Welcome

Data to Decision Part 2:Organizational Change at Nationwide

# T C 1 8

Michael Warling

Data Strategist

Nationwide Insurance

Visualization as a means of communication

How to tell a good story

Michael WarlingData StrategistNationwide Insurance

• # D a t a 1 7

10 Steps from Data to Decision

1Plan

2Identify the

Data

3Collect the

Data

4Clean & Enhance

5Understand

6Experiment

7Apply Logic

8Package the

Analysis

9Communicate

& Educate

10Revise &

Refine

9Communicate

& Educate

If customers are unwilling or unable to use the report, we have all wasted our time.

The world’s most beautiful visualization is utterly useless if no one knows about it.

STEP 9Communicate and Educate

Organizational ChangeTraining & Presentations

Data to Decision Part 2:Organizational Change at Nationwide

# T C 1 8

Michael Warling

Data Strategist

Nationwide Insurance

Agenda

• The road so far…

• Where do we go from here?

• Questions, comments, criticism, clever witticisms

Data to Decision Part 2:Organizational Change at Nationwide

About me…

About me…

IDARInfrastructure Data, Analysis & Reporting

WHAT WE’VE ACCOMPLISHED:

FORTUNE® and Time Inc. are not affiliated with, and do not endorse the products or services of, Nationwide

Mutual Insurance Company. FORTUNE®, FORTUNE 100 Best Companies To Work For® and THE WORLD’S

MOST ADMIRED COMPANIES® are registered trademarks of Time Inc. and are used under license.

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Server Users

Customer since 2010 (early adoption as far back as 2008)

90 Production

Sites

Broad adoption across Financial,

Personal, Commercial, HR,

IT, Marketing, Operations, Claims,

etc.

800+ Desktop Users

Education

Community

Guidance

The road so far…

What does Nationwide do right now to support Tableau?

Education

• Data Literacy

• Business Glossaries

Community

Guidance

The road so far…

What does Nationwide do right now to support Tableau?

Education

• Data Literacy

• Business Glossaries

Community

• Tableau User Group (monthly)

• Yammer (social media)

Guidance

The road so far…

What does Nationwide do right now to support Tableau?

Education

• Data Literacy

• Business Glossaries

Community

• Tableau User Group (monthly)

• Yammer (social media)

Guidance

• Word of Mouth

• Tribal Knowledge

The road so far…

What does Nationwide do right now to support Tableau?

Education

Community

Guidance

Data Literacy & Terminology

Business Glossaries

EducationData Literacy and Understanding

When people share a common understanding of data, better decisions are made and better solutions are implemented.

Speed to InsightData Literacy & Terminology

Data vs Information

ReportA list of birthdates with related names

InformationMichael is presenting.

ReportingMichael, February 29th, 1988

DataMichael, Presenter

AnalysisMichael is 30 years old, but has only

celebrated 8 birthdays.

DashboardA distribution of birthdays by

month, correlated to significant events 9 months prior.

Report vs Dashboard

Speed to Insight

Speed to Insight

Speed to Insight

Speed to Insight

Speed to Insight

Speed to Insight

Speed to Insight

Tableau User Group (monthly)

Yammer (social media)

CommunitySharing and Networking

Being part of a community helps foster higher quality work and engages everyone.

Yammer!

SharePoint

Word of Mouth

Tribal Knowledge

GuidanceNo one is perfect…

The faster we improve our capability, the more assistance we need.

Education

Community

Guidance

Education

Community

Guidance

Where do we go from here?!

We have identified the gaps that we are going to tackle in the coming months

Education

Community

Guidance

Where do we go from here?!

We have identified the gaps that we are going to tackle in the coming months

• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.

• Side work doesn’t support long term goals, predictable results or consistency.

We lack dedicated resources for a center of excellence

Education

Community

Guidance

Where do we go from here?!

We have identified the gaps that we are going to tackle in the coming months

• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.

• Side work doesn’t support long term goals, predictable results or consistency.

We lack dedicated resources for a center of excellence

• Who do you call when you need help with BI?

We lack a centralized point of contact for BI guidance

Education

Community

Guidance

Where do we go from here?!

We have identified the gaps that we are going to tackle in the coming months

• While we have a ton of devoted evangelists, we lack a paid position of someone who can devote their entire day to this.

• Side work doesn’t support long term goals, predictable results or consistency.

We lack dedicated resources for a center of excellence

• Who do you call when you need help with BI?

We lack a centralized point of contact for BI guidance

Self Service SupportBusiness Case ProposalSeptember, 2018

Self Service SupportBusiness Case ProposalSeptember, 2018

Self Service AssistanceBusiness Case ProposalSeptember, 2018

Support

Self Service AssistanceBusiness Case ProposalSeptember, 2018

Support

Self Service GuidanceBusiness Case ProposalSeptember, 2018

Support

Assistance

Self Service GuidanceBusiness Case ProposalSeptember, 2018

There is a gap in the support model for self service analytics in the company. Creating a team of dedicated business intelligence and analysis coaches will foster adoption and uplift the capabilities of analytics across the enterprise.1. Nationwide has an inconsistent delivery of self service business intelligence. Specifically related to reporting,

data visualization, best practices, data literacy and governance.

2. There is a lack of onboarding and ongoing training which results in inefficient and ineffective use of solutions and tools.

3. We do not have approved or published best practices. This results in in wasted resource hours due to rework, duplication of efforts or incorrect work.

4. There is a lack of centralized coaching, consultation and support services. This results in incorrect tool usage and maintenance, ineffective work products and duplication of efforts

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When a self service user needs help with hardware or software, they can call the IT Service Desk

When a self service user needs help with their data, they contact a Database Admin (DBA) or an Architect

When a user needs help with their self service initiatives, they have no centralized source for help.

Self Service Problem Statement

volume of users

user experience Self Service BI tools are designed to

be consumed quickly and easily by

the business customer.

At the onset, the user experience is

high and as the volume of user

grows, the user experience is

supported by passionate users,

social media tools and word of

mouth assistance.

Current State

passionate users word of mouthsocial media

What do we have?

some training, mostly vendor provided

some community events, mostly user driven

some documentation, mostly scattered, tribal or difficult to locate

consultation available at a large scale (project/program) but not to smaller, business unit initiatives

Self Service Problem Statement

As the user base grows, the

existing support structure isn’t

sufficient to keep up with the

demand and the user

experience suffers. The

passionate users and social

media participants only have a

finite amount of time to allocate

to non-primary work.

The result is that users are

untrained, unsupported and

end up making errors or poor

choices due to lack of

information.

Current State

passionate users word of mouthsocial media

user experience

volume of users

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What do other companies do?

The largest difference from successful self service BI initiatives is the existence of a funded support team.

Several peer organizations have published use cases where the need for funded support was recognized and implemented.

Self Service Problem Statement

In order to keep the user

experience of self service BI

and analytic tools in line with

the demand (number of

users) intentional and funded

support structure is needed.

Three Pillars of Support

Education

Community

Guidance

Future StateEducation Community Guidance

volume of users

user experience

What we need to do.Services Provided

Education Community Guidance

What we need to do.Services Provided

Education

• onboarding

• training

• authoring best practices

Community Guidance

What we need to do.Services Provided

Education

• onboarding

• training

• authoring best practices

Community

• drive interest

• showcase use

• networking/connection

• subject matter expertise

• talent discovery/hiring

• skills assessment

• sponsored events

Guidance

What we need to do.Services Provided

Education

• onboarding

• training

• authoring best practices

Community

• drive interest

• showcase use

• networking/connection

• subject matter expertise

• talent discovery/hiring

• skills assessment

• sponsored events

Guidance

• consultation/coaching

• tool selection

• content governance

• environnent management (licences, infrastructure, etc.)

Who we need to do it?Team Make up

1 Leader• Provides strategic consultation

• Works with the Executives, Architects and Infrastructure stakeholders

• Authors best practice and training material

59

2 Practitioners• Provides expert level technical support

• Monitors and Governs the shared environments

• Facilitates community events and activities

1 Technician• Administrative Responsibilities

• Talent feeder / learning opportunities

When are we going to do it?Roadmap

• Identify Talent

• Develop Onboarding

• Centralize Training

Resources

• Design and implement intake

system

• Author Best Practices

• Outline Governance

Expectations

• Plan Community Events

• Identify key customers

• Provide coaching &

assistance

• Develop departmental

roadmaps

• Develop skills assessments

Horizon 1

Horizon 2

Horizon 3

Horizon 4

• Identify network of champions

• Begin proactively seeking

uplift opportunities

• Begin consolidating

duplication

60

Leader

Practitioners

Technician

Self Service GuidanceBusiness Case ProposalSeptember, 2018

How do we support Org change at Nationwide?

Three pillars of support

Education

Community

Guidance

Education

Community

Guidance

…think of one thing you can do

Take a minute…

Share this with a neighbor.

Education

Community

Guidance DO IT MONDAY!

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michael.warling@gmail.com

michaelwarling.com