Connected experiences

Deliver a truly connected brand experience

Over the years, the way we’ve categorized our experience with consumer electronics, retail, travel, and home appliances has evolved. We have depth and breadth in each of these industry categories, but as connectivity became more prioritized, the industry lines are blurring. We get it, and we know how to research and design the resulting experiences.

Retail & travel

Retail and travel are at an inflection point where companies are embracing the combination of digital and physical to design a more humanized experience—one that recognizes humility because the future will depend on collaboration across the ecosystem. This is where disruption will occur.

We love testing retail and travel because it allows us to flex our creative muscles!

Capturing data ‘in the field’ is where we shine. We’ve set up mobile labs in restaurants, grocery stores, and airports, to name a few.

We also love designing simulated labs. How do you measure a new pay at the pump system before it’s released? We’ve done it. We’ve also set up simulated restaurants for kiosk ordering and an in-flight entertainment lab.

Our retail and travel experience includes:

In-store/dining experience

Kiosks

Mobile pay

Pay-at-the-pump systems

In-vehicle payment systems

Mobile apps

Restaurant gaming

Back-end order systems

POS systems

Travel booking

Airport kiosk

Resort experience

In-flight experience

In-flight entertainment system

Eye tracking food labels and advertisements

Consumer electronics, home appliances, and the ecosystem

There are huge benefits to having an ecosystem of devices and services. The consumer ideally has a seamless experience of device and service integration, working from a similar interface or set of commands used across multiple devices. For the manufacturer, the benefits of having its ecosystem in a home means more loyal customers since, for the consumer, it can be difficult or impractical to try new devices when the home is entrenched in one ecosystem.

Many connected device manufacturers have created a great set-up-and-use experience with plug and play devices and simple mobile apps. But thinking beyond the experience of a single user, how does a family set up, purchase, use, and add to their ecosystem? Considerations like couples who come with individual personal accounts, or creating a family account, or early adopters who have tied accounts to early versions of the system – ensure there is support to improve their experience as devices or new features are added.

Ultimately, as the foothold of any ecosystem gets stronger, the user can either feel satisfied and happy or stuck and frustrated. And that feeling (satisfied or stuck) becomes associated with the brand.

Some questions we’ve seen in our research:

What content would users want to keep separate: purchase history, recommendations, watch/wish list, etc.?

What content would users expect to share: purchased content, services, etc.?

Can established individual accounts be tied together to form a true “household” account?

Our consumer electronics, home appliance, and ecosystem experience includes:

Wearables

Fitness trackers

Appliance VR research

Gaming systems

Ecosystem exploratory research

Mobile phones

Mobile apps

Instuctions (IFUs)

Set-up and use experience

Billing: paper bill and mobile bill

Toothbrush

Software

Home brewers (coffee, espresso)

Exercise machines

Electronic garage doors

Connected thermostats

Air conditioners

Sound systems

Remote controllers

TV entertainment guide

Out-of-the-box experience

Call centers

GPS systems

Connected experiences insights

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