The Impact of Wearables

@fjord

Olof Schybergson CEO

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About Fjord

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Fjord is the service design consultancy We differentiate providers in ways that create an emotional bond

between the customer and the service.Our business is delight.

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Today, it’s all about engagement

The customer lifecycle is getting more complex

The lines are blurring between marketing,

service, and commerce. It’s no longer enough to

think about the user experience of one

platform

This puts a premium on the ability to

provide millions of individualized,

meaningful experiences in real

time

What’s required is complete user

engagement across a range of connected devices throughout

their customer journey

Design, combined with data analytics

and social media, can help shape and deliver

these customer journeys – at scale, but with a human

touch

The goal for Accenture and Fjord is to do this with our clients

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Every customer experience has two parts

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The visible part that consists of a variety of customer touchpoints that include people, products, and the places where services are experienced

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Every customer experience has two parts

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And the invisible part that consists of support mechanisms and actions necessary to deliver services with quality and efficiency

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Accenture + Fjord design and deliver delight

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No other partner can credibly bring together all three parts required to truly transform

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Customer system • Elegant • Relevant • Simple

Business system • Effective • Efficient • Delivers ROI

Technical system • Robust • Scalable • Deployed fast

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“Re-imagination of nearly everything powered by New Devices + Connectivity + UI + Beauty.”

Mary Meeker of KPCB

Digital is transforming the world

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Image: http://www.flickr.com/photos/eatingoutloud/3451406160/sizes/z/in/photostream/

Finance Education Retail Telecom

Traditional industry verticals are often inward-looking.

The disruption starts from a

broader consumer-led domain.

Medical

The medical sector is a prime example of this.

Mary Meeker estimates

the ‘re-invention’ market impacted to have a

turnover of over $35tn.

Digital and mobile disruption

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An aging population

Percentage of people 65 years or older in the EU

18%

By 2060 the share will be

30%

As the workforce decreases, there is

less income for society while

healthcare costs increase

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Bad lifestyles & chronic disease

1 Billion of the world’s population is overweight

300 Million

of these 1 billion are clinically obese

50% increase in diabetes in the UK

in the last 5 years

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Age impacts what we care about 25 50 75

Look better

Live healthier

Prevent disease

Treat disease

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Quantification for everyone

The world of logging apps and sensor-enabled devices is looking to the mainstream, and the pursuit of well-being for everyone.

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Consumerization of specialist equipment

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The wrist is the next frontier Funding for smartwatches is surging. MetaWatch and TouchWatch are funded, and Pebble raised a record $10M on Kickstarter. However, there is still a quest for the killer app. The Fuelband is liked, but many complain about inaccuracy.

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Open wellness platforms emerge Data siloes are a problem for people and healthcare professionals alike. Open activity collection platforms are seeing the daylight. Fluxtream and Health Graph allow users to both read and write. Withings has a new wellness coach that aggregates a range of services and sensors from Zeo to Bodymedia. Qualcomm Life is also moving towards aggregation.

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The evolution of digital

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1990s 2000s 2010s

Desktop web

Digital transformation waves

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1990s 2000s 2010s

Desktop web Mobile web

Digital transformation waves

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1990s 2000s 2010s

Desktop web Mobile web Living services

Digital transformation waves

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1990s 2000s 2010s

Desktop web Mobile web Living services

Com

ple

xity

Digital transformation waves

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The living services wave

Shaped around the individual

•  Each person's service experience is unique

•  Deep customization, at scale

Constantly evolving

•  Self-learning and adaptive

•  Data used intelligently and in real time 

CHARACTERISTICS ENABLERS

•  A fast-growing range of devices and sensors

•  Faster and cheaper data transfer through networks

•  Cloud ubiquity •  Context-sensing •  Natural interfaces •  Sophisticated identity &

privacy solutions

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We evolve. From Homo Sapiens…

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…to Homo Cumulus

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Key to success: Elegant simplicity

Everything can be re-thought, simplified, and improved. Even things we’ve taken for granted all our lives. The X-Beam™ offers a new definitive design for wrenches – it’s simply better. Simply by rotating the two ends 90˚ the grip is improved, offering 500% increase in surface contact area and applying 25% more force. The X-Beam™ is always easy to pick up from a flat surface.

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Examples

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Collaboration between healthcare providers and patients

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Real-time personal advice

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Fitting into people’s lives

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Data as a service

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Observations

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Creating rituals and habits is hard

3. EDUCATION

2. ENFORCEMENT

1. ENGAGEMENT

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The chart fatigue challenge For people who start monitoring themselves, initially the raw data is interesting. But the novelty wears off. When you need to move from achieving a goal to maintaining a level, chart fatigue easily kicks in.

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“The patient is the most underused resource in medicine.”

e-Patient David deBronkart

A communication gap between HCPs and patients

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The risk of a doctor–patient gap

Most healthcare professionals have not adopted new digital tools at work. At the same time people’s expectations are changing.

DOCTOR PATIENT

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Inspiration and Insights

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Raw data is not sufficient

Understanding relations

Con

text

Understanding

DATA

INFORMATION

KNOWLEDGE

WISDOM

Understanding patterns

Understanding principles

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Adding meaning

Wired magazine redesigned a blood test results sheet to make it more meaningful.

BEFORE

AFTER

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Adding meaning

BEFORE

AFTER

Test Name In Range Out of Range Reference Range Lab CHOLESTEROL 211 125-209 mg/dL 63

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Challenges with wearables

Body sensors are easy to lose

Malfunctioning hardware

Apps and devices require constant power

Proprietary software and data

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Sensors get lost and washed

One drawback of wearable sensors that are clipped onto our clothes is that we tend to forget them, lose them, or destroy them in the laundry machine. Sensors that are worn on your skin or are embedded in the smartphone are less likely to be lost or forgotten.

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Good data visualization is critical

The age of Big Data is upon us, particularly for health and wellness. The challenge is in making the data meaningful and actionable.

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Some needs are universal

“In the 19th century health was transformed by clean and clear water. In the 21st century health will be transformed by clean, clear knowledge.” Sir Muir Gray

Thank you Olof Schybergson CEO, Fjord

Fjordnet.com

@fjord