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Design for a Quantum Leap

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Technology is forcing companies to make their service model jump to a next and further level. Trends and future scenarios in the speech that Luca Mascaro gave at the World Usability Day 2017 in Milano

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Design for a Quantum Leap

  1. 1. Design for a Quantum Leap
  2. 2. ARE YOU Ready?
  3. 3. The next wave Human expectations Technological opportunities Corporate transformation Past Now Soon Tomorrow Future ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS
  4. 4. The next wave Human expectations Technological opportunities Corporate transformation Opportunity space ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS
  5. 5. CHANGE AS CUSTOMERS EXPERIENCE Servification
  6. 6. CHANGE AS WORKER EXPERIENCE Flexapreneurship
  7. 7. CHANGE AS HUMAN EXPERIENCE IA
 collaboration
  8. 8. The risk area Human expectations Technological opportunities Opportunity space ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS Risk area
  9. 9. CHANGE AS SPECIES Artificial intelligence will pass a Turing Test in 2029
RAY KURZWEIL, Google’s famed Director of Engineering
  10. 10. SIR KEN ROBINSON Life is not linear, it's organic
  11. 11. J.WILLIAM SCHOPF Even evolution evolves
  12. 12. THOMAS KUHN “Scientific revolutions are inaugurated by a growing sense that an existing paradigm has ceased to function adequately”

  13. 13. THOMAS KUHN Normal or Crisis. Where is our organisation?
  14. 14. Facing this new scenario needs a quantum leap
  15. 15. Companies should make their service model jump to a next and further level.
  16. 16. 1. offer the same services, delivered in real time 2. use the same touchpoints, transfigured by the latest technologies 3. involve the 100% of the customer base, not only the early adopters
  17. 17. UX LEAP Inclusive service models
  18. 18. UX LEAP Human as machine interfaces
  19. 19. Agents Clients Devices and channels Processi di supporto New smart services for the customer Agent empowering Robot process automation Line of interaction Line of visibility Backoffice TRASFORMING the service delivery model
  20. 20. RPA Adapting services (smart) Machine learning systems human robot interaction IA
  21. 21. Push “take a look” Pull “can you” information discovery through agent in corporates
  22. 22. Advanced technologies Design Data sciences
  23. 23. Thank you @lucamascaro www.sketchin.ch

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