UX STRAT Europe, Giles Colborne, Strategies for Intelligent Product and Service Design

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Post on 14-Apr-2017

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  • @gilescolborne

    Strategies for intelligent product and service design Giles Colborne

    @gilescolborne

  • @gilescolborne

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    Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.

    Would you like to add a Zone 1-5 Travelcard for 5.80?

    Yes plz

    That comes to 78.20 including booking fee. Want to go ahead?

    Trainline BookingMenu My tickets

    OK

  • @gilescolborne

    1982

    2007

  • Sou

    @gilescolborne

    Cellular IoT

    Non-cellular IoT

    PC / Laptop / Tablet

    Mobile Phone

    Landline

    Ericsson Mobility Report 2016

  • @gilescolborne@gilescolborne

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    Apple

  • @gilescolborne

    Here is exactly what you need

    right now

  • @gilescolborne

    873 calories

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    873 calories

  • Sou

    @gilescolborne

  • @gilescolborne@gilescolborne

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    Hey, Siri, how do you design

    services based on algorithms?

  • @gilescolborne

    WHATPEOPLE DO

    TASKS

    PREPARE SPECIFY BUY OWN

  • @gilescolborne

    WHATPEOPLE DO

    TASKS

    PREPARE SPECIFY BUY OWN

    CONVERSION

    ENGAGEMENT

    SEARCH

  • @gilescolborne

    WHATPEOPLE DO

    TASKS

    PREPARE SPECIFY BUY OWN

    US

    COMPETITOR

    COMPETITOR

    CONVERSION

    ENGAGEMENT

    SEARCH

  • @gilescolborne

    WHATPEOPLE DO

    TASKS

    PREPARE SPECIFY BUY OWN

    US

    COMPETITOR

    COMPETITOR

    CONVERSION

    ENGAGEMENT

    SEARCH

  • @gilescolborne

    WHATPEOPLE DO

    TASKS

    PREPARE SPECIFY BUY OWN

    US

    COMPETITOR

    COMPETITOR

    CONVERSION

    ENGAGEMENT

    SEARCH

  • @gilescolborneRichard Hooker

  • @gilescolborne

  • @gilescolborne

    Machine learning is not magic its engineering

  • @gilescolborne

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  • @gilescolborne@gilescolborne

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    P(booking)

    0 + 1 price+

    2 location+

    3 demand+

    4 listing attributes

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  • @gilescolborne

  • @gilescolborne@gilescolborne

  • @gilescolborne

  • @gilescolborne

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    High varianceHigh bias

  • @gilescolborne

  • @gilescolborneRichard Hooker

  • @gilescolborne

  • @gilescolborne

  • @gilescolborne

  • @gilescolborne

  • @gilescolborne

  • @gilescolborne@gilescolborne

  • @gilescolborne@gilescolborne

  • @gilescolborne

  • @gilescolborne

    Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.

    Would you like to add a Zone 1-5 Travelcard for 5.80?

    Yes plz

    That comes to 78.20 including booking fee. Want to go ahead?

    Trainline BookingMenu My tickets

    OK

  • @gilescolborne@gilescolborne

  • @gilescolborneJohan Schalkwyk, Voice Technology and Research Lead, Google

  • @gilescolborne

  • @gilescolborne

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  • @gilescolborne@gilescolborne

    Id like to return my shirt.

    The one you bought last week? Just print this label and send it back to us.

    Hi, Giles. I can help if you have a question about a recent order.

  • @gilescolborne

    Set out along Main Street and go ahead for 50 yards. At the junction with Spring Street bear left along Main Street for 240 yards. At the traffic lights go straight ahead for 70 yards. Take the ramp for the train station marked other traffic and in 20 yards youll be at the train station.

    Im in a hurry. Wheres the train station?

    @gilescolborne

  • @gilescolborne

    Straight ahead.

    Im in a hurry. Wheres the train station?

    Time Pressure / Error / Shared Knowledge

    @gilescolborne

  • @gilescolborne

    Book me an off peak return from Bath to London for next Tuesday with a seat reservation on the way back at 4:30.

    Would you like to add a Zone 1-5 Travelcard for 5.80?

    Yes plz

    That comes to 78.20 including booking fee. Want to go ahead?

    Trainline BookingMenu My tickets

    OK

  • @gilescolborne

    Strategies for intelligent service design

    1. Data. Unique data. Complex data. Connected data.

    2. A user need. Which may not be obvious to your users.

    3. A visualisation of your data. To help you find the patterns within it.

    4. An algorithm. And teams with a shared understanding of how it works.

    5. A sense of etiquette. Dont let your smart service offend users.

    6. A sense of dialogue. Understand how to hold a conversation.

    7. The skills to manage the service. Start small. MVP.

  • @gilescolborne

  • @gilescolborne

    Thank you @gilescolborne