ETR turned out to be a very productive undertaking and I would like to thank IEEE’s Spilios Markis, Chi-Ming Chen and Chris Mayer for all the help provided prior and during workshop.
My contribution focusing on addressing the unprecedented flexibility of advanced software defined systems and artificial intelligence. That intersection defines game changing technologies leading to zero-touch automation and, therefore, fostering self-service opportunities at both operational and service consumption levels.
“Zero touch” implies extreme automation to its fullest while self-service reveals that this new order elevates the criticality of HMS (Human Machine Systems.) More touch points surface compared to what legacy technologies allowed given their constraint and restricted nature. That prompts a new take on HCI (Human Computer Interaction) and QbD (Quality by Design) to best deliver service quality throughout: concept exploration and service definition, fulfilment and adaptation, assurance and security… across multi-domain, highly decomposed, re-configurable and exceptionally dynamic end-to-end systems involving integration and service delivery in continuous motion.
These are thought out to (a) dramatically optimize support personnel ratios and (b) shift staff’s attention and efforts to value based activities and innovation. These are small agile teams and new talent tasked with jobs involving (c) far greater scale with (d) a wider interdisciplinary scope, and all to be performed at (e) digital speed. In this next-level productivity and more demanding and challenging context, success relies on new tools embracing Design Thinking’s HCD (Human-Centered-Design.)
That is applied to capability models and subsequent modes of operation for (f) HITL (Human “IN” The Loop) Computing largely devoted to deep domain expertise supported by Science Visualization, as well as (g) HOTL (Human “ON” the Loop) for system-wide supervisory responsibilities and ease of service creation and onboarding. HOTL draws from highly abstracted Visualization techniques and Low Code Development revealing the behavior of end-to-end systems and subsystems and adequate flow control.
These are coupled with effective Cybernetics gearing up for context aware 360-closed-loop-control, zooming in and out between distributed and central levels. Last but not least, effective and efficient tools that are characterized by ease of use and consumability do attract many more new users from many more different domains to interact with these systems in a self-service fashion and create new business opportunities as a result.
“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.
“Bell Labs created the very first industrial Human Factors Research department at an American company, back in 1947. The department was quite small, containing just one specialist: John Karlin. Human Factors Research is sometimes known as ergonomics, but the way a human interacts with a machine or a system goes beyond simply physical space.”
“Industrially, the practice of Human Factors Research combines psychology with engineering in order to refine a system and make it more usable, friendlier, more efficient.”
“Karlin headed the HFR department from 1951 to 1977. Charles Rubinstein, who appears in this film, took over the department in ‘77. Human Factors Research at Bell Labs went well beyond that minuscule core staff of the 1940s: by the 1970s, the department had a staff of over 200, and by the time this film was made, staffers numbered more than 400.” – Designing for People, AT&T Archives.
Nokia’s community fosters Bell Lab’s heritage by embracing Human Factors Engineering as an innovation engine. We are gearing up for this year’s company event on HFE, which will be held on December 6. This event is sponsored by the Nokia’s Technology Leadership Council and here is the agenda:
We would like to thank all of the speakers most sincerely for their contribution to this conference. This is a private event for Nokia’s worldwide workforce. The live webcast and the recodings will be made available on NokiaEDU, our professional development organization.
“At Nokia, we’ve always been excited by where technology will lead us. Our business has evolved to adapt to a changing world for 150 years, but what we stand for remains true. Our vision is to expand the human possibilities of the connected world. We continue to reimagine how technology blends into our lives, working for us, discreetly yet magically in the background. Today, we’re shaping a new revolution in how people, businesses, and services connect with each other, creating new opportunities for our customers, partners, and communities.”
“We’re weaving together the networks, data, and device technologies to create the universal fabric of our connected lives – where new applications flow without constraint, where services and industry automate and run seamlessly, where communities and businesses can rely on privacy, security, and near instant response times, connecting through the Cloud. Our distinctive Nokia approach to designing technology for people guides us as we prepare the way for the Internet of Things, and ready our networks for 5G. We create intuitive, dependable technology, to help people thrive.”
Introducing Lean Ops – Integration & Decision Support System
“Over the past year, #maketechhuman has featured debates about the exciting promises and ominous perils of humanity’s tech-driven future.”
“Leading thinkers, from technologists and academics to entrepreneurs and philanthropists, have shared their thoughts on how we can ensure that technology and society positively reinforce each other.”
“Now #maketechhuman is publishing an e-book to push forward the dialogue that’s unfolded in its articles, podcasts, videos, and events. Whether you’re new to the conversation or have been following along all along, you’ll find that debates around the future technology and humanity often center around five hotly contested fronts:”
- “Artificial intelligence—the most all-encompassing of all technologies;”
- “Privacy—how we’ll redefine it and protect it in the all-digital age;”
- “Security—how we’ll deal with an array of emerging digital threats;”
- “Equality—how technology can create and distribute this crucial element of human lives;”
- “Connection—the main reason any of this matters. We’re going to need each other, no matter what the future holds.”
“The #maketechhuman e-book breaks down these topics and explores the burning questions that technology presents in each case. Will artificially intelligent machines take our jobs? Is the Internet bringing us closer together as humans or further apart? Is safety from cybersurveillance worth the privacy tradeoffs? But the e-book doesn’t just ask questions, it also features solutions put forth from experts from IMF Managing Director Christine Lagarde to Internet pioneer Vincent Cerf.”
“As we produce equipment that enhances digitalization, we believe it’s our responsibility to ensure our communications technologies are used to respect, and not infringe, human rights and privacy. We strive to apply appropriate safeguards to protect people’s personal data against unauthorized use or disclosure.” – Addressing human rights and right to privacy..
“We enhance the power of connectivity by creating product offerings that help overcome missing broadband connectivity, improve the resilience of communities to extreme weather changes and increase public safety. Our product offerings also support the battle against climate change.” – Improving people’s lives with technology.