon og
                                                    forretningsmodeller i
                                                    digitale verdinettverk (BI –
                                                    1,8 MNOK)

                                                  • F&U innenfor trådløs
                                                    bredbĂĽndsinfrastruktur
                                                    (NTNU – 1,4 MNOK)

                                                  • Kontakt: Eirik Andersen




Š 2006 Accenture. All rights reserved.   8
Takk for meg!

                                         francis.dsilva@accenture.com




Š 2006 Accenture. All rights reserved.                9
1980’s                                   Today

     • IBM-compatible PC architecture         • Multiple devices MP3 players to PCs
     • Ethernet and LAN                       • Internet (Bluetooth, UWB, Wimax…)
     • Client-server architecture             • Service-Oriented architecture

     • User-centered design                   • Consumer-centered design




Š 2006 Accenture. All rights reserved.   10
Today’s home is increasingly digital, opening vast
     possibilities for interconnected devices and the
     delivery of new consumer solutions.

                  Yesterday                                                                   Today
                                                                                                Digital
                       Analog

                                                                                                                      Satellite
                                                                                           Home Automation
                                                                   Wireless
                                    Camera
                      PC                                                            Digital
           TV                                                                       Camera                      PC
                                                                                                   Laptop                          Wireless
                                                                       DTV
                                       Mobile   Wireless
                           Stereo
            VCR/STB                  Phone                         DVD/STB
                                                                                                 Stereo
                   Game                                                                                       Phone
                 console                           Landline                   PVR Mobile                              Mobile      Single Pipe
   Cable
                                                                                   Game

                                                                                               Music Player


   • Small # of devices; very few digital;                           • Large # of devices; increasingly digital;
     largely remain in the home                                        travel with the consumer
   • Lack of wireless; limited                                       • Growing wireless and device
     interconnectivity between devices                                 interconnectivity
   • Dial-up                                                         • Broadband
   • Inflexible access to content                                    • Content anytime, anywhere, anyplace
   • Easy to operate; single function;                               • Complex; multi-function; require more
     minimal assistance required                                       learning
Š 2006 Accenture. All rights reserved.                        11
Technology Lab - Fornebu




Š 2006 Accenture. All rights reserved.   12

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Consumer Centered Service Development - First Tuesday 23rd may 2006

  • 1. The Digital Society Driven by consumer-centered design Francis D’Silva First Tuesday, Oslo 2006-05-23
  • 2. Choices in lifestyles and the proliferation of technology present some interesting opportunities Life’s Pressures... …Create Demand for Simplification • Decreasing Available Time • Simplify Daily Life • Increasing Complexity of Choice • Assimilate Information Faster • Increasing Responsibility • Rely on Predictable Results • Increasing Financial Constraints • Enjoy Freedom to Be Flexible Š 2006 Accenture. All rights reserved. 2
  • 3. Digital services can be broadly categorized into at least four areas Citizen & Care Home Virtual Work and Entertainment services Management learning Entertainment on Avail of Citizen Security, Support and Demand, From Services and fulfil Convenience, Connections for Any Room, on obligations – in and Energy Work and Any Device – particular Health Efficiency at Education without Even Outside the Care Home Leaving Home Home Š 2006 Accenture. All rights reserved. 3
  • 4. Accenture believes* the time is right for new delivery and business models for converged solutions Home Entertainment Management Put the consumer at the center of Citizen & Care convergence Virtual Work Services and Learning Global Accenture survey, 2005 (2600 consumers in 5 countries) Š 2006 Accenture. All rights reserved. 4
  • 5. Orchestrating digital services is not without it’s challenges More complex/ As solutions become connected solutions more embedded in make it difficult for consumer lifestyle, any one company to consumers are more address consumer vulnerable and needs dependent on services Service Delivery Challenges Service delivery is Diverse expensive and often customers needs inefficient dictate differentiated services offerings Š 2006 Accenture. All rights reserved. 5
  • 6. Striking the balance between products (seller) and intentions (buyer) What is offered…. … and customer intentions Government services Citizen support eMail Online banking Conducting secure Flexibility in work financial transactions Broadband Online shopping Entertainment Security services Make life at home Feel safe at home more fun Insurance Can Norway show the way? Sure, as a test-bed for digital services for society Š 2006 Accenture. All rights reserved. 6
  • 7. Nasjonal dugnad for et “digital kompetanseløft”!! • Active cooperation between business and the public sector • Facilitation from academia and business organisations • Leverage user communities Š 2006 Accenture. All rights reserved. 7
  • 8. Accenture Forskningsfond bevilger 3,2 millioner til 2 forskningsprosjekter ved NTNU og BI • Innovasjon og forretningsmodeller i digitale verdinettverk (BI – 1,8 MNOK) • F&U innenfor trĂĽdløs bredbĂĽndsinfrastruktur (NTNU – 1,4 MNOK) • Kontakt: Eirik Andersen Š 2006 Accenture. All rights reserved. 8
  • 9. Takk for meg! francis.dsilva@accenture.com Š 2006 Accenture. All rights reserved. 9
  • 10. 1980’s Today • IBM-compatible PC architecture • Multiple devices MP3 players to PCs • Ethernet and LAN • Internet (Bluetooth, UWB, Wimax…) • Client-server architecture • Service-Oriented architecture • User-centered design • Consumer-centered design Š 2006 Accenture. All rights reserved. 10
  • 11. Today’s home is increasingly digital, opening vast possibilities for interconnected devices and the delivery of new consumer solutions. Yesterday Today Digital Analog Satellite Home Automation Wireless Camera PC Digital TV Camera PC Laptop Wireless DTV Mobile Wireless Stereo VCR/STB Phone DVD/STB Stereo Game Phone console Landline PVR Mobile Mobile Single Pipe Cable Game Music Player • Small # of devices; very few digital; • Large # of devices; increasingly digital; largely remain in the home travel with the consumer • Lack of wireless; limited • Growing wireless and device interconnectivity between devices interconnectivity • Dial-up • Broadband • Inflexible access to content • Content anytime, anywhere, anyplace • Easy to operate; single function; • Complex; multi-function; require more minimal assistance required learning Š 2006 Accenture. All rights reserved. 11
  • 12. Technology Lab - Fornebu Š 2006 Accenture. All rights reserved. 12