Tagged: Human Systems Integration

NOKIA HFE18 Conference (2) GI: Genuine Intelligence


Every once in a while we get to experience Murphy’s (dreaded) Law. This time around that had to do with stability issues with a media webcasting platform. We are now working on rescheduling NOKIA HFE18 under a different format. In parallel, we are also kicking off planning for HFE19… and we will take full advantage of lessons learned.


HFE18 Banner

Ref: Nokia HFE18 Conference (1) #MakeTechHuman


We regret any inconvenience that this eleventh hour change in plans might cause, and remain extremely grateful to both speakers and volunteers who have already invested time and efforts, which should not go to waste.

In the meantime, I’d like to volunteer just a handful of insights on the session that I was scheduled for and, therefore, keep the discussion going. The objective is to further improve what’s already available and allow for an even better session when we get to reconvene. Here is my session’s abstract to begin with.


THE SOFT & HARD NATURE OF ANYTHING DIGITAL

“Our quest to deliver productivity tools yielding operational excellence for DSPs, Digital Service Providers leads to the design of signature experiences by innovating in the process.”

“The Studio at Nokia Software’s Solutions Engineering is set to work with deceptively simple techniques and elegant sophistication… because neither oversimplification nor self-defeating complexity allow end-to-end systems to efficiently operate at digital speed and global scale.”

“This discussion intersects the soft and hard natures of dynamic systems by modeling Human Machine Systems (HMS) and the design of cybernetics. This practice focuses on critical success factors for the early acceptance and broader adoption of emerging technologies.”

“The work at the Studio embraces a renewed approach to QbD, Quality by Design, which is set to left-shift and unveil instrumental considerations at early design stages. The result is Nokia Studio’s QXbD, Quality Experiences by Design, optimizing for customer delight rather than table-stakes customer satisfaction.”


GI4HMS Jose de Francisco


NI – WHAT IS NATURAL INTELLIGENCE? At the time of writing this, we humans possess NI, Natural Intelligence. NI involves naturally developed cognitive functions and models leveraged by the sort of biological beings, which humans happen to be. Intelligence (a) captures, (b) generates, (c) applies and (d) evolves knowledge. Our individual and collective brainpower can be gauged in terms of (e) skills and (f) talent levels, jointly with an understanding of (g) the underlying decisioning process and (h) our perceived experiences in context.


AI – WHAT IS ARTIFICIAL INTELLIGENCE? Intelligence that is not naturally occurring, simulated knowledge in other words. This is generated by programmable artifacts consuming, processing and producing data under closed loop models. Whether working with individual or networked machine intelligence, there is neither information derived from mindfulness nor the type of general purpose sense making that match those of the human experience. The year is 2018… and that’s where state of the art is today.


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GI – WHAT IS GENUINE INTELLIGENCE? Earlier in the year I introduced this topic at Design Thinking 2018 (plenary session) and at IEEE Emerging Technologies Roundtable (invitation only workshop.) Coincidentally, both were held in Austin, TX, back in May. I proposed thinking about GI as the outcome of NI powered by AI.

By the way, “genuine” means acting in bonafide. To be clearer: with honesty and without the intention to deceive. Given the trade-offs (pros and cons) that NI and AI bring to the table, GI gets us a step closer to productive bonafide systems.

GI is, therefore, the outcome of purposely crafting optimal technology solutions that augment human possibilities. This is addressed by Human Factors Engineering interdisciplinary science given HFE’s holistic approach and focus on value driven Human-Machine-Systems, HMS.

Quick side note: those of you into Lean and Lean Six Sigma can approach this topic with Jikoda (autonomation.) Ditto for anyone working on Human-in-the-Loop Computing, Affective Computing, RecSys (Recommender Systems,) Human Dynamics and Process Mining with Machine Learning or, better yet, xAI, Explainable Artificial Intelligence.


DDESS Nokia Studio


DDESS – The most tangible design work entails the delivery of DDESS, Digital Decision & Execution Support Systems. This is where GI gets interesting because we need to apply new optics to take a fresh look at what Operational Excellence is (and is not) moving forward.

In a nutshell DDESS’ purpose is to reveal and inform decisions and to make decisions, all in context. But, I will pause here as this topic will be better covered in subsequent posts… just one more thought: DDESS addresses decision support for (NI) humans, (AI) machines, and (GI) human-machine systems. Coming to terms with that one insight alone becomes a critical success factor.


Some other thought… it turns out that, in today’s day and age, projects that are techno-centric heavy only succeed a fraction of the time, 10% or so by some estimates. Selective memories tend to focus and celebrate the 10% that make it… but that is a terrible ROI, Return on Investment, which inflicts (1) severe technical debt, (2) latency costs in systems engineering and (3) a huge opportunity cost as funding and good efforts could have been put to work for more productive endeavours.

By many other well documented and more recent accounts, HCD, Human Centered Design, happens to flip that ratio as designers are obsessed with optimizing for user acceptance and frictionless adoption from day one. HFE takes painstaking work on purposeful and value driven technological solutions where a smart combination of Outside-IN-innovation and Inside-OUT-ingenuity happens to make all the difference.

 

Nokia HFE18 Annual Conference (1) #MakeTechHuman


We are gearing up for NOKIA HFE, our annual conference focusing on that it takes to create technologies that deliver unique value by optimizing for early user acceptance and broader adoption.

Human Centered Design (HCD) is the practice addressing the users journeys and technology lifecycles. Human Factors Engineering’s (HFE’s) is the holistic and interdisciplinary science focusing on optimal technological solutions that #MakeTechHuman, which intersects psychological, physiological and sociological factors.



BEING DIGITAL is this year’s theme. As shared in the above brochure, Bell Labs’ Claude Shannon, the father of information theory, first addressed the meaning of “bit” in his landmark paper published in 1948. Just a year earlier, John Karlin, a fellow Bell Labs pioneer, set up the first Human Factors Engineering department in industry. Their combined effort set the stage for today’s digital experiences.

More than seven decades later we get together to explore what “being digital” is now about. This year’s discussion takes place in the context of game changing and pervasive “Digital Transformation” initiatives across industry and public sectors.


CHi RYAN

Chirryl-Lee Ryan is Idean’s Head of Studio in New York, and this year’s keynote speaker.

Chi is an transdisciplinary design practitioner, writer, speaker, coach, and leader, specializing in experience design. Chi believes that design can help everyone live better, happier lives, and to do so, she merges different design disciplines to produce radical outcomes for humans – and humanity.

As Head of Studio at Idean, a global experience design company, Chi evangelizes a mantra of endless curiosity, fearless execution, and purposeful impact, and as host of the This is HCD Podcast, she is creating a continuous conversation about the future of design. Chi’s goal is to arm as many people as possible with the skills, tools, and confidence they need to create the change they want to see in the world.


Dan Kraemer

HOW TO PROTOTYPE A NEW DIGITAL BUSINESS

“Through the lens of his recent work in guiding leading global companies through digital transformation initiatives, IA Collaborative Founder and Chief Design Officer Dan Kraemer will discuss how to bring a Design Thinking approach to digital innovation – specifically, how to combine user experience, emerging technologies and profit models to prototype entirely new and sustainable digital businesses.”

As Founder and Chief Design Officer at global design and innovation consultancy IA Collaborative, Dan Kraemer is an internationally recognized brand, product, interactive and architectural experience designer who works with some of the world’s most successful companies and brands – including Johnson & Johnson, United Airlines, Samsung, GE, Nike, and Hyatt. Dan leads IA Collaborative’s multidisciplinary design team to identify unseen human needs, frame breakthrough opportunities and drive systemic solutions to commercialization.

His work has been recognized by the International Design Excellence (IDEA) Awards, GOOD DESIGN™ Awards, the Red Dot International Design Awards, the iF World Design Awards and the Design Intelligence Awards. Dan’s work has been featured by Wired, Fast Company, Forbes, the BBC, Branding Magazine and Innovation Magazine, and he is a frequent lecturer on the national and international stage.


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THE SOFT & HARD NATURE OF ANYTHING DIGITAL

“Our quest to deliver productivity tools yielding operational excellence for DSPs, Digital Service Providers leads to the design of signature experiences by innovating in the process.”

“The Studio at Nokia Software’s Solutions Engineering is set to work with deceptively simple techniques and elegant sophistication… because neither oversimplification nor self-defeating complexity allow end-to-end systems to efficiently operate at digital speed and global scale.”

“This discussion intersects the soft and hard natures of dynamic systems by modeling Human Machine Systems (HMS) and the design of cybernetics. This practice focuses on critical success factors for the early acceptance and broader adoption of emerging technologies.”

“The work at the Studio embraces a renewed approach to QbD, Quality by Design, which is set to left-shift and unveil instrumental considerations at early design stages. The result is Nokia Studio’s QXbD, Quality Experiences by Design, optimizing for customer delight rather than table-stakes customer satisfaction.”

Jose de Francisco is a Senior Creative Director at Nokia Software Group. His 20+ year experience encompasses global award-winning projects that entail multi-disciplinary leadership responsibilities. Jose is a Distinguished Member of Technical Staff (DMTS) and has worked with Bell Labs on next generation platforms for mobile networks.

He is a Member of the Advisory Board at MIT’s Institute for Data Systems and Society (IDSS) and is the recipient of an MBA in International Marketing and Finance (MBA/IMF) from Chicago’s DePaul University as a Honeywell Europe Be Brilliant Scholar. Jose also holds a postgraduate degree in Human Factors Engineering from BarcelonaTech (UPC) and developed his passion for innovation at Massana Art &Design Center’s Industrial Design program. His thoughts and endeavours can be followed on innovarista.org.


JC Grubbs

DON’T BE DIGITAL

“The motivation to make our businesses more digital often cause us to miss the mark. Business transformation, and “being digital”, isn’t about technology, it’s about becoming more human.”

“In this presentation I’d like to share what I believe should be the driving forces for any company in this era of technology, data, and sometimes noise. Together let’s explore how we translate our humanity into the things we create.”

JC Grubbs is the CEO and founder of DevMynd, a strategy, design, and custom technology firm in Chicago and San Francisco. He has spent his career working to improve the way that technology is designed, built, and delivered. With a focus on human-centered and inclusive design, his company has worked to solve meaningful challenges for organizations like the Department of Defense, Motorola Solutions, Verizon, and AbbVie.


Iana Kouris

EMPLOYEE EXPERIENCE

“Employee experience (EX) is recognized as a key competitive advantage and a prerequisite to deliver outstanding user experience (UX) and customer experience (CX). Companies that invest in EX outperform those that don’t in terms of financial and operational results.”

“Together with Human Resources (HR) colleagues, we have embarked on a journey to make HR our Chief Employee Experience Office. We are applying a Service Design approach, which is revealing human-centered perspectives as we look into our processes and tools from the employee & line manager point of view.”

“User interviews and workshops identified key pain points and game-changing ideas to take EX to new levels: aadequate digital channels and user interfaces are of the essence. The question that we are currently working on and will openly discuss in this session is: “how might we provide the most insightful & engaging digital experience to further personal & career development?”

As a Design Lead at Nokia, I am driving design-led transformation across the company by applying design approach to management and technology challenges. I believe that design is and will remain central for our future, infusing human focus, accelerating learning and fostering collaboration. I have 10+ years of experience in business and creative roles in Telecommunication, High Tech and management consulting, including 5+ years with McKinsey & Company Inc. My education background spans between Business, Mathematics, Philosophy, Fine Arts and Music.


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HFE18 - Nokia Chicago Tech Center


Nokia HFE Talk Series


NOKIA HFE18 Credits

Tim Goldrein on Behavioral Sciences and Breakthrough Innovation at Nokia’s Chicago Technology Center, May 8


“Innovation is a risky business and the failure rate is high. Traditional approaches to consumer research may exacerbate the problem. There are many shortcomings with traditional research approaches, and one of the main ones is that data collection focuses on what people say they do, rather than on what is actually driving behavior.”Behavioral Science – Do people do what they say will do? by Innovia.


imageI would like to thank Tim Goldrein for accepting my invitation to discuss the impact of Human Factors in tech innovation with our Solutions team in the Applications & Analytics Group.

Tim works for Innovia Technology and will be visiting Nokia’s Chicago Technology Center, Naperville Campus, on Monday, May 8. He is a physicist from University of Cambridge, UK, with a research background on ballistics who has spent the past 15 years addressing human factors led innovation.

Tim will share insights from recent projects as well as highlights of work done for Nokia back in 2003. About 15 years have gone by and he will conduct a retrospective to unveil who ended up implementing those concepts in today’s market.


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Post May 8 Session Notes –  Tim’s talk covered the need for gaining a deeper understanding of people as both individuals and collectives to best inform the design of new products, services and business models. Tim emphasized the value of a holistic approach to problem solving and a focus on behavioral drives. He stated that conventional research solely looking at attitudes and beliefs can miss critical insights.


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Nokia’s community can access Tim’s presentation and recording on my work blog.


imageI am now taking the chance to share my thoughts on this topic and, whether we call it “stated vs. observed behavior” or “reported vs. actual paradoxes,” the point is that those of use working on Human Factors Engineering and/or leveraging Design Thinking cannot just rely on product or service requirements as described by customers and end users themselves.

Therefore, on location ethnographic research coupled with instrumentalizing objects, tools and environments to gather telemetry as they are being used over their useful lives are also of the essence, given user permission as this entails privacy concerns.


“According to Alan Mulally, former Ford Motor Company CEO, Henry Ford said that if, when he founded his company, he had asked potential customers what they wanted, they would have said faster horses.”Quote Investigator.


imageSpeaking of ethnographic research, on my very first day as a student of Human Factors Engineering at BarcelonaTech, we covered the so-called Hawthorne Effect.

Hawthorne Works was a Western Electric factory in the Chicago area, which is part of Bell Labs’ outstanding legacy.

I’m now inserting a side personal note: I now live Chicagoland and have worked with Bell Labs, now part of Nokia.

More than a century ago, going all the way back to the 1920s and 30s, Hawthorne Works undertook a study to assess what lighting levels correlated to higher productivity levels.

However, research findings revealed that (a) worker’s awareness of being observed in the context of (b) paying attention to their needs in the workplace elevated their motivation and productivity, which trumped other factors such as lighting levels whether they would be set low or high.

I would also like to share another interesting observation. This one involving Bell Lab’s own John Karlin:


image“The Times, who refer to Karlin as widely considered the father of human-factors engineering in American industry, relates an amusing story of an earlier project–one that demonstrates his keen understanding of human behavior: an early experiment involved the telephone cord.”

“In the postwar years, the copper used inside the cords remained scarce. Telephone company executives wondered whether the standard cord, then about three feet long, might be shortened.”

“Mr. Karlin’s staff stole into colleagues’ offices every three days and covertly shortened their phone cords, an inch at time. No one noticed, they found, until the cords had lost an entire foot. From then on, phones came with shorter cords.”

John E. Karlin, “Father of Human-Factors Engineering in American Industry,” Passes Away by Core77.


Once again, I’d like to thank Tim for his talk and for the also interesting discussions that preceded and followed that session. We both agree on the positive impact of holistic and interdisciplinary practices, which lead to a disciplined and robust approach to defining value based outcomes.

This is about innovative solutions humanizing technology in everyone’s best interest. So, it definitely pays to leverage Behavioral Sciences and Behavioral Economics when addressing serial innovation programs.