RFID can solve problems and create unique user experiences, but a strong understanding of the user and their needs is important to assure the application brings value. The solution w.illi.am/ developed for the Infopresse OFF2013 conference was an ecosystem consisting of NFC bracelets, NFC enabled kiosks, a responsive web application and social media integration. This presentation describes how a user-centered design process can be applied to designing online/offline experiences, how our solution solved real problems for conference attendees and the learnings that the w.illi.am/ team took away from this successful project.

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CHARLES COLBY
User Experience Designer & Researcher, w.illi.am/

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APPLYING USER
CENTERED DESIGN TO
NFC EXPERIENCES
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WHAT IS USER
EXPERIENCE DESIGN?

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DON
NORMAN

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“I invented the term because I
thought human interface and
usability were too narrow…

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…I wanted to cover all
aspects of the person’s
experience with the system
including industrial design,
graphics, the interface, the
physical interaction, and
the manual.”
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WHAT IS USER
EXPERIENCE
RESEARCH?

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Research Define the
Problem
Brainstorm,
prototype,
test, iterate.
Develop Launch

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FRAMING PROJECTS AS
DESIGNING A USER
EXPERIENCE IS MORE
IMPORTANT THAN EVER.

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Solutions are
increasingly
systemic.

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Interactions are
Diversifying.

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Expectations
are higher than
ever.

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TWO FRAMEWORKS
FOR DESIGNING
EXPERIENCES

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6 DIMENSIONS OF AN EXPERIENCE
Time
When will this experience take
place, what happens before
and after the experience?
Interactions
How will users interact with
this experience?
Context
In what environment will this
experience take place?
Platforms
What are the products,
services and touchpoints that
will drive this experience?
Significance
How will this experience create
meaning and incite emotions?
Triggers
How might sight, sound, smell,
taste and touch be triggered
during this experience?

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EXPERIENCES SHOULD EITHER BE
USEFUL OR ENTERTAINING OR BOTH.
Useful
Entertaining

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OFF 2013
Creativity + Innovation
In business

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MANDATE
Use digital to create a compelling brand
experience at the OFF 2013 conference...

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MANDATE
Use digital to create a compelling brand
experience at the OFF 2013 conference...
…IN 6 WEEKS!

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Interviewed previous attendees.
Interviewed event planners.
Interviewed colleagues attending many conferences.
Shared our own experiences.
RESEARCH
PHASE

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DEFINE THE PROBLEM
Check-in – Registration
Conference Schedule
Networking
Note Taking
Social Media
Conference Space

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BRAINSTORM
We brainstormed thinking of
6 Problems X 6 Dimensions.

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PROTOTYPING AND TESTING
We sketched and wireframed different
solutions for an application and related
technolgies.

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DEVELOPMENT
We developed different technologies that
worked together, and user tested even in the
development stage.

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OFF 2013
USER EXPERIENCE

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THE THREE PILLARS
OF OUR SOLUTION
NFC Bracelet with
Unique Identifier
NFC Enabled
Kiosk
Responsive Web
Application

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THREE CORNERSTONES TO
OUR NFC ENABLED SOLUTIONT-14
A
kit
was
sent
to
the
par9cipants
with
an
NFC
bracelet
and
print
materials.
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T-14
A
website
was
setup
for
pre-­‐
registra9on
of
the
bracelet
received
in
the
mail.

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T-14
Par9cipants
were
encouraged
to
connect
their
social
accounts
to
gain
access
to
certain
features
at
the
conference.

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T-14
A
teaser
video
was
sent
out
to
build
interest
in
the
upcoming
conference.

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Check-inCheck-In
NFC
kiosks
were
used
to
automa9cally
check-­‐in
aJendees.
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Check-inCheck-In
NFC
kiosks
were
used
to
automa9cally
check-­‐in
aJendees.

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Check-inCheck-In
When
aJendees
checked
in,
their
personal
informa9on
entered
a
live
feed
in
the
web
app.
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Check-inCheck-In
Support
was
available
for
unregistered
aJendees.

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THE LOUNGE
We
integrated
numerous
interac9ons
in
the
lounge
as
well.

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NFC KIOSKS
The
NFC
Kiosks
allowed
aJendees
to
check-­‐in
and
share
photos
to
social
media.

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WEB APP
The
Web
app
had
mul9ple
features
enabled
by
the
NFC
bracelet.

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WEB APP
The
OFFLIVE
stream
See
details
of
the
current
presenter.
Tweet
and
view
TwiJer
stream.
See
photos
and
interac9ons
from
the
interac9ve
kiosks.

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WEB APP
Networking
Tool
See
who
has
checked-­‐in.
Connect
through
Facebook,
TwiJer
or
LinkedIn.

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Program
For
fast
access
to
informa9on
about
the
day:
agenda,
bios
and
other
references.
WEB APP

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OFF 2013
THE FINAL RESULT

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It is easy to underestimate how much you
need to hold people’s hand.
Anything that didn’t work perfectly could
have been improved if we had tested it.
We could have better managed the afterlife
of the bracelets.
OUR KEY LEARNINGS

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Think of the experience first, not technology first.
Map your experience. Think of ways to benefit the business and
user at the same time. Think Win-Win.
Think of an MVP.
Test as much as possible on everything.
MOVING FORWARD

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CURRENT PROJECTS

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www.projetbu.com

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Digital intelligence will eventually be embedded
in every aspect of our built environment.
It is our responsibility to design this shift in a way
that truly improves the human experience.
A FINAL THOUGHT

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