The Ecosystem is

24.09.2016

than you

bigger !

“Mobile is eating the world”

BENEDICT EVANS

2

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24.09.2016

6.4BN connected devices in 2016, up 30% YOY

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3

GARTNER

24.09.2016

By 2018 Connected Devices & IoT will out number Mobile

24.09.2016

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4

ERICSSON MOBILE

By 2025 Connected Devices and IoT’s total economic impact will be

$11 Trillion

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5

MCKINSEY

24.09.2016

3.4Average number of devices

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624.09.2016

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Product Service

724.09.2016

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Product Service

TOUCH POINT

824.09.2016

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Product Service

TOUCH POINT

Experience

924.09.2016

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Product Service

TOUCH POINT

Experience

Brand

1024.09.2016

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Product Service

TOUCH POINT

Experience

Brand

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Product Service

TOUCH POINT

Experience

Brand

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1624.09.2016

COMPLEXITY

24.09.2016

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OPPORTUNITY

17

COMPLEXITY

24.09.2016

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OPPORTUNITY

18

24.09.2016

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GRAPHIC USER INTERFACECOMMAND

LINE

NATURAL

TOUCH

BLENDED / IMMERSIVE

UBIQUITOUS / ZERO UI

EASE OF USE & ACCESS

TIME & INTELLIGENCE

19

What is IA in the connected world?

24.09.2016

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1THE CHALLENGES

20

How do we detail out an experience?

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2THE CHALLENGES

2124.09.2016

How do we ensure success?

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3THE CHALLENGES

2224.09.2016

We don’t have all the answers

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2424.09.2016

§

Help us secure a $1bn loan

2524.09.2016

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2624.09.2016

Customer

Business

Tech

Experience Map

Decision Framework

Roadmap

Concepts / Prototypes Briefs

I N F O R M T E C H N I C A L C O N S I D E R A T I O N S O F M I N I - B R I E F S

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I N S I G H T S , C H A L L E N G E S & O P P O R T U N I T I E S F R O M

R E S E A R C H

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A M E R I C A N D R E A M F U T U R E S TAT E E C O S Y S T E M

2824.09.2016

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29

SCORECARDXMO BRIEFS

24.09.2016

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OSY

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UR

OIA

201

6 TH

E E

CO

SYST

EM

IS B

IGG

ER

TH

AN

YO

U

XMOEXPERIENCE MANAGEMENT OFFICE

OUR ROLE

3024.09.2016

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GE

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3124.09.2016

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OSY

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3224.09.2016

Your name: Date:

Wifi

• Do they have wifi?

• Is it free?

• How is it messaged?

Mobile website

• Do they have a mobile site?

• How is the mobile site messaged?

• Does it know I am in the mall?

• Does it know my exact location in the mall?

• Able to sync from web to mobile?

• Is the website multilingual?

App

• How is the app messaged?

• Does it know I am in the mall?

• Does it know my exact location in the mall?

• What features did you use during your visit?

Beacons

• Do they have beacons?

• Where are they located?

• Describe any Bluetooth/Wifi enabled messaging (non-app)?

NFC

• Any capabilities using NFC?

Wayfinding

• How intuitive is it?

• Do they have digital signage?

• Any connection to app or mobile web?

Ticketing

• Is there one connected system for ticketing or is every

venue ticketed separately?

Loyalty program

• Do they have a loyalty program?

Social integration

• Is social integrated into communications?

Personalization

• Any personalization features?

Location:

PRE!VISIT

SERVICE AUDIT ! TEAM 1! MOBILE EXPERIENCE FOCUSED

VISIT

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Website

• Can you pre-plan on the site?

• Are there Concierge services to plan ?

• Concierge services listed:

App

• Is there an app?

• Can you pre-plan on the app?

Services

• Did you sign up for any services?

Notes:

Yes No

Yes No

Yes No

Yes No

EU

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OSY

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3324.09.2016

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EC

OSY

STE

M IS

BIG

GE

R T

HA

N Y

OU

E

UR

OIA

201

6 TH

E E

CO

SYST

EM

IS B

IGG

ER

TH

AN

YO

U

Responsible for defining the customer experience, identifying propositions & developing a future-

proof experience and technology roadmap

Acting as leaders & custodians; preserving the overall vision, delivering projects and selecting expert 3rd party product & service specialists.

“34

24.09.2016

GET ME THERE BUSINESS INSIGHT SHOP AROUND SERVE ME RIGHT BUY IT. SHIP IT LIVE SHOW

FOR THE 1% REALTIME JUST FOR ME FEED THE FAMILY REMIND RELIVE VIP ME

+3035

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OSY

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CONNECT MY FRIENDS GET ME THERE FIND ANYTHING BUY ANYWHERE HELP ME NOW PRE-PLANNING

INSPIRE INSPIRE ANYTHING BUY ANYWAY SAVE ME NOW MANAGE MY DAY PERSONALIZED DAY

35

EU

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IA 2

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OSY

STE

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BIG

GE

R T

HA

N Y

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SEARCH FIND BUY

Get Me There

Find Anything

Buy Anywhere

Help Me Now

THE MOST SEARCHABLE

PROPERTY

YEAR 1

CONNECT & INSPIRE

Pre-planning

Inspire Anything

Buy Anyway

Help Me Now

THE MOST INSPIRATIONAL

PROPERTY

YEAR 2

JUST FOR ME

Manage My Day

Personal Touch

Recommend Now

Special Moments

THE MOST PERSONAL

PROPERTY

YEAR 3

CUSTOMER PROPOSITION

ECOSYSTEM FOCUS

DATA INTELLIGENCE INSTRUMENT > LEARN > ADAPT

3624.09.2016

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PROPOSITION NAME - Customer benefit - Insight

KEY TOUCHPOINTS

BUSINESS SUMMARY & KEY CAPABILITIES

3724.09.2016

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OSY

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HERO VISUAL

BENEFIT LED SCENARIO

3824.09.2016

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OSY

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KEY FEATURES

ECOSYSTEM TOUCHPOINTS INVOLVED

ENABLING PLATFORMS

3924.09.2016

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Partners must not limit our ability to deliver the best

customer experience across all of the ecosystem

OUR GUIDING PRINCIPLE

4024.09.2016

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OUR APPROACH

DEFINE THE

SEARCHARTICULATE THE

PROBLEMSET THE

GOALSCREATE THE

VALUERESEARCH THE

CANDIDATE

4124.09.2016

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OSY

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1TOUCH POINTS

2APPLICATIONS

3PLATFORMS

4224.09.2016

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What makes a good application partner? touch point

platform

4324.09.2016

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THE

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OSY

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GE

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ESTABLISHED COMPANY

LOCAL PRESENCE

FULL SERVICE CAPABILITY

COMPREHENSIVE SUPPORT CONTRACT

LOW PROFILE BRANDING

SHAREABLE ROADMAP

applicationtouch point

4424.09.2016

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THE

EC

OSY

STE

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BIG

GE

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ONE SIZE DOES NOT FIT ALL

OPEN IS GOOD

EQUAL COVERAGE ACROSS PLATFORMS

DEMONSTRATED EXPERTISE IN INTEGRATION

RECOGNISED THOUGHT LEADER

YOU OWN THE APPLICATION CODE

applicationtouch point platform

4524.09.2016

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OSY

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GE

R T

HA

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CURRENT RELEASE IS NOT 1.0

COMPREHENSIVE DOCUMENTATION

COMPREHENSIVE API

SDKS (SOFTWARE DEVELOPMENT KIT)

PROFESSIONAL SERVICES TEAM

YOU OWN YOUR OWN DATA

applicationtouch point platform

4624.09.2016

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CRITERIA WEIGHT FAILS MEETS EXCEEDS LEADS TOTAL

ESTABLISHED 10% 0 50 75 100 10

LOCAL PRESENCE 20% 0 50 75 100 0

FULL SERVICE CAPABILITY 25% 0 50 75 100 12.5

COMPREHENSIVE SUPPORT CONTRACT 20% 0 50 75 100 15

LOW PROFILE BRANDING 15% 0 50 75 100 11.25

SHAREABLE ROADMAP 10% 0 50 75 100 0

TOTAL PARTNER SCORE 52.5

4724.09.2016

CLOSING THOUGHTS

EU

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OSY

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GE

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348

24.09.2016

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OSY

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GE

R T

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Partner with

Experts

4924.09.2016

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N Y

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Expand yourHorizons

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You still

Got It!51

24.09.2016

Kieron Leppard Creative Director

kleppard@sapient.com twitter @kieronleppard

Daniel Braithwaite Experience Design Manager

dbraithwaite2@sapient.com twitter @danbraithwaite

Thank you

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