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Driving AI with QXbD, Quality eXperiences by Design

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Deck presented at Design Thinking 201 during Nokia's session on design practices for Artificial Intelligence.

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Driving AI with QXbD, Quality eXperiences by Design

  1. 1. Jose de Francisco Chief Designer, Nokia Cloud & Network Services Distinguished Member of Bell Labs Head, Nokia Chicago Innovation Center DESIGN & INNOVATION GLOBAL AWARD
  2. 2. www.DesignThinkingUSA.com From traditional case studies and design-led transformation stories to organizational resilience and agility in trying times, Design Thinking and innovative, human-centered approaches continue to grow in relevance and application across scenarios and disciplines. To highlight these efforts, the 2021 Design & Innovation Global Awards feature exceptional stories demonstrating how Human-Centered Design and the Design Thinking methodology are pivotal to transformation journeys of all types.
  3. 3. 2021 Design & Innovation Global Award 2021 Digital Transformation Top 3 Finalist
  4. 4. September 20-22, 2021 I Hilton Downtown I Austin, TX Jose de Francisco Chief Designer, Cloud & Network Services Business Group Distinguished Member of Bell Labs Driving AI with QXbD Quality eXperiences by Design Tuesday, September 21st, 2021 1:15 PM Conference Discount Code: DT21_Francisco www.designthinkingusa.com #DesignThinking2021
  5. 5. <Document ID: change ID in footer or remove> <Change information classification in footer> Driving AI with QXbD Quality eXperiences by Design Jose de Francisco, Chief Designer Distinguished Member of Bell Labs Head, Chicago Innovation Center Design Thinking 2021 Austin, TX, September 21 Nokia CNS, Cloud & Network Services © 2021 Nokia
  6. 6. Session Brief We happen to be immersed in the makings of a brave next normal where everything can be revisited and rethought to be better delivered as a seamless service. The ‘experience economy’ is finally taking hold. This means that a ‘customer-first’ mindset and an unwavering commitment to ‘outstanding quality’ are essential to win hearts and minds because what ‘value’ is (and is not) at any given point of time remains a human consideration informed by our experiences. Digitalization has not only accelerated beyond expectations during the recent pandemic, but has also furthered the relentless adoption of pervasive communication technologies and AI, Artificial Intelligence, across markets and industries. Given the exponential rise of autonomous systems that can enable on-demand self-service offerings, which are coupled with instant mass customization… the more we digitize, the greater the reach and, therefore, the more pressing the need to excel at Human Centered AI with moral imagination and creative confidence. © 2021 Nokia
  7. 7. D N A & H E R I T A G E V E N T U R E D E S I G N S T U D I O H U M A N C E N T E R E D A I Q X B D P L A Y B O O K S A M P L E S & W H I T E B O A R D A P P L I E D D E S I G N R E S E A R C H Session Agenda Q&A © 2021 Nokia
  8. 8. <Document ID: change ID in footer or remove> <Change information classification in footer> Human Factors Engineering John Karlin Bell Labs 1947 © 2021 Nokia
  9. 9. <Document ID: change ID in footer or remove> <Change information classification in footer> Information Theory Claude Shannon Bell Labs 1948 © 2021 Nokia
  10. 10. <Document ID: change ID in footer or remove> <Change information classification in footer> Museum @ Nokia CIC Chicago Innovation Center © 2021 Nokia
  11. 11. © 2021 Nokia
  12. 12. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center © 2021 Nokia
  13. 13. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio © 2021 Nokia
  14. 14. EXPLAINABLE ARTIFICIAL INTELLIGENCE (XAI) VENTURE DESIGN STUDIO HUMAN CENTERED DESIGN HC AI H U M A N C E N T E R E D A R T I F I C I A L I N T E L L I G E N C E NOKIA Chicago Innovation Center VDS Venture Design Studio HMS - HCAI Human-Machine Systems Human Centered AI © 2021 Nokia
  15. 15. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS - HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design QXbD’s JDS C O L L A B O R AT I V E , I N T E R D I S P L I N A R Y , N O N - L I N E A R J O I N T D E S I G N S P R I N T S E R I E S © 2021 Nokia
  16. 16. QXbD’s TOPP H Y P E R I T E R AT I V E & T E S T O R I E N T E D P R O G R E S S I V E P R OTOT Y P I N G NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping © 2021 Nokia
  17. 17. Human-Machine System Governance & Closed Loop Cognitive Decision Systems HC AI, HUMAN CENTERED ARTIFICIAL INTELLIGENCE User Modeling & Adapted Interaction (UMAI) Explainable AI (xAI) Graph Theory & Visual Analytics Generative Design Recommender Systems (RecSys) & Collaborative Filtering Human In/On The Loop Computing Natural Language Processing (NLP) Sentiment Analysis - Affective Computing Multimodal UI, Chatbots & Computer Vision Intent Based & No-Code Programming Human Centered AI © 2021 Nokia
  18. 18. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Myths & Paradoxes ALPHA 2021 Prevailing misinformed MYTHS & real-life PARADOXES Automation drives human factors out of the equation Technological prowess alone leads innovation Quality means zero defects The greater automation’s reach, the more pervasive self-service becomes... …and more humans and diverse touch points happen to unavoidably surface The most transformative the technology, the more pressing the need for derisking by deliberately designing to optimal user value Quality is a function of value, which is an evolving human consideration
  19. 19. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Myths & Paradoxes ALPHA 2021 Prevailing misinformed MYTHS & real-life PARADOXES W H I T E B O A R D AUTOMATION ENABLES SELF-SERVICE MODELS AND DEMOCRATIZES Technology IN THE PROCESS, WHICH LEADS TO SUCCESSFUL SCALING ADVANCED AUTOMATION ENABLES NIMBLER TEAMS TO perform AT GREATER SPEED, SCALE AND SCOPE… operations AND SERVICEABILITY are MOST EFFECTIVE and efficient WHEN LEADING WITH quality DESIGN SERVICE DESIGN’S FRONT STAGE SERVICE DESIGN’S BACK STAGE Bottom line: the fact is that human centered design becomes more critical, rather than less Start with designing to customer value Then Back engineer the technology
  20. 20. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: HMS Capability Modeling & Maturity Level Canvas ALPHA 2021 AUTOMATICS AUTONOMATION AUTONOMICS SILOED LABOR intensive NO CODE (INTENT) & SELF-SERVICE PROGRAMMABILITY, COMMAND & CONTROL RIGID DYNAMIC ADAPTIVE C A P A B I L I T Y L E V E L S C A P A B ILITY LEV ELS System capability modeling & maturity level canvas
  21. 21. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International AUTOMATICS AUTONOMATION AUTONOMICS SILOED LABOR intensive NO CODE (INTENT) & SELF-SERVICE PROGRAMMABILITY, COMMAND & CONTROL RIGID DYNAMIC ADAPTIVE C A P A B I L I T Y L E V E L S C A P A B ILITY LEV ELS System capability modeling & maturity level canvas sample W H I T E B O A R D • Product Portfolio • Human centered tilt • R&D Investment size Nokia VDS QXbD: HMS Capability Modeling & Maturity Level Canvas ALPHA 2021
  22. 22. Front & back Service stages collaborating ASSISTING ALERTING prescribing REPORTING PREDICTING COMMAND & CONTROL PROGRAMMING EXPERIMENTING interrogating communicating communicating auditing Learning / unlearning SELF-ORGANIZING Cognitive Decision system HMS Informatics Modeling matrix Front & back Service stages Front & back-end technologies Self-service streamlining Protecting & securing I N I T I A T E S Front & back-end technologies H2H M2H H2M M2M CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: HMS Informatics Modeling Matrix ALPHA 2021 SELF-SERVICING
  23. 23. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: HMS Informatics Modeling Matrix ALPHA 2021 USER ASSISTANCE - UMAI, USER MODELING & ADAPTIVE INTERACTION COMPUTER AIDED DESIGN GENERATIVE DESIGN SENTIMENT ANALYSIS & AFFECTIVE COMPUTING PREDICTIVE ANALYTICS PRESCRIPTIVE ANALYTICS RECSYS, RECOMMENDER SYSTEM CONTEXT ENABLED BPA, BUSINESS PROCESS AUTOMATION INTELLIGENT USER INTEFACE VISUAL / INFOGRAPHIC ANALYTICS XAI, EXPLAINABLE ARTIFICIAL INTELLIGENCE HITL HUMAN IN THE LOOP COMPUTING NO-LOW CODE PLATFORMS NLP, NATURAL LANGUAGE PROCESSING COMPUTER VISION MULTI-MODAL USER INTERFACE DEEP TECH PROCESS MINING RPA, ROBOTIC PROCESS AUTOMATION HOTL HUMAN ON THE LOOP COMPUTING INTENT BASED PROGRAMMING ANOMALY, RISK & THREAD DETECTION VULNERABILITY & CRISIS MANAGEMENT AI-SAFE, AUTOMATED INTELLIGENT SYSTEM FOR ASSURING SAFE WORKING ENVIRONMENTS CHATBOTS MONITORING ANALYTICS DESCRIPTIVE & DIAGNOSTIC ANALYTICS DATA VISUALIZATION DIGITAL TWINS SPoG, SINGLE PANE OF GLASS EXPERIENCE & ENGAGEMENT ANALYTICS HC AI HUMAN CENTERED ARTIFICIAL INTELLIGENCE W H I T E B O A R D
  24. 24. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Decision Support Systems Continuum ALPHA 2021 Decision systems continuum Quality DATA Insightful ANALYTICS Actionable OPTIONS RAW MATERIAL FUEL GEARS ENGINE Resolution Relevance Recency Robustness FOUR Rs’ ACID TEST in Quality assurance Value creation feedback loop explainable DECISIONS
  25. 25. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Analytics Design & Cognition Dimensionality Mapping ALPHA 2021 analytics design & COGNITION dimensionality mapping AIMING far FORESIGHT DRILLING deep Going wide hindsight insight GOING BACK ZOOMING IN/OUT (ABSTRACTION LEVELS) SINGLE PANE OF GLASS oversight
  26. 26. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Analytics Design & Cognition Dimensionality Mapping ALPHA 2021 analytics design & COGNITION dimensionality mapping AIMING far FORESIGHT DRILLING deep Going wide hindsight insight GOING BACK ZOOMING IN/OUT (ABSTRACTION LEVELS) SINGLE PANE OF GLASS oversight W H I T E B O A R D Predictive analytics Prospective models (WHAT-iF) decisioning Prescriptive analytics & Generative design Network effects & externalities Root cause & heuristics Descriptive analytics Correlation Covariance causation Observability & explainability Deductive Inductive abductive Monitoring analytics Auditing analytics Predictable patterns Hidden patters Outliers Anomaly detection Confidence & risk levels Metacognition backlog Digital twin simulation Options analysis Learning & unlearning Who What what-if Why Why-not How when
  27. 27. <Document ID: change ID in footer or remove> <Change information classification in footer>
  28. 28. CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Dynamic Closed Feedback Loop Modeling ALPHA 2021 Dynamic Closed feedback loop modeling NEXT QXBD SESSION TO BE SCHEDULED STAY TUNNED P L A C E H O L D E R
  29. 29. MATERIALIZING COMPLEX MODELS WITH creative VISUAL THINKING AND INFORMING our DESIGN thinking BY INTENSIVELY DOING CC BY-SA 4.0, Attribution-ShareAlike 4.0 International Nokia VDS QXbD: Visual Thinking Poster ALPHA 2021
  30. 30. QXbD’s USECASEABILITY USEFULNESS x UTILIT Y x USABILIT Y AFFECTIVIT Y x EFFIC ACY NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping © 2021 Nokia
  31. 31. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #1 of 8 AUTONOMICS & AUTONOMATION (JIKODA) © 2021 Nokia
  32. 32. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #2 of 8 COLLABORATIVE FILTERING & GENERATIVE DESIGN © 2021 Nokia
  33. 33. NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #3 of 8 SIMPLICITY’S PARADOX © 2021 Nokia
  34. 34. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #4 of 8 VISUAL ANALYTICS & NESTED CLUSTERS © 2021 Nokia
  35. 35. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #5 of 8 IMMERSIVE FORM FACTORS & ENVIRONMENT IXD © 2021 Nokia
  36. 36. NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #6 of 8 EXPERIENCE DRIVEN & COGNITIVE BEHAVIOR © 2021 Nokia
  37. 37. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #7 of 8 INTERDISCIPLINARY METACOGNITION © 2021 Nokia
  38. 38. <Document ID: change ID in footer or remove> <Change information classification in footer> NOKIA Chicago Innovation Center VDS Venture Design Studio HMS – HCAI Human-Machine Systems Human Centered AI QXbD Quality eXperiences by Design JDS Joint Design Sprints TOPP Test Oriented Progressive Prototyping USECASEABILITY Sample Case #8 of 8 INFORMATICS © 2021 Nokia
  39. 39. D N A & H E R I T A G E V E N T U R E D E S I G N S T U D I O H U M A N C E N T E R E D A I Q X B D P L A Y B O O K S A M P L E S & W H I T E B O A R D A P P L I E D D E S I G N R E S E A R C H Session Agenda Q&A © 2021 Nokia
  40. 40. Driving AI with QXbD Quality eXperiences by Design Design Thinking 2021 Austin, TX, September 21 Jose de Francisco is the Chief Designer at Nokia CNS, Cloud & Network Services, and Head of Nokia’s Chicago Innovation Center, a leading R&D facility integrating all of the company’s business groups. His professional experience encompasses interdisciplinary leadership responsibilities in strategy, product management, research, design, new ventures and product marketing. Award-winning designer and a Distinguished Member (DMTS) of Bell Labs for work on next generation mobile platforms and applications, Jose holds several active patents and an extensive design portfolio featuring 20+ global brands. He has served with the Advisory Boards for MIT’s Institute of Data, Systems and Society (IDSS) and Illinois Tech’s Entrepreneurship Center. Jose is currently engaged with the think tank behind the premier Design Thinking conference series in the United States. He holds several professional certificates in Design and Data Science from MIT, earned an MBA in International Marketing and Finance from Chicago’s DePaul University as a Honeywell Europe Be Brilliant Scholar, and is the recipient of postgraduate degrees in Human Factors Engineering and Business Administration from BarcelonaTech (UPC) and Ireland’s University College Dublin (UCD) respectively. He started his academic life in the Industrial Design program of Barcelona’s Massana Art & Design Center as an Epson Scholar. Passionate about innovating to create new value, Jose co-authored the ‘Human Factors Engineering Manifesto’ and believes in the exceptional value that comes with consistently delivering ‘Quality Experiences by Design.’ His endeavors can be followed on Innovarista.org. https://innovarista.org https://www.linkedin.com/in/innovarista/

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