Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Experience the Future

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Nature of Change

Current Trends

Customer Experience

TOPICS

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

The Nature of Change

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

1.5 mill yrs lever, wedge

500,000 yrs control of fire

50,000 yrs bow & arrow

5,000 years wheel and axle; sail

500 years Printing press with movable type; rifle

100 years Automobiles

50 years Satellites / Air Travel

25 years Home computers

15 years WWW and Cell phones7 years ago Ipod

4 years ago Ubiquitous Wireless

2 years ago Iphone

< 2 years SMS, Twitter, Facebook, RSS

Exponential Pace of Change

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

ANNA

Esther “The first 16 years of Anna’s life were virtually indistinguishable from Esther’s life. They both lived in makeshift house, with a dirt floor and no plumbing.

Esther’s life was the same as her mother’s and her mother’s mother’s, going back 400 years…”

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Israel(my grandad)

Anna

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Pace of Change

D  2000 2009

Use Internet (adult) 46% 75%

Broadband at home 5% 57%

Own a cell phone 50% 82%

Wireless Internet 0% 62%Stats from Pew Internet & American Life Project

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

The Future is Now

“Is the speed of light not fast enough for you”-Louis CK

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Unfreeze | Refreeze

www.flickr.com/photos/circulating/3251962169

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Permanent Whitewater

http://www.flickr.com/photos/nukeit1/244167779/

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Nicole Engard’s Tweet, Used with permission

Permanent Whitewater

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Permanent BETA

http://www.flickr.com/photos/kl/3238847578/

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Permanent BETA

www.flickr.com/photos/kenstein/2948639488

REQUIRES

PlayAdaptabilityTrend WatchingContinual Learning

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TRENDS What (else) is

going on out there?

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsTechnology

• Faster Processing• Faster Web• Mobile• SMS/Text• Convergence of TV, Radio,

Web

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.http://springwise.com/

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Clicker beta screenshot

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Roku screenshot

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsPeople and Information

• Digital/Portable (content not containers)

• Shared/Social• Collaborative• Remixed

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

In October, 2009 one out of every five new apps launching in the iPhone

was a book.

Trend: Digital/Portable

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Trend: Digital/Portable

Photo by Peter Bromberg

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsPeople and Information

• Pushing • Aggregating• Customizing• Filtering• Communatizing

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

http://vark.com/

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsPeople and Service

• Convenience• Speed• Choices• Multiple Channels• Hospitality• Power of Place

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsConnecting People w People

• Less need for f2f • Anonymity/Privacy• Anywhere/Anytime• Social Networks

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

“I buy things from people on eBay, I don’t actually want to visit their home, meet their children or have coffee with them…

And the web enables us to actually engage with other people at a level of closeness or distance of our own choosing.

That, in itself, is hugely significant.- Rory Sutherland

(blog.ted.com/2009/10/qa_with_rory_su.php)

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

TrendsConnecting People w People

• Less need for f2f • Anonymity/Privacy• Anywhere/Anytime• Social Networks

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

Over 300 million active users

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

50% of active users log on to Facebook

every day

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

Ages 35-54 is fastest growing demographic

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

65 million users access FB through their mobile device

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

Mobile users are 50% more active than non-mobile users

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

<FACEBOOK>

300% growth (40120 million)

in unique visitors (8/08 – 8/09)

</FACEBOOK>

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Customer Experience

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

VALUE

• Useful

• Desirable

• Accessible

• Credible

• Findable• Usable

User Experience Honeycomb

By Peter Morville, Semantic Studios http://semanticstudios.com/publications/semantics/000029.php

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

User Experience: EngagementFrom. Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223

Perception (senses)

Action (body)

Cognition (mind)

Emotion (heart)

External

External

Internal

Internal

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

User Experience: Engagement

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

User Experience: Engagement Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223

Customers’ Capabilities/Constraints of:

• Perception

• Action

• Cognitive

• Emotion

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Henry Ford said that if he had asked people how they wanted to improve their transportation they would have said faster horses. http://www.flickr.com/photos/danshouse/163331027/

Ask customers what they want(but don’t stop there)

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

discussion

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

thank you!

Keynote by Peter Bromberg at Mount Laurel Library/Willingboro Library Joint Staff Day, Nov 11, 2009.

Creative CommonsImage credits

Images not credited on individual slides are credited below

•Little Girl: http://www.flickr.com/photos/zaqography/3790868181/in/set-72157620806096212

Hand Smile: http://www.flickr.com/photos/dotbenjamin/2765083201

Blind Woman: http://www.flickr.com/photos/yourdon/3550784323/

Thinker: http://www.flickr.com/photos/seatbelt67/502255276/sizes/s

Wheelchair: http://www.flickr.com/photos/euthman/357322273/

Mouse Click: http://www.flickr.com/photos/davichi/2927561056/

Eye: http://www.flickr.com/photos/weirdcolor/2966114569/