Delivering the Digital Age Anytime, Anywhere through AI: Tactics for Product and Technology Innovators
- Deborah Nas
- Jun 20
- 3 min read
The boundaries of when, where, and how we access services and information are continually expanding. Modern consumers’ expectations increasingly reflect this push to cater to "anytime, anywhere" access. This article will explore tactics to enhance accessibility and convenience, leveraging the latest in AI and digital innovation.
Any Time
The digital transformation has ushered in an age where services are expected to be available around the clock. Automation and AI play pivotal roles in achieving this, removing the traditional constraints of business hours and geographical limitations. Consider AI-driven chatbots integrated into websites and mobile apps, providing immediate customer service responses, booking assistance, and even personalized shopping recommendations at any hour, thereby enhancing the customer experience significantly. The capabilities of advanced chatbots are impressive. Klarna announced that its AI assistant powered by OpenAI, in its first month of operation, had 2.3 million conversations equalling two-thirds of Klarna’s customer service chats. It did the equivalent work of 700 full-time agents while being on par with human agents in regard to the customer satisfaction score and offering a more accurate in errand resolution, leading to a 25% drop in repeat inquiries.
Any Where
The rise of digital platforms has blurred geographical boundaries, enabling businesses to offer consistent and seamless experiences worldwide. Location-based services, powered by GPS and AI, tailor the user experience to local languages, currencies, and cultural nuances. For example, Guide Geek is an AI travel assistant powered through Whatsapp and Instagram. Users text Guide Geek details about their travel and it responds instantly with curated recommendations and insights anywhere in the world.
Any Device
The modern omnichannel landscape requires a seamless transition between devices, from smartphones to laptops to smart home devices. Cloud technologies and responsive design principles enable users to start a task on one device and finish it on another without losing progress. A fitness app, such as Apple Health, can track a workout on a wearable device, update progress on a smartphone in real time, and allow deeper analysis and goal setting on a laptop, all while maintaining a consistent and intuitive user interface across platforms.
On and Offline
While online services offer unparalleled convenience, the reality of intermittent internet access in some regions necessitates offline capabilities. Services like AI-powered Google Translate allow users to download languages to their smartphone, enabling offline use. While not all functionality may be accessible, users are enabled to continue to use it for translation without interruption, regardless of connectivity.
DIY Solutions
The democratization of technology has empowered users to undertake tasks that once required specialists. AI and machine learning algorithms have paved the way for apps that offer self-diagnosing applications that are poised to revolutionize the healthcare industry. For example, SkinVision helps users to track and understand which moles may carry a risk for skin cancer. The service is enabled via a mobile app that allows the user to take pictures and makes recommendations when a medical specialist may need to be contacted. These solutions put control in the users' hands, allowing them to make informed decisions on their terms.
Dos and Don’ts for Anytime, Anywhere
🗺️ Ensure End-to-End Journey Support: Design your service to support the user from the initial contact through to completion, regardless of time, location, or device.
🌐 Promote Omnichannel Fluidity: Allow users to fluidly switch between channels without losing context or progress, providing a cohesive experience that integrates physical and digital touchpoints.
📍 Adhere to Local Regulations: Be cognizant of and comply with local privacy laws and regulatory frameworks, ensuring user trust and service legality.
📲 Optimize for Device Diversity: Tailor your interface for the unique features and use cases of each device, while maintaining the core attributes of your brand’s user experience.
In crafting services and products for today's ever-connected, ever-demanding consumers, the focus must be on flexibility, accessibility, and personalization. By leveraging AI, cloud services, and responsive design, innovators can meet and exceed the expectations of users, offering them the freedom to interact with services on their terms, anytime, anywhere, and on any device.
This article is is part of a series of 24 articles sharing practical, actionable tips on how to design tech products that people don't just use, but love. The articles build on the world’s leading design methods for designing successful tech products, as described in the book “Design Things that Make Sense”. Visit www.designthingsthatmakesense.com to learn more or download the free toolkit.
