3. People don’t think in isolated
experiences.
They derive value and meaning from the
total experience
4. TODAY
Today 1.5 billion PC and 1
billion mobile phones
connected to the Internet
present to the world
TOMORROW
In 2012, it is estimated that
the physical sensors will
generate 20% of Internet
traffic
COMING
In 5-10 years there will be
over 100 billion devices
connected to the
Internet
5. Web 1.0 Web 2.0 Web Future
Sharing Data Sharing Everything is shared
Applications, and connected
Social network
7. Frontstage
User Experiences
The tangible elements of a service,
including everything that customers
see, hear, touch, taste, and smell.
Line of visibility
Separates the "front stage" (visible to
the customer) and "back stage" (tools,
processes, infrastructure).
Backstage
Design Services
The experiences people engage and
interact with a service
(or set of services) over time.
8.
9. In a recent, seminal article by Peter Morville on “Ubiquitious
Service Design”, facing the emerging mobile Internet,
augmented reality & Internet of things world he states:
“It's an era in which information blurs
the boundaries, enabling multi-
channel, cross-platform, trans-media,
physicodigital user experiences. To
succeed, we'll need teams that are
multi-disciplinary and individuals who
can help us think visually.”
http://semanticstudios.com/publications/semantics/000633.php
12. McKinsey defines Internet of Things as
"sensors and actuators embedded in
physical objects [...] linked through
wired and wireless networks, often
using the same Internet Protocol (IP)
that connects the Internet.”
http://www.readwriteweb.com/archives/mckinsey_internet_of_things.php
18. Content is getting indipendent from the
media
Media are getting undifferentiated for the
user experience
Context and user intentions makes the
difference
41. Customer journey is the process of
creating a graphical representation of
the steps and stages a customer goes
through to experience a
product or service
