1. You, yourself as customer
Paul Tasker
HAT Data Exchange (HATDeX)
T: +44(0)
ESRC You Yourself as Customer

2. Servitization Adding service to product – rooted in GD-Logic
Adopting SD-Logic – customer integrated / “true service”?
Complex Service Systems and
Consumer Services
ESRC You Yourself as Customer

3. The Internet of Things? “Things” connected to the Internet
Little interconnectivity – the “things” don’t talk to each other
But not an Internet of Things – yet
Devices providing lots of data – about us – to manufacturers?
But we have little visibility of this – no sense of our “digital self”
Need to put the consumer at the center
ESRC You Yourself as Customer

4. Customer service
B2C / retail adding customer services – like servitized manufacturers
Club cards
Smart meters
Not engaging with the customer, not putting the customer at the center because there is no context to the consumption
Don’t empower the customer in any real way
…. HAT can help
ESRC You Yourself as Customer

5. HAT – the Hub-of-All-Things
A £1.2m RCUK research programme at WMG and five others
To create a new multi-sided market in personal data – “the HAT”
Powered by the HAT platform technology
A database schema, APIs and “hyper-data browser”
Allows an individual to collect / control / re-combine / contexturalize / share personal data in a privacy-preserving way
Individuals can “see” all their personal data together, organize it, and permit others to share it
ESRC You Yourself as Customer

6. The HAT marketplace
The HAT technology puts individuals at the center of their devices, and the way in which they use their data on the Internet
Combining data from any “silo’d source”
It provides a clear view of your “digital self”
Putting consumption and needs, or wants in context
HAT provides:
Individuals with opportunities dealing with firms, and
Firms with new market opportunities
HAT puts the individual consumer, and the use-value he demands, at the centre of the firm’s business model
ESRC You Yourself as Customer

7. Putting the customer at the centre
The HAT empowers individuals to “reclaim their data”
It puts their data in their life context – or use-value
Enables intent casting
Innovative firms will develop opportunities based on new customer-centric business models – “true service” rather than “customer services”
Also enables new opportunities for crowd-sourced information and analytics for societal benefit
ESRC You Yourself as Customer

8. HATDeX mission
To enable roll-out of HAT personal data platforms to many individuals, to rapidly create a very large ecosystem
HATDeX is the operational arm of the HAT Foundation, established as a social enterprise dedicated to empowering people everywhere to reclaim their data
Working with “platform partners” to do this. Initially
EnableiD
NogginAsia
Launching at The Shard on 16th February
ESRC You Yourself as Customer

9. but back to “complex service systems”
HAT provides the technology and protocols to put individuals at the centre of consumer services
Provides a “glue” transforming “things on the internet” to an “internet of things” with the individual at the centre
One of the issues with large-scale servitized manufacturing is with sharing (sufficient) proprietary information across the service network
Some moves to deal with this through large scale – third party “confidential” data and analytics warehouses
Perhaps we just need a HAT?
ESRC You Yourself as Customer