In this video, Mike Welsh, Chief Creative Officer, discusses how to create touchless engagements with fewer taps and swipes to create safer, more convenient customer experiences.
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I think the thing that technology can do the best is: number one - support as little touch with anything as possible. So it's a super basic one. If you have stuff that you have to tap and swipe for - see if you can do it with voice.
If you have multi-tap, multi swipe, multi gesture experiences, make them one gesture, one tap, and then make that a Siri shortcut. Start thinking in simple, small ways so that people can have faster paths with less touch to get things done.
Because a lot of times people look at technology like oh, we want to make curbside pickup really easy. And we're talking about building screens and stuff. And I'm like, no, no, we don't want to do screens. We want people to be able to say, hey, smart assistant, intelligent assistant, do this thing for me. And look at your infrastructure and see if there's things in the infrastructure that you can exploit to create that kind of experience for consumers.
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