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Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Experience the Future
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Nature of Change
Current Trends
Customer Experience
TOPICS
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
The Nature of Change
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
1.5 mill yrs lever, wedge
500,000 yrs control of fire
50,000 yrs bow & arrow
5,000 years wheel and axle; sail
500 years Printing press with movable type; rifle
100 years Automobiles
50 years Satellites / Air Travel
25 years Home computers
15 years WWW and Cell phones7 years ago Ipod
4 years ago Ubiquitous Wireless
2 years ago Iphone
< 2 years SMS, Twitter, Facebook, RSS
Exponential Pace of Change
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
ANNA
Esther “The first 16 years of Anna’s life were virtually indistinguishable from Esther’s life. They both lived in makeshift house, with a dirt floor and no plumbing.
Esther’s life was the same as her mother’s and her mother’s mother’s, going back 400 years…”
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Israel(my grandad)
Anna
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Pace of Change
D 2000 2009
Use Internet (adult) 46% 75%
Broadband at home 5% 57%
Own a cell phone 50% 82%
Wireless Internet 0% 62%Stats from Pew Internet & American Life Project
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
The Future is Now
“Is the speed of light not fast enough for you”-Louis CK
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Unfreeze | Refreeze
www.flickr.com/photos/circulating/3251962169
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Permanent Whitewater
http://www.flickr.com/photos/nukeit1/244167779/
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Nicole Engard’s Tweet, Used with permission
Permanent Whitewater
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Permanent BETA
http://www.flickr.com/photos/kl/3238847578/
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Permanent BETA
www.flickr.com/photos/kenstein/2948639488
REQUIRES
PlayAdaptabilityTrend WatchingContinual Learning
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TRENDS What (else) is
going on out there?
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsTechnology
• Faster Processing• Faster Web• Mobile• SMS/Text• Convergence of TV, Radio,
Web
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.http://springwise.com/
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Clicker beta screenshot
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Roku screenshot
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsPeople and Information
• Digital/Portable (content not containers)
• Shared/Social• Collaborative• Remixed
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
In October, 2009 one out of every five new apps launching in the iPhone
was a book.
Trend: Digital/Portable
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Trend: Digital/Portable
Photo by Peter Bromberg
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsPeople and Information
• Pushing • Aggregating• Customizing• Filtering• Communatizing
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
http://vark.com/
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsPeople and Service
• Convenience• Speed• Choices• Multiple Channels• Hospitality• Power of Place
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsConnecting People w People
• Less need for f2f • Anonymity/Privacy• Anywhere/Anytime• Social Networks
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
“I buy things from people on eBay, I don’t actually want to visit their home, meet their children or have coffee with them…
And the web enables us to actually engage with other people at a level of closeness or distance of our own choosing.
That, in itself, is hugely significant.- Rory Sutherland
(blog.ted.com/2009/10/qa_with_rory_su.php)
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
TrendsConnecting People w People
• Less need for f2f • Anonymity/Privacy• Anywhere/Anytime• Social Networks
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
Over 300 million active users
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
50% of active users log on to Facebook
every day
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
Ages 35-54 is fastest growing demographic
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
65 million users access FB through their mobile device
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
Mobile users are 50% more active than non-mobile users
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
<FACEBOOK>
300% growth (40120 million)
in unique visitors (8/08 – 8/09)
</FACEBOOK>
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Customer Experience
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
VALUE
• Useful
• Desirable
• Accessible
• Credible
• Findable• Usable
User Experience Honeycomb
By Peter Morville, Semantic Studios http://semanticstudios.com/publications/semantics/000029.php
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
User Experience: EngagementFrom. Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223
Perception (senses)
Action (body)
Cognition (mind)
Emotion (heart)
External
External
Internal
Internal
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
User Experience: Engagement
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
User Experience: Engagement Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223
Customers’ Capabilities/Constraints of:
• Perception
• Action
• Cognitive
• Emotion
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Henry Ford said that if he had asked people how they wanted to improve their transportation they would have said faster horses. http://www.flickr.com/photos/danshouse/163331027/
Ask customers what they want(but don’t stop there)
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
discussion
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
thank you!
Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.
Creative CommonsImage credits
Images not credited on individual slides are credited below
•Little Girl: http://www.flickr.com/photos/zaqography/3790868181/in/set-72157620806096212
Hand Smile: http://www.flickr.com/photos/dotbenjamin/2765083201
Blind Woman: http://www.flickr.com/photos/yourdon/3550784323/
Thinker: http://www.flickr.com/photos/seatbelt67/502255276/sizes/s
Wheelchair: http://www.flickr.com/photos/euthman/357322273/
Mouse Click: http://www.flickr.com/photos/davichi/2927561056/
Eye: http://www.flickr.com/photos/weirdcolor/2966114569/