ux poland 2016 - kendra shimmell - outsourced: the new future of your life?

Kendra Shimmell at UX Poland 2016Kendra L. Shimmell at UX Poland 2016 @kshimmell

Kendra L. Shimmell@kshimmell#uxpoland2016

Outsourced: The future of your Life?


What do you have in your pocket?

Prologue

IMAGE CREDIT: CHRISTOFFER ENGSTRÖM


I used to…

Prologue


Now I…

Prologue


IMAGE CREDIT: PATRYK DZIEJMA

Cook…

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Walk him…

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I had never felt more productive. But then…

IMAGE CREDIT: HOÀI ANH BINO

Prologue


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QIs this our future?

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I think we have the skills and resources to do better.

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Amazon trained us.

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SOURCES: Burson-Marsteller’s On-Demand Economy Survey 2016 and Quickbooks Survey 2015

8.6Bhave been invested

in Uber alone through February 2016.

7.6Mof US workers

by 2020 says Intuit.

42%of the total adult US

population has used one of these services.

Prologue


The Uber of X…

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SOURCE: HARVARD BUSINESS SCHOOL, SPRIG: UBER FOR HEALTHY MEALS


Prologue


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NikkiShahrzad

Sarahjane

IngridCourtney

Jason

ChristianYagey

Doug

JaysonJustin

KarenYo Mama AndrewLaura Shirley

JennyJohn

Anonymous 1

Anonymous 3

Anonymous 2

Michael


Principle:

Think beyond convenience.

Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:

Choreographthe logisticalnightmare.

Principle:

Signal the behavior you want.

Principle:

Be accountable.

Principle:

Balance the marketplace.

Principle:

Love the people that power your platform.


Prologue

SUPPLY DEMAND

DELIVERY/SERVER


Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

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Chapter 1: Think beyond convenience.


QAre we creating a bunch of frivolous tools for lazy, convenience-obsessed people who will probably watch 1000 hours of Netflix anyway?



Convenience is a commodity.Dig deeper.


Kendra L. Shimmell at UX Poland 2016 @kshimmell

Beyond convenience…


IMAGE CREDIT: NIKKI KNOX


Nikki talks about being more present with her family.



Reclaiming timeto be more present.


Kendra Shimmell at UX Poland 2016

Sarahjane tells us about how she uses these services to fill gaps.


Society shifted. These platforms are filling the gaps.



Jayson wants to eat healthy and learn how to cook.



Eating healthy and learning new skills.



“I don’t drive. I don’t own a car. Lyft allows me to be independent and safe. To get to the places I need to get to.” - Shahrzad

“Public transit doesn’t go everywhere I need to go. I use Uber to fill the gaps.” - Jayson

“I need help moving heavy furniture.” - Anonymous

“Being able to party with friends, all get home safely, and it keeps us out of jail.“ - Many people

“Fresh Direct allows us to get groceries delivered to our house. We don’t have a car—and it’s far to walk with (several bags) of groceries.” - Christian

“The cars are usually clean and not smelly and old as many taxis are.” - Shirley



QSo, what is missingfrom the experience?



I miss it.



We may dream about skipping housework and instead doing something fun and pleasurable. However, tasks which don’t make us happy can, over time, add up to a meaningful life.“SOURCE: Scientific America article, A Happy Life May Not be a Meaningful Life

“Chapter 1: Think beyond convenience.


Nikki talks about setting a good example.



Emotional needs contain clues for new services or features.




PHOTO CREDIT: MACIEJ SZLACHTA



PHOTO CREDIT: BUZZED ARTICLE, “THESE ARE THE TRASHY CONSEQUENCES OF BLUE APRON DELIVERY”


Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Act on my behalf.


I used to…IMAGE CREDIT: RYAN MCGUIRE

Chapter 2: Act on my behalf.


And now I…Now I…



QWhat is the on-demand grocery shopping experience like?




IMAGE CREDIT: WIKIPEDIA PAGE FOR WHOLE FOODS

It’s a trigger factory.


I pre-shop so that someone else can then go shopping for me.




Outsourcing the doing does not mean outsourcing the work.


Better for lists.


SOURCE: HTTP://WWW.MERCURYNEWS.COM/BUSINESS/CI_25516586/INSTACART-GROCERY-DELIVERY-BUSINESS-EXPANDS-SAN-JOSE

http://www.mercurynews.com/business/ci_25516586/instacart-grocery-delivery-business-expands-san-jose


QWhat can we do to make the experience better?



Reduce work.



Instacart is really trying.




SOURCE: YUMMLY.COM

http://yummly.com



IMAGE CREDIT: WIKIPEDIA PAGE FOR WHOLE FOODS


For dinner parties,the experience sucks.

IMAGE CREDIT: DYLAN SIMEL



IMAGE CREDIT: CHRISTY LANE CAMPBELL

Understand my goal.



The apples look horrible. Maybe blueberry pie?


IMAGE CREDIT: KATIE CHASE


Act on my behalf.



Get to know me.




SOURCE: YUMMLY.COM

http://yummly.com


Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Know your stuff.


Chapter 3: Know your stuff.


Onboard your workforce.



QHow does onboarding and training work today?



Anonymous talks about his experience onboarding with Uber and Lyft.



Onboard every day.



Keep it top of mind.



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Choreograph the logistical nightmare.


IMAGE CREDIT: JOSH DEHONNEY

Chapter 4: Choreograph the logistical nightmare.


QWhat is the experience of driving/delivering on-demand like?



QWhy does it take so long? It said you were 3 minutes away…



Sometimes that 3 minutes feels like it lasts forever.



John explains that the app has cut off his ability to reset expectations.



Enable better communication.



QI get picked up from work all the time, yet they never know where I am. Why is that?



Fix the bridge.



QI can never figure out which car is mine. Have you had this problem on your end?



Make it easier to recognize one another.



QAny other advice?



Minimize the variables.or make it so the variables don’t matter.



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Signal the behavior that you

want.


QHow does the brand influence behavior?

Chapter 5: Signal the behavior you want.


IMAGE CREDIT: UBER



IMAGE CREDIT: LYFT



SOURCE: http://www.shareable.net/blog/riders-delight-how-two-lyft-drivers-bring-the-party-to-the-people


SOURCE: http://nypost.com/2015/01/27/lyft-drops-pink-furry-mustache-debuts-glowstache/

http://www.shareable.net/blog/riders-delight-how-two-lyft-drivers-bring-the-party-to-the-people

http://nypost.com/2015/01/27/lyft-drops-pink-furry-mustache-debuts-glowstache/


The customers that you attract are a big part of the overall experience.



Anonymous Driver tells us what pisses him off.



IMAGE CREDIT: UBER



IMAGE CREDIT: LYFT



QDo ratings provide helpful feedback?



Use ratings to fine-tune, not to course correct.



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Be accountable.


Make only new mistakes.

Chapter 6: Be accountable.


IMAGE CREDIT: http://techcrunch.com/2014/12/23/lyft-now-lets-you-split-fares-with-friends-for-a-25-cent-fee/


http://techcrunch.com/2014/12/23/lyft-now-lets-you-split-fares-with-friends-for-a-25-cent-fee/


Let us talk to humans.



QTell me a story about a time when things didn’t go well.



Never make the bullshit excuse, “It’s out of our control.”



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

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John explains that there are never enough drivers.

Chapter 7: Balance the marketplace.


Supply

Demand



QWhat can be done?



Incentivize drivers to drive, and position supply closer to demand.



And, look for ways to increase capacity.



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Love the peoplethat power your

platform.


Chapter 8: Love the people that power your platform.

SOURCE: WIKIPEDIA


Love = love.



QWho are these people that are driving, shopping, delivering, and serving us?




SOURCE: Quickbooks Survey 2015

7.6MUS workers (by 2020)


Jenny, John, Anonymous Driver, and Justin explain why they work on these platforms.



SOURCE: Intuit Inc., Dispatches From the New Economy



QWhat is the biggest challenge for the business?



Churn is bad for the platform and for thecustomers’ experience.



SOURCE: http://nextjuggernaut.com/blog/uber-business-model-canvas-what-led-to-uber-success/


http://nextjuggernaut.com/blog/uber-business-model-canvas-what-led-to-uber-success/


SOURCE: TREASURESANDTRAVELSBLOG.COM/BLOG/2013/11/6/CUSTOMIZE-YOUR-STARBUCKS


http://treasuresandtravelsblog.com/blog/2013/11/6/customize-your-starbucks


QWhat will incentivize workers to stay on the platform?



“Incentives like healthcare or something like that and vacation or something. That’s an incentive for us to be counted on. “- John (Washio driver)



No more bait and switch.



Help them run a business.




SOURCE: SHERPASHARE.COM

http://sherpashare.com


Q

What are some ways to unify the workforce?



Jennifer shares some ideas on ways to unify the workforce.




(He asked me to cover his face.)


Give them co-workers, and opportunities to collaborate.



Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Prologue



SOURCE: WIKIPEDIA


QIs this our future?


There is work to do. Are you in?

Prologue


Principle:


Principle:

Act on mybehalf.

Principle:

Know your stuff.

Principle:


Principle:


Principle:

Be accountable.

Principle:


Principle:



Kendra L. Shimmell@kshimmell#uxpoland2016

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ux poland 2016 - kendra shimmell - outsourced: the new future of your life?

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