1. © 2003, AGENCY.COM Ltd. Proprietary and Confidential HITS 2003 Humans Interaction Technology Strategies 2 days 17 speakers 1 lousy t-shirt

2. © 2003, AGENCY.COM Ltd. Proprietary and Confidential General themes at conference Product design approach (lots of interactive as well) Customers need to be at the center of any process Collaboration needs to occur between creative, biz, engineering (does not happen as much as it should) Creative needs to understand the business side better in order to present persuasive arguments Business side needs to respect the creative process more Technology needs to be Humanized (VCR example)

3. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Kathleen Brandenburg: Bridging The Need Gap Kathleen Brandenburg Partner, IA CollaborativeIA Collaborative Kathleen Brandenburg fuses strategic planning with social science research as a way to develop new messages, products, and services. As a strategic design planner, Kathleens role is based on user insights, design capabilities, and business objectives, and making sure all concepts and design are heavily based on user experience and context, as well as business opportunities. Her most recent clients include Nike, 3Com, Accenture, and The Chicago Symphony Orchestra among others.

4. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Chicago Symphony Orchestra What do ticket buyers want? IAC spent time Shadowing employees at call center What will my view look like? What kind of view will I have? Does this seat have a decent view? Which seats offer the nicest views? How much are your tickets that offer the best viewing? Presenter: Kathleen Brandenburg // Firm: IA Collaborative, Chicago Theme: Utilizing user research to drive solutions

5. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Chicago Symphony Orchestra Presenter: Kathleen Brandenburg // Firm: IA Collaborative, Chicago Theme: Utilizing user research to drive solutions

6. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Jim Euchner: Alignment for innovation Jim Euchner is Vice President, Advanced Technology at Pitney Bowes, Inc. He is responsible for developing new product and business concepts and exploring emerging technologies, including cryptography, Internet, advanced software methodologies, network security, digital printing, and the role of paper in a networked world. Jim is particularly interested in the innovation process and in user-centered design. Prior to his current position, Jim was Vice President, Network Systems Advanced Technology at Bell Atlantic.

7. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Questions we can ask ourselves

8. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Critical components for product innovation

9. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Getting a consensus

10. © 2003, AGENCY.COM Ltd. Proprietary and Confidential New product development flow

11. © 2003, AGENCY.COM Ltd. Proprietary and Confidential Key take-aways

12. © 2003, AGENCY.COM Ltd. Proprietary and Confidential IDEO Method Cards: Do we do enough of this? LEARN Analyze the information youve collected to identify patterns and insights. LOOK Observe people to discover what they do rather than what they say they do. ASK Enlist peoples participation to elicit information relevant to your project. TRY Create simulations to help empathize with people and to evaluate proposed designs.