15. Kevin Kelly
The increase of diversity.
Services adapt to the context
of that one person.
http://www.kk.org/thetechnium/archives/2009/05/increasing_dive.php
21. Hannah Donovan
Make magic by mixing the right
amount of expected and unexpected
experiences.
http://www.slideshare.net/hannahdonovan/interface-magic
22. engage =
connect on an expressive level
interaction levels (Schultz)
inform topic (referencial)
interact relevant (personal)
transact added value (actionable)
relate belonging (relational)
involve shared (expressive)
52. listen & learn
design systems where user and service
provider work together to fulfill the service
53. react & connect
create new style dynamic personas and
catch impulses during realtime use.
translate these into an emerging service.
54. engage
create an environment where services adapt
to users for the best experiences and results
bond with your audience, give them a role in
the value-creating process, expand your
value chain