“AIOps systems integrate big data, machine learning, and analytics to improve IT operations by providing proactive and personal insights through monitoring, automation, and service desk tasks, while also allowing the usage of numerous data sources and data gathering methods. In theory, AIOps can reduce the expenses associated with IT concerns by providing faster remedies to outages and other performance issues.”
“Big data and machine learning are combined in AIOps to provide predictive outcomes that help speed up root-cause analysis (RCA) and reduce mean time to repair (MTTR). Your ITOps can improve over time by providing intelligent, actionable insights that support a better level of automation and cooperation, saving your company time and money.”
“AIOps solutions decrease the flood of alerts that inundate IT teams by learning over time which sorts of warnings should be given to which teams, decreasing redundancy and, as a result, boosting an IT organization’s capacity to be a valuable business partner. An IT operations platform with built-in AIOps capabilities can assist IT operations in proactively identifying and correcting possible issues with the services and technologies it provides to a business.”
#FOAI2022, Future of AIOps for Business. Group Futurista, January 2022.
High Performance Operations
with Human Centered Artificial Intelligence, HCAI
Jose de Francisco, Chief Designer I Nokia CNS, Cloud & Network Services
AI is not only revolutionizing commonplace enterprise operations and fostering digital transformation, but also transforming AI’s own design principles, and agile development and delivery practices in the process.
Human Centered Artificial Intelligence, HCAI, purposely sets-up nimbler interdisciplinary teams for success, so that brands can efficiently perform at greater scale, broader scope and unprecedented speed with customer centric practices.
Principled HCAI addresses highly adaptive operativeness, observability, traceability and explainability, progressive closed feedback loop optimization, all coupled with the behaviors that elevate governance and ethics to the forefront.
Jose de Francisco is the Chief Designer at Nokia Cloud & Network Services, a 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. Jose is an award winning designer and his professional experience encompasses leadership responsibilities in strategy, product & service design, human factors engineering, product line management, new ventures and integrated marketing.
Let’s start with a retrospective. While studying industrial design in Barcelona, all the way back in the late 80s, some of our class’ courses followed Bruno Munari‘s teachings, whose methodology was captured in “How Are Objects Born?”
A PROJECTIZED DESIGN MEDTHODOLOGY
Munari’s world was introduced to our class as a multifaceted down-to-earth creative. He positioned a so-called “projectized methodology” as a logical sequence of desing operations aimed to maximize outcomes by applying the minimum required effort.
Munari emphasized the merits of painstaking work addressing “objective values” to generate creative outcomes… and strongly dismissed any whimsical and fanciful approach that would shortchange thoughtful due diligence and, therefore, proper design.
In that context, no disciplined practitioner should ignore the fact that discovery and iterative workstyles can lead to modifying and improving any method, as design tools and process also become a subject of design. Why? The set of assumptions, principles and rules deployed a project’s front-end… might not necessarily be the ones delivering successful outcomes at the project’s backend.
THE UNDERLYING THINKING
Munari’s referred to Rene Descartes’ “Discourse on the Method,” which was published 344 years before “How are Objects Born” was released. Most people relate Descartes’ better known “I think, therefore I am,’ statement. At the expense of possibly sounding corny, let’s translate that into “I Design Think, therefore…” for the purpose of this discussion.
In the 17th century, Descartes positioned a proven-fact based approach to problem solving: “true and sound judgements” that we can “intuit or deduce with certainty.” The so-called cartesian doubt involves methodological skepticism: nothing is taken for granted. The Scientific Revolution was taking hold. Earlier momentum generated the Renaissance was taken to new levels of enlightenment.
Descartes taskflow entailed decomposing complex matters down to what become atomic level ones: those are still coherent and manageable enough (cognitively speaking) for us to effectively address. His method calls for solving for the ones that can be successfully tackled first.
GETTING THE DESIGN JOB DONE
Munari’s mind-mapping illustrated a taxonomy of primary, secondary and more granular lower level problem statements as needed, followed by data gathering and analysis. Experimentation ran options assessment.
New discovery was encouraged. Technical and production feasibility considerations being instrumental early in the process so that constrains and implementation choices were well understood. Once testable prototypes become available, iterative user involvement and validation drove improvement and optimization A design prospectus and project file would feature:
- Final design proposal and prototypes.
- Problem mindmap.
- Design specifications sheet.
- Notes on streamlined design considerations optimizing for simplicity.
- Production cost and comparison analysis.
- Use cases, expected functionality and performance.
- Sensory and experiential assessment, accounting for all senses.
- Ergonomics, usability, maneuverability, including health hazards.
- Journey touch points and wear & tear: upkeep, maintenance, serviceability.
- Impact of ad-ons, packaging, and any other attached and surrounding items.
- Aesthetic coherence and modular design components.
- Social value and cultural contribution.
THE GREATER VALUE OF DESIGN’s WHOLE
Back to Descartes, he would point to the need for addressing the integrity of the overall system and, therefore, the higher value of the composite view. This also is about ensuring that no gaps, breaking points, ruptures, weak-links, leaks, and loopholes remain. Basically, stress testing our solution with a “continuous and wholly uninterrupted sweep of thought” as he would put it.
Just a couple of more things about Descartes… in his “Rules for the Direction of the Mind” explicitly he stated that “we need a method if we are to investigate the truth of things” and should investigate “what others have already discovered.”
And in the “Discourse on the Method” he introduced data visualization by means of correlating values with the cartesian coordinate system, which intersected geometry and algebra to become the foundation of analytics geometry.
The Bauhaus’s centenial anniversary, 1919-2019, is worth highlighting. During my industrial design studies, the German Bauhaus‘ lasting influence was quite significant and largely conveyed by professors and program directors with a professional background in architecture. Here is a summary of what that meant:
- Form follows function.
- Less is more: straighforwarness, abstract simplicity, and great refinement.
- Clean design and aestic finesse, all production friendly and scalable.
- Adopting and pushing the boundaries of emerging technologies.
- Designing is not a profession, but an attitude.
- Indivisible unity of formerly separated and indenpendent fields and silos.
- Craftmanship pride and signature designs that make a difference.
The American New Bauhaus influenced the post-World War II culture and settled in Chicago at the Institute of Design, part of th IIT, Illinois Institute of Technology.
Our class was confronted with a compeling Bahuasian approach that could result in highly formal, rigid and austere geometrical configurations while Barcelona’s environment was (and continues to be) a reminder of the contrasting Catalan Modernism of the early 20th century, unapologetically being:
- Abstracted organic shapes, shapes and structures that are nature inspired.
- Carefully crafted eclectic sophistication and visually arresting outcomes.
- Celebratory by mashing up historical elements under a new light.
- Theatrical experiences as people become design’s live audiences.
- Strong sense of cultural change agency.
Also worth recalling that the late 80s intersected Post-Modernism, a movement that featured a wide variety of optics and was a departure from rationalism and, therefore, purposevely confrontational. Subjectivity and and criticism abounded.
DESIGN FOOD FOR THOUGHT
Munari’s “projectized methodology” helped dissect problems and got the design job done while keeping any rushed and whimsical design at bay: no need for the overly and out-of-touch “romantic” stuff as he saw it. Munari also confronted any “luxurious” and “fashionable” design statements, which he qualified as superfluous and frivolous, and the antitesis of design.
But, it did present the sort of shortcomings that can come from applying constrains from the get go. The fact is that freethinking can make a difference at the project’s onset. Applying Descartes’ methodological skepticism would neutralize that. However, relying on Descartes’ rational wisdom alone does not suffice. Damasio’s “Descartes Error” exposes the following:
“Reason may not be as pure as most of us think it is or wish it were […] emotion assists with the process of holding in mind the multiple facts that must be considered in order to reach a decision. The obligate participation of emotion in the reasoning process can be advantageous or nefarious […] when emotion is entirely left out of the reasoning picture, as happens in certain neurological conditions, reason turns out to be even more flawed than when emotion plays bad tricks on our decisions”.
My next article will continue this late 80s and early 90s restropective, which takes me back to my college years. I will switch to my experience in engineering school for the purpose of deliverating about what QUALITY really is about. As an example, I will exchange views on TQM, Total Quality Management, and Operational Excellence… and will circle back to this post to connect the dots to clearly define QXbD, Quality Experiences by Design.
- Damasio, Antonio R.. Descartes’ Error. Penguin Publishing Group, 1994.
- Munari, Bruno. Como Nacen los Objectos. GG, 1981
- Descartes, Rene. Discourse on the Method. 1637
- The New Bauhaus. Opendox, 2019. Accessed on May 12, 2019 https://www.thenewbauhaus.com
The Studio at Nokia Software engages in interdisciplinary work to create advanced data visualization and sophisticated cybernetics for human-machine-systems in complex enterprise operational environments. We are implementing our home-grown QXbD, Quality Experiences by Design, meta-methodology to #MakeTechHuman.
Our community efforts as a member of CMP’s Design & Innovation Advisory Board, lead to Nokia’s involvement in the following conferences, which focus on HCD, Human Centered Design, practices:
- Design Thinking 2018, 2019 – both in Austin, TX.
- Design & Innovation Awards 2019 – Austin, TX.
- Digital Product by Design 2019 – Los Angeles, CA.
- Service Design 2017 – Boston, MA.
We are also a regular contributor to IEEE Communications Quality & Reliability, and, just recently, 5G Capabilities to Meet User Needs session at CQR International Workshop 2019 in Naples, FL.
The HFE2017 conference celebrated the pioneering spirit of the team at Bell Labs that institutionalized human centered design in the high tech industry all the way back in 1947. We are now implementing HFE2019 under a talk series program over the course of the year. Stay tuned as more information becomes available.
The above version of the Human Factors Engineering Manifesto was first released in 2017 and sought to share HFE’s end-to-end systems thinking in today’s digital world. We are making updates that incorporate feedback received since.
What follows is just a sample of Nokia’s public initiatives:
“Bell Labs‘ podcast series explores the human potential of technology. Many of the innovations we take for granted have been hatched over decades, forged by an unlikely and ongoing collaboration between emerging artists and the keenest engineering minds in the world.”
“As the science fiction of days past – self-driving cars, Star Trek-like communicators and interstellar tourism – becomes everyday reality, where will the next great ideas come from? Listen in as today’s most adventurous creators inspire their scientific peers to unleash a more connected world.”
“Nokia is at the dawn of a new era. Digital technologies – cloud computing, artificial intelligence, machine learning, the Internet of Things, and soon, 5G networks – are changing the way we live and work in countless ways.”
“Technology and solutions from Nokia will help power this digital future, and we are excited about the possibilities. We also recognize that we have the opportunity as well as responsibility to apply technology in ways that enhance people’s lives and, more broadly, advance humanity.”
“Today, we continue to focus our social responsibility activities on four key areas: improving lives with technology; protecting the environment; conducting business with integrity; and respecting our people.”
“How will the rapid advances in technology affect our lives at work, in our homes, and in our daily interactions with others? Here, we examine the human side of emerging technologies, considering the endless possibilities they bring and the complex challenges that they may bring.”
“In 2015, the WIRED and Nokia partnered to kickstart a global debate on how to make technology serve humanity better called #maketechhuman.”
“It was aimed at uncovering what worries—and what excites—people about innovation today, from the most influential minds on the planet to your next-door neighbor.”
“This effort involved 80+ luminaries, thought leaders and partners including Tim Berners-Lee, Stephen Hawking, Monica Lewinsky, Megan Smith, Sugata Mitra, and Matt Mira.”
“Nokia led a global debate exploring the excitement and worries associated with humanity’s relationship with technology, we sought to uncover the issues that mattered most, investigate them and highlight global solutions.”
Nokia Studio. 2000 Lucent Lane. Naperville, IL 60563. United States.