Mobiquity Minute: How to Create a Touchless Experience

Topics
Voice-plus
Author
Mike Welsh
Publication Date
2 June 2020

Mobiquity Minute: How to Create a Touchless Experience

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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HubSpot Video

 

The Mobiquity Minute video series was created to provide tips, insights, and expert perspectives on all things digital. True to its name, in just about a minute, watchers will learn about a variety of digital topics – from mobile apps to conversational AI, digital transformation, customer and employee engagement, AI/ML, and everything in between. Check back often for new videos regularly. Want to keep watching? Scroll down for more interesting insights.


Transcript:

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.

Mike Welsh

Mike Welsh is the Chief Creative Officer at Mobiquity, leading a team of experience architects, experience designers, and conversational designers to deliver engaging and compelling solutions in collaboration with engineers who bring these solutions to life. He has been doing this for over 27 years, having joined Mobiquity near it’s beginning. Mike notes that what originally drew him to his role is the ability to transform experiences for companies and their customers. What keeps him and the team engaged is the opportunity to find out what truly transforms human experience and then bring it to life. He’s a firm believer in the power of a team and its ability to create impact derived from insights. Mike makes no special claim of expertise or experience because every engagement is a team effort. Each time he and the team engage with a client’s challenges and opportunities, good things can happen. Curiosity and a core belief that some of the best work comes when a team understands the humans behind their work is central to understanding the role that technology can play. Mike’s time spent with clients and teams includes work within creative, business, and technology fields, bringing many skills to the table including: experience strategy, experience design, product strategy, and product design. His industry knowledge within these functions spans healthcare, retail, ecommerce, and financial services and he has lectured on these topics at University of Pennsylvania, Drexel University, Moore College of Art and Design and various conferences. In addition, Mike holds a Nielsen Norman Group UXC certificate working toward master certification. While no one is a bigger Mobiquity champion than Mike, much of what fuels his passion comes from the time he spends away from work. He is a father of three, an avid runner, traveler, cook, and outdoorsman. A voracious consumer of audiobooks, Mike is always learning and drawing connections about how we can make a difference today for our future selves. When thinking about what’s to come, Mike believes that artificial intelligence, immersive storytelling, and machine learning will play a significant role in defining experiences humans have with technology.

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