Personal Technology Celeste M. Combs, President The Experience Group

Agenda: Personal Technology My Background Your World What Is Personal Technology? Our Current World Design: Microsoft Intellimouse Design: Microsoft Sidewinder Research: Wearable computing Emerging Directions Future Success

Me – Crafting Consumer Experience Consumer Products Nine Microsoft Products (Intellimouse, Natural Keyboard, Force Feedback Joystick; Gamepad, Actimates) Asics Running Shoes Interactive Appliances Cell phones Web Experience Dozens of website design, research and strategic projects Online Communities Software Products Microsoft Windows Speech Experience (Longhorn);.Net application, Interactive Kiosk; Java Applications Emerging Technologies Wearable computers Wireless products Convergence of products Ease of Use Training Masters work focused on applying customer behaviors to product design Tons of “learned lessons” through the design and research of dozens of products and services.

Personal Technology What is personal technology? Why do we need it? Or, do we need it? What drives it? What shapes its design? What shapes its future?

My Technology Consumption Until 2001 Desktop Basic Cell phone Basic PDA TV, DVD, VCR, Stereo Basic Digital Camera New Last 2 Years Laptop Fancy Cell phone Fancy PDA Hands-Free Headphones MP3 New input devices AM / FM Portable Stereo Exercise Heart Monitor Cool Bose Alarm Clock Same Digital Camera

Your World New product purchases in last month? New product purchases in last year? Most delightful? Coolest? Valuable? Least delightful? Valuable? Useful? Most surprising? Most disappointing?

Our World - Current Ravenous consumption Choice Price, feature, brands, bennies = dog fights Entertainment & social driven Overloaded Information Device heavy Stressful Addicted Performance / Life Enhancing Effective Efficient Connected

Design: Microsoft Intellimouse™ Created today’s current standard for navigating interfaces and working more efficiently. Released in Team Credo: “To complete the computing experience”

Success Factors: Intellimouse™ High quality core team – industrial design, program mgmt, engineering, human factors & usability Highly detailed attention to shaping every aspect of the customer experience through research and design Synergy of design and customer research to achieve a high quality customer experience Extensive customer research and participation in design Sales and Marketing Previous Microsoft Mouse was very successful OEM Partners Manage cost-of-goods Market timing Limited competition

Customer Research Integrate target audience from concept through release Use customer input to help determine what we build and how Identify what’s appealing to customers? (i.e., what will they buy: useful, valuable, and usable!) Identify and measure key user experience factors: Physical – performance, comfort, shape, ergonomics Emotional – appeal, perceived efficiency, etc Cognitive – comprehension, feedback, etc Social – acceptance in environments / offices; drive demand through “word-of-mouth” Cultural: color, size, environment, “cool” factors

Microsoft Sidewinder™ game controllers Success Factors: Digital technology Ergonomic design Aesthetics Performance Market timing

Emerging… Fascinating & challenging Consider multiple aspects of user context Xybernaut System Wearable Computing Microsoft Smart Personal Object Technology

Our World - Future Increased consumption and adoption Choice Price, feature, brands, bennies = dog fights Individual, Entertainment & social driven Convergence Integrate multiple features into fewer devices Augmentive – Aide user in finding or seeing information as we experience the world (push) Ubiquitous – one person, many computers Downsizing devices Wireless growth Life Enhancing Effective Efficient Connected Increased focus on “customer experience” and “ease of use”

Customer Experience Value Focus on Customer: A Key Differentiator “Our research shows 71% of senior business leaders say the customer experience is the new competitive battleground and is a source of sustainable difference.” Colin Shaw & John Ivens, beyondphilosophy.com “To succeed today, we need an intimate knowledge of people. We are shifting to a customer-driven business model.” PSAMA: “Taking a Product to Market” John Barrett, Vice President, Teague

Your World - Future What are your dream products? How do you see products evolving in 5, 10, 20 years?