ge predix transform 2016 - ux & customer engagement
TRANSCRIPT
UX & Customer Engagement
DAVID BINGHAM, Senior Design Manager
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Agenda
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Industrial Challenges1
Design to Outcomes?Engagement Processand then…
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Industrial Challenges
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New Competitors
+?
+?
+?4
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New Competencies
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New Complexities
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Design to Outcomes?
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Good Design• Innovative
• Useful
• Aesthetic
• Understandable
• Unobtrusive
• Honest
• Long-Lasting
• Thorough
• Environmental
• As little design as possible
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Good Design Process• Collaborative
• Iterative
• Educational
• Cross-Functional
• Creative
• Risk-Tolerant
• Humanistic
• Exploratory
• Candid
• As little process as possible
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Good Engagement• Collaborative
• Iterative
• Educational
• Cross-Functional
• Creative
• Risk-Tolerant
• Humanistic
• Exploratory
• Candid
• As little process as possible
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Engagement Evolution
“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market
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Engagement Evolution
“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market
“Agile” Widely Applicable Services Learn from Customer Co-Define Opportunities
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トータルサービス
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The Outcome of this Approach:
Alignment14
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The Outcome of this Approach:
Relationship15
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The Outcome of this Approach:
Problem Clarity16
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The Outcome of this Approach:
Meaningful Solutions17
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The Outcome of this Approach:
Ownership18
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Engagement Process
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Double Loop Learning
http://pds8.egloos.com/pds/200805/20/87/chris_argyris_learning.pdf https://hbr.org/1977/09/double-loop-learning-in-organizations
Chris Argyris Professor Emeritus Harvard Business School
Beliefs why?
Actions do
Results get
Feedback (single loop)
Feedback (double loop)
guide lead to
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Engagement Process
Research
Design
Develop
Deploy
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
Beliefs why?
Actions do
Results get
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Intro
General problem space? Required attendees? Activities to leverage?
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Teleconference, WebEx
Intro
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Intro
Do your homework!
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IntroProblem Space* • Reduce downtime? • Increase throughput? • Failure identification? • Knowledge transfer? • Maintenance scheduling? • Information visibility? • Team collaboration? • Resource consumption?
*Find problem type & ballpark, the process will uncover specifics & priorities!
…don’t overthink it.
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Intro
Engagement Manager
Facilitator
Technical Experts • Data Science • Architecture • … security, connectivity, integration, edge, etc
Business Owner “What will impact value?”
Subject Matter Expert “What are operational realities?”
Data + Systems Expert “What information is accessible?”
Customer GE
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Intro
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Viable!
Desirable!
Feasible!
Business
Design
Engineering
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Intro
Viab
le!
Desirable!
Feasible!
Busin
ess Design
Engineering
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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WARNING, THIS IS NOT:
…ALL NEEDED EVERYTIME.
…IN A STRICT ORDER.
…A FORMULA.
…COMPREHENSIVE.
!
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In-Person Sharing
Overviews
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Gather Outcomes
Customer-Centric
1 / Note
Indicate Direction
Succinct
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PrioritizeCriteria
Place
Discuss
Adjust
Prioritize
1st2nd
No?
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PrioritizeCriteria
Place
Discuss
Adjust
Record
repeat...
Criteria 1 Criteria 2 Criteria 3
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PersonasOutcome Persona Characteristics
• Role
• Decisions
• Relationships
• Key Needs
• Responsibilities
• Goals
• Background
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Workflows & Ecosystem
Roles
Steps
Pains
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and then…
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Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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Research
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Design
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Develop
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Deploy
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Research
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Design
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Five Lessons to Take Away
1. Operate as a learning organization. 2. Define problems before solutions. 3. Collaborate with customers. 4. Make information visible & interactive. 5. Make it fun!
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