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Encouraging new patterns of urban experience through the interconnection between mobile...
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Encouraging new patterns of urban experience through the interconnection between mobile applications, online services and the internet of things. SESSION P49 – SMART TOOLS AND CITIZENS INVOLVEMENT // SLOT 3 – ALESSANDRO PRUNESTI
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Transcript of Encouraging new patterns of urban experience through the interconnection between mobile...
Encouraging new patterns of urban experience
through the interconnection between
mobile applications, online services and the internet of things.
SESSION P49 – SMART TOOLS AND CITIZENS INVOLVEMENT // SLOT 3 – ALESSANDRO PRUNESTI
Key Points
> The connection between social, mobile and IoT technology > The impacts on the citizen daily experience > The citizen Experience Journey Model > The new challenges for the social geographer.
> The connection between social, mobile and IoT technology > The impacts on the citizen daily experience > The citizen Experience Journey Model > The new challenges for the social geographer.
1Sources: We Are Social, InternetLiveStats, InternetWorldStats: Facebook, Tencent, VKontakte, LiveInternet; GSMA Intelligence.
Internet Of Things
> The connection between social, mobile and IoT technology > The impacts on the citizen daily experience > The citizen Experience Journey Model > The new challenges for the social geographer.
> New digital technologies, new citizen behaviors > Real-time user generated data and contents > Interaction with IoT services > Huge amount of data (to transform in insights) > New paradigm of “Hyperplace”
Citizens today expect more transparent, accessible, and responsive services
Citizen journey
Individuals and entities which can interact each other through mobile applications, online platforms and IoT tech.
> The connection between social, mobile and IoT technology > The impacts on the citizen daily experience > The citizen Experience Journey Model > The new challenges for the social geographer.
Citizen Experience Journey
It is a model, derived from marketing, that allow to analyze every step of the daily activity for each typology of citizen and each other possible entity involved in the city daily life.
The model indentifies their needs, the kind of digital informations requested for each action, the supporting technologies and the operations to deploy in order to ensure those needs.
An example of citizen experience journey application
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
Ac#vity Need Data delivered Data acquired
Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school
Set route for school
Student loca1on and school loca1on
Route Mobile phone
Anonymous Ac1ve Not implemented by city bus company
Define bus line database
City bus company
Go to school
Go to the bus stop
Student loca1on
Nearest bus stop at home
Mobile phone
Personal data
Passive Not implemented by city bus company
Define bus stop database
City bus company
Go to school
Know the wai1ng 1me
Student loca1on
Bus loca1on Mobile phone
Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school
Ticket purchase
User ID Ticket ID IoT Personal data
Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school
Check-‐in on the bus
User and 1cket ID
Welcome message
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school
Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone
Personal data
Ac1ve Not implemented by city bus company
Enable no1fica1on system
City bus company
Students Experience Journey
*
* Unexpected surprise for unlucky students
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired
Data delivered
Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on
Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on
Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Bus company Experience Journey
Ac#vity Need Data acquired Data delivered Main device/technology used
Type of digital footprint
Type of data Current status To-‐do ac#ons Owner Sa#sfac#on level
Bring students to school
Iden1fy student posi1on
Student loca1on Bus loca1on Web Passive Anonymous Not implemented by city bus company
Providing mobile app for user tracking
City bus company
Bring students to school
Students onboarding
User ID Ticket ID IoT System Ac1ve Personal Not implemented by city bus company
Integrate NFC onboard for payment via mobile app
City bus company
Bring students to school
Check type of students onboard
User ID Customer ID Web Passive Personal Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Bring students to school
Drop off students at school
School loca1on Number and name of students dropped
Web/IoT Passive Anonymous Not implemented by city bus company
Define database for school loca1on Implement NFC system for student dropoff count
City administra1on
Ac#vity Need Data delivered Data acquired Main device/technology used
Type of data Type of digital footprint
Current status To-‐do ac#ons Owner Sa#sfac#on level
Go to school Set route for school
Student loca1on and school loca1on
Route Mobile phone Anonymous Ac1ve Not implemented by city bus company
Define bus line database City bus company
Go to school Go to the bus stop
Student loca1on Nearest bus stop at home
Mobile phone Personal data Passive Not implemented by city bus company
Define bus stop database City bus company
Go to school Know the wai1ng 1me
Student loca1on Bus loca1on Mobile phone Anonymous Passive Implemented by city bus company
Integra1on whit bus lines and stops
City bus company
Go to school Ticket purchase User ID Ticket ID IoT Personal data Ac1ve Not implemented by city bus company
Integra1ng NFC onboard for payment via mobile app
City bus company
Go to school Check-‐in on the bus
User and 1cket ID Welcome message
Mobile phone Personal data Ac1ve Not implemented by city bus company
Enable check-‐in person on board and integrate into the CRM system
City bus company
Go to school Find friends already onboard bus
User ID Other users (friends) onboard
Mobile phone Personal data Ac1ve Not implemented by city bus company
Enable no1fica1on system City bus company
Student Journey
Bus company
Citizen Experience Journey - Informations provided
> Type of data acquired > Type of data delivered > Main device or technology utilized > Current status of implementation for the individuated service > To-do actions to implement or improve it > Owners > User satisfaction level.
For the student
Define bus line database
Define bus stop database
Integra1on whit bus lines and stops
Integra1ng NFC onboard for payment via mobile appEnable check-‐in person on board and integrate into the CRM systemEnable no1fica1on system
For the city bus company
Providing mobile app for user tracking
Integrate NFC onboard for payment via mobile appEnable check-‐in person on board and integrate into the CRM systemDefine database for school loca1on Implement NFC system for student dropoff count
Citizen Experience Journey - To-do list
> The connection between social, mobile and IoT technology > The impacts on the citizen daily experience > The citizen Experience Journey Model > The new challenges for the social geographer.
> People ability for new digital tech > Availability of digital infrastructures > New skills for social geographers > Transform big data to insights
Level of interaction among users, digital devices and
physical spaces
Level of user’s digital tech enablementStandard phone
Only SMS, phone calls
Smartphone web surf and
social networking
Smartphonemobile commerce, digital payments
SmartphoneIoT service usage
Amount and depth of data generated by digital
interactions
• User-generated contents
• Geolocated data
• Product and service interactions • Personal user data and preferences • User generated contents
• User to object interaction • User-generated contents • Object-generated actions • Big data
> People ability for new digital tech > Availability of digital infrastructures > New skills for social geographers > Transform big data to insights
Source: Gartner hype cycle, 2015
> People ability for new digital tech > Availability of digital infrastructures > New skills for social geographers > Transform big data to insights
> People ability for new digital tech > Availability of digital infrastructures > New skills for social geographers > Transform big data to insights
