“Argyle Executive Forum is bringing together senior digital & IT executives from a variety of industry verticals for our biannual CIO Chicago Forum. Throughout a full day of content and networking, we will focus on the most pressing issues facing IT executives with regards to leading the business through digital transformation, with an agenda geared specifically towards Chief Information officers, Chief Data Officers, Chief Digital Officers, as well as Data/ Analytics/MIS VPs, Directors, and Architects in a leading role.
It is worth noticing that this event featured partners who we work with such as HP Enterprise, Thought Leader Sponsor, and IBM, Breakout Session Sponsor.
That talks to the criticality of collaborative undertakings as Digital Transformation becomes a pressing objective across industries, academia, public service and government sectors.
What follows is my notes and personal insights. While all the sessions and discussions were quite relevant, I would like to highlight the opening keynote, which set the tone and narrative of the event.
James P. MacLennan, SVP & CIO at IDEX, discussed “The Five Components of a Great Digital Strategy,” which addressed the fact that “Design Thinking”, “Human Factors” and a collaborative culture involving interdisciplinary workstyles and “Great Teams” have become of the essence.
Moreover, he stated that “a Digital Business” will only succeed when it understands hot to connect with people.” The “human element” and, therefore, “people centered” strategies turn out to be critical success factors.
I would like to add that this entails engineering a continuum of (a) stakeholders, who are all human personas by definition, and to do so across (b) UX (user experience) and CX (customer experience) domains.
This job takes (c) a holistic understanding of customer facing (front end) and resource facing (back end) elements forming a coherent end-to-end system. Otherwise, operational fragmentation will take a toll and will deny the intended DX benefits.
James’ presentation displayed the convoluted UI (user interface) shown in this picture to illustrate the paradox of well intended yet counterproductive implementations that negate transformation initiatives.
Here is another valuable insight coming out of Argyle’s Executive Forum: information technologies (IT) and tech and processes for operations cannot longer be worlds apart, which demands superb cross-functional teamwork.
Cognitive overload, deficient information architecture, and poor usability translates into: human error, risk aversion, costly budget overruns, missing or deviating from goals, so on and so forth.
Any and all of these issues combined can be silently impacting quality or, simply, just lowering the bar for a business to get through noisy and cluttered operational environments. That is hardly the stuff that operational excellence calls for.
Obviously, in the context of CX, customer satisfaction becomes harder and harder to attain and, more specifically, to get that effectively done in a consistent fashion.
Predictability and consistency are key objectives for any Quality Management program. If that scenario alone wasn’t troublesome enough, Customer Delight (rather than just satisfying agreed upon requirements) is Design Thinking’s ultimate performance indicator, which commands a premium clearly beyond reach under those circumstances.
Quality management wise, “satisfaction” is the fulfilment of expected specifications while “delight” is about great pleasure, or great satisfaction if you will. “Satisfaction” can be rationalized and is the acceptance ticket to be in business. “Delight” accounts for human affects (emotions) and is a powerful source of differentiation. Those who think that’s just about splitting hairs should take a pause and think twice because DX is set to enable game changing experiences on all counts and fronts.
Thoughtout the forum and session after session, Jim’s “Design for Humans” principle gained more and more critical mass as presenters and panelists discussed the reasons why we should be mindful of the user journey and how to best improve all touch points along the way.
In one of the panel discussions this became even more evident when the question on aligning people, processes and technologies pointed to difficult prioritization exercises. Note that there was immediate consensus on the need for putting people first and humanizing technology and processes by applying Design Thinking, a human centered methodology that is corner stone to the job of creative technologists.
That means projects that are driven by clear missions and specific experiential outcomes and lifecycles (Goal Directed Design) rather than just an I/O approach. It also means rapid experience prototyping and A/B multivariate testing to explore possibilities since Design Thinking is a serial innovation engine.
Chicago’s NPR station aired a rerun of “The Power of Design” this past weekend. The discussion was centered on “How Can We Design For A Better Experience.”
By the way, TED’s acronym actually stands for the convergence of Technology, Entertainment and… Design.
Interview with Tony Fadell, one of the main designers of the iPod (Apple) and founder of Nest (Google).
“Design begins by also noticing all those little problems that many ignore (…) we we though our lives accepting these design flaws that actually don’t improve our lives.”
“Steve Jobs challenged us to see our products through the eyes of the customer, the new customer, the one that has fears and possible frustrations, and hopes and exhilaration that the new technology can work straight away for them. He called it “staying beginners” and wanted to make sure that we focused on those tiny little details to make things work faster and seamless for the new customers.”
“There is this positive emotional momentum that builds on itself at each step of the process (…) when you hit a brick wall you loose all the momentum (…) and though away an entire great experience.”
“There are to halves to design, just as there are two halves to your brain, the emotional part and the rational part. If you want people to truly adopt your product it has to have an emotional component, something that grabs you (…) that unlocks your curiosity, it also needs to rationally work (…) because people see value beyond the sexiness.”
Interview with Joe Gebbia, Airbnb cofounder.
“Any time that you see duct tape in the world, that’s a design opportunity (…) it’s an indicator that something is broken, that something did not perform the way it was design to and that there is an opportunity to improve it.”
“Design is the key to (Airbnb) success (…) and as a competitive advantage, design is thing that can separate you (…) the next thing that can differentiate you. All things being equal, two comparable products side by side with the same technical features and components… you will be crazy to choose the one that is harder to use.”
“Airbnb’s design decisions not only made the service easy to use but it helped millions of complete estrangers trust each other (…) and open their homes (…) design is more than the look and feel of something, it is the whole experience.”
“The debate surrounding digitalization has gained increased practical importance […] changes in business approaches, opportunities for organizations in operational and business process development, with effect on the internal and external efficiency of IT.”
“When planning for digital transformation, organizations must factor the cultural changes they’ll confront as workers and organizational leaders adjust to adopting and relying on unfamiliar technologies.”
“Digital transformation has created unique marketplace challenges and opportunities, as organizations must contend with nimble competitors who take advantage of the low barrier to entry that technology provides.”
“Additionally, due to the high importance given today to technology and the widespread use of it, the implications of digitalization for revenues, profits and opportunities have a dramatic upside potential.”
Updated links on Nov 11 2017
2017 – NOKIA LEAN OPS DSS – DECISION SUPPORT SYSTEM
5 minute intro: restricted access
15 minute demo session: https://youtu.be/W0MZeY70ZeE
20 min talk: restricted access
2016 – NOKIA LEAN OPS – IMMERSIVE DATAVIZ & “AUTONOMATION”
3 minute introduction: https://networks.nokia.com/videos/nfv-operations-keep-it-lean
15+ minute demo session: https://networks.nokia.com/videos/lean-nfv-operations-mwc-16
2015 – DIGITAL OPERATIONAL TRANSFORMATION WITH LEAN OPS
10+ minute demo session: restricted
20+ minute deep dive: https://youtu.be/TQEtgpEi5Mc
60 min webinar: https://www.brighttalk.com/webcast/6985/172207
90 min webinar: registration required
2013 – REDEFING LEAN FOR THE CLOUD AGE
5 minute interview – processing
2008 – DIGITAL EXPERIENCES
4 min day-in-the-life “emerging experiences” -Millennial Zoe: https://youtu.be/BDE6XSPHv6c
4 min day-in-the-life “forward looking concepts” -GenX Ethan: https://youtu.be/eX0Qm49RU_0
I need to spend some time locating and reviewing videos discussing other projects that I have been involved in for Mixed Reality (MR), Mobile Edge Computing (MEC), Interactive Mobile Media, Commuting Vehicles, and the Internet of Collaborative Robotics… and will share them in future updates.
This is just a quick note to share that I’m planning to attend the following forums on Digital Transformation, Customer Experience and Big Data in Chicago. Let me know if you will be there and let’s plan to meet. Thanks to Argyle’s team for their kind invitations.
See you there : )
Thanking Troy Henikoff for a recent1871 walk-thru, which I joined as part of an MIT delegation. We first met at Techstars Demo Day back in 2014. Three years have gone by since, Troy is now a Managing Director with Math Venture Partners, an early to growth-stage fund focusing on entrepreneurial undertakings featuring “an unfair advantage in acquiring and retaining customers to produce outsized returns.” Here is a sample of Math’s portfolio.
1871 is a digital startup incubator and is positioned as Chicago’s premier center for entrepreneurship in the tech sector. Techstars is a startup accelerator and, as pointed out above, Math Venture Partners is an investment firm.
Long story short, 1871 is first and foremost optimized as a community environment. The underlying supporting framework provides collaborative workspaces, training focusing on design, technology and business, which includes senior mentorship, incubators and accelerators. All of these opportunities are available following the under-one-roof collocation practice downtown Chicago.
“What is 1871? The story of the Great Chicago Fire of 1871 isn’t really about the fire. It’s about what happened next: A remarkable moment when the most brilliant engineers, architects and inventors came together to build a new city. Their innovations — born of passion and practical ingenuity — shaped not just Chicago, but the modern world. What started 140 years ago continues to this day. Come to a place where you can share ideas, make mistakes, work hard, build your business and, with a little luck, change the world.” – 1871
Matter is 1871’s neighbor and Chicago’s healthcare startup incubator. As shared in this Chicago Tribune’s article, Chicago has major hospitals, medical schools, pharmaceutical and device companies, a powerful healthcare hub which Matter seeks to galvanize by supporting entrepreneurial initiatives and innovative tech.
Chicago’s area is also home to leading institutions such as University of Chicago, Northwestern University, Loyola University Chicago, The Illinois Institute of Technology, and DePaul University just to name a few. So, academia and industry intersect to take advantage of talent and business opportunities.
My personal interest in environments such as 1871 has to do with a “give & take” experience. Born in Hispania and back in the distant Roman times, Seneca the Younger believed that we are learning even more when we share knowledge that we might already posses. Basically, he was talking about Human Factors and Information Interaction: a virtuous feedback loop kicks in when we strive to articulate thoughts and structure conceptual frameworks to better convey insights. That, in turn, springs new thoughts.
I pride myself about having developed a mix of creative and in-depth expertise on innovation practices thanks to a fortunate interdisciplinary career spanning 20+ years already. That personal belief is backed by specific achievements and, admittedly, some disappointments, both having delivered teachable moments worth reflecting upon.
So, in a “give and take” scenario, my “giving” has to do with sharing know-how and synthesizing relevant advice to entrepreneurs, which I have been able to provide by joining Dr. Moises Goldman’s 1871 mentoring sessions on several occasions.
Going back to Seneca the Younger’s thinking, in exchange for volunteering my time (and whichever insights I can provide) I always get to “take” away valuable experiences back home with me such as:
(1) a sense of great satisfaction and fulfillment that comes from helping others in a meaningful way,
(2) a contagious entrepreneurial spirit that one can instinctively embrace in discussions driven by passion and determination,
(3) their combined positive impact in my own work since they re-energize my thoughts and goals.
My grandma used to remind me about a Spanish saying that translates into “tell me who you walk with and I’ll tell you who you are,” which might equate to “birds of feather flock together” in English. In any case, and leveraging Human Factors again, social and professional networks can be graphically depicted by nodes (individuals) and links (relationships), which can carry information such as reputation and influence levels, as well as information dissemination paths. So, I’m glad to count those who I interact with at 1841 as part of my network and can only hope that this is a mutually beneficial relationship.