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visible                       2010-06-18
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designers!




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eda.c
enterprise design
associates. consultancy


milan guenther
pa...
Visible Enterprise Architectures: Designing Enterprise - People Experiences
Visible Enterprise Architectures: Designing Enterprise - People Experiences
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Visible Enterprise Architectures: Designing Enterprise - People Experiences

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Organisations are struggling to adequately connect their people to business processes, information, and interactions. Although most manual interactions between a human and an organisation today include dealing with IT systems, user experience and usability in the enterprise is still behind what is common in the consumer space. Unstructured data, manual interactions, ad-hoc communication processes, and organisational identity and culture are not well addressed by EA today.

This presentation will introduce a people-centred perspective of organisational information systems and their touch points with users. It describes a framework for a Design initiative based on EA insights and related practices, with the goal to integrate users, information and interaction in an optimal way.

Key elements:

* Making the Enterprise visible and usable to human users
* Approaching the people issue from a global perspective
* Using this framework to align, consolidate and integrate user-facing elements

Published in: Design, Technology, Business
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Visible Enterprise Architectures: Designing Enterprise - People Experiences

  1. 1. --------------------------- --------------------------- visible 2010-06-18 enterprise --------------------------- Designing architectures Enterprise / People Experiences --------------------------- EAC Europe 2010, London --------------------------- Milan Guenther Partner, eda.c
  2. 2. --------------------------- 01 we are designers --------------------------- 02 views on architecture --------------------------- 03 why now? --------------------------- 04 definitions, context, concept and method --------------------------- 05 illustration
  3. 3. --------------------------- 01 we are designers
  4. 4. --------------------------- ----------------------------------------------------------------------------- 01.01 designers? piracy ntm booklet -nm number -issue date correction -date -edit date -time interval -source[ntm,other(navtex,navarea)] weather +update() +mark() -date +view() chart object (S-57) update schedule update -wind -next update date -lat/lon -pressure -edition -category -last update date -waves updating log +download() -type[point,line,area] +edit() -currents +apply() -temperature +get info() route +view() +view() -precipitations -storms -from -time interval -to -possible deviation HO -coverage -passage plan -country +update() waypoint -markings -is_primary +view/play() -alternative +filter() -type[WP/WOP] -type[predefined/manual/auto] -is critical leg -planned/actual -lat/lon -port controls acceptance chart -turning radius -distance -restrictions -edition -name -dev publication -default settings -publication date -remark -dtm -purpose[sailing directions,tidal tables, lights, ...] -critical points -id:number/code tides -notify -speed -medium[electronic,paper] -stop duration -mode[sea,...] +plan() -status[absent/onboard] -date +plot() -flag state approval -speed -type[rhumb,g.c.] -medium[electronic/paper] +view() +edit() -port controls acceptance -eta +add() -purpose[general,lights,...] +remove() -scale +view() -time to next +remove() +split() -type[ENC/official,supplementary] danger/caution +add() +join() -necessity[desirable,mandatory] +remove() +reverse() -transition points catalogue +move() +export() -is_still_valid +goto() -update_date +import() -is_up_to_date +mark() -is_uptodate +calculate() -depiction[S-52,int1,paper,3D] +view() -medium[paper,ENC,publication] +check() -database[primar,pro+,enc,paper] collection(ENC)/folio(paper) port +check() +find() emergency +update() +print() +select() -type[fire,collision,grounding,piracy,storm,mob,rescue] -guide to port entry +browse() voyage (plan) +replace() +view() -procedure/contact person -country -departure -info +annotate/draw() +trigger() -arrival +view() +find() -signatures ECDIS +measure/erbl() phase -reporting/obs -name +create() order +update() inventory/portfolio +print() track -amount +trigger() -date of last check +edit() -date +execute() +check() +submit() +export() license +browse() +receive() log book observation +import() +approve() -price -date +reject() -expiration date area +make entry() -position -limit -type[predefined,user-defined] -bearing -zone/chart -covered_by[paper,ENC,suppl] report -next report date -distance calc +plan() -date company -model[dynamic,static] +create() -content +purchase() -forms/templates +plan() -details +renew() +create() licencee +edit() zone voyage costs +compile() -payment details +submit() subscription -fixed costs +edit() +approve() -expires -bunker costs +reject() -product +calculate() +subscribe() vessel +unsubscribe() course -status[at berth/en route] -position -heading -details -course over ground -IMO-ID +calculate gyro error() -speed +calculate magnetic course() -eta +look up position() Fleet +edit status() +plot intercept course() +edit details()
  5. 5. --------------------------- ----------------------------------------------------------------------------- 01.02 designers!
  6. 6. --------------------------- ----------------------------------------------------------------------------- 01.02 designers!
  7. 7. --------------------------- ----------------------------------------------- 01.02 designers! Ü Courtesy Peugeot, Volkswagen
  8. 8. --------------------------- ---------------------------------------------- 01.03 We are a strategic design consultancy. eda.c We leverage technology to connect our business clients to people, and to give these people what they need. We do research, and we envision and (re)design all system elements neccessary to support this, resulting in visible and tan- gible results such as new services, media or products. We collaborate with business owners, analysts, engineers, developers, users, customers, suppliers, partners, investors. And we are lucky to work with Enterprise Architects sometimes!
  9. 9. --------------------------- 02 views on architecture
  10. 10. --------------------------- ----------------------------------------------------------------------------- 02.01 architecture to define systems Courtesy Stadt Düsseldorf
  11. 11. --------------------------- ----------------------------------------------------------------------------- 02.02 architecture for perception Courtesy Filippo Salamone
  12. 12. --------------------------- ----------------------------------------------------------------------------- 02.03 architecture for usage Courtesy Jörg Dickmann
  13. 13. --------------------------- ----------------------------------------------- 02.04 modelling to integrate and address various aspects Courtesy FOGA / Ethan K. / Penke Immobilien / Hoffman Engineering
  14. 14. --------------------------- ---------------------------------------------- 02.05 Architecture is about making a large system of interrelated things work. designing an enterprise It is about function, working with constraints and opportunities, integration with existing environments, and feasibility. But architecture is as well creating something really useful for people. The result should be visible and usable. How can we design an Enterprise to make it perform, communicate consistently, look great and behave well? What will people see, do, and learn when they are interac- ting with this Enterprise? How does it create value for them? Just as real architecture does, Enterprise Architecture should centre on the people working and living with(in) its results.
  15. 15. --------------------------- 03 why now?
  16. 16. --------------------------- ---------------------------------------------- 03.01 organisations: agile, visible, extended deliveRy issues – ZOOM + d e Each circle represents a unique actor. The lines con- necting the actors illustrate the level of integration, In the issue identification and communication phase of an outsourcing and and thus the effort of collaboration. international development project, this interactive tool for the visual explo- Using the mouse, the user can zoom in and out and navigate in the space to explore all business areas. ration of delivery processes serves as a central device for collaboration CUSTOME R between the client and the consulting team. The tool provides a three- dimensional view of the logistical data, derived from data sources. The s. user can explore the dependencies and relationships between the different CUSTOMER actors and easily identify issues and opportunities for optimization. SUPPLIER SUPPLIE R CUSTOMER CUSTOMER CUSTOME R DEP ARTMENT SUPPLIE R SUPPLIE R DEP ARTMENT SUPPLIER CUSTOMER SUPPLIE R SUPPLIE R CUSTOMER DEP ARTMENT DEP ARTMENT CUSTOME R CUSTOMER CUSTOMER CUSTOMER CUSTOME R CUSTOME R By placing and connecting the chips, participants can develop a scenario and discover the interdepen- dencies of the different assets involved. DEP ARTMENT 20090223_booz_concepts.indd 44-45 27.02.09 14:10 Organisations have to adapt quickly to changes, including human interaction. 27.02.09 14:10 Businesses reach out to integrate customers and their ecosystem. Dialogues and transactions, reputation and trust are established online.
  17. 17. --------------------------- ---------------------------------------------- 03.02 people: powerful, ProjeCtS demanding, each business object type is represented by a selector. connected Strategy ProjeCtS each business object type is represented by a selector. Marketing dAsHbOARd Users can explore the visualizations on wall pro- By placing, moving and combining the selectors, dAsHbOARd Users can explore the visualizations on wall pro- ROOm jections and collaboratively adapt the information users can create different data visualizations. displayed to their needs. ROOm jections and collaboratively adapt the information displayed to their needs. HR By combining visual elements in a room with data visualization, dashboard rooms enable consultants to present information to clients using a truly interactive interface. Appearing like digital signage applications, live data becomes visible and tangible as the project stakeholders collaboratively change views and perspectives on large amounts of data as they explore By combining visual elements in a room with data visualization, dashboard and discuss the business challenge. IT rooms enable consultants to present information to clients using a truly interactive interface. Appearing like digital signage applications, live data becomes visible and tangible as the project stakeholders collaboratively change views and perspectives on large amounts of data as they explore 20090223_booz_concepts.indd 56-57 27.02.09 14 and discuss the business challenge. Services offering compelling and useful experiences, creating real value in their 27.02.09 14:10 use context, will replace today‘s mass of disconnected tools and unfiltered data. People connect, communicate and build tribes. The voice of a few can be heard cORPORATe blOg equally loud and clear as a big campaign.
  18. 18. --------------------------- ---------------------------------------------- 03.03 technology: everywhere, intelligent, invisible dATA diAgRAm Monolithic applications and static files are As a technique for communicating with the client‘s stakeholders, this con- cept illustrates the communication of data to a broad audience via a simple, animated large-scale visualization. The concept unites aesthetics with the display of information and makes important data perceivable to the viewer by an adequate representation in space and time. replaced by modular components and aggregated data, assembled and delivered according to individual usage scenarios via portals and customisable channels. Digital devices integrate themselves in our daily lives as embedded, hidden media. 27.02.09 14:10
  19. 19. --------------------------- ---------------------------------------------- 03.04 « We‘ll witness a return to the integrity of craft, the humanity of authorship, and the human the rebalancing of our virtual and physi- factor cal spaces. We‘ll see a 21st-century re- naissance in arts- and design-centered approaches to making things, where you - the individual - will take center stage in culture and commerce. » John Maeda, 2010
  20. 20. --------------------------- ---------------------------------------------- 03.05 Engineering and IT rediscover their core competencies in “building things”. we need bridges Applied sciences (business, law, etc.) are investigating the ongoing digitalisation of life and business. Human sciences such as psychology, sociology and andthropology contribute knowledge and reflection on people. Based on these insights, Architects and Designers envision (better) products, services, systems, experiences - and Enterprises.
  21. 21. --------------------------- 04 definitions, context, concept and method
  22. 22. --------------------------- ---------------------------------------------- 04.01 Role A set of common characteristics that enterprise defines a user/enterprise relationship and design can be used to tailor the experience to definitions individuals or groups. One person can in- herit multiple roles. Examples: Sales Employee, Swiss client, Top Performer, under 27 years old. Touch Point Point of contact between the enterprise and an individual or group. A touch point is a channel to deliver services to people. They can be used to adapt the experience to specific use contexts. Examples: Blackberry in the Tram, Intranet Portal accessed from a public terminal Service An element that delivers benefits to an individual or group by delivering valuable information or facilitating interactions. Examples: Live Stock Price, Buy Music
  23. 23. --------------------------- ------------------------------------------------------------------------ 04.02 Strategy context: architecture, Architecture Identity experience, identity Processes Design Organisation Behaviour Capabilities Messages Knowledge Culture Technology Image Enterprise Design Information and Content Interaction and Behaviour Perception and Usability Experience People
  24. 24. --------------------------- ------------------------------------------------------------------------ 04.02.01 Strategy architecture Architecture Processes Organisation Capabilities Knowledge Technology Enterprise
  25. 25. --------------------------- ------------------------------------------------------------------------ 04.02.02 Strategy identity chitecture Identity Processes Design Organisation Behaviour Capabilities Messages Knowledge Culture Technology Image Enterprise
  26. 26. --------------------------- Design ------------------------------------------------------------------------ 04.02.03 experience Information and Content Interaction and Behaviour Perception and Usability Experience People
  27. 27. --------------------------- ------------------------------------------------------------------------ 04.02.04 1st example ikea
  28. 28. --------------------------- ------------------------------------------------------------------------ 04.02.05 2nd example apple
  29. 29. --------------------------- ------------------------------------------------------------------------ 04.03 Organisation Processes Structure Content Usefulness Engagement viewpoints Rules Presentation Locale aspects Business People Information Context ia Convergence ed M Accessibility Interaction Alignment Value Behaviour Availability Interactivity Security Guidance O pe Resources ra Relationships tio ns Performance Technology Infrastructure Functionality Systems Composition Productivity Network Adaptivity Collaboration Service Platforms Exploration
  30. 30. --------------------------- ------------------------------------------------------------------------ 04.03.01 business viewpoint Organisation Str Processes Co Rules Pres Business Info
  31. 31. --------------------------- ------------------------------------------------------------------------ 04.03.02 people viewpoint Structure Usefulness Content Engagement Presentation Locale People Information Context ia Convergence ed M Accessibility
  32. 32. Resources er --------------------------- ------------------------------------------------------------------------ at 04.03.03 Relationships io ns functionality Performance viewpoint Technology Functionality Composition Productivity Adaptivity Collaboration Platforms Exploration
  33. 33. --------------------------- ------------------------------------------------------------------------ 04.03.04 infrastructure viewpoint Te Infrastructure Systems Co Network A Service
  34. 34. --------------------------- ------------------------------------------------------------------------ 04.03.05 information aspect Organisation Structure Usefu Processes Content Engag Rules Presentation Locale Business Peop Information ia ed M
  35. 35. --------------------------- ------------------------------------------------------------------------ 04.03.06 interaction aspect Context ia Convergence ed M Accessibility Interaction Behaviour Interactivity Guidance O pe Resources ra Relationships tio ns Performance
  36. 36. O pe --------------------------- ------------------------------------------------------------------------ ra 04.03.07 tio technology ns aspect Technology Infrastructure Funct Systems Composition Produ Network Adaptivity Collab Service Platforms Explo
  37. 37. --------------------------- ------------------------------------------------------------------------ 04.03.08 alignment aspect Alignment Value Availability Security
  38. 38. Presentation Locale --------------------------- ------------------------------------------------------------------------ 04.03.09 media People aspect Information Context a Convergence i ed M Accessibility Interaction Behaviour Interactivity Guidance O p
  39. 39. --------------------------- ------------------------------------------------------------------------ 04.03.10 Interaction operations Behaviour aspect Interactivity Guidance O pe Resources ra Relationships tio ns Performance Technology Functionality
  40. 40. --------------------------- ------------------------------------------------------------------------ 04.04 Strategy methodology Principles Standards Governance Governance applies to is subject of Enterprise Approach Design Library works with Systems Assets Reuse Role Designs
  41. 41. --------------------------- ------------------------------------------------------------------------ 04.04.01 Principles governance Standards Governance Governance applies to On an Enterprise level, develop a strategy for each individual view- point and aspect described before. Based is subject of on systemic architecture models, as well as identity initiati- ves focusing on perception and values, derive goals and principles for the experience of people interacting with your organisation. Enterprise Establish standards, clearing and governance processes for the Ap most relevant touch points, roles and services. Design
  42. 42. --------------------------- ------------------------------------------------------------------------ 04.04.02 approach Enterprise Approach Design Library works with Use an iterative design approach to define new parts of your Enterprise Design, running multiple cycles of research and ana- lysis, creative concept and design, test and validation, and implementation and deployment. Involve stakeholders repre- senting these different viewpoints. In each step, explicitly address every dimension and aspect, to ensure that there will be no single characteristic of Role Designs the resulting experience designed without intent.
  43. 43. --------------------------- ------------------------------------------------------------------------ 04.04.03 library Library works with Systems Assets Reuse Use the library to deploy and allocate reusable patterns and com- ponents elaborated during the design process, as well as globally available framework elements. The different assets managed in the library should be used as buil- ding blocks for a rapid design and implementation of new and en- hanced Role Designs, directed at business units and users, leve- raging existing infrastructure and functionality.
  44. 44. --------------------------- ------------------------------------------------ 05 illustration This concept demonstrates the implemen- tation of a touch point for employees of a mobile sales force. Services adapted to the specific needs of this role and its exchange with customers are embedded in a consolidated portal.
  45. 45. ------------------------------------------------------ eda.c enterprise design associates. consultancy milan guenther partner p +49 211 484 6368 m +49 178 132 7744 milan.guenther@eda-c.com www.eda-c.com @eda__c special thanks to eva pika, benjamin falke, dennis middeke

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