Designing Digital Experiences for the Internet of Everything Age by Clive Grinyer - Cisco Consultancy Services Clive Grinyer is Director of Design and Customer Experience for Cisco Consultancy Services team, designing innovative new digital solutions for Cisco’s clients. Clive designs digital customer experiences for retail, financial services and public sector projects. His recent projects include digital installations for the cities of Barcelona and Amsterdam, UK retailers Marks and Spencer, Tesco and John Lewis, the Dialogue Café public video installation in cities around the world and work in the Netherlands and Wales on digital services for an ageing population.

2. • Clive Grinyer
• unemployed
• SDNC Cardiff
•
19 November 2013

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23. Apple Mac user Conflict
Resolution Welsh
Speaker Youth Rugby
Coach motor bike
Pontypool Volunteer
Fireman

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25. Choosing
Joining
Research, trial,
compare and
decide
Purchase or
subscribe to
products and
services
•
•
•
•
•
• Point-ofpurchase
• Web Store
• Delivery
• Install
Brand
Advertising
Feature/Price
Friends
Availability
Source: Cisco IBSG, 2009
Using
Growing
Staying
Set up, Speed of
Adoption, Use
Increase use, upsell, tell friends
Customer
retention,
repeat business
•
•
•
•
•
•
•
•
•

Design
Packaging
Out of Box
User manual
Help Desk
Billing
Service
Upgrade
Web/ Mobile



Loyalty
Programs
Personalize
Web/Mobile
CSR

27. home
store
self serve

28. 1. Choosing
Key “use cases”/
client
needs/triggers
2. Joining
3. Using
4. Growing
5. Staying
Proposition, user experience, service and loyalty
Multichannel
Disconnected experience with disparate approaches
from many channels
Omnichannel
Seamless connected experience adapting to external
circumstances
Contextual
Proactive, anticipates changes to circumstance, learns
from my behaviour, opt in/out flexibility

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38. Lighting and connectivity as a service
Energy monitoring and cost savings
Business promotion platform
Analytics of people and actions
Location based services
Urban regeneration
Personalisation
Community tools
Street performance
Traffic management
Data hotspots
Navigation and Wayfinding
Window to the World

42. service design is
growing up

43. the new frontier of
design

44. bigger than design

45. alchemy

46. open

47. words

48. exposing
ridiculousness

49. being deliberate

50. mash up versus process
(just do it)

51. improves services,
insurance, hospitals..

52. manages customer
emotions

53. measureable!

54. imitators

55. disruptive business models

56. consultants and in house

57. servicise

58. painful and fulfilling

59. not just innovation

60. vertical

61. put on your suit…and tie

62. dissolving design disciplines

63. design entrepreneurs

64. new customers

65. new touchpoints

66. new technology

67. future is dangerous

68. future to be designed

69. Service design is here to stay, it’s
not just a new(ish) discipline or a fad

73. 73

75. 75

81. Transport
Education
Energy
Business
Home
Earth

83. www.twitter.com/clivegrinyer
clive@clivegrinyer.com
www.clivegrinyer.com