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Welcome
Data to Decision Part 2:Organizational Change at Nationwide
# T C 1 8
Michael Warling
Data Strategist
Nationwide Insurance
Visualization as a means of communication
How to tell a good story
Michael WarlingData StrategistNationwide Insurance
• # D a t a 1 7
10 Steps from Data to Decision
1Plan
2Identify the
Data
3Collect the
Data
4Clean & Enhance
5Understand
6Experiment
7Apply Logic
8Package the
Analysis
9Communicate
& Educate
10Revise &
Refine
9Communicate
& Educate
If customers are unwilling or unable to use the report, we have all wasted our time.
The world’s most beautiful visualization is utterly useless if no one knows about it.
STEP 9Communicate and Educate
Organizational ChangeTraining & Presentations
Data to Decision Part 2:Organizational Change at Nationwide
# T C 1 8
Michael Warling
Data Strategist
Nationwide Insurance
Agenda
• The road so far…
• Where do we go from here?
• Questions, comments, criticism, clever witticisms
Data to Decision Part 2:Organizational Change at Nationwide
About me…
About me…
IDARInfrastructure Data, Analysis & Reporting
WHAT WE’VE ACCOMPLISHED:
FORTUNE® and Time Inc. are not affiliated with, and do not endorse the products or services of, Nationwide
Mutual Insurance Company. FORTUNE®, FORTUNE 100 Best Companies To Work For® and THE WORLD’S
MOST ADMIRED COMPANIES® are registered trademarks of Time Inc. and are used under license.
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TITLE UP TO TWO LINESUPPER CASE 14-PT TYPE~9000
Server Users
Customer since 2010 (early adoption as far back as 2008)
90 Production
Sites
Broad adoption across Financial,
Personal, Commercial, HR,
IT, Marketing, Operations, Claims,
etc.
800+ Desktop Users
Education
Community
Guidance
The road so far…
What does Nationwide do right now to support Tableau?
Education
• Data Literacy
• Business Glossaries
Community
Guidance
The road so far…
What does Nationwide do right now to support Tableau?
Education
• Data Literacy
• Business Glossaries
Community
• Tableau User Group (monthly)
• Yammer (social media)
Guidance
The road so far…
What does Nationwide do right now to support Tableau?
Education
• Data Literacy
• Business Glossaries
Community
• Tableau User Group (monthly)
• Yammer (social media)
Guidance
• Word of Mouth
• Tribal Knowledge
The road so far…
What does Nationwide do right now to support Tableau?
Education
Community
Guidance
Data Literacy & Terminology
Business Glossaries
EducationData Literacy and Understanding
When people share a common understanding of data, better decisions are made and better solutions are implemented.
Speed to InsightData Literacy & Terminology
Data vs Information
ReportA list of birthdates with related names
InformationMichael is presenting.
ReportingMichael, February 29th, 1988
DataMichael, Presenter
AnalysisMichael is 30 years old, but has only
celebrated 8 birthdays.
DashboardA distribution of birthdays by
month, correlated to significant events 9 months prior.
Report vs Dashboard
Speed to Insight
Speed to Insight
Speed to Insight
Speed to Insight
Speed to Insight
Speed to Insight
Speed to Insight
Tableau User Group (monthly)
Yammer (social media)
CommunitySharing and Networking
Being part of a community helps foster higher quality work and engages everyone.
Yammer!
SharePoint
Word of Mouth
Tribal Knowledge
GuidanceNo one is perfect…
The faster we improve our capability, the more assistance we need.
Education
Community
Guidance
Education
Community
Guidance
Where do we go from here?!
We have identified the gaps that we are going to tackle in the coming months
Education
Community
Guidance
Where do we go from here?!
We have identified the gaps that we are going to tackle in the coming months
• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.
• Side work doesn’t support long term goals, predictable results or consistency.
We lack dedicated resources for a center of excellence
Education
Community
Guidance
Where do we go from here?!
We have identified the gaps that we are going to tackle in the coming months
• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.
• Side work doesn’t support long term goals, predictable results or consistency.
We lack dedicated resources for a center of excellence
• Who do you call when you need help with BI?
We lack a centralized point of contact for BI guidance
Education
Community
Guidance
Where do we go from here?!
We have identified the gaps that we are going to tackle in the coming months
• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.
• Side work doesn’t support long term goals, predictable results or consistency.
We lack dedicated resources for a center of excellence
• Who do you call when you need help with BI?
We lack a centralized point of contact for BI guidance
Self Service SupportBusiness Case ProposalSeptember, 2018
Self Service SupportBusiness Case ProposalSeptember, 2018
Self Service AssistanceBusiness Case ProposalSeptember, 2018
Support
Self Service AssistanceBusiness Case ProposalSeptember, 2018
Support
Self Service GuidanceBusiness Case ProposalSeptember, 2018
Support
Assistance
Self Service GuidanceBusiness Case ProposalSeptember, 2018
There is a gap in the support model for self service analytics in the company. Creating a team of dedicated business intelligence and analysis coaches will foster adoption and uplift the capabilities of analytics across the enterprise.1. Nationwide has an inconsistent delivery of self service business intelligence. Specifically related to reporting,
data visualization, best practices, data literacy and governance.
2. There is a lack of onboarding and ongoing training which results in inefficient and ineffective use of solutions and tools.
3. We do not have approved or published best practices. This results in in wasted resource hours due to rework, duplication of efforts or incorrect work.
4. There is a lack of centralized coaching, consultation and support services. This results in incorrect tool usage and maintenance, ineffective work products and duplication of efforts
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When a self service user needs help with hardware or software, they can call the IT Service Desk
When a self service user needs help with their data, they contact a Database Admin (DBA) or an Architect
When a user needs help with their self service initiatives, they have no centralized source for help.
Self Service Problem Statement
volume of users
user experience Self Service BI tools are designed to
be consumed quickly and easily by
the business customer.
At the onset, the user experience is
high and as the volume of user
grows, the user experience is
supported by passionate users,
social media tools and word of
mouth assistance.
Current State
passionate users word of mouthsocial media
What do we have?
some training, mostly vendor provided
some community events, mostly user driven
some documentation, mostly scattered, tribal or difficult to locate
consultation available at a large scale (project/program) but not to smaller, business unit initiatives
Self Service Problem Statement
As the user base grows, the
existing support structure isn’t
sufficient to keep up with the
demand and the user
experience suffers. The
passionate users and social
media participants only have a
finite amount of time to allocate
to non-primary work.
The result is that users are
untrained, unsupported and
end up making errors or poor
choices due to lack of
information.
Current State
passionate users word of mouthsocial media
user experience
volume of users
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What do other companies do?
The largest difference from successful self service BI initiatives is the existence of a funded support team.
Several peer organizations have published use cases where the need for funded support was recognized and implemented.
Self Service Problem Statement
In order to keep the user
experience of self service BI
and analytic tools in line with
the demand (number of
users) intentional and funded
support structure is needed.
Three Pillars of Support
Education
Community
Guidance
Future StateEducation Community Guidance
volume of users
user experience
What we need to do.Services Provided
Education Community Guidance
What we need to do.Services Provided
Education
• onboarding
• training
• authoring best practices
Community Guidance
What we need to do.Services Provided
Education
• onboarding
• training
• authoring best practices
Community
• drive interest
• showcase use
• networking/connection
• subject matter expertise
• talent discovery/hiring
• skills assessment
• sponsored events
Guidance
What we need to do.Services Provided
Education
• onboarding
• training
• authoring best practices
Community
• drive interest
• showcase use
• networking/connection
• subject matter expertise
• talent discovery/hiring
• skills assessment
• sponsored events
Guidance
• consultation/coaching
• tool selection
• content governance
• environnent management (licences, infrastructure, etc.)
Who we need to do it?Team Make up
1 Leader• Provides strategic consultation
• Works with the Executives, Architects and Infrastructure stakeholders
• Authors best practice and training material
59
2 Practitioners• Provides expert level technical support
• Monitors and Governs the shared environments
• Facilitates community events and activities
1 Technician• Administrative Responsibilities
• Talent feeder / learning opportunities
When are we going to do it?Roadmap
• Identify Talent
• Develop Onboarding
• Centralize Training
Resources
• Design and implement intake
system
• Author Best Practices
• Outline Governance
Expectations
• Plan Community Events
• Identify key customers
• Provide coaching &
assistance
• Develop departmental
roadmaps
• Develop skills assessments
Horizon 1
Horizon 2
Horizon 3
Horizon 4
• Identify network of champions
• Begin proactively seeking
uplift opportunities
• Begin consolidating
duplication
60
Leader
Practitioners
Technician
Self Service GuidanceBusiness Case ProposalSeptember, 2018
How do we support Org change at Nationwide?
Three pillars of support
Education
Community
Guidance
Education
Community
Guidance
…think of one thing you can do
Take a minute…
Share this with a neighbor.
Education
Community
Guidance DO IT MONDAY!
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