Master Class Workshop: Designing for Conversion — Paul Pangaro
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Transcript of Master Class Workshop: Designing for Conversion — Paul Pangaro
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Master Class Workshop Designing for Conversation
SESSION LEADER
Paul Pangaro, CTO, CyberneticLifestyles.com
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what!s all this about “conversational marketing”?
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what!s all this about “conversational marketing”?
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How do we design for conversation?
cybernetics of conversation
what is it?
so what?
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win
d o
r tide
course set
the art of steering
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win
d o
r tide
course set
the art of steering—heading toward a goal
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win
d o
r tide
course set
the art of steering—getting blown off course
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win
d o
r tide
correction of error
course set
the art of steering—course correcting
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win
d o
r tide
correction of error
course set
the art of steering
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win
d o
r tide
correction of error
course set correction of error
the art of steering—constantly using feedback
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win
d o
r tide
correction of error
course set correction of error
the art of steering
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win
d o
r tide
correction of error
course set correction of error
the art of steering—achieving the goal
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How do we design for conversation?
applying cybernetics
science of “getting what you want”
helps to understand, navigate, and regulate complex systems
encompasses human, social, and technical components
includes a branch called “conversation theory”
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How to design for conversation?
applying cybernetics—to design conversations
what are the goals?
how do we measure if we’re on course?
what are the levers?
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what is conversation?
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participant A participant B
goal
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a participant has a goal
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participant A participant B
goal
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chooses a context
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participant A participant B
goal
context
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chooses a language
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participant A participant B
interface
goal
sharedlanguage
context
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begins an exchange
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participant A
learning
participant B
interface
goal
evaluating
sharedlanguage
context
action
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evokes a reaction...
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participant A
learning
participant B
interface
goal
evaluating
sharedlanguage
context
action
goal
action
yes!!
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...that evokes a reaction
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participant A
learning
participant B
exchange
interface
goal goal
evaluating
sharedlanguage
context
exchangeaction action
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agreement may be reached
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participant A
learning
participant B
exchange
interface
goal goal
evaluating
sharedlanguage
context
exchange
agreement
action action
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a transaction may occur
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participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
action
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why conversation is important
brands want consumers to buy
consumers need to believe that buying will get them what they want
convincing consumers to buy = influencing what consumers believe
conversation is the most effective means to influence beliefs.
these fundamentals do not change—even as technology and marketing evolves.
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evolution of marketing
24after Dubberly Design Office 2008
Marketing Era
Media Era
Time
Professional
Radio
1900
Emergent
Hi-speed printing
1850
Consolidation
Television
1950
Reformation
Digital
2000
360 CommunicationsBrandingPositioning
Marketing benefitsSelling featuresCreating presence
Direct (DM) Viral/Guerrilla marketingPersonalizationSegmentation
Account planningGoogle contextual ads
CableTelephone
Newspaper networks wield power
TV networks wield power
ConsolidationNational papers/color
Mass-circulation magazines Photo magazines Specialty magazines
Computing
Long tail
Advertising methods respond to social and economic changesand to opportunities afforded by changing media.
Customization
before conversational
media
after conversational media
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what changes
mostly 1-to-many & 1-way
slow feedback—few consumers
main metric = sales transactions
marketers talk to consumers,control conversation
marketers are “brand stewards”
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easily any-to-any & all-way
fast feedback—many consumers
possible metrics = every action
“consumers in control”,overwhelm marketing messages
marketers host brand conversations
before conversational
media
after conversational media
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marketing is changed forever
“consumers with voices”
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ignore at your peril
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marketing is changed forever
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what can we do?
join the conversation with consumers
understand which conversations can be influenced
facilitate productive conversations
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participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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I. Context
finding the right moment to open an exchange
consumer must be receptive
when and where is “reasonable”?
digital media has created an explosion of contexts
search engine results
web page banners, contextual ads
mobile phones, geo-location, context-sensing
... plus, traditional media are “going digital”29
cafe metro tweets
participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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I. Context
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I. Context
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II. Shared Languagedefines what we can converse about
starts with vocabulary and ideas that resonate
speaks in customer terms
tunes into consumer need-states, wants, and desires
creates a “language system” that begins to build a connection
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participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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II. Shared Language
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II. Shared Language
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II. Shared Language
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III. Exchange
2-way co-evolution of ideas
should be what we mean by “interactive”
must involve listening, offering, questioning
must offer some value to keep engagement going
may be broken off at any time (by either participant)
useful to both sides in learning about the other
consumer learns what is possible
marketer learns what consumers think, feel, and want
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iPod colors
participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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III. Exchange
34
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III. Exchange
34
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III. Exchange
34
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III. Exchange
34
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IV. Agreement
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shared understanding
common history is created
trust is built
beliefs are validated or changed
participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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changing beliefs requires conversation
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questions and testing understanding
conveying new ideas
consumerbrand
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consumer brand
conversation & feedback mostly internal
a lot of conversation is internal
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change of belief
consumerbrand
P2P conversation is more influential
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4
open connection
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internal and P2P conversations
are needed to agree on shared beliefs
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change of belief
consumerbrand
4
open connection
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trust is established (or not)
enough history to ensure compatible goals
sets expectations for future conversations
trust = lower risk and saving time
IV. Agreement
40
shared understanding
common history is created
trust is built
beliefs are validated or changed
participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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IV. Agreement
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IV. Agreement
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IV. Agreement
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coordinate about shared beliefs and shared goals
stay connected, continue the conversation
participate in communities, social networks, real-world f2f
demonstrate commitment
BUY product or service
V. Actions or Transactions
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participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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V. Actions or Transactions
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V. Actions or Transactions
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V. Actions or Transactions
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CONVERSATION REDUX
participant A
learning
participant B
exchange
interface
action (trans)action
goal goal
evaluating
sharedlanguage
context
exchange
agreement
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CONVERSATION REDUX
I. context
II. language
III. exchange
IV. agreement
V. transaction
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context—language—exchange—agreement—transaction
cleat = conversational traction
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CONVERSATION
TRUST
LIFETIME
VALUE
RELATIONSHIP
HISTORY
time
value
conversation is
the infrastructure
of commerce
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Long-term business success
requires
On-going transactions
need
On-going trust
is built through
On-going relationship
is possible only via
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CONVERSATION
TRUST
RELATIONSHIP
HISTORY
time
LIFETIME
VALUE
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from...
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CUSTOMER RELATIONSHIP MANAGEMENT
C R M
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to...
49
CONVERSATION RELATIONSHIP MANAGEMENT
C R M
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putting conversation to work
50
design for a campaign
context
language
exchange
agreement
transaction
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putting conversation to work
51
DOVE Campaign for Real Beauty
context
language
exchange
agreement
transaction
2% of women think they’re beautiful
what is beauty? inner—natural—feeling so—feeling good about self
among women everywhere—”tick” campaign
the world would be a better place if women were allowed to feel good about themselves
Dove sales increased by $500M in 3 years
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putting conversation to work
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your campaign here
context
language
exchange
agreement
transaction
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summary
conversation will always occur—you better be good at it.
changes in technology force us to evolve.
all successful evolution is co-evolution—each participant must change in response to the other.
conversation is the most efficient means to co-evolution.
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design for conversation = viability today and tomorrow.
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Master Class Workshop Designing for Conversation
Paul Pangaro, [email protected]
(c) 2009 Paul Pangaro.
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Appendix
1. invest in understanding conversation
evaluate prior campaigns in terms of conversations
for C-L-E-A-T, how could the conversations have been improved?
look at each technology in terms of conversations
what does a given technology do better?
less well?
think in terms of conversations when developing new campaigns
what’s the goal?
what’s the best technology for each of conversation?
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can we design directly to increase trust?
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Appendix
2. track trends, tools, and technologies
...that will change marketing conversations in the next 5 years
beyond social networks
beyond mobility
context-awareness
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Appendix
3. design for conversation
embrace every consumer as a participant
define specific goals for each exchange
for the brand
for the consumer
work such that conversation leads design
context...
language...
exchange...
agreement...
transaction...
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Appendix
4. prototype the conversations you want
prototype conversations, not web sites or marketing campaigns
instill continuous sensing and testing as a process for
understanding the market
defining and delivering the offering
increasing customer satisfaction.
remember that productive conversation is iterative.
it requires trial-and-error. it gets more efficient over time.
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Appendix
another model of consumer conversations
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OrientThe overview or preview ofwhat’s available or possible,allowing exploration and supporting the early stages of learning
Connect & attractThe initial connection withthe person and using thatcontact to make an effectiveand affective impression
InteractThe person may begin tointeract with or customizeproducts after learning newoptions through promotions,by hearing other customersorder, and by sharing preferences with friends.
AdvocateThe person activelycommunicates their
satisfaction to others
Extend & retainThe person comes back for moreas their expectations are raised—
at the same time a significantlevel of loyalty and leverageable
relationships are achieved
Reverberating“you just have
to try this”
GenerativePromise moregood things
EmbeddedBecome part of
users’ lives
OrientatingHelp users navigate
the world
CompellingCaptures the users’
imagination
Hugh Dubberly & Shelley Levenson 2008