Accenture Technology Labs
Human Computer Interaction
Karla J Hulett
Accenture Revenue Industry

Accenture Technology Labs:
Human Computer Interaction
Increasing the value of interactions between people and systems
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process 2

Workforce Trends – Fundamentally
changing the way people work
In the Human Computer Interaction area, we see a combination of
technology, demographic, and socio-economic drivers coming
together to present tremendous opportunities.
Individuals
Teams
Crowds
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Technology Trends – Enabling Better
Interaction
This convergence of trends has set the stage for the use of
technology to turn problems of productivity and worker performance
into innovation, engagement, and satisfaction.
Rich Internet Applications
Social Computing
Continuous Access
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Emerging Trends in HCI
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

What is Web 2.0?
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Social Computing
While an expert should outperform a non-expert head to head, the total amount of utility
provided by a very large and diverse crowd of non-experts can equal or surpass the
expert. This strength in numbers concept is sometimes referred to as “The Long Tail”.
Expert Masses
$$$$ $
Equivalent, or greater, utility
under the curve
Utility
10 100 1000 10,000+
# of Contributors
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Innovation Grapevine
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Virtual Training Worlds
Advances in game engines have lowered the cost of delivering experiential
training
– Next-generation training applications allow interaction with both a virtual environment
and other live participants.
– Most useful in cases where the goal is to understand a space or physical environment
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process

Rich Internet Applications:
Best of Both Worlds
Rich Internet applications (RIA) are Web applications that have the
features and functionality of traditional desktop applications.
• The traditional web model is based on
“click and refresh” concept
• The traditional GUI model provides real
time response to user action but requires
software distribution
• RIAs bring together the best of both –
the rich experience of a thick client with
the reach of the web
By 2010, at least 60 percent of new application development projects will include
RIA technology, and at least 25 percent of those will rely primarily on RIA.”
-Gartner
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

RIA Search – SABLE:
Intuitive tools and interfaces to find information
Labs has developed a search interface which combine enterprise and web search in
interesting ways to enable learners to find relevant knowledge
SABLE – Search, Analyze,
and Browse Large
Environments
Provides a visual preview of
document contents without
downloading
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Emerging Trends in HCI
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Enterprise Knowledge Retention
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process

Accenture Distributed Expert Network
(ADEN) - Virtual Staffing:
Project 1
Project 2
Project 3
Presence
Context/Content
Relationships
Expert working from a home office… …is present and effective at
multiple remote sites
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

ADEN – WhiteSpace:
Traditional War Room with Whiteboard
…or a shared, persistent web-based workspace
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Emerging Trends in HCI
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Virtual Training Worlds
Sales Training Leadership Shared Learning Experience
Enables trainees to work with actors in a sales Enables trainees to work through scenarios that
scenario to practice both sales content and allow a natural group tension to emerge within a
delivery/interaction skills. training situation.
Next-generation training applications allow interaction with both a virtual
environment and other live participants.
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process

Mobile Personal Services Platform
Using the phone as an “always
on” services platform
– Provides an augmented memory of
what you’ve done and where you’ve
been
– Personal activities can be compared
to system states to provide
continuous performance
improvement for the individual and
others
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Pocket Supercomputer
Sensor enabled devices, coupled with high bandwidth networks,
extend high performance IT resources into the field
– The information benefits are be-directional
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process

What’s next?
Wii Tax Administration?
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

A Brief History of Social Computing
Popularity Concept Capability Example
 2000 Open Source Software Development
2000-2004 Blogs Content Authoring
Wikis Content Management
2004-2006 Social Networks Relationships
Folksonomies Content Categorization
Social Filtering Content Evaluation
Mashups Application Integration
2006  Mass Collaboration Labor & Management:
(i.e. •Production
Crowdsourcing) •Decision Making
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Case Study:
Grapevine at Wells Fargo
Result 1: Successful Innovation Crowdsourcing
• > 50 ideas or “Grapes” which highlighted specific product and process
issues as well as ideas for improvement in the end-to-end customer
experience.
• Many of those ideas corroborated analytical findings, and were selected
for implementation planning and go-forward initiatives.
Result 2: Enhanced Employee Engagement
• The Innovation Grapevine fostered employee engagement and awareness
for their customer loyalty programs.
• Over 250 participants (“innovators”) from more than 21 states and 90 job
titles ideated on 7 different topics or “seeds.”
The Client Executive Leadership team has asked Accenture to
institutionalize the Innovation Grapevine at the Company.
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

RIA Architecture Toolkit
What is the RIA
RIA-juvenation Offering Architecture
Reusable
Toolkit?
Sales Delivery
Components/Tools
A set of
RIA Architecture Model reusable
components
RIA Planning & and models
Estimating AJAX Platform
Rich Media combined with
Guidelines Assessment
Extension
Platform Assessment a community of
experts
RIA Community of Practice
Group of Knowledgeable RIA Architects & Practitioners
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process

Web 2.0 Mashups are a key part of
modern architecture trends
Mashups are starting to deliver on the “composite solution” vision
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process 24

RIA Visualization:
Accenture’s My H/Wealth
What is the my H/Wealth offering?
A Visualization tool to help customers understand the impact of
lifestyle and investment decisions during retirement
Key Technology Components:
Leverages RIA and Accenture patented concepts using the following:
1. Adobe Integrated Runtime (AIR)
2. Adobe Flex
3. Custom decision engine
The Tool allows Advisors to extend the customer relationship and
gain valuable insight into their customers’ preferences &
priorities.
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Visualizing Complex Decisions
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

RIA Collaboration:
Global Communications Accelerator
What is the Global Communications Accelerator?
A RIA Collaboration Dashboard that tackles challenges associated
with running complex work across distances by bridging
cultural, language and timezone barriers
Key Capabilities:
Allows organizations to improve response times and quality:
1. Provides better tracking of informal communications
2. Provides a layer of contextual information through multimedia
3. Help teams build trust and camaraderie across timezone
Solving collaboration challenges between remote and local teams
will increase efficiency and improve quality of complex work.
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Sharing and Communicating
Contextual Knowledge
Confidential & proprietary to Accenture
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Ideas & concepts expressed in this presentation are currently undergoing the patent process

Dynamic CBTs
Compile
Plan CBT Template
Knowledge
Transfer Plan Metadata
• title
• author
• subject
•…
Pre-defined Compile:
meta-data RIA Engine which organizes knowledge
into a standard CBT Template
Plan:
Well-defined task list facilitates structured Knowledge Deliver & Manage
knowledge capture while mobile workers Repository
perform their daily activities Dynamic CBT
Capture
Deliver & Manage:
A personalized training course is developed
for learner which incorporates standard
training and user-generated content
Capture:
Application allows experts to capture best practices, lessons learned
and tips/tricks with context to share in a central knowledge repository.
.
Confidential & proprietary to Accenture
Ideas & concepts expressed in this presentation are currently undergoing the patent process