Service Design in The Age of Big Data
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Service Design, Geospatial Awareness and the Consultant's view: Opportunities/challenges of the industry/workplace in transition
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Service Design in The Age of Big Data
- 1. PG 1PG 1 Opportunities and Challenges of the industry/workplace in transition Service Design, Geospatial awareness and the Consultant’s view: August 2015
- 2. PG 2PG 2 Who are we? RMIT Design for Impact Rita Arrigo Principal Consultant SMS Management & Technology Johnathan Gardner Consultant SMS Management & Technology
- 3. PG 3PG 3 Service Design and Digital Transformation Supermarket of the Future, but did not know anything about me
- 4. PG 4PG 4 Those who fail to adapt to change Those who adopt the technology Those who (re)build their business around the change Technologies have This hashappened before changed the market context 1960’s, 70’s 1970’s, 80’s 1990’s 2010’s Web, SOAClient Server IoT, APIsMainframe
- 5. PG 5PG 5 Business Drivers Store PoS Partner integration Tablets Gaming consoles Connected fitting rooms Smart sensors IoT Smart phones Connected cars Web Kiosks Digita l asset s API API API API
- 6. Micro Moments That hook Form habits Drive conversion
- 8. This habit has delivered 8 • 70 Million Users after being launched for just one year • 84% active for women • 50% active for men • 5 Million pins per day • 88% of pins via mobile
- 9. Individual Predictions is the goal 9 7:00 AM 9:00 AM 10:00 PM 7:00 PM 9:00 PM 12:00 PM
- 10. Identify common interactions and influences 10
- 11. Apply Machine Learning to Predict Individual Intent 11 Big Data Machine Learning 7:00 AM 9:00 AM 10:00 PM
- 12. Now customers are hooked ! 12 Triggers Actions RewardsInvestments
- 13. Apps that Pinterest Shares Data
- 14. PG 14PG 14 Designing Data Driven Interfaces- The Dawn of Thick Data that uncovers the meaning behind Big Data visualization and analysis. Big Data reveals insights with a particular range of data points, while Thick Data reveals the social context of and connections between data points. Big Data delivers numbers; thick data delivers stories. Big data relies on machine learning; thick data relies on human learning
- 15. PG 15 The Fluid User Interface - The Genesis SMS worked with a large Telco to deliver a next generation approach to improve customer service and enhance agent response for a 20,000 user agent contact centre across India, Indonesia and Australia. Using Design Thinking, and immersive observation of the current contact centre, a new User Experience Concept was developed to dramatically improve the performance of the agent. Users were identified into key persona’s. The existing system was unstable with users needing to open over 100 different applications, notes being taken in Notepad and high difficulty in training agents.
- 16. PG 16 The new Fluid Interface
- 17. PG 17 Flexible Canvas – Smart Canvas
- 18. PG 18 The Proposed Architecture Layers Days Years Consumer Layer API Management by APIGEE System of Record Consumption Layer Mobile Experiences Systems of Engagement Operational & Intelligence ERP Product Catalogs CRM Data Lake Data Warehouse Smart Canvas Analytics for Predictive Behaviors Self Service Field Force and Retails Contact Centres
- 19. PG 19PG 19 Taking it to Geospatial G20 SUMMIT
- 20. PG 20PG 20 G20 was the biggest operation in 150 year history of QPS G20 SUMMIT How big? 5300 delegates 2000 media 6400 police 2 years of planning
- 21. PG 21PG 21 Challenge G20 SUMMIT • Self-service & intuitive product • Real-time view operational assets • Temporal planning tool • Incident management platform • Access open source layers • Secure, integrated environment • Commercially available off-the-shelf, with minimal customisation…
- 22. PG 22PG 22 Atlas for G20 was born G20 SUMMIT
- 23. PG 23PG 23 High Level Solution Design G20 SUMMIT ATLAS – Advanced Tactical Location and Analysis System
- 24. PG 24PG 24 Realtime GIS G20 SUMMIT • 3500 Radios • 7500+ location reports a min • 500+ Layers • What about Social Media?
- 25. PG 25PG 25 Realtime GIS G20 SUMMIT TM 0845hrs0856hrs TM
- 26. PG 26PG 26 Historical View G20 SUMMIT What did Barack Obama do from 6am to 3pm on 15 November 2014?
- 27. PG 27PG 27 Planning Operations G20 SUMMIT TM TM
- 28. PG 28PG 28 The Result
- 29. PG 29PG 29 6400 G20 SUMMIT Resource Locations Brisbane CBD Saturday, 15 November 2014
- 30. PG 30PG 30 6400 Crowd Management Brisbane CBD Saturday, 15 November 2014 G20 SUMMIT
- 31. PG 31PG 31 Social Media Situational Awareness
- 32. PG 32PG 32 Questions? G20 SUMMIT
Editor's Notes
- Introduce the agenda: Who we are Who the clients were What the challenge was What we delivered and how we delivered it And finally, the result We will also save some time at the end for some questions.
- More Data allows us to see new! Location, Telecommunications Carrier Data the information of where you have been all the time so location has been datafied. Datafying more aspects of our lives Machine learning Able to predict breast cancer in biopsy
- Technology has changed the market context—in this case, led by mobile, powered by cloud, and exploding into billions of smart, sensing devices… CLICK But this has happened before. Other waves of technology have changed the market landscape, business and society. CLICK 13 But this has happened before. Other waves of technology have changed the market landscape, business and society. 14 And when these big technology-driven changes happen, there are three kinds of companies: CLICK those who simply fail to adapt…these are the companies that vanish, or at least struggle as a shadow of their former selves. These are the buggy-whip makers who passed on the whole automobile thing… CLICK then there are those who adopt the relevant technology or technologies…these companies stay competitive, endure, even continue growing CLICK but the ones who change the game and become market shapers themselves—they do more than just become competent with technology. They build—or rebuild—their business around the change, so the change becomes a driver of growth for them. One of the key indicators that a company is on this path is whether their success would be outlandish, even impossible, to achieve in the previous market context, before the new technology started having a massive impact…. You can probably guess the mobile example….
- Explosion of the number of devices that need to be interconnected Started with smartphones, tablets --- apps for a companies’ consumers or employees as people started to stare into their devices 24x7 Also started with desires for companies to expose data and information to more and more partners outside their firewall, and to do so securely increasingly find ourselves in conversations about CFR, cars, kiosks and of course IoT Existing SOA based systems cannot enable companies to adapt to this inflexion
- Consumer behavior has changed forever. Today's battle for hearts, minds, and dollars is won (or lost) in micro-moments— A micro-moment is when we reflexively reach for our devices, and we act on a specific intent and expect an immediate answer. They happen all the time and all along the consumer decision journey. [Google link] Micro-moments App addiction Conversion & Loyalty
- Technology providers including Salesforce.com, Hootsuite, Spredfast, Percolate, Piqora, Curalate, and Tailwind are presently the only companies granted access to the data
- We can look at these interactions across thousands or millions of customers to identify successful interaction patterns, and unsuccessful interaction patterns.
- Spredfast - Social Media Management System (SMMS) Hootsuite - Hootsuite social media management software for business Tailwind – Tool for scheduling Pins on Pintrest Percolate – The System of Record for Marketing Piqora -Engagement, ROI & Sales from your User Generated Photos (UGC) Salesforce
- So what was the challenge?
- The G20 Summit of 2014 was to be the biggest operation in the 150 year history of QPS! So how big was this operation for QPS? Over 5300 delegates Over 2000 media personnel It took 2 years of planning Includes 19 individual countries and the EU And included 6400 police officers from QLD, NSW, and internationally located police officers from New Zealand Logistically a nightmare to coordinate and deliver such a program of work within the timeframes specified All requirements, systems and tools were identified during the initial planning phase - this included the absolute need to provide location information and geospatial capabilities to commanding officers in the POC and RPOCs, however what this looked like was yet to be discovered.
- Mission Statement - QPS wanted to uplift the existing enterprise GIS capability to enhance operational planning, situational awareness and analysis capability to ensure a successful G20. In detail: A self-service and intuitive product View real-time locations for over 6,000 operational assets (personnel and vehicles) A temporal planning tool which allowed the editing of specific layers in conjunction with the event schedule the ability to manage and respond to incidents including identifying officers in duress display additional open source layers Secure, integrated environment – within the existing QPS network, compartmentalised for G20 staff If all that wasn’t enough a final requirement from the Queensland Government wanted something commercially available off-the-shelf, with minimal customisation…
- EB
- 3 tiered architecture Database tier Application tier Web Tier 15 Map Services and 31 Feature Services referencing over 200 layers. These layers were sourced from both secure and non-secure databases depending on the classification of the data External feeds from BOM - Weather TMR – Traffic volumes NearMap - Imagery The solution would need to be accessible from secure desktop machines and 4G laptops.
- As previously stated, Commanders and staff were required to visualise the location of over 6500 personnel and vehicles, ranging from Queensland Police to Australian Defence force, officers on foot to Marine and Air assets. It was essential for users to instantly recognise the unit type at first glance. Personnel and Vehicles were equipped with GPS enabled radios which would provide an ID and location data, via the Government Wireless Network or GWN to a central database which would enriched the record using a unique radio ID with the personnel roster, or vehicle inventory. This personnel roster would include data about the resource, for example, callsign, assigned unit, role (commander, team leader, etc). The vehicle inventory would contain vehicle type, assigned, registration, etc. Each of the radios would have a polling rate between 5 secs - 1 min depending on the unit type. To supplement this a distance tolerance was introduced which would transmit a location if the radio had moved in excess of 100m from it’s last communicated location report. This information would then be disseminated to the user in a number of layers which would: Personnel by unit type (Counter-terrorism, counter narcotics, traffic police, etc) & role (commander, supervisor team leader, team member) 4 roles x 20 units 80 = 80 layers Vehicles by type & unit (Patrol car, mounted police, dog section, etc) 20 variants x 20 units = 400 layers Additional layers were included which encompassed all resources (vehicle & Personnel) In 2011 London was at the mercy of a large group of individuals that decided to riot. Post-event it was identified that the rioters had organised via personal communications and Social Media. Knowing this QPS engaged on an active campaign to monitor all available social media outlets in order to identify patterns and incidents which may require their attention. Unfortunately, I’ve not got any pictures of that that but I can show you an example of what it may have looked like a little alter on.
- This wasn’t enough, a user required the ability to quickly recognise old location reports. Therefore each layer was constructed to only allow location reports received in the past 11 mins to be shown in Blue, and location reports older than 11mins would be displayed with different symbology. 0845 – A team member located on Ann street, Brisbane. Over the next 10 mins 59 secs the unit would be displayed in blue. At the change of the system clock ticks over to 0856 the symbol would change to grey.
- These reports being supplemented with a date time would enable users to visualise past locations for a unit. The temporal aspect of
- historical view of resources and planned locations of assets and personnel. (time slider) For example a route would be displayed in the webmap to show it was in use by a dignitary. Also the planned unit locations would display to show a unit should be in position. Each planned feature was provided a ‘start time’ and ‘end time’ using the temporal feature options in ArcGIS Desktop the two fields were used to activate historical view and enable the timeslider in the webmap. Using the same fields in conjunction with an expression using the ‘CURRENT_TIMESTAMP’ (built-in SQL function) a route would appear and then disappear based upon the fields. This capability was enabled on a huge selection of layers which included: Debris Management - symbology on the webmap would change to remind commanders that street furniture, such as dustbins, etc. are required to be searched. Each location could have a different search frequency as the expression would include a 3 field with the frequency which would be used to offset the timestamp. Routes - appear and disappear Units - appear and disappear
- Immensely successful event which can be measured by the number of arrests, disturbances, casualties and violence during the 2 events No arrests during the Cairns event and only 14 arrests (for minor infringements) for the leaders summit in Brisbane No damage to property during either event And no deaths or injuries sustained This can be compare to over 900 arrests in Toronto in 2010 and over 120 arrests in London on 2009, so it was a fantastic achievement by the Queensland Police Service Brisbane and QPS has become a model for future G20 events
- Brisbane CBD - Saturday, 15 November 2014 Wouldn’t want to be a criminal in Brisbane at the G20 This snapshot shows all active radios within the Brisbane CBD on Saturday the 15th November. You can also see a number of Personal Protection Officers. These are indicated by the flag of the country they have been allocated to If you look closely you will also notice a Duress location! This turned out to be a false alarm
- Brisbane CBD - Saturday, 15 November 2014 Close Monitoring of Protestors - 123 “clustered” officers following the “WAR” and “FALUN GONG” protests! 58 officers lying in wait along the route! PolAir2 still hovering. POTUS (the president of the united states ,and a number of Spouses Program locations) “aged” to indicate no new GPS location received for the last 11 minutes