Digital Self Service by Aaron Ward

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Digital Self Service

Published on Nov 19, 2015

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PRESENTATION OUTLINE

DIGITAL SELF SERVICE 2013

DESIGNING SERVICE INTO THE PRODUCT

Photo by phoenixlily

AARON

I TRY TO MAKE NICE DIGITAL PRODUCTS

Photo by urbanartcore.eu

RELAX

THERE WILL BE NO LECTURE HERE TODAY

AUDIENCE CHECK

Photo by Marco Gomes

OBJECTIVES

DIGITAL SELF SERVICE

INCREASE ADVOCACY & ENGAGEMENT

OBJECTIVE #1 - EXPERIENCE

REDUCE COST TO SERVE

OBJECTIVE #2 - EFFICIENCY

Photo by State Farm

LESS SERVICE & MAKE THEM LOVE US MORE??!

UMMM... SAY AGAIN??

Photo by bark

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EXPERIENCES THAT MAKE CUSTOMERS TALK ABOUT US

WITHOUT HAVING TO TALK TO US

Photo by Visions By Vicky

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Photo by mag3737

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SERVICE EXAMPLES I LOVE

Zero touch experience
Designed into the product
Dopamine hit
High talkability
Clever promotion

Photo by mag3737

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SUCCESS LOOKS LIKE THIS

Photo by phoenixlily

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Photo by Big Ben in Japan

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ZERO TOUCH SERVICE

Zero service
Zero retail space
Zero distribution costs
Low staff costs
High engagement

Photo by Big Ben in Japan

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I LEARNED 8 LESSONS

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#1

CREATE A NEW VALUE PROPOSITION

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INNOVATION IN GROCERY

Photo by cary b

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NOT THIS!

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Less queuing
Slower
DIY packing
Prone to error
Same price

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AMAZON SUBSCRIBE AND SAVE

FREE AUTOMATIC DELIVERY AND 15% OFF

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AMAZON SUBSCRIBE AND SAVE

No travel or parking
No shopping or checkout
Auto order, pay and deliver
Free delivery
Discounted pricing

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UBER

ZERO TOUCH PREMIUM TAXI SERVICE

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#2

RETAIL NEEDS THEATRE, SHOW DON'T TELL

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#3

DESIGN SERVICE INTO THE PRODUCT

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AMAZON KINDLE HDX "MAYDAY" BUTTON

LIVE 24/7 ON DEMAND VIDEO SUPPORT

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APPLE IOS7 35% PENETRATION AFTER 24 HOURS

ANDROID JELLY BEAN 54% AFTER 450 DAYS

Photo by Malabooboo

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#4

THE BEST SERVICE CAN BE NO SERVICE

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BUDGIE POWER OFFERS LESS FOR LESS

SHARP PRICING IN RETURN FOR ZERO TOUCH SERVICE

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GULL TAUPO

ZERO STAFF PETROL STATION

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#5

NUDGE TOWARDS CHEAPER SERVICE

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KOGAN.COM.AU BROWSER TAX

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#6

ACKNOWLEDGE GOOD BEHAVIOUR

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ENCOURAGING USERS TO UPDATE THEIR PROFLE

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#7

IF THEY CALL, MAKE IT GREAT

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#8

CREATE PR TO PROJECT YOUR BRAND

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8 LESSONS LEARNED

Create a new value proposition
Retail needs theatre, show don't tell
Design service into the product
The best service can be no service

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8 LESSONS LEARNED

Nudge towards cheaper service
Acknowledge good behaviour
If they call, make it great
Create PR to project your brand

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THANKS FOR LISTENING

@BETTERPIG | WWW.LEAPTHOUGHT.CO.NZ | AARON@LEAPTHOUGHT.CO.NZ

Photo by bolinhanyc

Slide Notes