They have a really nice process of turning the entire Experience Map into a story. Which it should be. A story of a better life.
Hat tip to @timleberecht for the link.
This has to be one of the best definitions of the term “customer touchpoint or touch point” I’ve seen:
The marketer’s erogenous zone. An interaction between a business and a customer.
Executives who walk a mile in customers’ shoes before racing to “improve” relationships with big ideas tend to be more sensitive to crucial touch points.
Meant as “tongue in cheek”, but a very accurate description for an overused and often misunderstood term.
The following guest post is written by Maurice McGinley, a friend and former colleague at Philips Design. While some of the points might be a little outdated, this post showcases a methodology of Design Research and Design Led Innovation that is practiced in companies who aspire to be design leaders in their industry. I hope you enjoy the treat and also the process! Also don’t forget to click on the images for a larger view.
Television’s Secret Sauce
AppleTV, Google TV, Netflix, Ikea Uppleva… So why isn’t TV disrupted already? Where is TV going?
Longer term trends in human behavior can show us where TV is headed. Technology shapes Culture but Culture determines which technologies thrive; and culture changes more slowly than technology. An earlier post looked at television’s job to be done. This post looks at the Anthropology of Television.
The history of television use can be described in terms of four dimensions. These dimensions define the value space of television and we predict they will continue to drive its future evolution:
– Availability of Content,
– Convenience of Control,
– Sensorial Immersion, and
– Social Engagement.
– Limitless choice
– Always accessible
– Immediate gratification
– All media
– Low cost
– Rental / Subscription access
– Time and place shifting
– Granularity of content
– Move to online digital media storage
– Apps provide new narrow yet deep access to specialized content.
– User generated content gets integrated with commercial content.
…as easy as breathing
– A satisfying sense of control
– No thought needed
– Navigation by recognition (not planned intention or forethought)
– Automatic, flexible content management
– Curated choices and recommendations.
– Metadata enables content discovery
– Control from 2nd Screen.
– Integrated ecosystems of products
… sweeps me away
– Sensual escapism
– Enjoyment and beauty
– Authentic and credible content rendering
– Fluid and natural control
– Increasing visual and motion quality rendering.
– More senses, more fully stimulated
– Psychology-based compression and reproduction technologies
– Integration of navigation controls with content
– Apps providing synchronised extensions to content on screen.
…how I express myself; how I find myself
– Social currency – know what my peers are talking about.
– Discover content “gems” that suit me personally.
– Expression of my identity through my choices
– Pleasure and reassurance of being part of a group
– Strong links to pop culture and fashion
– Social curation
– Playlist sharing
– Real-time sharing
Hit this link for a A3 High Resolution .pdf suitable for printing.
Maurice McGinley works at AVG as a User Experience Architect. You can follow him on Google+, on Linkedin or on his awesome UX/UI research blog: “How I got my Kink“. This post has been reproduced with permission. Credit for the project goes to Philips Design.
1. Ideas don’t come from watching television
2. Ideas sometimes come from listening to a lecture
3. Ideas often come while reading a book
4. Good ideas come from bad ideas, but only if there are enough of them
5. Ideas hate conference rooms, particularly conference rooms where there is a history of criticism, personal attacks or boredom
6. Ideas occur when dissimilar universes collide
7. Ideas often strive to meet expectations. If people expect them to appear, they do
8. Ideas fear experts, but they adore beginner’s mind. A little awareness is a good thing
9. Ideas come in spurts, until you get frightened. Willie Nelson wrote three of his biggest hits in one week
10. Ideas come from trouble
11. Ideas come from our ego, and they do their best when they’re generous and selfless
12. Ideas come from nature
13. Sometimes ideas come from fear (usually in movies) but often they come from confidence
14. Useful ideas come from being awake, alert enough to actually notice
15. Though sometimes ideas sneak in when we’re asleep and too numb to be afraid
16. Ideas come out of the corner of the eye, or in the shower, when we’re not trying
17. Mediocre ideas enjoy copying what happens to be working right this minute
18. Bigger ideas leapfrog the mediocre ones
19. Ideas don’t need a passport, and often cross borders (of all kinds) with impunity
20. An idea must come from somewhere, because if it merely stays where it is and doesn’t join us here, it’s hidden. And hidden ideas don’t ship, have no influence, no intersection with the market. They die, alone.
What an awesome list, much of which are about the best conditions for creativity. Occasionally some of the points are a ramble, but fun all the same. Enjoy!
Shamelessly stolen from Seth Godin’s blog.