driving innovation in complex ecosystems 
#AutoMobility #Cities #Humans #Behavior #Culture

:: worked with ::

Automotive & Mobility 
Volvo Cars, GM, Ford, AutoTrader, Manheim
Energy & Sustainability  
GE Energy
Retail 
Target, Home Depot
Fashion & Apparel  
Prada, Mi Ola, Topology Eyewear
Consumer Goods 
Coca-Cola
Travel & Hospitality 
OpenTable, Hyatt
Technology & Communications
Telenav, AT&T, Sprint
Media 
Esquire, Harper's Bazaar
Logistics 
DHL
Government 
UK Inland Revenue
Agency & Consulting  
Sapient, Digitas, Icon MediaLab

Flexible,
Connected,
Full-Lifecycle Shopping

In the context of evolving consumer mindsets and the growth of shorter, more fluid models of access to private car usage – lease, subscription, on-demand, etc. – we crafted a vision for a radically-faster shopping journey – compressing the usual six-month slog of research & deliberation down to driving a Volvo within a week. 

To do this, we reconfigured the selection & sequencing of elements of the experience, utilizing digital technologies to bring the core retail and dealership functions out into the customer’s world and timeframe

Bringing more of the everyday car ownership experience into the shopping process, so customers could make well-informed decisions

Allowing the different parties – shopper, friends & family, retail, etc. – to play to their respective strengths by consolidating all information generated by the research process

Applying ongoing intelligence to make everyday driving & ownership the basis for ongoing product optimization

A creative social space for fashionistas to explore and shop their individual style

While digital tools are enablers of the overwhelming profusion of options on offer in our consumption-oriented economy, they are also the means by which we might creatively harness the variety & choice available to us.

We created Cult Collection as a community for collective creativity – enabling the fashion-forward consumer to define their evolving style by playing the digital version of dress-up.

The app allowed them to discover new items at retail, to be inspired by looks created by the community, and to explore how to style items by creating their own looks from scratch or restyling a look by which they were inspired. 

The key innovation in the interaction was the simultaneous presentation of both the in-progress look, and points of reference from which the customer was drawing inspiration and making selections – retail inventory, their closet, another look, etc. – bridging the gap between the actual and the possible by bringing each cognitive space into the context of the other.

Simplifying & expediting product trial, adoption and learning of the “Guest Center”

The adoption of consumer technologies into restaurant operations offered a step up in ease & efficiency for floor management, and also created the opportunity to restructure OpenTable’s restaurant acquisition & onboarding process.

Simpler, faster, and lower-cost system deployment allowed for greater flexibility in customer acquisition strategies, improved the timeliness & effectiveness of product on-boarding, and enhanced productivity for restaurant staff – all of which significantly improved customer satisfaction at the inception of the relationship. 

Variety & Choice

A next-generation interactive fountain dispenser using micro-dosing technology to pour a 100+ sparkling & still beverage brands from a single freestanding unit – delivering unprecedented beverage variety with choices to suit any consumer taste, fine-grained business intelligence, and a reduced environmental footprint.

The key design challenge for the user interface was to present the variety of beverages available in a way that made the experience of selecting one intuitive, delightful, and immersive in the aura of the brands offered.

The design of the system integrates the behavior of the touch screen user interface, the lighting scheme, and the mechanical pouring elements into a seamless whole that eases the consumer into a new interaction paradigm for dispensing a beverage.

TOUCH SCREEN
CONSUMER INTERFACE
__

The first generation of the main consumer interface anchored the flavor variants off the brands with which customers were already familiar. The visual design maximizes the use of the color spectrum associated with each brand, and as the consumer pours their choice of beverage, the color projected from the screen casts a glow on their face, subtly incorporating them into the world of the brand. 

ADA
CONSUMER INTERFACE
__

The ADA user interface organizes the same assets in a grid which makes it easy to select a brand and then a flavor using a simple left/right touch panel at an accessible height. The visual presentation is dialed back in order to emphasize visibility and legibility.

CREW-SERVE
INTERFACE
__

The crew serve interface was optimized for multi-order taskflows, repeat pours, and efficiency of use.

“It's Your Smart Grid”

GE Energy needed a communications program to educate consumers on next-generation smart grid technologies, create communities of interest around the relevant energy issues, engage these communities with their local utility providers and regulators, and thereby facilitate the consensus required for the implementation of smart grid initiatives.

“Prada is Content”

A seminal deployment of multi-channel retail – long before we even called it that – enabling the brand to express its high-touch style of customer service across all touch points in the shopping experience.

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