Smart Cities, Data, and Coproduction Experiences

It seems that the word "smart" is appearing everywhere these days - and it is no stranger to many posts in this blog. The Economists' recent article in its The World in 2013 report (pg. 85) talk about how cities are mining urban data, and using that data to facilitate the performance of its citizens and visitors. For example, transportation information (buses, subways, and so on) is being analyzed and published to on-street digital displays and smartphones so citizens can plan trips, estimate arrival times, and so on to achieve their performance goals. The article suggests that Londoners are modifying their travel behaviors based upon the advice "big data" analytics offer them. The value of smart cities is clear: efficiency and productivity, which not only makes citizens feel good, but also enhances the economic opportunity in that city.

Big Mother!? Are You Kidding Me?

As reported in this blog, the past couple of years have seen a significant rise in devices, gadgets, and apps that fit the Vision component of the coproduction experience model, specifically around goals and feedback. Well, someone has coined a term for these solutions - Big Mother (WSJ 4/23/13, A1). If you are slouching, driving like a jerk, or haven't brushed your teeth, these solutions will remind you, nag you, nudge you, to change your behavior. Data about your various performances can be uploaded and tracked in the cloud, and if you so desired, beamed to your friends, even your mother, for that extra bit of social support that you need to achieve your goals.

The Beam Brush, for example, tracks the brushing of your teeth and publishes reports to your smartphone. The smartphone app praises you when you've met your goals (it even offers prizes), and marks your calendar with "missed brushings" when you haven't been so diligent.

Simplicity Drives Customer Performance

Simplicity is a key foundation for customer performance, especially within the Access domains of tools, interfaces, and information. A recent WSJ review of the book Simplicity examines the need for enhancing the simplicity of pill bottles (and instructions), end-user license agreements, processes (such as a hospital experience) and even the number of choices a customer is offered at a grocery store. The key principles of simplicity are empathy, distillation, and clarification.