1. DESIGNING FOR A MOBILE AND CONNECTED WORLD Smart Device & Mobile User Experience Summit 2011 Daniel Harris, Service Design LeadSlide 1 Fjord 2010

2. WE DESIGN BREAKTHROUGH DIGITALBRANDS, PRODUCTS AND SERVICESNo Boundaries: | Telco | Device | Financial Services | Media | OS | Portal | Retail | Startup | 3. Designing for the Internet of the world 4. MICROSOFT VISION 5. THE EVOLUTION IN SERVICE DESIGN PRACTICEEngagement Of Course WOW Time 6. PEOPLESlide 7 Fjord 2010 7. SERVICESSlide 12 Fjord 2010 8. BRANDSlide 16 Fjord 2010 9. THE BRAND CHALLENGE Broadcast Media Digital Media Physical experience Liquid experienceLiquid experience {{ Visual: One-way. Largely static Spatial: Multi-way. Highly interactiveSkills, methods & toolsSkills, methods & toolsDefined & Understood Not DefinedVisual BehavioralScale of harm done V Scale of opportunitySlide 17 Fjord 2010 | Confidential 10. WE CALL IT BRAND DNA APPEARANCE BEHAVIOURPERFORMANCE APPEARANCEAUTHENTICEXPECTED RECOGNISED BEHAVIOURSPERFORMANCEANYWHERE DELIVERED GUARANTEEDSlide 18 Fjord 2010 | Confidential 11. Slide 19 Fjord 2010 | Confidential 12. CONTEXT WILL DRIVE FUTURE EXPERIENCES Personal/Situational TechnologicalWho Device(Laptop, Desktop, are you LocationSmartphone, TabletWhereWho are ) arewith? (GPS, NFC)you?you? (Generally) Who arePersonal you now? DeliveryNetwork How much (Behavior) (Contacts, Friends, S time have Technologyocial Platform)you got? (SMS, Mobile, Web, What areApplication) you trying Whatto do?What doOperatingdid youyouAccess Systemjust do?What need? Technology (iOS, Android, Symb are you (2G, 3G, 4G, HSDPA, ian) doing? Wifi.) FilterAgregate Toggle on/offShare/ Control Connect 13. THANK YOU! @harrisdaniel @fjordSlide 22 Fjord 2010