Easy Does It: designing effortless experiences


Customers don’t want to work hard when they are engaging with enterprises on service issues. They are also more likely to be loyal to organisations which makes things easy for them. This workshop will look at:

  • The 3’U’s of technology adoption: why people adopt technologies in the first place – and how “easy” plays a part
  • How to effectively measure easy and tie it into business strategy
  • How to build an easy mindset into the design of new technologies

Dr Nicola Millard has been with BT since 1990. She has done a number of jobs around the BT business, including research, user interface design, customer service & business consulting. She was involved with a number of BT “firsts”, including the first application of AI into BT’s call centres, BT’s initial experiments with home working and developing new ways to measure customer experience.

Dr Nicola Millard heads up Customer Insight & Futures in BT’s Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try & anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). 

Nicola is also an award-winning presenter, with 2 TED talks & hundreds of conference panel, chair & keynote sessions under her belt. She regularly pops up on radio and TV around the world, including appearances on ‘Woman’s Hour’, ‘Tech Tent’, ‘The Genius of Invention’ & ‘Back in Time for the Weekend’ for the BBC.