GE Predix Transform 2016 - UX & Customer Engagement
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Transcript of GE Predix Transform 2016 - UX & Customer Engagement
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UX & Customer Engagement
DAVID BINGHAM, Senior Design Manager
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PREDIX TRANSFORM
Agenda
2
Industrial Challenges1
Design to Outcomes?Engagement Processand then…
2
3
4
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PREDIX TRANSFORM 3
Industrial Challenges
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PREDIX TRANSFORM
New Competitors
+?
+?
+?4
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PREDIX TRANSFORM
New Competencies
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PREDIX TRANSFORM
New Complexities
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PREDIX TRANSFORM 7
Design to Outcomes?
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PREDIX TRANSFORM
Good Design• Innovative
• Useful
• Aesthetic
• Understandable
• Unobtrusive
• Honest
• Long-Lasting
• Thorough
• Environmental
• As little design as possible
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PREDIX TRANSFORM
Good Design Process• Collaborative
• Iterative
• Educational
• Cross-Functional
• Creative
• Risk-Tolerant
• Humanistic
• Exploratory
• Candid
• As little process as possible
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PREDIX TRANSFORM
Good Engagement• Collaborative
• Iterative
• Educational
• Cross-Functional
• Creative
• Risk-Tolerant
• Humanistic
• Exploratory
• Candid
• As little process as possible
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PREDIX TRANSFORM
Engagement Evolution
“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market
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PREDIX TRANSFORM
Engagement Evolution
“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market
“Agile” Widely Applicable Services Learn from Customer Co-Define Opportunities
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PREDIX TRANSFORM
トータルサービス
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PREDIX TRANSFORM
The Outcome of this Approach:
Alignment14
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PREDIX TRANSFORM
The Outcome of this Approach:
Relationship15
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PREDIX TRANSFORM
The Outcome of this Approach:
Problem Clarity16
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PREDIX TRANSFORM
The Outcome of this Approach:
Meaningful Solutions17
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PREDIX TRANSFORM
The Outcome of this Approach:
Ownership18
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PREDIX TRANSFORM 19
Engagement Process
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PREDIX TRANSFORM
Double Loop Learning
http://pds8.egloos.com/pds/200805/20/87/chris_argyris_learning.pdf https://hbr.org/1977/09/double-loop-learning-in-organizations
Chris Argyris Professor Emeritus Harvard Business School
Beliefs why?
Actions do
Results get
Feedback (single loop)
Feedback (double loop)
guide lead to
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PREDIX TRANSFORM
Engagement Process
Research
Design
Develop
Deploy
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
23
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
Beliefs why?
Actions do
Results get
25
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
26
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
27
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PREDIX TRANSFORM
Intro
General problem space? Required attendees? Activities to leverage?
28
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PREDIX TRANSFORM
Teleconference, WebEx
Intro
29
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PREDIX TRANSFORM
Intro
Do your homework!
30
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PREDIX TRANSFORM
IntroProblem Space* • Reduce downtime? • Increase throughput? • Failure identification? • Knowledge transfer? • Maintenance scheduling? • Information visibility? • Team collaboration? • Resource consumption?
*Find problem type & ballpark, the process will uncover specifics & priorities!
…don’t overthink it.
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PREDIX TRANSFORM
Intro
Engagement Manager
Facilitator
Technical Experts • Data Science • Architecture • … security, connectivity, integration, edge, etc
Business Owner “What will impact value?”
Subject Matter Expert “What are operational realities?”
Data + Systems Expert “What information is accessible?”
Customer GE
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PREDIX TRANSFORM
Intro
33
Viable!
Desirable!
Feasible!
Business
Design
Engineering
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PREDIX TRANSFORM
Intro
Viab
le!
Desirable!
Feasible!
Busin
ess Design
Engineering
34
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
35
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WARNING, THIS IS NOT:
…ALL NEEDED EVERYTIME.
…IN A STRICT ORDER.
…A FORMULA.
…COMPREHENSIVE.
!
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PREDIX TRANSFORM
In-Person Sharing
Overviews
37
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PREDIX TRANSFORM
Gather Outcomes
Customer-Centric
1 / Note
Indicate Direction
Succinct
38
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PREDIX TRANSFORM
PrioritizeCriteria
Place
Discuss
Adjust
Prioritize
1st2nd
No?
39
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PREDIX TRANSFORM
PrioritizeCriteria
Place
Discuss
Adjust
Record
repeat...
Criteria 1 Criteria 2 Criteria 3
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PREDIX TRANSFORM
PersonasOutcome Persona Characteristics
• Role
• Decisions
• Relationships
• Key Needs
• Responsibilities
• Goals
• Background
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PREDIX TRANSFORM
Workflows & Ecosystem
Roles
Steps
Pains
42
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PREDIX TRANSFORM 43
and then…
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PREDIX TRANSFORM
Engagement Process
IntroWorkout Proposal
Research
Design
Develop
Deploy
44
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PREDIX TRANSFORM
Research
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PREDIX TRANSFORM
Design
46
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PREDIX TRANSFORM
Develop
47
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PREDIX TRANSFORM
Deploy
48
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PREDIX TRANSFORM
Research
49
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PREDIX TRANSFORM
Design
50
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PREDIX TRANSFORM 51
Five Lessons to Take Away
1. Operate as a learning organization. 2. Define problems before solutions. 3. Collaborate with customers. 4. Make information visible & interactive. 5. Make it fun!
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General Electric reserves the right to make changes in specifications and features, or discontinue the product or service described at any time, without notice or obligation. These materials do not constitute a representation, warranty or documentation regarding the product or service featured. Illustrations are provided for informational purposes, and your configuration may differ. This information does not constitute legal, financial, coding, or regulatory advice in connection with your use of the product or service. Please consult your professional advisors for any such advice. GE, Predix and the GE Monogram are trademarks of General Electric Company. ©2016 General Electric Company – All rights reserved.