Tagged: AI

Discussing QXbD @ II Emotion Tech Forum 2021


Making Tech Human with QXbD

Quality eXperiences by Design

Wednesday, December 1, 10:00 am CET – UTC/GMT +1 hour

II Foro de TECNOLOGÍA EMOCIONAL


Digital solutions are fueling today’s experience economy at a global scale in a constantly evolving landscape with unprecedented speed. The professional design craft is re-emerging not only as an outcome of societal dynamics but, most critically, as a change agent that shapes culture by placing people’s values and quality considerations at the forefront. In this session we will discuss how to innovate with QXbD, Quality eXperiences by Design, jointly with HCAI, Human Centered Artificial Intelligence and Affective Computing for ‘as a Service’ models.

Las soluciones digitales están impulsando la economía de la experiencia actual a escala global en un panorama en constante evolución con una velocidad sin precedentes. El arte del diseño profesional está resurgiendo no solo como resultado de la dinámica social sino, lo que es más crítico, como un agente de cambio que da forma a la cultura al colocar los valores de las personas y las consideraciones de calidad en primer plano. En esta sesión discutiremos cómo innovar con QXbD, Quality eXperiences by Design, junto con HCAI, Human Centered Artificial Intelligence y Affective Computing para modelos “as a Service”.

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Jose de Francisco is the Chief Designer at Nokia Cloud & Network Services, the software leader in the global telecommunications sector, and Head of Nokia’s Chicago Innovation Center, an interdisciplinary R&D facility involving all of the company’s business groups. His professional experience encompasses leadership responsibilities in strategy, design, product management, research, new ventures and marketing. Jose is an award-winning designer and a Distinguished Member (DMTS) of Bell Labs for work on next generation mobile platforms, operations and applications.

José de Francisco es Chief Designer at Nokia Cloud & Network Services, el líder de software en el sector global de las telecomunicaciones, y Head of Nokia´s Chicago Innovation Center, una instalación de I+D interdisciplinaria que involucra a todos los grupos comerciales de la empresa. Su experiencia profesional abarca responsabilidades de liderazgo en estrategia, diseño, gestión de productos, investigación, nuevas empresas y marketing. José es un diseñador galardonado y miembro distinguido (DMTS) de Bell Labs por su trabajo en plataformas, operaciones y aplicaciones móviles de próxima generación.

Design Thinking 2021: Driving AI/ML with QXbD, Quality eXperiences by Design


Join me on Conference Day: Tuesday, September 21 at 1:15 pm.


ABSTRACT

At the time of writhing this, we happen to be immersed in the makings of a brave next normal where everything can be revisited and rethought to be better delivered as a seamless service. The ‘experience economy’ is finally taking hold. This means that a ‘customer-first’ mindset and an unwavering commitment to ‘outstanding quality’ are essential to win hearts and minds because what ‘value’ is (and is not) at any given point of time remains a human consideration informed by our experiences.

Digitalization has not only accelerated beyond expectations during the recent pandemic, but has also furthered the relentless adoption of pervasive communication technologies and AI, Artificial Intelligence, across industries. Given the exponential rise of autonomous systems that can enable on-demand self-service coupled with instant mass customization… the more we digitize, the greater the reach and, therefore, the more pressing the need to excel at Human Centered AI with moral imagination and creative confidence.


BIO

Jose de Francisco is the Chief Designer at Nokia CNS, Cloud & Network Services, and Co-Head of Nokia’s Chicago Innovation Center, a leading R&D facility integrating all of the company’s business groups. His professional experience encompasses interdisciplinary leadership responsibilities in strategy, product management, research, design, new ventures and marketing.

Award-winning designer and a Distinguished Member (DMTS) of Bell Labs for work on next generation mobile platforms and applications, Jose holds several active patents and an extensive design portfolio featuring 20+ brands. He has served with the Advisory Boards for MIT’s Institute of Data, Systems and Society (IDSS) and Illinois Tech’s Entrepreneurship Center. Jose is currently engaged with Design & Innovation Global, the think tank behind the premier Design Thinking conference series in the United States and is a core team member of TM Forum’s DMM (Digital Maturity Model) and DOT (Digital Organizational Transformation) projects.

Holds several professional certificates in Design and Data Science from MIT, earned an MBA in International Marketing and Finance from Chicago’s DePaul University as a Honeywell Europe Be Brilliant Scholar, and is the recipient of postgraduate degrees in Human Factors Engineering and Business Administration from BarcelonaTech (UPC) and Ireland’s University College Dublin (UCD) respectively. He started his academic life in the Industrial Design program of Barcelona’s Massana Art & Design Center as an Epson Scholar.

Passionate about innovating to create new value, Jose co-authored the ‘Human Factors Engineering Manifesto’ and believes in the exceptional value that comes with consistently delivering ‘Quality Experiences by Design’ (QXbD.) His endeavors can be followed on innovarista.org.


Nokia on Design Thinking, AI and starting with what users need


“Any organization that wants to deliver targeted, personalized services and experiences needs to understand its customers inside and out: their wants, wishes, behaviors and attitudes.”

“These days, the data to develop that understanding is abundantly available. The challenge is to extract meaningful customer insights from it and convert those insights into actions.”

“By combining the principles of Design Thinking with the power of Artificial Intelligence (AI), CIOs have the tools to solve that problem and deliver powerful business results for their organizations.”



Design Thinking, AI and starting with what users need” was just released this past October 15. The full article is available on CIODIVE, which I am proud to co-sign with Santeri Jussila, Head of Analytics Product Line at Nokia Software. Also thanks to Nokia’s own Patty Wong, Malla Poikela, Araceli del Rio and Marcelo Fabri. What follows is some additional color commentary and additional insights.


Reviewed on Sunday, October 20.

Design visions in the making.

I truly believe that these are exciting times. Often enough we recall and discuss visions conceived decades ago. We marvel about our predecessors’ foresight. Then we wonder about what’s actually truly new these days as we reach the magical 2020 time horizon: are we still innovating or just rehashing old concepts? Besides, what is the meaning of “real” and “true” in what the Oxford Dictionary defines as the post-truth era?

The fact is that a reality check unveils a thriving ecosystem economy where a number of the bits-&-pieces that any of us need to innovate with are coming together. Better yet, this is also happening at accelerated speeds and cost effective levels. In turn, Design Thinking is fostering new foresight around the possibilities ahead… basically, new visions in the making.


There is more to 5G.

As shared in the CIODIVE article, 5G has become a galvanizing technology. 5G goes well beyond radio optimization outpacing what 4G and earlier wireless systems had to offer. To be more specific: we are intersecting: lightspeed networking, scalable virtualizaiton, dynamic software defined instruments and systems, actionable analytics, agile automation… and new levels of programmability, all equipped with unprecedented intelligence.

Speaking of intelligence, the best that cybernetics has to offer comes in the form of context-aware and always-learning systems optmizing for exploration, decisioning and control. Their growth and high performance are driven by adaptive closed feedback-loop workflows, which entail both, human and machine smarts.


Fast evolving HMS, Human Machine Systems.

We all know and, nonetheless, history keeps reminding us that technical prowess alone does not suffice. At Nokia’s Venture Studio we are working on outcome-oriented HMS, Human-Machine-Systems.

This is why we purposely focus on usefulness, utillity, usability and affectivity values. In our line of work, Human Centered Design (HCD) and Human Factors Engineering (HFE) make a compelling difference.



Our thinking behind the design of Human-Machine-Systems is that they should be conceived and stress-tested for effectiveness (e.g. getting the job done, delivering meaningful results) and efficiency (e.g. optimizing resource utilization levels, maximizing value) as well as getting only smarter iteration after iteration, cycle after cycle.


Nokia Venture Studio.

Delivering High Performance Environments (HPE) and Quality Experiences by Design (QXbD) inform our Studio’s meta-methodology, lead to fluid practices and, equally important, signal a distinctive creative workstyle.



Digitizing the Digitalization Era.

It does not hurt to state the obvious: digitalization is now pervasive. Following that train of thought, digitalization also means both on-demand lightspeed consumption and instant mass personalization.

It means democratizing tech so that the digital divide becomes a thing of the past and no-one is left behind. It means self-service empowerment and curated expert services as needed.

It means scaling at speed and greater scope than ever before. It means clever centralization to leverage shared resource pools and operational efficiencies. And it means even smarter and highly dynamic decentralization as we get closer to the end user and effectively optimize on the basis of the experience economy. This is a hybrid world in permanent motion with any “thing” (and anything) is provided as a service, anywhere, anytime. Watch for ripple effects.


Digital Services by Design.

From a Service Design standpoint, the backstage’s operational experience entails painstaking work on: redefining success and outomes, job re-design, process re-engineering, and setting the state-of-the-art. Addressing these happens to be critical success factors.

I will be more specific. DTV, Design to Value, now means that we need to design and gear up for signature experiences. These register delight, rather than just conforming to yesteryear’s cookie cutter market segmentation and just aiming to “satisfy.” We are going past “segmentation” and “personas” to better act on “persona-lization” – segment-of-one in other words.

Digitalization’s paradoxes are here and in full force: (1) we are purposely shifting the “new normal” by creating opportunities to pleasantly “surprise and differentiate” rather that just normalize, standarize and penalize deviation or outliers; (2) the more we talk about extreme automation and zero touch systems, the more (not the less) humans (and a more diverse population) gets to interact with sophisticated systems otherwise formerly restricted to domain experts and obscure fields.



Designing for “digital transparency” brings you user friendly self-service, recsys (recommender systems) affective computing and xAI, Explainable Artificial Intelligence, just to name a few examples. We can now design for the senses and do that by engaging in natural language and with immersive and interative infographic visualization.

As Arthur C. Clark’s third law stated: “any sufficiently advanced technology is indistiguishable from magic.” Also bear in mind that his second law was: “the only way of discovering the limits of the possible is to venture into the impossible.”



It’s about culture…

At Nokia’s Venture Studio, our work and craftsmanship is the product of a thriving culture, one that we are also consciously influencing and shaping (think Escher’s Drawing Hands) to adequately foster human possibilities.