TRENDS
2015
TRENDS IMPACTING DESIGN & INNOVATION
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TRENDS 2015 Once again we have drawn Trends from right across all of Fjord’s team – business designers, interaction and visual designers, project managers, business development, marketing, HR, IT and finance too. Our Trends focus on issues we expect to tackle in the coming year, as they affect design, users, organizations and society. This year we have selected nine. We hope they will inform the strategic and design decisions that our clients and we take every day. Some emerging meta themes to take note of...
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THE IMPACT OF DIGITAL ON THE REAL WORLD IS COMING INTO FOCUS
MAGIC IS NOW EXPECTED
Software is now becoming embedded in the environment very quickly, in ways that we will all be witnessing and talking about. At the same time, people are also going back into the front line of the interface itself.
Maybe it’s the result of a generation weaned on Harry Potter, but Gen Y is hard to surprise; they confidently expect services to become more magical. For some services, it’s by guessing your intent or making boring transactional stuff disappear. If you can conjure with skill, you can differentiate.
In 2015, successful organizations will form connections between services, devices and places. The seams between these cannot be avoided, but can be managed and finessed. Platforms that scale to do this are essential and will offer the most engaging and profitable value. The one word to sum up the coming year? Ambition. Those companies that can truly deliver on their ambition with a phenomenal user experience will become this year’s innovative darlings. 3
TABLE OF CONTENTS 01
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OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
DIGITAL DIETING
MONEY TALKS
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05
08
MIND THE GAP
EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
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06
09
AGGREGATION MOVES TO SERVICES
DIGITAL DISRUPTION GOES PHYSICAL
THE SIXTH SENSE
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01
OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
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OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
“We had a customer experience but wanted an employee experience.” Airbnb’s Mark Levy, Global Head of Employee Experience • To become truly digital, businesses are seeking to re-integrate people into the interface • Omni-channel came first, now humans are returning as a fundamental component of a successful service • Services must be re-humanized
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01
OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
WHAT’S GOING ON • Robotic solutions for customer service often don’t work
• De-emphasizing a binary between employees and customers
• Why commoditize one of the most important opportunities to interact with your customer?
• Online ratings now extend to people providing service
• Language is shifting to “colleague”
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01
OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
LOOKING FORWARD • Companies are pulling back the curtain • A long term trend now reaching its zenith as the digital world continues to expand and diversify
• Create points of action instead of purely points of information • Equip your omni-channel with an omnicolleague
• This goes beyond tablet dashboards with data
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OMNI-COLLEAGUES THE NEW HEROES OF DIGITAL
FJORD SUGGESTS • Don’t just provide digital tools and data, also train for deep social skills to navigate customer diversity
• Imagine if customer ratings were transmitted to other social, professional spaces like a LinkedIn profile.
• Consider employee evaluation on the quality of the interaction with the customer, not just speed
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02
MIND THE GAP
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02 MIND THE GAP
Designing for experiences that are resilient in the spaces • • • •
We toggle And we’re always in flux Interesting challenges arise around context Four types of gap: • Bandwidth loss • Between devices • Hand over between services • Digital data change (and needs to be updated)
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02 MIND THE GAP
WHAT’S GOING ON • The gap between physical and online spaces is a new challenge • For businesses that didn’t think of themselves as tech
• “Click and collect” allows users the choices of online shopping and the convenience of nearby in-store pickup • But is not “prestigious enough for brands to take on”
• Users want seamless continuation: Spotify’s offline mode transforms their service in a beautifully ephemeral way 12
02 MIND THE GAP
LOOKING FORWARD • Gaps appear in the wake of technical, temporal and hubristic barriers - the biggest gap is when we switch device
• What happens when divorced from the mobile mothership? • And when the connected car is disconnected?
• As these multiply, this gap becomes more apparent: the Apple Watch - a tipping point for wrist wearables?
• People expect software perfection from reality • Designers must plan for the appropriate communication when disruption occurs
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02 MIND THE GAP
FJORD SUGGESTS • Search for outlier experiences early on • Both from early adopters (experimenting) and laggards (doing what they understand in their context)
• Consider organizational readiness. Who minds your gaps? • Respect the cognitive workload for users • Avoid digital amnesia
• Analyze fundamentals easy to overlook like source (and bandwidth) of connectivity and time spent 14
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AGGREGATION MOVES TO SERVICES
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03 AGGREGATION MOVES TO SERVICES
Using a customer’s journey to spark new service offerings • Choice and over-specialization are often challenges • Aggregation has been a success for • Google (information) • Facebook (people) • Spotify (music) • Expect most experiences to aim to mirror this • Singular focus companies start to branch into other parts of their customers’ lives • Providing value in unexpected places, in surprising ways
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03 AGGREGATION MOVES TO SERVICES
WHAT’S GOING ON • Companies are examining what their users are doing before and after using e.g.: an app
• Journeys are segmented between transportation, accommodation, and recreation
• Airbnb extend their offering—providing a “local companion” service and now a lifestyle magazine
• SNCF now provides a whole journey approach with door to door service either side of the user’s train travel
• Travel is especially ripe for disruption 17
03 AGGREGATION MOVES TO SERVICES
LOOKING FORWARD • Reduce the pains of navigating a fragmented experience
• Tink….all your financial services organized into insights
• Hacks like IFTTT let you chain up commands for multiple web services in one
• Meta services will use open APIs to aggregate choice
• This will translate to other services, like….
• At the extreme Tesla open up their patents to other vendors 18
03 AGGREGATION MOVES TO SERVICES
FJORD SUGGESTS • Look for potential resonance in other areas of a customer’s life
• Build an ecosystem comprised of relevant services, rather than creating a one-stop shop
• Take insights from the far-reaching parts of the user journey
• Consider partnerships forged in technology and data
• Seemingly disassociated moments may actually lead to delightful customer experiences
• Find distinct ways to merge, coordinate, reframe, and reconfigure moments 19
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DIGITAL DIETING
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04 DIGITAL DIETING
Services and users mindfully compartmentalize connectivity to live beyond the screen.
• In research the most consistent observation was the tension between our attention on digital and our need to focus on the real world around us • “I’m addicted to the screen and resent it” echoes other research which reveals that we look at our phones over 1500 times a week • But is this concern a generational one?
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04 DIGITAL DIETING
WHAT’S GOING ON • Stressed as a result of being continuously online
• One app encourages people to stop using their smartphones
• Brands responding to digital fatigue: startups like Birchbox, Rent the Runway and Bonobos have set up stores
• Calm and Headspace offer a digital route to meditation and Checky tells you how many times you look at your phone each day
• The rise of digital detox holidays
• Americans say they want privacy, but don’t act on that desire 22
04 DIGITAL DIETING
LOOKING FORWARD • Interesting new syntheses as digital looks for physical manifestation
• Russian & German governments are said to be ordering old typewriters to prevent leaks
• Evernote’s two-way collaboration with Moleskine: Physical Evernote notebooks alongside Smart Stickers that allow for digital tagging of physical notes, search and share
• Samsung is said to be thinking of selling offline in India to boost its margins • Expect a focus on physical and mental health. Constant texting can put between 27 and 60 lbs of weight stress on the spine at neck level 23
04 DIGITAL DIETING
FJORD SUGGESTS • Generation Moth: a whole generation raised on touch screens will change digital design
• Keep distraction out of collaborative and creative moments
• Be careful about the demands you make on users through alerts
• Consider ways users can avoid taking their phones out
• Re-examine the demands your organization places on staff 24
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EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
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05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
As technology enables more natural human-machine interactions, businesses need to evolve their digital personalities • Historically interactions with technology have been transactional • “Commands” without the accompanying range of emotional information found in human conversation • Advances in • sensors • social media • synthetic materials • newly published digital design philosophies • and processing speed • Mean we can start to use an emotional palette of visual expressions 26
05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
WHAT’S GOING ON • Emotional interface capabilities get real
• Machines may know how we are feeling in the future, even when we do not
• Emotient has real-time facial expression recognition software
• Emoji’s have entered our vernacular
• Aldebaran is a new humanoid robot that can detect emotions (voice and face)
• Our highly visual culture has gravitated to the image-oriented Instagram
• Smartcardia allows emotions to control internet-connected objects
• This year a supercomputer finally passed the Turing Test 27
05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
LOOKING FORWARD • Will we develop emotional connections with machines?
• Expect robotics to become much more salient: Robokind recently released a life-like humanoid robot that is used for treating autism
• The movie “Her” felt tangibly close • Kiss messenger by Lovotics, internet connected artificial lips that allow users to send real-time kisses, expected to hit the market in 2015
• Jibo, “The World’s First Family Robot” and Pepper, an emotion sensing robot, are expected to launch this year • We’ll witness some profound new interactions 28
05 EMOTIONAL INTERFACES FROM COMMANDS TO CONVERSATION
FJORD SUGGESTS • Many emerging technologies on the horizon, it’s tough to know where to invest
• What are your digital “smiles”? Think about emotionally responsive UI
• Knowing the direction of momentum can help
• Use Emojis
• Find your brand’s personality, and incorporate it into your digital touchpoints
• Consider gestures. Does your service cry for a more human interaction? • Start a robot strategy
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DIGITAL DISRUPTION GOES PHYSICAL
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06 DIGITAL DISRUPTION GOES PHYSICAL
More and more physical actions and items will become data-driven services. • The physical world is laced with sensors and overlaid with software • Digital is transforming physical interaction • Startups with very broad visions across industry • Consider Uber’s rate of growth and scale of ambition • Physical objects—like cars in the case of the ride sharing economy—go digitally viral • Evernote wants to be “the global platform for your memory” 31
06 DIGITAL DISRUPTION GOES PHYSICAL
WHAT’S GOING ON • Plenty of physical actions and devices have already become data-driven services
• Their data scientists are able to predict final destinations 75% of the time
• The Tesla’s power plant, drivetrain, suspension and cabin control systems are extensions of an operating system
• Rapid expansion combined with confidence in delivering users anything they want
• Uber is a smart data-driven service model
• Uber is now expanding into health by offering on-demand flu shots 32
06 DIGITAL DISRUPTION GOES PHYSICAL
LOOKING FORWARD • Data storage and analysis in the disruption of the physical world • “If you went to bed last night as an industrial company, you’re going to wake up this morning as a software and analytics company.” • 50 billion devices will produce actionable data by 2020
• Watch for the (literal) rise of drones this year • Human actions are now understood clearly enough to allow companies to make meaningful physical disruptions • The next wave of services that’ll mobilize goods are here: Zirx parks your car and Shyp will deliver packages for you at a low cost 33
06 DIGITAL DISRUPTION GOES PHYSICAL
FJORD SUGGESTS • Physical, bulky, and/or expensive assets are no longer immune from digitally led disruption • Two types of leaders will emerge: • Those with the market lead in smart devices • Those with the market lead in collecting and analyzing measurable human action
• Consider service design techniques like Trends Reframing to get a big picture on what you need to disrupt before someone else does • Those who design these services with consistent delight in mind will win • Where can a sensor revolutionize your business or, at the least, your customer understanding? 34
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MONEY TALKS
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07 MONEY TALKS
Commerce and messaging combine for payments and shopping. • New generations of users prefer visual messages and quick interactions • Messaging is merging with the ecommerce space • Venmo, posing a threat to cash, is popular because of its convenient social features • Snapchat teamed up with Square to “snap” a payment amount to friends • This is a social and emotional layer over transactional behavior, which changes money • For brands, content, conversation & commerce fuse 36
07 MONEY TALKS
WHAT’S GOING ON • Silicon Valley is not spurring this trend
• It allows their 500 million users to send digital cash and make purchases from the platform
• China is the country redefining commerce • WeChat, is more than a platform for chatting. The three year old, mobile-only platform has moved into gaming, shopping, and banking
• Taobao, a Chinese site, enables consumers and small merchants to sell products, and even services, online • The approach is highly global 37
07 MONEY TALKS
LOOKING FORWARD • As successful Western apps and ideas reach emerging markets, local users will repurpose and incorporate them into a personal and fragmented service ecosystem • Instagram was adapted into an eCommerce site, as many users in emerging markets publish services they sell
• Expect visual services to be transformed by users into a retail channel with new functionalities like coupons, orders or payments • PayPal CEO moves to head Facebook Messaging. What’s Up? • Watch Jumia in Africa (they use What’s App for customer care) and T-Mall in China 38
07 MONEY TALKS
FJORD SUGGESTS • Look out for highly disruptive ideas coming from markets like China, India, Indonesia, that have gone mobile first: study them
• What impact might a generation native to this way of communicating have as it becomes the workforce?
• How might payments change further, through negotiation on pricing, for example?
• Try Touchpoint Reframing to challenge assumptions
• What other consumer services might get embedded in or changed by conversation? 39
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BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
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08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
From smartphones to beacons, the gateways to interact with our surroundings are not only expanding, but also standardizing. • The mobile eventually emerged as a “Swiss Army Knife” and a “remote control for life” • Many new devices—watches, sensors, wearables— rely on the phone for connectivity, data display, and software updates • This positions the phone as the sun in a solar system • But might we move to a system of connected services and devices that looks more like a constellation? 41
08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
WHAT’S GOING ON • Nearables are becoming ubiquitous • Starwood Hotels and Resorts introduce virtual doors, made unlockable via smartphone • Volvo introduce virtual car locks for delivery. But are they really making the experience any better than a physical key?
• With Apple’s HomeKit, a complete communication ecosystem of devices could be standardized • Wearables have become a household word, but the future depends on the symbiotic relationship between mobile and wearables (and nearables for that matter), for a stronger device ecosystem 42
08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
LOOKING FORWARD • Many manufacturers have been in a cost-cutting race to the bottom, often focusing on singular interaction • Devices may need to manage functions from more than one input/output to be success • People will create new connections without expensive dependencies – like Fjord’s foosball table – developed in Helsinki for tens of euros
• Subversive industries with open tools could cross-pollinate • Watch Amazon Echo – smart but independent • Fjord has been working to develop systems that learn from patterns in electricity usage • Behavioral change recommendations are made actionable, remotely via the smartphone 43
08 BE EFFORTLESS INTERACTIONS IN CONNECTED SYSTEMS
FJORD SUGGESTS • Control and automation have no meaning without solving a real problem for the end user • Consider how a service could become connected on its own terms
• Remember the smartphone home screen is now a very competitive environment: how to make discovery and activation for irregular activities less painful?
• Also think how a service could be enhanced by an open standard such as integrating with OpenRemote or If This Then That 44
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THE SIXTH SENSE
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09 THE SIXTH SENSE
More services are starting to anticipate what a customer might want and act on it, using smart design and data mining, before the user clicks a button.
• IWWIWWIWI or I Want What I Want When I Want It • Seen in media through binge watching • Now we’re seeing this trend mirrored in physical consumption • But today’s efficiently reactive services will be eaten by tomorrow’s delightfully predictive ones
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09 THE SIXTH SENSE
WHAT’S GOING ON • Discrepancy between what retailers think their most valuable digital features are (key-word search) and what their customers really want (inventory status)
• The biggest impact is on the supply chain: independent workers app-enabled to help them schedule jobs, receive tasks, and map where they’re going
• The on-demand via mobile model spins off into other industries, hence startups like Square Order, Spoonrocket, Wun Wun and others that deliver everything from food to manservants
• But to satisfy users, companies need to be faster than instant: they need to be predictive • Amazon explores this with “anticipatory shipping”
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09 THE SIXTH SENSE
LOOKING FORWARD • Users are looking for certainty in the interface, and delivery • Uber uses data to simulate cities to predict demand • Amazon Echo harnesses voice to live within your home and learn from you
• With ubiquitous data expect entirely transparent and automatic service with a very high degree of personalization • Dispatch, a software startup offers developers tools to add real-time scheduling and arrival tracking to their own sites/apps • When local wisdom is combined with new data tools, local businesses can build crucial trust 48
09 THE SIXTH SENSE
FJORD SUGGESTS • Businesses that want to be more predictive need a data strategy that adapts to the emergent patterns they observe
• These could include Role Play or Journey Mapping in a workshop
• This must also define ethical conduct
• Savvy retailers must use their physical locations in high-density areas and their close proximity to the customer as an advantage
• Use tools that drive out radical ideas in order to move towards on-demand delivery (and its lovechild, predictive)
• Designers need to embrace expertise in data 49
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REFERENCES OMNI-COLLEAGUES Steve Dent, What you need to know about Uber, Lyft and other app-based car services, Engadget (June 27, 2014), http://www.engadget.com/2014/06/27/uber-lyft-explainer/ Leon Spencer, Telstra takes major step on Digital First path, ZDNet (September 12, 2014), http://www.zdnet.com/article/telstra-takes-major-step-on-digital-first-path/ Max Chafkin, Warby Parker Goes Country, Opens Second Corporate Office—in Nashville, Fast Company (Sept 3, 1014), http://www.fastcompany.com/3035163/most-innovative-companies/warby-parker-goes-country-opens-second-corporate-office-in-nashvil
MIND THE GAP Patrick Allan, The Best Spotify Tips and Tricks You’re Probably Not Using, Lifehacker (June 23, 2014), http://lifehacker.com/the-best-spotify-tips-and-tricks-you-re-probably-not-us-1594729019 Sarah Butler, Click and collect takes off as retailers ready for Christmas battle, The Guardian (August 5, 2014), http://www.theguardian.com/business/2014/aug/05/click-and-collect-takes-off-christmas-shopping
AGGREGATION MOVES TO SERVICES Av Simon Matthis, SNCF extends its door-to-door service, Railway Bulletin (September 16, 2013), http://www.railwaybulletin.com/2013/09/sncf-extends-its-door-to-door-service Brian Solomon, Tesla Goes Open Source: Elon Musk Releases Patents To ‘Good Faith’ Use, Forbes (June 12, 2014), http://www.forbes.com/sites/briansolomon/2014/06/12/tesla-goes-open-source-elon-musk-releases-patents-to-good-faith-use/
DIGITAL DIETING Jason Gilbert, Smartphone Addiction: Staggering Percentage Of Humans Couldn’t Go One Day Without Their Phone, Huffington Post (August 16, 2012), http://www.huffingtonpost.com/2012/08/16/smartphone-addiction-time-survey_n_1791790.html Daniel Bean, New Study Says We Pick Up Our Smartphones 1,500 Times a Week, Stare at Them 3 Hours a Day, Yahoo (October 7, 2014), https://www.yahoo.com/tech/new-study-says-we-pick-up-our-smartphones-1-500-times-a-99412542979.html Erin Anderssen, Digital Overload: How we are seduced by distraction, The Globe And Mail (March 29, 2014), http://www.theglobeandmail.com/life/relationships/digital-overload-how-we-are-seduced-by-distraction/article17725778/?page=all
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REFERENCES Erin Anderssen, Digital Overload: How we are seduced by distraction, The Globe And Mail (March 29, 2014), http://www.theglobeandmail.com/life/relationships/digital-overload-how-we-are-seduced-by-distraction/article17725778/?page=all Ellen Huet, Camp Grounded: Where People Pay $570 To Have Their Smartphones Taken Away From Them, Forbes (June 20, 1014), http://www.forbes.com/sites/ellenhuet/2014/06/20/camp-grounded-digital-detox Andrew Griffin, App that keeps people from ‘phone snubbing’ by holding apple trees to ransom wins thousands of dollars for students, The Independent (November 19, 2014), http://www.independent.co.uk/life-style/gadgets-and-tech/news/app-thatkeeps-people-from-phone-snubbing-by-holding-apple-trees-to-ransom-wins-thousands-of-dollars-for-students-9869770.html Philip Oltermann, Germany ‘may revert to typewriters’ to counter hi-tech espionage, The Guardian (July 15, 2014), http://www.theguardian.com/world/2014/jul/15/germany-typewriters-espionage-nsa-spying-surveillance Harish Jonnalagadda, Samsung Considers Going Offline in India to Boost Margins, VR World (SEPTEMBER 30, 2014), http://www.vrworld.com/2014/09/30/samsung-considers-going-offline-india-boost-margins/ How texting puts 60lbs of pressure on your spine, MSN (November 19, 2014), http://www.msn.com/en-gb/health/mindandbody/how-texting-puts-60lbs-of-pressure-on-your-spine/ar-BBey2y6 Olof Schybergson, The Generation Raised on Touchscreens Will Forever Alter Tech Design, Wired Magazine (June 25, 2014), http://www.wired.com/2014/06/generation-moth/
DIGITAL DISRUPTION GOES PHYSICAL Kara Swisher, Man and Uber Man, Vanity Fair (Dec 1 2014), http://www.vanityfair.com/business/2014/12/uber-travis-kalanick-controversy David Weir, Evernote Aims to Build the “Global Platform for Memory,” 7x7.com (February 7, 2012), http://www.7x7.com/tech-gadgets/evernote-aims-build-global-platform-memory Tesla Motors, http://www.teslamotors.com/models Alex Brisbourne, Tesla’s Over-the-Air Fix: Best Example Yet of the Internet of Things?, Wired Magazine (February 5, 2014) John Paul Titlow, Uber Can Now Predict Where You’re Going Before You Get In The Car, Fast Company Labs (September 8, 2014), http://www.fastcolabs.com/3035350/elasticity/uber-can-now-predict-where-youre-going-before-you-get-in-the-car Ben Popken, Uber Tests On-Demand Flu Shots in 3 Major Cities, NBC News (October 23, 2014), http://www.nbcnews.com/business/consumer/uber-tests-demand-flu-shots-3-major-cities-n232251 Heather Clancy, How GE Generates $1 Billion from Data, Fortune (October 10, 2014), http://fortune.com/2014/10/10/ge-data-robotics-sensors Sudarshan Krishnamurthi, 4 Reasons Why the Internet of Things Will Require a New Breed of IT Pros, Nextgov (July 25, 2014) http://www.nextgov.com/emerging-tech/2014/07/how-internet-everything-will-require-new-breed-it-pros/89684/
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REFERENCES Google, https://www.google.com/get/cardboard Zirx, http://zirx.com Shyp, http://www.shyp.com
MONEY TALKS Read what happens when a bunch of over-30s find out how Millennials handle their money, Quartz (October 8, 2014), http://qz.com/277509/read-what-happens-when-a-bunch-of-over-30s-find-out-how-millennials-handle-their-money Felix Gillette, Cash Is For Losers! Business Week (November 20, 2014), http://www.businessweek.com/articles/2014-11-20/mobile-payment-startup-venmo-is-killing-cash Snapchat Blog (November 17, 2014), http://blog.snapchat.com/post/102895720555/introducing-snapcash Lily Kuo, WeChat is nothing like WhatsApp—and that makes it even more valuable, Quartz (February 20, 2014), http://qz.com/179007/wechat-is-nothing-like-whatsapp-and-that-makes-it-even-more-valuable/ Fjord: iGaranti, http://www.fjordnet.com/workdetail/igaranti/ Lily Kuo, A rising class of Instagram entrepreneurs in Kuwait is selling comics, makeup and sheep, Quarz (July 16, 2013), http://qz.com/104499/a-rising-class-of-instagram-entrepreneurs-in-kuwait-is-selling-comics-make-up-and-sheep/ Lauren Hockenson, Why WhatsApp is Facebook’s Key mobile first merging markets, Gigaom (Feb 20, 2014), https://gigaom.com/2014/02/20/why-whatsapp-is-facebooks-key-to-mobile-first-emerging-markets/ BE EFFORTLESS Nancy Trejos, Smartphones replace room keys at select Starwood Hotels, USA Today (Jan 29, 2014), http://www.usatoday.com/story/travel/hotels/2014/01/29/starwood-mobile-check-in-virtual-key/5017959/ C.C. Weiss, Volvo brings integrated connectivity and infotainment to its entire lineup, Gizmag, (Aug 25, 2014), http://www.gizmag.com/volvo-connectivity-infotainment/33480/ Aaron Tilley, Apple HomeKit-Enabled Chips Have Started Shipping To Smart Home Device Makers, Forbes (Nov 3, 2014) http://www.forbes.com/sites/aarontilley/2014/11/03/apple-homekit-enabled-chips-are-already-shipping-to-smart-home-device-makers/ More Than 30 Billion Devices Will Wirelessly Connect to the Internet of Everything in 2020, ABI Research (May 9 2013) https://www.abiresearch.com/press/more-than-30-billion-devices-will-wirelessly-conne
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REFERENCES THE SIXTH SENSE Praveen Kopalle, Why Amazon’s Anticiapotry Shipping is Pure Genius, Forbes (January 28, 2014) http://www.forbes.com/sites/onmarketing/2014/01/28/why-amazons-anticipatory-shipping-is-pure-genius/ Alexandre Douzet, How the Sharing Economy and Instant Gratification Will Shape Your Career, Mashable (Sept 7 2014), http://mashable.com/2014/09/07/sharing-economy-job-search/ Liz Gannes, Helping Local Services Adapt to the Instant Gratification Economy, Re/Code (November 18, 2014), http://recode.net/2014/11/18/helping-local-services-adapt-to-the-instant-gratification-economy/
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ABOUT FJORD Fjord is a design and innovation consultancy, acquired by Accenture Interactive in 2013. We create useful, effective, and desirable digital services that people love. We help the world’s leading businesses make complex systems simple and elegant with the power of design. Founded in 2001, Fjord employs a diverse group of over 400 design experts in fifteen global creative hubs including Atlanta, Berlin, Chicago, Helsinki, Istanbul, London, Los Angeles, Madrid, Milan, New York, Paris, San Francisco, São Paulo, Stockholm, and Sydney. For more information visit www.fjordnet.com. Copyright © 2014 Accenture
ABOUT ACCENTURE Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become highperformance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.
All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative. This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks.
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