Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Nokia Studio QXbD Primer - Quality Experiences by Design

580 views

Published on

Presentation for Digital Products by Design 2019

Published in: Design
  • Be the first to comment

  • Be the first to like this

Nokia Studio QXbD Primer - Quality Experiences by Design

  1. 1. QXbD Quality eXperiences by Design QXbD Primer 1.2 HUMAN FACTORS ENGINEERING MONDAY JULY 29, 2019 JOSE DE FRANCISCO DISTINGUISHED MEMBER OF BELL LABS HEAD OF NOKIA STUDIO
  2. 2. DAY 1 – Monday, July 29, 09:00 AM How to Apply Human Factors to Emerging Technologies Jose de Francisco Distinguished Member (DMTS) of Bell Labs Head of Nokia Studio As Design Thinking gains traction in the market, understanding the science behind Human-Factors not only creates exceptional experiences, but excellence in digital product creation in an environment where every touchpoint addresses the intersection between cognition, physiology, social sciences and behavioral economics DIGITAL PRODUCT BY DESIGN JULY 29-31, 2019 I The Line Hotel, Los Angeles #DigiProd2019
  3. 3. § TRANSFORMING NOKIA § BELL LABS § NOKIA SOFTWARE § STUDIO § QXbD as a META-METHODOLOGY § HUMAN DYNAMICS § FACTORS THAT IMPACT OUTCOMES § ENGINIEERING HUMAN-MACHINE SYSTEMS § DESIGN PROCESS & PRINCIPLES NOKIA QXbD Quality eXperiences by Design
  4. 4. Hawthorn Studies 1924-32 Elton Mayo Fritz Roethlisberger William J. Dickson Western Electric Bell Labs By Western Electric Company - Western Electric Company Photograph Album, 1925., Public Domain, https://commons.wikimedia.org/w/index.php?curid=37704076
  5. 5. Model 302 1937 Henry Dreyfuss Associates Bell Labs https://artsandculture.google.com/asset/new-telephone/AgHOH9Wic36lHQ MODEL 302 MODEL 400
  6. 6. © 2019 Nokia6 Human Factors Engineering 1947 John Karlin Bell Labs
  7. 7. © 2019 Nokia7 Information Theory 1948 Claude Shannon Bell Labs
  8. 8. NOKIA STUDIO QXbD Primer © 2019 NOKIA
  9. 9. © 2019 Nokia14 NOKIA STUDIO COLLABORATIVE INNOVATION JOURNEYS QXbD Primer © 2019 NOKIA
  10. 10. STUDIO MISSION Expanding the Human Possibilities of Technology APPROACH QXbD, Quality Experiences by Design A collaborative Human Factors practice that involves iterative JDS series, Joint Design Sprints OUTCOME Signature HMS, Human-Machine-Systems, optimized for “usecaseability” and measurable quality experiences QXbD Primer © 2019 NOKIA
  11. 11. “By leading with fresh approaches and ideas, venture studios effectively combine the disruptiveness of a startup with the necessary stability of a team and resources” “The collaboration focus of venture studios allows for the horizontal integration of technology” “This removes the typical silos of development and allows for faster technology acceleration through multiple use case testing grounds. Deep tech and science research are incubated and applied” “The venture studio is the model we need right now” Venture Beat, August 11 2019
  12. 12. “In contrast to traditional static approaches, dynamic work design recognizes the inevitability of change and builds in mechanisms to respond to that (…) pick the best mix of defined tasks and collaboration to fit the challenge at hand.“ “If the work being designed consists of well-defined tasks (for example, assembling components), then it is best to organize it serially using the factory mode” “Conversely, if the work is highly ambiguous and requires ongoing interaction (for example, designing new products), then the work is best organized collaboratively in studio mode” “A new approach to designing work” MIT Sloan Management Review, 2018
  13. 13. STUDIO SERIAL INNOVATION ENGINE QXbD Primer © 2019 NOKIA
  14. 14. The creative application of scientific principles to design and build technological systems Engineering Latin - cleverness to devise, contrive Purposeful application of scientific knowledge (information, techniques, skills, methods, processes) to the practical aims of human life Technology Greek - science of craft
  15. 15. Implementable construct Design Latin – to devise, define and mark out identifying “signs”
  16. 16. optimizing for human dynamics addressing elements instrumental to outcomes crafting technological value based solutions innovating by humanizing technology H F E HUMAN FACTORS ENGINEERING X X = QXbD Primer © 2019 NOKIA
  17. 17. NOKIA STUDIO QXbD Primer © 2019 NOKIA
  18. 18. PROCESS MINING & RE-ENGINEERING INTERACTIVE INFORMATION MODELINGHUMAN FACTORS & DYNAMICS JOB REDESIGN – JOINT DESIGN SPRINTS (JDS) QXbD Primer © 2019 NOKIA
  19. 19. DSS DECISION SUPPORT SYSTEMS SOFTWARE QXbD Primer © 2019 NOKIA
  20. 20. © 2019 Nokia26 QXbD QUALITY EXPERIENCES by DESIGN optimizing for human dynamics H QXbD Primer © 2019 NOKIA
  21. 21. DESIGN RESONANCE DESIGN RESONANCE EVOCATION & RELATABILITY SURPLUS AND/OR NOVELTY PROJECTION & EXCITATION DESIRABILITY WILLING ENGAGEMENT EARLY ACCEPTANCE BELONGING (SENSE OF) FRICTIONLESS ADOPTION ACCELERATED GROWTH DELIGHT (SUPERIOR SATISFACTION) DIFFUSION (NETWORK EFFECTS) MISSION CONTEXT HAVEs & GAPS HEURISTICS VISIBLE PATTERNS HIDDEN PATTERNS NETWORK EFFECTS OUTLIERS ANOMALIES PARADOXES OPPORTUNITIES AWARENESS EMPATHY & CARING TENSIONS OPTIONS TRADE-OFFS PRIORITIES NEW MISSION INVENTION INNOVATION DISCOVERY & SENSE MAKING INGENUITY & DECISIONING “Reinforcement and largest possible response to an oscillating force close to a natural frequency” QXbD Primer © 2019 NOKIA
  22. 22. © 2019 Nokia28 By Donald Genaro - Own work, CC BY-SA 3.0, https://commons.wikimedia.org/w/index.php?curid=27960378 https://commons.wikimedia.org/w/index.php?curid=27960376 THE MEASURE OF A HUMAN
  23. 23. © 2019 Nokia29 PSYCHOLOGY SOCIOLOGY PHYSIOLOGYHUMAN DYNAMICS - USER ANALYSIS COGNITIVE WORKLOAD WORK SPACE & ENVIRONMENT FORM FACTORS SKILL SETS ORGANIZATIONAL BEHAVIOR CULTURE EMOTIONAL INTELLIGENCE BIOMETRICS BIOMECHANICS BEHAVIORAL TRAITS NETWORK EFFECTS QXbD Primer © 2019 NOKIA
  24. 24. AN ALWAYS EVOLVING HUMAN EXPERIENCE situational awareness sensing sense making heuristics analysis bias perception synthesis exploration learning error risk aversion meta-cognition culture belief system ignoring risk taking shared experiences expectations trial decisioning projection resiliencydisorder growth habit needs stamina cognition filtering trauma pleasure success memory QXbD Primer © 2019 NOKIA
  25. 25. PSYCHOLOGY SOCIOLOGY PHYSIOLOGY VALUE STREAMS JOURNEY & PROCESS MAPPING JOB REDESIGN PROCESS MAPPING & RE-ENGINNERING VALUE BASED vs. WASTE HIGH / LOW / ZERO TOUCH INTERACTIONS HIGH PERFORMANCE OUTCOMES VALUE STREAM MAPPING CURRENT STATE INTERIM STATES [ RIPPLE EFFECTS ] TARGET STATE [ MOVING TARGET] QXbD Primer © 2019 NOKIA
  26. 26. QXbD QUALITY EXPERIENCES by DESIGN addressing elements integral to outcomes F QXbD Primer © 2019 NOKIA
  27. 27. MEASURABLE EXPERIENTIAL QUALITY STATED OBSERVED INSTRUMENTED HOLISTIC SURVEYS, INTERVIEWS ETHNOGRAPHY TELEMETRY INGENUITY PERCEIVED STAGED REVEALED UNVEILED OUTSIDE-IN X INSIDE-OUT QXbD Primer © 2019 NOKIA
  28. 28. BEHAVIORAL ECONOMICS SUCCESS FACTORS CONSTRAINS KNOWN UNKNOWNS UNKNOWN FACTORS GOAL SETTING WORKABLE CONCLUSIVE CONTINGENCIES UNFATHOMABLE SCENARIO & OUTCOME PLANNING COMPLACENT vs CONDITIONAL OPTIMISM HEURISTICS BIAS / LOGICAL FALACIES QXbD Primer © 2019 NOKIA
  29. 29. © 2019 Nokia35 BEHAVIORAL ECONOMICS change motion > pain pressure switching costs time valuex outliers anomalies patterns inflection point tipping point breakeven point point of no-return reversion point pain points agency conflicts technical debt opportunity cost (system) latency cost diseconomies commoditization value migration QXbD Primer © 2019 NOKIA
  30. 30. FACTORS OF PRODUCTION TALENT TOOLS TIME METHOD MODELS KNOW-HOW, SKILLS & BEHAVIORS LOW & HIGH TECHNOLOGIES HINSIGHT, INSIGHT & FORSIGHT CULTURE, PRACTICES & PROCESSES BUSINESS VALUE & PARAMETERS EFFECTIVENESS & EFFICIENCY 3Ts x 2Ms QXbD Primer © 2019 NOKIA
  31. 31. “USECASEABLITY” TESTING USEFULNESS UTITLITY USABILITY AFFECTIVITY VALUE CONSUMABILITY ADAPTABILITY PERCEPTION RELEVANCE IMMEDIACY RESPONSIVENESS EMOTIVENESS EFFECTIVENESS EFFICIENCY MEMORABILITY ACCEPTABILITY & ADOPTABILITY solving legitimate problems with authentic solutions QXbD Primer © 2019 NOKIA
  32. 32. © 2019 Nokia38 QXbD QUALITY EXPERIENCES by DESIGN crafting technological value based solutions E
  33. 33. ENGINEERING COLLABORATIVE HUMAN-MACHINE SYSTEMS PSYCHOLOGY SOCIOLOGY PHYSIOLOGY ROBOTICS ARTIFICIAL INTELLIGENCE NETWORKS QXbD Primer © 2019 NOKIA
  34. 34. © 2019 Nokia40 PROLIFERATION OF HUMAN CENTERED DISCIPLINES Industrial Design Behavioral Economics Social Sciences Industrial Anthropology Service Design (SD)User Experience (UX) Design Systems, Man & Cybernetics (SMC) Affective Computing Human in the Loop (HITL) Computing Recommender Systems (RecSys) Human Factors Engineering (HFE) Human Systems Integration (HIS) Human Dynamics (Mobile) Human Resources (HR) Data Visualization Experience Design (XD) Customer Experience (CX) Natural Language Processing (NLP) User & Entity Behavior Analytics (UEBA) Low Code Platforms Industrial – Organizational Psychology Design Thinking Explainable Artificial Intelligence (xAI) Human Centered Artificial Intelligence (HCAI) Lean Jikoda (Autonomation) Extended Intelligence (XI) Collaborative Robots (Cobots) QXbD Primer © 2019 NOKIA
  35. 35. UMUAI.ORG • acquisition of user and student models • conceptual models, mental models • dialog planning and response tailoring • levels of user expertise • intelligent information retrieval and filtering • plan recognition and generation • affective computing • presentation planning • adaptive agents and interfaces • adaptive hypertext and hypermedia • personalized websites • pilot, driver and operator modeling • adaptation to disabled and elderly users • recognition and correction of misconceptions • user stereotypes • formal representation of user and student models • generic user modeling systems and tools • tutoring strategies • applications in office machines and consumer electronics • applications in ubiquitous and mobile computing • privacy and security of information for personalization • cultural adaptation
  36. 36. ENGINEERING INTERACTIVE SYSTEMS HUMAN MACHINE MACHINEHUMAN HUMAN TO HUMAN COLLABORATIVE* MACHINE TO HUMAN AUGMENTATION* HUMAN TO MACHINE ASSISTIVE* MACHINE TO MACHINE AUTONOMICS* *examples INTERSECTIONS QXbD Primer © 2019 NOKIA
  37. 37. © 2019 Nokia43 ENGINEERING HUMAN MACHIME SYSTEMS HUMAN MACHINE HUMAN MACHINE HUMAN MACHINE NIMBLER TEAMS INTERDISCIPLINARY END USER PARTICIPATION EXPLORATION & CREATION SELF-SERVICE LOW CODE USER ADAPTIVE INTERACTION PROACTIVE ALERTING & REPORTING RECOMMENDATIONS AUTOMATION LEVELS SELF-OPTIMIZING TRACEABILITY AUTOMATICS AUTONOMATION AUTONOMICS HINDSIGHT INSIGHT FORESIGHT QXbD Primer © 2019 NOKIA
  38. 38. © 2019 Nokia44 SYSTEM-WIDE CYBERNETICS ITERATIVE FEEDBACK CONTROL LOOP HUMAN IN ON THE LOOP QXbD Primer © 2019 NOKIA
  39. 39. © 2019 Nokia45 SYSTEM CAPABILITY LEVEL 1 2 3 … N AUTOMATABILITY CONNECTIVITY PLUGABILITY DECOMPOSABILITY MODULARITY INTEGRABILITY INTEGRITY (SYSTEM WIDE) CONTINUITY / RESTORABILITY TRACEABILITY EXTENDIBILITY ADAPTABILITY LEARNABILITY PROGRAMMABILITY ELASTICITY / STRESSABILITY SCALABILITY (UP/DOWN) SCALABILITY (OUT/IN) SERVICEABILITY SUSTAINABILITY DATA & INFORMATION INTERACTION QUALITY OPTIMAL ACCEPTABLE SUBPAR RELEVANCE RECENCY RESOLUTION RELIABILITY ROLE BASED SECURITY TRUST END TO END 360 LIFECYCLE HOLISTIC CAPABILITY MODELING QXbD Primer © 2019 NOKIA
  40. 40. QXbD IMPLEMENTATION
  41. 41. QXbD ADC ADAPTABLE DESIGN CYCLES QXbD Primer © 2019 NOKIA
  42. 42. § striving to craft new, differentiating & compelling value § by delivering “most advanced, yet acceptable” solutions § with elegant sophistication and uncompromising quality MAKE TECH HUMAN DESIGN PRINCIPLES #MakeTechHuman QXbD Primer © 2019 NOKIA
  43. 43. § striving to craft new, differentiating & compelling value § by delivering “most advanced, yet acceptable” solutions § with executing elegant sophistication and uncompromising quality § less is more § but less than what’s essential is waste § the greater value of the whole is more § continuous improvement and lifecycle optimization add more MAKE TECH HUMAN DESIGN PRINCIPLES #MakeTechHuman QXbD Primer © 2019 NOKIA
  44. 44. MAKE TECH HUMAN DESIGN PRINCIPLES #MakeTechHuman § striving to craft new, differentiating & compelling value § by delivering “most advanced, yet acceptable” solutions § with executing elegant sophistication and uncompromising quality § less is more § less than what’s essential is waste § the greater value of the whole is more § continuous improvement and lifecycle optimization add more § timely success follows early exploration and controlled failure § most plans do not survive first contact, ripple effects exist § end success is often different from onset’s design § luck happens when obsessive preparation meets opportunity QXbD Primer © 2019 NOKIA
  45. 45. “In designing tools we are designing ways of being” ”Ways of being with moral and ethical import”
  46. 46. https://www.slideshare.net/jdefrancisco/human-factors-engineering-manifesto
  47. 47. QXbD Quality eXperiences by Design QXbD PRIMER 1.2 HUMAN FACTORS ENGINEERING MONDAY JULY 29, 2019 JOSE DE FRANCISCO DISTINGUISHED MEMBER OF BELL LABS HEAD OF NOKIA STUDIO

×