personal technology celeste m. combs, president the experience group
Post on 20-Dec-2015
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Personal Technology
Celeste M. Combs, PresidentThe Experience Group
www.theexperiencegroup.com
Agenda: Personal Technology
My Background Your World What Is Personal Technology? Our Current World Design: Microsoft Intellimouse Design: Microsoft Sidewinder Research: Wearable computing Emerging Directions Future Success
Me – Crafting Consumer Experience Consumer Products
Nine Microsoft Products (Intellimouse, Natural Keyboard, Force Feedback Joystick; Gamepad, Actimates)
Asics Running Shoes Interactive Appliances Cell phones
Web Experience Dozens of website design, research and strategic projects Online Communities
Software Products Microsoft Windows Speech Experience (Longhorn); .Net application, Interactive Kiosk; Java Applications
Emerging Technologies Wearable computers Wireless products Convergence of products Ease of Use
Training Masters work focused on applying customer behaviors to product design Tons of “learned lessons” through the design and research of dozens of products and services.
Personal Technology
What is personal technology? Why do we need it?
Or, do we need it? What drives it? What shapes its design? What shapes its future?
My Technology Consumption
Until 2001 Desktop Basic Cell phone Basic PDA TV, DVD, VCR, Stereo Basic Digital Camera
New Last 2 Years Laptop Fancy Cell phone Fancy PDA Hands-Free Headphones MP3 New input devices AM / FM Portable Stereo Exercise Heart Monitor Cool Bose Alarm Clock Same Digital Camera
Your World
New product purchases in last month? New product purchases in last year? Most delightful? Coolest? Valuable? Least delightful? Valuable? Useful? Most surprising? Most disappointing?
Our World - Current
Ravenous consumption Choice
Price, feature, brands, bennies = dog fights Entertainment & social driven Overloaded
Information Device heavy Stressful Addicted
Performance / Life Enhancing Effective Efficient Connected
Design: Microsoft Intellimouse™
Created today’s current standard for navigating interfaces and working more efficiently. Released in 1996.
Team Credo: “To complete the computing experience”
Success Factors: Intellimouse™ High quality core team – industrial design, program mgmt,
engineering, human factors & usability
Highly detailed attention to shaping every aspect of the customer experience through research and design
Synergy of design and customer research to achieve a high quality customer experience
Extensive customer research and participation in design
Sales and Marketing Previous Microsoft Mouse was very successful OEM Partners Manage cost-of-goods Market timing Limited competition
Customer Research
Integrate target audience from concept through release
Use customer input to help determine what we build and how
Identify what’s appealing to customers? (i.e., what will they buy: useful, valuable, and usable!)
Identify and measure key user experience factors:
Physical – performance, comfort, shape, ergonomics
Emotional – appeal, perceived efficiency, etc
Cognitive – comprehension, feedback, etc
Social – acceptance in environments / offices; drive demand through “word-of-mouth”
Cultural: color, size, environment, “cool” factors
Microsoft Sidewinder™ game controllers Success Factors:
Digital technology Ergonomic design Aesthetics Performance Market timing
Emerging…
Fascinating & challenging Consider multiple
aspects of user context
Xybernaut SystemWearable ComputingMicrosoft Smart Personal Object Technology
Our World - Future Increased consumption and adoption Choice
Price, feature, brands, bennies = dog fights Individual, Entertainment & social driven Convergence
Integrate multiple features into fewer devices Augmentive –
Aide user in finding or seeing information as we experience the world (push)
Ubiquitous – one person, many computers Downsizing devices Wireless growth Life Enhancing
Effective Efficient Connected
Increased focus on “customer experience” and “ease of use”
Customer Experience Value
Focus on Customer: A Key Differentiator“Our research shows 71% of senior business leaders say the customer
experience is the new competitive battleground and is a source of sustainable difference.”Colin Shaw & John Ivens, beyondphilosophy.com
“To succeed today, we need an intimate knowledge of people. We are shifting to a customer-driven business model.”
PSAMA: “Taking a Product to Market” John Barrett, Vice President, Teague
Your World - Future What are your dream products? How do you see products evolving in
5, 10, 20 years?