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XLA Design Thiking

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Speaker: Marco Gianotten

Published in: Technology
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XLA Design Thiking

  1. 1. HOW TO WOWMarco Gianotten
  2. 2. Creative Problem Solving in Enterprise IT
  3. 3. Perfect Storm
  4. 4. Volatility VUCA Uncertainty Complexity Ambiguity
  5. 5. Beauty BE HIP Elegance Happiness Purpose Inclusion
  6. 6. Purpose
  7. 7. Mission What business are we in? Provides focus Purpose What impact do we strive for? Mobilizes and connects
  8. 8. Empowering people to stay a step ahead in life and in business
  9. 9. • Is a key ingredient for a strong, sustainable, scalable culture • Is the narrative for sense-making in disruptive markets • Propels people to buy into change; resisting short-term thinking • Encompasses long-term economic value and sustainable growth Purpose
  10. 10. Let’s disrupt IT
  11. 11. How to prevent being cool…
  12. 12. To the business the acronym SLA often stands for Secrets, Lies and Assumptions
  13. 13. It has nothing to do with the quality experienced by the user or performance in real business-life Up to 100Mbps? Latency smaller than 150ms? 95% Major Incidents resolved in < 4 hours? 90% Minor Changes < 5 workdays?
  14. 14. E TS © InsightDiscovery T What are your relationship colors today?
  15. 15. Strong-willed Competitive Sharp Demanding Enthusiast Dynamic Expressive Inspiring Objective Cautious Analytical Accurate Caring Harmoniously Patiently Considering
  16. 16. Today’s color mix © Giarte
  17. 17. Focus FlowCare Process
  18. 18. What’s reality?
  19. 19. Xperience Level Agreements
  20. 20. Does it make sense? Can it be achieved? Is it useful? Business Viability Technical Feasibility User Desirability Design Thinking
  21. 21. MRI experience 80% of the kids need sedation because they are scared “Only 5% needs sedation” With a pirate ship…
  22. 22. Experience by design “Start with the customer experience and work back towards the technology.” Steve Jobs
  23. 23. Cleanliness? Promptness? Location? WAAwesome!
  24. 24. Satisfaction Doing what you’re supposed to do Experience Doing what really matters
  25. 25. Intuitive Behavior Reflection Expectations Emotional Design First Impression Look and Feel Desirability Functionality Performance Usability Self-image Recollection Social Sharing Strong believes what will happen next
  26. 26. Emotional Mapping Behavior Fast Simple Slow Awful Complex Overwhelming Crummy Functional Underperforming Intuitive Cool Beautiful Ugly Elegant Boring Tasteless Attractive Cheap Cute Expectations Optimistic Fearful Hopeful Indifferent Disappointed Confident Whatever Bullish Radical Reflection Hip Bitter Awesome Mediocre Recommended Hated Lovable Trusted Jealous
  27. 27. LEFT BRAIN RIGHT BRAIN
  28. 28. LEFT-BRAIN SLOGAN RIGHT-BRAIN SLOGAN
  29. 29. HIGH TECH HIGH TOUCH
  30. 30. TECH METRICS TOUCH METRICS
  31. 31. Average resolution time User satisfaction Self-reliance opportunity Lost user productivity Ticket volume trend Resolution deviation
  32. 32. GOOD GREAT
  33. 33. TRADITIONAL IT DIGITAL BY DEFAULT
  34. 34. XLA METHOD CARDS XLA is a suite of method cards, workshops, new gen KPIs, measure tools and analytics
  35. 35. …I want an output-based ecosystem, managing performance end-to-end… Can you be more specific?? Huh?
  36. 36. Above the wing Below the wing Flight delays due to IT
  37. 37. digitalempathy.rocks

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