“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 : )
“We had also already integrated balloon powered internet into Telefonica’s network which meant that they could serve their customers from our balloons. During the floods O3B networks, Level 3 and Ecologistica Peru helped quickly set up ground stations (which connect the balloons to the Internet’s backbone) in areas with complete outages. Finally, the recent integration of Nokia’s proven LTE technology meant that the balloons could deliver improved LTE service.” – Helping out in Peru by Alastair Westgarth at X.
“We’ve served more than 160GB of data to tens of thousands who would otherwise have not had internet service. That’s enough data to send and receive 30 million WhatsApp messages, or 2 million emails. In situations like this, basic communications tools and access to information are especially important— yet communications infrastructure on the ground is often one of the first things to be knocked out by natural disasters like floods and landslides. The Project Loon team has spent the last few months in technical trials integrating balloon-powered internet into Telefonica’s network and flying balloons in the region, so they were set up and could offer some assistance. Project Loon will continue to deliver balloon powered internet in Peru for as long as it’s needed.” – Nokia’s repost.
Alastair is heading Project Loon and our team was glad to host him and his team at our Cloud Innovation Center earlier in the month. This was a courtesy visit to Nokia’s Chicago Technology Center – Naperville Campus. The day’s agenda featured CIC among other teams.
Nokia’s John and Eric (on the left of this picture) had supported Project Loon and our discussion was centered on the work that our Solutions team is undertaking in the Applications & Analytics Group. We ran the LeanOps demonstration, which helped exemplify the scope of our end to end solutions engineering.
It was a pleasure meeting Alphabet’s X-men : ) and hope to cross paths again.
“Service Design is big. Being holistic, it includes the researching, envisioning and orchestrating of service experiences that happen over time and across multiple touch points with many stakeholders involved, both frontstage and backstage.”
“At Service Design Week, we seek to strip away any fluff, examining service design methods and processes at their core, and unpack the practical tools and skill-sets, hard and soft, needed for this way of working. Service Design Week will gather service design leaders from various functions and disciplines across all flavors of Service Design. With content for all levels of Service Design maturity, we look forward to drawing both fledging and experienced service designers.”
I am looking forward to joining Service Design Week and I would like to thank Michel DeJager and the team at the International Quality & Productivity Center for their kind invitation. My talk will discuss C3LM, Customer Co-Creation Lifecycle Methodology, in the context of Blended Service Design, which I will take care of defining and demystifying in my talk.
I am proud to share that C3LM is the recipient of a Nokia Innovation Award. My work seeks to interweave a set of known and brand new interdisciplinary practices to best address end-to-end solutions for complex and dynamic environments, also known as soft systems given their organic and morphing nature. And, most importantly, achieving that by optimizing for the delivery of quality experiences while humanizing low and high tech in the process.
Widespread digitalization in our everyday activities is not just far reaching, but is also leading to a renaissance in Human Factors disciplines. The delivery of “effective quality services” with “highly efficient end-to-end solutions” is the reason for being and rationale behind creating C3LM. This new brave world entails Blended Services that intersect Data Science, Automation and Programmability, all orchestrated with Human Centered Design in mind.
My talk will also cover how we can best experience Artificial Intelligence and how to make it transparent to Blended Services. That will be a sneak preview in advance to another talk that I’m giving early next year. In case you have already heard what Elon Musk has to say about AI, let me share that Human Factors Engineering has been revisited and redefined to come to the rescue. More on that when we get to meet at Service Design Week : )
Here is the event’s registration page. See you in Boston : )
Pictures courtesy of Service Design Week.