Designing Blended Experiences: Laugh Traders Design Fiction

The increasing ubiquity of interactions that involve complementary digital content, physical objects, and spaces, brings about new challenges for designers. There is a need to embed designs in legacy systems, whether those are existing physical structures or existing digital platforms. Traditional approaches to product design, interaction design, and user experience design often do not take this new context into account. Many systems do not consider how designers produce new digital and physical experiences that work harmoniously, while supporting new interactions and relationships with people (Imaz and Benyon 2007; Jetter, Geyer, Schwarz & Reiterer 2012). To address this, we propose the idea of blended experiences and offer a framework of constructs and techniques that can help designers work in this emerging area of design (O’Keefe and Benyon 2015). Using “Laugh Traders”, a storyboard Design Fiction created through practice (Sturdee, et.al. 2016), we propose a means of evaluating speculative experiences utilizing the Blended Spaces Framework influenced by emerging user experiences, devices, products, systems and services

TECHNICAL DEBT IN THE MUNICIPALITY SECTOR - THE MISSING LINK WITH CITIZENS AND SILOFICATION

Public sector organizations suffer from high levels of technical debt (TD). TD leaves digital infrastructures in a derelict state, making digital transformations costly and risky. Though there is growing research about TD, most studies focus on private businesses. In this study, we conduct a case study examining the TD in a Swedish municipality, analyzing archival data such as project reports, municipality blog posts on digital transformation, and goals to improve citizen experience. We focus on four information systems that support permit application processes. Analysis results reveal the common TD types, consequences, and possible causes. Departments work in silos, case managers’ perspective is prevalent in requirements, while citizens only have a passive role as system users. These lead to various types of TD and high costs when integrating legacy systems into a coherent IT architecture. By diving deep into the data from a digitalization forerunner municipality, we identify TD in the municipality sector and increase understanding of how TD influences digital transformation. Results give a stable ground for further research and practice on mitigating the debt

Multichannel in a complex world

The proliferation of devices and channels has brought new challenges to just about every organisation in delivering consistently good customer experiences and effectively joining up service provision with marketing activity, data and content. A good multichannel strategy and execution is increasingly becoming essential to marketers and customer experience professionals from every sector. This report seeks to identify the key issues, challenges and opportunities that surround multichannel and provide some best practice insight and principles on the elements that are key to multichannel success. As part of the research for this report, we spoke to six experienced customer experience and marketing practitioners from large organisations across different sectors. In Multichannel Marketing: Metrics and Methods for On and Offline Success, Akin Arikan (2008) said: ‘Because customers are multichannel beings and demand relevant, consistent experiences across all channels, businesses need to adopt a multichannel mind-set when listening to their customers.’ It was clear from the companies interviewed for this report that it remains challenging for many organisations to maintain consistency across so many customer touchpoints. Not only that, but the ability to balance consistency with the capability to fully exploit the unique attributes of each channel remains an aspiration for many. The proliferation of devices and digital channels has added complexity to customer journeys, making issues around the joining up of customer experience and the attribution of value of key importance to many. Whilst senior leaders within the organisations spoken to seem to be bought in to multichannel, this buy-in was not always replicated across the rest of the organisation and did not always translate into a cohesive multichannel strategy. A number of companies were undertaking work around customer journey mapping and customer segmentation, using a variety of passive and actively collected data in order to identify specific areas of poor customer experience and create action plans for improvement. Others were undertaking projects using sophisticated tracking and tagging technologies to develop an understanding of the value and role of specific channels and to provide better intelligence to the business on attribution that might be used to inform future investment decisions. A consistent barrier to improving customer experience is the ability to join up many different legacy systems and data in order to provide a single customer view and form the basis for delivery of a more consistent and cohesive multichannel approach. Whilst there remain significant challenges around multichannel, there are some useful technologies allowing businesses to develop better insight into customer motivation and activity. Nonetheless, delivery of seamless multichannel experience remains a work-inprogress for many

Innovation, technology and user experience in museums: insights from scientific literature

Museums play an important role in preserving the heritage and cultural legacy of humanity, however, one of their main weaknesses in regards the user is their static nature. At present, and in the face of the development of diverse technologies and the ease of access to information, museums have upgraded their implementation of technologies aimed at improving the user experience, trying more and more to access younger audiences with a sensitivity and natural capacity for the management of new technologies. This work identifies trends in the use of technological tools by museums worldwide and the effect of these on the user or visitor experience through a review of scientific literature. To complete the work, we performed a search of the publications in the Scopus® referencing database, and downloaded, processed, and visualized the data using the VOSviewer® tool. The main trends identified in this context of analysis are related to the role of museums with the development and improvement of the user experience; orientation to young audiences and innovation driven by the user through Interactive Systems, digital games, QR Codes, apps, augmented reality, virtual reality and gamification, among others. The objective of the implementation of new technologies in the context of museums is to satisfy the needs of contemporary communication, for all types of content and aimed at an increasingly digital audience, in order to ensure positive interaction and feedback from ideas with social and cultural changes

Like, Link, Share: How Cultural Institutions Are Embracing Digital Technology

This report shows how forty cultural innovators are investing in technology and media capacity to connect with new audiences in new ways, create new programs, and strengthen their operations. Established cultural insitutions face challenges as they grapple with rapidly changing technology. Taking full advantage of digital opportunities requires organizations to change their internal systems, work processes, and staff structures, and to tailor the development of digital capabilities to their individual programming, operational, and revenue strategies. However disrutive this process may be, digital strategy is no longer optional but essential. The public expects to engage with culture digitally, to sample and share, to connect and participate

Shifting realities: Tron cyberspace and the “New” consciousness in 21st Century technoscapes

The existing direction of the (mis)use of information technologies founded on the deceptively secular rationalised heritage of scientism, arguably spells the increasing proximity to a dystopian nightmare that is far from mere fiction and imbued with the eternal religious symbolic of the battle between good and evil, as depicted in the 2010 science fiction film Tron: Legacy . The historical contextualisation of events in the film reveals the promise of the unfolding of an advanced sensibility alongside these concerns, in which fantasy and science converge to liberate humanity from an increasingly limiting worldview, and information and images serve as conduits to the sacred. The critical role information stands to play in humanity’s conscious evolution is outlined in the proposed development of a “dream systems theory”, where dreams capes are defined as interconnected systems of imaginal data

An Efficient Uplink Multi-Connectivity Scheme for 5G mmWave Control Plane Applications

The millimeter wave (mmWave) frequencies offer the potential of orders of magnitude increases in capacity for next-generation cellular systems. However, links in mmWave networks are susceptible to blockage and may suffer from rapid variations in quality. Connectivity to multiple cells - at mmWave and/or traditional frequencies - is considered essential for robust communication. One of the challenges in supporting multi-connectivity in mmWaves is the requirement for the network to track the direction of each link in addition to its power and timing. To address this challenge, we implement a novel uplink measurement system that, with the joint help of a local coordinator operating in the legacy band, guarantees continuous monitoring of the channel propagation conditions and allows for the design of efficient control plane applications, including handover, beam tracking and initial access. We show that an uplink-based multi-connectivity approach enables less consuming, better performing, faster and more stable cell selection and scheduling decisions with respect to a traditional downlink-based standalone scheme. Moreover, we argue that the presented framework guarantees (i) efficient tracking of the user in the presence of the channel dynamics expected at mmWaves, and (ii) fast reaction to situations in which the primary propagation path is blocked or not available.Comment: Submitted for publication in IEEE Transactions on Wireless Communications (TWC

Artificial Intelligence for the Financial Services Industry: What Challenges Organizations to Succeed?

As a research field, artificial intelligence (AI) exists for several years. More recently, technological breakthroughs, coupled with the fast availability of data, have brought AI closer to commercial use. Internet giants such as Google, Amazon, Apple or Facebook invest significantly into AI, thereby underlining its relevance for business models worldwide. For the highly data driven finance industry, AI is of intensive interest within pilot projects, still, few AI applications have been implemented so far. This study analyzes drivers and inhibitors of a successful AI application in the finance industry based on panel data comprising 22 semi-structured interviews with experts in AI in finance. As theoretical lens, we structured our results using the TOE framework. Guidelines for applying AI successfully reveal AI-specific role models and process competencies as crucial, before trained algorithms will have reached a quality level on which AI applications will operate without human intervention and moral concerns