Tagged: Service Design

#MakeTechHuman @ Nokia Studio


Nokia Studio

Nokia Studio - Chicago Tech Center

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.

Design & Innovation Advisory Board

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:

IEEE CQR 2019 5G and User Needs.jpg

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.


Nokia HFE2019

Nokia Studio - HFE19 Conference

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:


Nokia Bell Labs Future Human

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 Bell Labs Future Human


Nokia People & Planet Report 2017

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.”

Nokia People & Planet 2017 Report


Nokia Futurithmic

“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.”

Nokia Futurithmic


Nokia MakeTechHuman

“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.”


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Nokia Studio. 2000 Lucent Lane. Naperville, IL 60563. United States.


Design Thinking 2019 Interview – Part 2


Design Thinking 2019 Blog Banne

Design Thinking 2019  #DesignThinking2019


FULL LENGTH TRANSCRIPT VERSION


Design Thinking 2019 - Logo

How would you define your organization’s maturity to Design Thinking?


Nokia Corporation


cropped-Jose-de-Francisco-LinkedIn-3Nokia is a Fortune’s Global 500 corporation headquartered in Finland, which involves in excess of 100,000 employees worldwide. Most of us joined the company in recent years… which I think is nothing short from fascinating.

Nowadays, Nokia is a top B2B player in large scale digital communication technologies. Most specifically: 5G, Internet of Things, Cloud and Software just to list some well-known examples.

R. Siilasmaa’s recent book, “Transforming Nokia,” discusses what it took to pull off the company’s dramatic recovery in the past few years, while noting that this is not the first time that we reinvent ourselves since 1865. His leadership style is characterized by “Paranoid Optimism,” which I’d like to discuss in context later on.


Nokia Studio 3


At Nokia Studio we intertwine disciplines such as Data Visualization, Cybernetics and Behavioral Economics to design state of the art Decision Support Systems for next-generation digital services. These are Human-Machine-Systems (HMS.)

Given our focus on game changing innovations, Human-Centered-Design (HCD) happens to be a critical success factor at all stages in the iterative exploration, definition, introduction and broader diffusion of emerging and next generation technologies Design Thinking’s desirability, technical feasibility and business viability are, therefore, well understood critical success factors.


Nokia Studio 4


The Studio’s research addresses how to clearly articulate early desirability coupled with market-pull & outside-in strategies.  Thinking through the business value of design signals the need for removing friction from a B2B journey that involves formal contractual acceptance as the accounting trigger behind revenue recognition.

Geoffrey A. Moore’s classic, “Crossing the Chasm,” and Clayton M. Christensen’s best-seller “The Innovator’s Dilemma” make all of us mindful of the need for addressing the journey between early adopters (FOA, first office application, in the telecoms sector) and adequately scaling in the marketplace.

This means expanding across segments and industries to leverage economies of scale and, therefore, continuous improvement and innovation. Following that train of thought, consistently and predictably delivering superior satisfaction levels in the form of customer delight becomes a decisive and sustainable competitive advantage.


Nokia Studio 5


Our Studio is engaged in large, sophisticated and fluid projects that involve inter-domain undertakings. Successful cross-pollination intersects three dimensions:

  • going wide across domains to take down silos and deep on a domain basis to best leverage our know-how
  • tightly or loosely coupled integration in the value-chain / supply-chain ecosystem
  • in-house and external collaboration in alignment with the above

While purposely implied by the naming, it is worth highlighting that our home-grown QXbD, Quality Experiences by Design, methodology zeroes in on delivering meaningful, differentiated and measurable quality outcomes that are tangible to our customers.

Nokia QXbD has been conceived as a meta-discipline that can be deconstructed and re-shaped on a project and sought-after outcomes basis. We can, therefore, not just start agile but also remain truly lean to effectively get the job done.


Transforming NokiaAs introduced early on, Risto’s Transforming Nokia, discusses the impact of “Paranoid Optimism” which is also explicitly captured in the book’s subtitle. Tactically speaking, that means: leveraging the hindsight that comes from analyzing lessons learned, the thought process that leads to both obvious and hidden insights, as well as applying creative tensions and foresight to flush-out not just one single path forward, but alternative different scenarios for consideration.

In that context, Optimism in design fosters the pursuit of an ambitious game changing scenario. Being purposely Paranoid involves the sort of predictive and responsive monitoring that prompts and guides necessary reality checks and course corrections… and even pivoting in a timely fashion. This acknowledges the ripple effects and moving targets that arise when innovating and/or transforming which, when ignored, can derail any well-intended transformation effort.


Nokia at Mobile World Congress 2019


Interestingly enough, Jim Collins’ painstaking research behind “Great by Choice” outlined that Productive Paranoia is a critical success factor. He exemplifies companies that have consistently delivered 10x results by outperforming competitors in bull and bear market conditions. Jim defines Productive Paranoia as a must-have business obsession, where contingency planning and risk mitigation are of the essence.


Paul Romer, World Bank Chief Economist and last year’s Nobel laureate, makes the case for Conditional Optimism and innovation being the outcome of the marketplace’s “discovery machine.” He differentiates between complacent and conditional optimism.

The complacent kind relies on deploying hard work to make things happen, and keep iterating, while hoping for the best by setting things in motion… also described as blind optimism. Conditional Optimism focuses on proactively finding solutions to problems, and closely monitoring outcomes thru the transformation journey.


Long story short… in Nokia’s context, Design Thinking maturity can be measured by our optimism as we strive to deliver state of the art technologies that augment and expand human possibilities, coupled with paranoid and creative tensions as we purposely obsess with delivering quality experiences.


Design Thinking 2019  #DesignThinking2019

 

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