The Age of the User

•

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Florian Vollmer

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

Design Business Technologie

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

www.inforetail.com www.gatech.edu

© 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

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 complexity

Service Environments
4000 flights
716 planes
80,000 employees

© 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

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

Mass Customization

© Florian Vollmer & Info Retail 2012 – www.inforetail.com

Layers of Reality (“Cyborgs”)

© Florian Vollmer & Info Retail 2012 – www.inforetail.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

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

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

Text

http://www.census.gov/cgi-bin/briefroom/BriefRm
© Florian Vollmer & Info Retail 2012 – www.inforetail.com

Thank you!

© Florian Vollmer & Info Retail 2012 – www.inforetail.com

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