post apocalypse new normality new normality · 2021. 7. 25. · copyright 2020 deloitte digital. 6...

Post Apocalypse NEW NORMALITY

Post Apocalypse New Normality

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Research objectivesThe process and methodologyThe insights we collected How these insights will shape the future?Designing for the New Normality Contacts

CONTENTSpag. 4pag. 6pag. 8pag. 26pag. 38pag. 52

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People are changing their mindset, behaviors and personal

values. They are slipping into new patterns and adjusting

their lifestyle according to the constantly evolving reality.

Covid-19 has presented the world with an immense challenge

both for humans and businesses.

Leaders face the urge to reopen their businesses and try to

navigate through uncertainty and complexity.

Driven by a desire to envision our future, we launched the

Post Apocalypse New Normality behavioral and

ethnographic study.

Behavioral changes can guide you to:

• Anticipate what will drive people choices in the near future

• Support you to design business responses out of

uncovered human needs.

• Discover the enablers to run business as unusual

• Generate ideas and new propositions for your strategy,

product and services differentiation.

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Identify the relevant information from different research streams.

Seeds of a pattern, value, behaviour or desire that could potentially settle in time, finally evolving and consolidating in time to time.

A mindset and a list of pillars that could support companies to design for the New Normality.

Group info based on specific criteria to identify emerging patterns.

Territories envisioning a future system or a society that describe the interactions between their actors, starting from the insights previously identified.

From listening to humans to imagining future responses

RESEARCH TECHNIQUES

EVALUATIVE

2 0 0 + R A W D A T A

8 I N S I G H T S

B U S I N E S S R E S P O N S E

2 5 P A T T E R N S

4 F U T U R E S C E N A R I O S

SURVEYS

EXPLORATORY

1:1 INTERVIEWS

GENERATIVE

IMMERSIVE DIARIES

Reason why

Objectives

Panels

Screener

Assumptions validation. Exploring most common needs and behaviours.

To obtain a comprehensive overview, the survey includes a focus on diverse industries such as: retail, travel & hospitality, insurance & finance, mobility.

650 participants from Italy to gain insights on local behaviours. 144 responses gathered.

Focused on millennials, middle spenders, living in urban centres, presenting varieties in terms of gender, location (north, centre, south) and accommodation type (shared apartment, single room, house)

Scouting the fringe. Exploring uncommon needs and behaviours

To understand the motivations of behaviours and contexts of use, the needs but also frustrations of the people with ”extreme” characteristics.

11 participants from Italy, France, China to get the different shades of lockdown phases.

Focused on a peculiar population with specific situations (e.g. forced to reinvent their work, got stuck abroad, digital averse, fashion addicted, hypochondriac, travel for work, etc.)

Observe and gather. Needs and behaviours at work.

To distinguish what people do and think, from what they say.

20 participants from Italy, Spain, Germany and England to collect cultural differences on daily life.

Focused on location, main age ranges (20-30, 30-40, over 40) and family status (single, couple, couple with kids, dog owner) to track relationship within their inner circle and outer world.

The insights we collected

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We are finding ourselves drifting back to some pleasant memories from the past that help us to cope with the present. The nostalgia remind people to cherish moments that would’ve been taken for granted before.Driven by strong nostalgic feelings, we put all our effort to recreate old memories in the very complex and troubling present: associating new memories to current action, ensures the fading of negative emotional impact of the current situation. Home is becoming our “safe green zone” where we feel free and empowered to take control over the present.

Flashing Melancholia

Flashing Melancholia

During this period there’re a lot of old songs coming from my teen years. I think my positive attitude could partially come from from the memories related to these songs.

Deloitte Online Survey

FEAR OF THE NEW START

Curiously I feel a bit nostalgic about leaving lockdown. We’ve adapted quite well as family.

At the moment, we can't go to the restaurant, but if we use a bit of creativity, the restaurant can come to us.

I have a fear of the next months. I don’t want to start all over again. (Hermes, 30)

During this period there are a lot of old songs coming from my teen years. I think my positive attitude could partially come from the memories related to these songs.

I fixed an old exercise bike and added some technological gadgets for a Post Apocalypse workout.

I’m thinking how to go back, how to go back to work, what are the restrictions. (Giada, 32)

The thing that made me sad is thinking about the things I wished/would have done but it wasn't possible because of the lockdown, the impression of being stuck without a "deadline".

The majority of people highlighted that among everything, they were missing the most time spent together with their family and friends.

NOSTALGIC FEELING

UNFULFILLED PAST

DESIRE TO RECREATE THE PAST

LEGEND Survey 1:1 Interviews Deloitte Consumer Tracker

Desk Research Immersive Diaries

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Wilde Paradox

I gradually reduced the number of people I was in contact with, to a narrowed circle of people really important to me.

During this time of re-examination, consumers re-assessed their priorities. (Highsnobiety)

The new journey is a process of separating value from values, wants from needs, entertainment from enlightenment. (Highsnobiety)

61% - reduced or cancelled their spending on luxury during the pandemic 21% - will continue reducing luxury purchases. (The Guardian)

I bought some things for the house. We wanted to change them for a long time. (Flavia, 35)

I only buy items I need; I'm not browsing around for inspiration.

22% - I changed my routine to be more sustainable 56% - I admit that pollution dropped down and I think that everybody must take some actions.

Average not spending intent over the next 4 weeks:18% - more-discretionary goods 9% - less-discretionary good

I started doing a lot of research before buying something. Now I want to buy a rice cooker, so I’m comparing different products and take my time to be sure that I really need it. (Diego, 21)

I think that we won’t come back the same. I think that there will be some evolution towards more sustainable future. (Vincenzo, 37)

SELECTED CIRCLE OF PEOPLE

CONSCIOUS PURCHASES

SHIFT TO A SUSTAINABLE MINDSET

CHANGE OF PRIORITIES



During this time of re-examination, we are re-assessing our priorities and redefining our values. Following “Buy less, buy better” mindset, we are learning how to separate wants from needs, entertainment from enlightenment and pretence from sincerity. As a result, our circle of people and things has become more selective.Developed immunity to hype helps us to tackle desire for constant gratification. While searching for something that strives towards knowledge and education, we are moving towards a minimalism concept with the focus on quality, durability and timelessness.

Wilde Paradox

Average net spending intent over the next 4 weeks: More-discretionary goods: -23%,Less-discretionary good: 9%

Deloitte Customer Tracker

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Our former emotions are hidden behind the fear of unknow and concerns of being judged by others.We are numbers, we wear the same uniform and our data is what identify us. There’s a lack of humanity in hiding our faces with a mask, and, at a time when social gatherings are discouraged, we are searching for other ways to connect with one another.

Mass Avatarisation

Mass Avatarisation

People still don't find time to discover tolerance and kindness even in an emergency.

I have a fear of not knowing when I'll be able to take a plane to see my family.

I feel confused about the future. I don’t know what is going to happen and when?

I have a fear and anxiety about the future. In the beginning everybody was talking about smart working and I didn’t know what to do with it. I was completely lost. (Giada, 32)

I felt guilty for meeting a friend of mine. I felt as if I were doing something wrong or illegal in "delivering" her some ice-cream. Probably, this feeling was unconscious due to the possibility of being seen and judged by someone in the neighbourhood.

I wonder if people will be understanding. If they'll be kind. Today at the supermarket a lot of people got impatient immediately, not realizing that a bit of politeness, in this situation, would help everyone.

If we want to get back to Normality, we should be open to share our data because in this case you are not a person, you are just a number. (Diego, 21)

We seem to be losing the last vestige of our humanity whenever we put on a mask. It’s much easier to fight somebody if you can’t see their face. (South China Morning Post)

LACK OF HUMANITY

FEAR OF UNKNOWN

CONCERNS OF BEING JUDGED BY OTHERS



If we want to get back to Normality, we should be open to share our data because in this case you are not a person, you are just a number.

One to One Interview

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The Shelter Syndrome

The break allowed me to reflect a lot on what I was, what I have become and what I would like to be in the future. (Hermes, 30)

Now we are doing everything that we have been postponing for a long time. Finally, we have time to focus on ourselves and listen to our needs and desires. (Giada, 32)

I stopped reading too much news that just blow your mind.

Among main things respondents will continue doing after the quarantine are: - Meditation, it helps mind and body - Training, to stay fit and mentally relaxed

I want to do smart working several days a week as now we all have learnt how to work in a different way.

Rural demand is much stronger right now than urban demand, and that’s a flip from where it’s been for the longest time, where everybody wanted to live in the city. (CNBC)

The pandemic is likely to accelerate migration to the suburbs, exurbs, and smaller, less-dense cities. (Business Insider)

We (Twitter) were uniquely positioned to respond quickly and allow folks to work from home given our emphasis on decentralization and supporting a distributed workforce capable of working from anywhere. (Forbes)

I started thinking about buying the house close to the lake. To stay outside.

You’re in a “GREEN” zone at home, but outside it’s still “GREY”.

Safety means knowing that I have everything I need inside my house.

CULTIVATING INNER PIECE

POSSIBILITY OF CHOICE

NEW MEANING OF HOME



While searching for safety, we are building our own shelter that is not anymore define by walls and a permanent location. The new meaning is strictly connected with our emotions and feelings. We are focusing on cultivating inner peace to feel protection together with freedom and flexibility. Being on the move is becoming our self-perception. We are no longer adhere to conventional role models. On the contrary, we are strongly influenced by the possibility of choice and, if necessary, we are ready to move to the opposite side of the world at short notice.

The Shelter Syndrome

Average health concerns: Persona physical wellbeing 48%, Health of my family 60%.

Deloitte Customer Tracker

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While living in the virtual reality as a primary one, digital world has turned into rediscovered global environment where it's easy to speed up usual errands and try new experiences with the help of the latest technologies.Some of us have already fallen into the digital trap and are adapting to new always on mentality. Others, while being pushed to be more digital, still feel freedom of choice and manage to balance two opposite realities. Without even noticing, we are blurring the line between digital and physical worlds. Could it become a space in which we might simulate and prototype better societies, economies and behaviours?

Digital Epilogue

Digital Epilogue

I feel completely overwhelmed with technology. By the end of the day I just want to switch everything off. (Flavia, 35)

I'm working longer hours as I can easily access my emails.

30% of respondents can’t separate their work and personal life.

It’s not easy to keep the balance between the things to do, the constant calls and the need to manage a child.

My social life got worse. I don’t like the idea of being always available for calls, messages, etc.

I had too many "social life" plans. At a certain moment I felt that I didn’t have time to stay on my own or spend time with people I live.

22% said they will turn off their TV/Netflix for the next months21% will stop using social media that often.

Digital Payment:34% will forget about cash32% will use PayPal for everything18% Would like to use face recognition.

Mobility: 17% will buy their next vehicle online if available.

Now it’s impossible to call without video. We are far but we want to stay present. (Vincenzo, 37)

First, I tried to follow all conferences, webinars that were happening online. After a while, I realise that it’s impossible to be everywhere, so I started filter and prioritise information. (Vincenzo, 37)

I understand that it’s necessary to be present online. Today I downloaded TikTok. (Hermes, 30)

DIGITAL TRAP

MENGE OF DIGITAL AND PHYSICAL WORLDS

DIGITAL OBSESSION



Digital Payment: • 3% will stick to cash• 34% will forget about cash• 32% will use PayPal for everything• 18% Would like to use face recognition


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New Born Effect

Now I have more time to "cultivate" my interests - I always find new ways and things to do to make me and those around me happy.

During this time I’m taking this opportunity to try new things that were in my bucket list.

I saved a lot, so I would like to pamper myself. I would like to go to a good restaurant. (Diego, 21)

73% of respondents are planning to pamper themselves after the quarantine (most common trip and luxury dinner)

I think if travel is allowed, there’s no problems anymore. Somebody will evaluate that the situation is safe. (Hermes, 30)

50% feel safe going to the store37% feel safe in engaging in person-to-person services33% feel safe in a hotel31% feel safe going to a restaurant

52% - if I found a great deal on non-essential item, I would buy it today.

I want to live in the present and avoid postponing desires / ambitions.

The break allowed me to reflect a lot on what I was, what I have become and what I would like to be in the future. ( Hermes, 30)

It feels like it's the start of a new year. You're full of good intentions.

During this period I feel excited about the upcoming future changes.

Excitement for the future: I believe it will be better.

DESIRE TO TRY SOMETHING NEW

SELF REFLECTION

FEELING OF A FRESH START



We are either looking for new experiences and emotions to satisfy our feeling of a new beginning, or taking the decision to not delay what we always wanted to do. It’s time for being new.While having a feeling of a fresh start, we are willing to try new unfamiliar experiences. Without any fear in mind, we are open for new emotions and feelings. While waiting for this period to be over, we are making plans for the future by exploring new emerging services and products.

New Born Effect

Safety Concerns: • 23% feel safe flying right now• 24% are actively searching for travel

deals• 55% would buy it today if they found a

great deal on an non-essential item.Deloitte Customer Tracker

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While sailing through time zones, some of us perceive time fluidity as a step towards inner harmony. We are learning how to listen to the internal body clock and become more conscious about our personal pace and daily schedule. At the same time, others doubt the new time perception while not being sure if they are still keeping track of time. The fear of having no memories left, makes them rethink their daily routine and search for new distinctive signals.

Timeless Zone

Timeless Zone

Now I have time to do more things. I feel that time became fluid, not segmented. (Flavia, 35)

These days, it doesn’t make such a difference if you are 50 or 16k km far from a person. Somehow this lockdown can shorten distances.

It became more difficult to plan my online lessons as people have different schedules. People who don’t work can have classes during the day and people who work from home prefer to have classes in the afternoon. (Giada, 32)

I think that smart working will help not only employees but also companies. We won’t have to spend a lot of money on living in big cities where we work, and companies won’t have to rent huge offices in city centers.

We all learnt that we can work remotely without any impact on our productivity/performance.

I hope to have a possibility to work from home after the lockdown, so I can come back to my country and feel better.

20% actively searching for travel deals.

I don’t need constantly keep track on time in order to be in time at the train station.

Now I have time to prepare my coffee every morning, so every day has a “weekend feeling” to me, which sometimes is strange, as I have to prepare for “speed and work” and not hanging around like on any other Saturday or Sunday.

I feel confused. I don't know anymore which day of the week it is. They all look the same.

I organise my day in the different way. Now I have more time, so I’m paying more attention on what I’m doing, how and when. (Flavia, 35)

I learnt how to respect my time and overcome constant panic and rush.

After the quarantine I’ll continue to wake up early and dedicate first hours of the day to myself.

FLUID TIME PERCEPTION

LOST TRACK OF TIME

FOCUS ON INNER HARMONY



Now I have time to prepare my coffee every morning, so every day has a “weekend feeling” to me, which sometimes is strange, as I have to prepare for “speed and work” and not hanging around like on any other Saturday or Sunday.


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Conscious Stalking

If we want to get back to Normality, we should be open to share our data (Diego, 21)

I don't feel safe until someone find a vaccine.

77% of respondents are open to compromise privacy to be safer and let government to track people’s movement.

We don't have a proper solution to the virus yet, even if we're containing it, doesn't mean we've won. The next phases will be crucial and it's unclear how we'll be impacted.

I am scared for the safety of my loved ones. My desire is to handle this dangerous situation in the best way.

58% are concerned about the health of their families.

40% are planning to keep their home stocked with more than they need immediately.

Will we be able to trust someone we just met?

Social distance will be maintained, and relations will be restricted to a limited number of people.

We created a support network with our neighbours. I live on the first floor, so every time someone knocks on the window and brings something.

After I’ll be more careful with what I touch, how I get close to people. (Diego, 21)

I will follow the rules. If I need to stay at home, I’ll stay. (Giada, 32)

I started walking in the middle of the street, so I can keep social distancing. In the supermarket, I usually use self-service machine, so I can avoid any interaction with people.

DESIRE FOR SELF PROTECTION

CIRCLE OF TRUST

CONSCIOUS BEHAVIOUR



Driven by a strong desire for self protection, we are focusing on constant planning in order to keep track of our actions and movements. We become more conscious on what we do and where we go. Data monitoring and check from third party authorities redefine the way we relate to each other. Our circle of trust is reduced to people we know and people who have been safe as we are.While searching for certified proof of safety, we treat with caution every new action that requires our move out of the safe zone that we defined ourselves. There’s no space for carelessness and improvisation. We expect technology to take proactive role and shift from just tracking to detecting and protecting us.

Conscious Stalking

77% are open to compromise privacy to be safer and let government to track people’s movement.


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How these insights will shape the future?

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Four future territories to envision new strategies

LOOKING BACK

PROACTIVE

FAST FORWARD

PASSIVE

Newstalgia

Pausitive

Hippieness

Instaland

Circles of fearKnown vs Unknown

# THE SHELTER SYNDROME# CONSCIOUS STALKING# DIGITAL EPILOGUE

Circles of affinityLimited vs Infinity

# TIMELESS ZONE# WILDE PARADOX# DIGITAL EPILOGUE

Circles of castesPoor vs Wealthy

# NEW BORN EFFECT# FLASHING MELANCHOLIA

Circles of likesSchool vs Outcast

# MASS AVATARISATION# DIGITAL EPILOGUE# TIMELESS ZONE

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Government and Economy

The ability to check the situation in real time, isolates potential problems and predicts dangerous situations, avoiding the risk of new lockdowns. A global social regulation permits people to freely move around the world.

Society

Focused on exploring the extended frontiers of the work-life balance, people take every chance to move and experiment, reconnecting with the inner-self and translating actions into a flexible, sustainable and responsible lifestyle.

Technology

Technology is extremely adaptive, to support and complement the human, social, and collective experiences. It’s used not to control and monitor, but to define a forecasting model on a global spectrum.

Relationships/social interactions

Connections with strangers are enabled by exploiting the opportunities of the local environments. Long lasting relationship with family and friends, are kept alive via long distance communication.

Mobility

Multi-modal shared mobility and public transportation become more integrated into cities and suburbs. Private transportation and owning definitely decline.

Media

News are spread mainly through digital channels. People collect updates from global and local sources, from alternative channels with a thoughtful, reasoned approach.

Home meaning

Home is the preferred environment where to feel safe and where most of the activities take place. Houses span from defensive spaces to luxurious quarantine bunkers with all comforts.

Work

Working from home is the new normal. Most of the offices will be closed and spaces reallocated/sold. Central business districts are like ghost towns. Companies needs to be more agile than ever to constantly adjust to the environment.

Entertainment and leisure

Activities are performed within the safe environment of urban compounds. Drive through service models arise while travels are postponed, and staycation takes over yearly breaks. Biodata are used to provide personalized services.

Four future territories

PausitiveThe New Normality is being put on stand by, until all of this will be over.

Circles of fearKnown vs Unknown

# THE SHELTER SYNDROME# CONSCIOUS STALKING# DIGITAL EPILOGUE

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Looking for safety at any cost it's the priority that guides actions and decisions. The economic situation is kept strictly under control, with no room for improvisation. Agility to rapidly adjust plans according to the circumstances is key.

Society

Every business is proving its safety with certificates and health patent is required to access places and book activities. Rise of local compounds like self-monitored micro-environments. People happy to follow rules and unquestioningly accept this practice.

Technology

Privacy is not a thing anymore.Data monitoring and risks are constantly controlled and enabled by living in a digital world. Digital technologies are pervasive, physical doesn’t exist anymore


The “Behavioural immune system” modifies the attitude towards the circle of family & friends, the most trustful people one can deal with. Sharing is just a way to make sure there is control on what's happening around.

Mobility

Owning has a revamp over sharing/renting. Sharing services see their decline and their products are sold to citizens. Many city redesigns become permanent. Government subsidize private transportation

Media

All media channels (TV, radio, social media, newspaper,..) obsessively streamline news without a clear filter, providing a permanent level of anxiety and potential manipulation.

Home meaning

Home is the preferred environment where to feel safe and where most of the activities take place. Houses span from defensive spaces to luxurious quarantine bunkers with all comforts.

Work

Working from home is the new normal. Most of the offices will be closed and spaces reallocated/sold. Central business districts are like ghost towns. Companies needs to be more agile than ever to constantly adjust to the environment.


Activities are performed within the safe environment of urban compounds. Drive through service models arise while travels are postponed, and staycation takes over yearly breaks. Biodata are used to provide personalized services.


HippienessThe New Normality is not defined by time, walls or communities, it is a wandering state of mind.

Circles of affinityLimited vs Infinity

# TIMELESS ZONE# WILDE PARADOX# DIGITAL EPILOGUE

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Refusing to admit the pandemic changed people lives, resignation takes over fear or worry. While trying to fix the economic crack, the gap between social classes increases, combined with extreme economic inequality and unemployment.

Society

Energy is spent in rolling up the sleeves to fight against sudden changes, and to invest in reviving/repairing old habits in new way. Looking back fondly on happy moments is the strength that allows to look ahead.

Technology

Digital and data delegation are not an absolute imperative, but just an enabler for the reboot. Technology and touchless solutions are not an obsession to ensure hygiene or control.


People are strongly connected to their roots and have rediscovered the value of family and community. Recreating coherent mental narratives of past lives and longing for the “known”, grants comfort and stability.

Mobility

Means of transportations slowly recover as before, but start introducing new offerings to differentiate their services and experiences to match the increased classes gap.

Media

Information are spread through traditional media and word of mouth, with the same attitude as before. Seasoned content is getting upcycled as “new content”, a re-stream of past performances, movies, music.

Home meaning

"Home" it's not connected to a specific space or place: it's the place where feeling wbefore. It’s everywhere “home used to be”, places and people of the recent past that provide a sense of comfort.

Work

Caught between projection towards smart working and nostalgia of human interactions, public spaces and offices are retrofitted or designed to bring people together again.


Money and personal resources are channelled towards an individualistic attitude that drives priorities and planning. What was considered a commodity is back as a prerogative of a few, according to the financial capacity.


NewstalgiaThe New Normality is investing all the efforts to mirror the old one.

Circles of castesPoor vs Wealthy

# NEW BORN EFFECT# FLASHING MELANCHOLIA

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Disguised as a paternalistic leadership where the authoritative position determine what’s best as in a large extended family, leaders hide a defensive attitude not conducive to decisive action, expecting loyalty, obedience and trust in exchange.

Society

Lacking critical thinking and seeking the good opinion of others, the society is driven by an elite that drives all the choices. People are losing individuality and becoming alike, as if they were soldiers of the same army.

Technology

In the immateriality of the digital world, as in real life, technology enable the passive consumer to reach quickly snackable emotions and connect with global and local trends and influencers.


Relationship are weak and ephemeral. Family and friends are not necessarily perceived as trustful sources of suggestions and guidance. Chasing the most popular side is what drives social interactions.

Mobility

Homologation on what is considered cooler to catch will be chosen in favour of personal attitudes (public transportation VS sharing or sustainable solutions)

Media

Social media dominate society, as one of the primary components of the daily life, influencing mass media and contributing to social and digital culture development. Breaking the news is the only way to catch the attention.

Home meaning

The houses look all the same in terms of taste, design and spaces, increasing the sense of standardization and homologation. A place to show off, not to be lived with a deeper meaning.

Work

Spaces are organized and quota accesses are managed. Following the rules without complaints because the majority agrees to the new plans.


The “no brain attitude” of the mass results in mirror behaviours and actions of those considered to be the elite. Shops and places success will be made or broken by their popularity over the likeverse.


InstalandThe New Normality is passively following the rules and go with the flow.

Circles of likesSchool vs Outcast

# MASS AVATARISATION# DIGITAL EPILOGUE# TIMELESS ZONE

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Design for ambition

Differentiate your portfolio consciously

Revamp the idea of past

Turn people into “alphas”

Design for the moment

Distil your pop essence

NEWSTALGIAINSTALAND

Tips to design for the New Normality

Show your effort through data

Take the meaning of trust to the next level

Rethink the concept of community

Imagine no time and space limits

Make users independent

Reinvent the sharing heaven

HIPPIENESS

PAUSITIVE

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Breaking rules is your only compliance. No matter if you are focused on defending your position or attacking a new market, rules should not be taken as pillars of your strategy anymore – those are the starting points from where outsiders will try to get a foot in. Playing on the edge is your best bet to actually get an edge.

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Stillness is killing you softly. To maintain a competitive advantage against the existing competition, as well as the outcast you won’t see coming, companies should have an Agile C-suite.Scattering Agile teams around, too often left running niche projects, won’t be enough.The constant balancing of efficiency and innovation should define the tempoof your strategy.

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Stop pleasing everybody.Start up and outsiders' success is more often than it is recognised due to their extreme focus. Digital attackers and outsiders are small but they attack with consciously surgical precision.They focus on a, sometimes extremely, minimal portfolio of products/services,built on a neatly curated set of features, targeting a specific area of the market and unserved customers.

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Be inherently digital. Literally.Digital literacy should be a mandatory requirement across organisations, you cannot expect to compete by delegating your digital strategy to your digital team or division. Your organisation should be a digital organisation, all your people should think digital first.

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Forget the experience hype.Designing for the experience goes way beyond focusing on the mere definition and design of a shiny new digital channel. Truth is, the market lead of today’s most successful services is built on top of a fully omnichannel solution, able to provide customers centricity at every touchpoint. The most difficult touchpoints to manage are those where no digital interface stands between you and your customers.

Roberta BiancoPartner Deloitte Digital

[email protected]

Alessandro Piana BiancoStrategic and Experience Design Director

[email protected]

Linda CovinoExperience Design Manager

[email protected]

Viola De MarziSenior Service Designer

[email protected]

Anastasiia KuleshovaService Designer

[email protected]

Contacts

The Post Apocalypse Team

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post apocalypse new normality new normality · 2021. 7. 25. · copyright 2020 deloitte digital. 6...

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