humanising technology to improve customer experience

HUMANISING TECHNOLOGYto improve customer experience

Erik Roscam Abbing & Flaminia Del Conte

@roscamabbing @FlaminiaDelCont

Livework © 2017 www.liveworkstudio.com London Oslo Rotterdam São Paulo

CAN WE HUMANISE TECHNOLOGY?

Overview of the talk

Our view on human

technology


The humanized technology framework

Our view on human

technology


The humanized technology framework

Our manifestoOur view on human

technology

Don’t fall in love with technological possibilities.

Fall for the impact they can have on people’s lives

Whoweare

Whoweare

A multi-skilled team

Our team of 14 nationalitieshas a true blend of talent

Picture of erik

ErikRoscamAbbing

FlaminiaDelConte

Ourvision

To create great experiences for people, and solve real problems using technology to facilitate this process.

“

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WE ARE NOT TECHNOLOGY EXPERTS

We arepeopleexperts

We are focused on people’s needs and pain points ashumans and ascustomers.

We arepeopleexperts

We are not sector experts.We are process experts.

Us

OUR VIEW ONTECHNOLOGY

We are interested in technology only as enabler of people accomplishing their goals. For us technology is a meansnot an end.

How does technology end up in the hands of customers?

1. Technologies are pushed towards customers

2. Technologies are selected based on human needs

Meaningful

2. Technologies are selected based on human needs

‘Cool’ technologies are often solutions waiting for

a problem

Self-tying shoes

Self-parking chairs

Printed foam cappuccino

KITTEN SCANNERInvolving kids in their own care

Example:

THE HUMANISING TECHNOLOGY FRAMEWORK

Business

Normal technology push

Human technology framework

Business

Human

Business

Human

Organisation


Like a braid…

Solutions that create revenue

Is there a market for that?

Solutions that help you save costs

How can we optimiseprocesses?

Technology.Solution waiting

for a problem

Business


Human

Solutions that meet emotional needs

Are you creating advocacy for you solution?

Solutions that meet social needs andenhances relationships

Are we facilitating human contacts?

Solutions that meet functional needs

Are we solving a real customer problem?


Organisation

Solutions delivered by the stakeholders

Are you equipping the people with capabilities to deliver?

Solutions accepted by the company

Are we creating organisationbuy-in?

Solutions embraced by the stakeholders

Building a shared vision and purpose, creating advocacy.


Business

Human

Organisation

Solutions that help you save

costs

Technology.Solution waiting for a problem

Solutions that create

revenue

Solutions that meet emotional

outcomes

Solutions that meet social

outcomes and Enhance

relationships

Solutions that meet

functional needs

Solutionsaccepted by the company

Solutions embraced by

the stakeholders

Solutionsdelivered by

the stakeholders


Human technology framework in practice

Business

Human

Organisation

Trigger attention


Business

Human

Organisation

Calculate business case

Trigger attention


Business

Human

Organisation


Trigger attention

Explore revenue streams


Business

Human

Organisation


Trigger attention


Perform customer research


Business

Human

Organisation


Trigger attention


Contextual insight research



Business

Human

Organisation


Trigger attention




Design research & co-creation


Business

Human

Organisation


Trigger attention





Stakeholder co-creation & change management


Business

Human

Organisation


Trigger attention





Creating a shared vision & story



Business

Human

Organisation


Trigger attention







Training, piloting and embedding


Business

Human

Organisation

NOW…WE’LL SHOW SOME CASES OF HOW LIVEWORK HAS USED IT

We love to use technology…

To create morevaluable interactions

To create a seamless experience

To solve human needs


Trigger attention









Business

Human

Organisation

CONCLUSIONS


Trigger attention









Business

Human

Organisation

A human technology manifesto

Every choice we make as designers will impact other people in how they live their lives and reach their goals.

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A human technology manifesto

We must see technology through a human lens, using it to enhance the lives of customers and employees.

In a way that is sustainable for businesses and the society we operate in.

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CAN WE HUMANISE TECHNOLOGY?

Yes we can!

Yes we can!All you need to do:1. Tick the nine boxes on our framework

2. Embrace the manifesto

Will you create great products and services that have value for

Customers

Businesses

& Organizations

And use technology as a means, not an end?

THANK YOU!

@roscamabbing @FlaminiaDelCont

Erik Roscam Abbing & Flaminia Del Conte