#SEETHECLOUD

De toekomst draait om empathie, niet om cloudMarco Gianotten

#SEETHECLOUD

Marco Gianotten

Managing Director GIARTE

Grondlegger XLA

Cloud Storm

Volatility

VUCAUncertainty

Complexity

Ambiguity

Beauty

BE HIP

Elegance

Happiness

Purpose

Inclusion

Purpose

Mission

What business are we in?

Provides focus

Purpose

What impact do we strive for?

Mobilizes and connects

Empowering

people to stay a

step ahead in life

and in business

• Is a key ingredient for a strong, sustainable, scalable culture

• Is the narrative for sense-making in disruptive markets

• Propels people to buy into change; resisting short-term thinking

• Encompasses long-term economic value and sustainable growth

Purpose

Let’s disrupt ourselves

Old Mission Statement

We are in the business of developing

systems humans can't use

New Statement

Our purpose is to create a

meaningful user experience

How to prevent being cool…

To the business the acronym SLA often stands for

Secrets, Lies and Assumptions

It has nothing to do with the quality experienced

by the user or performance in real business-life

Up to 100Mbps?

Latency smaller than 150ms?

95% Major Incidents resolved in < 4 hours?

90% Minor Changes < 5 workdays?

E

TS© InsightDiscovery

TWhat are your relationship colors today?

Strong-willed

Competitive

Sharp

Demanding

Enthusiast

Dynamic

Expressive

Inspiring

Objective

Cautious

Analytical

Accurate

Caring

Harmoniously

Patiently

Considering

Today’s color mix

© Giarte

Focus

FlowCare

Process

What’s reality?

…I want an output-based

ecosystem, managing

performance end-to-end…

Can you be more

specific??Huh?

Above the wing

Below the wing

Flight delays due to IT

Xperience Level Agreements

Does it make sense? Can it be achieved?

Is it useful?

Business

Viability Technical

Feasibility

User

Desirability

Design Thinking

MRI experience

80% of the kids need sedation because they are scared

“Only 5% needs sedation”

With a pirate ship…

Cleanliness?

Promptness?

Location?

WAAwesome!

Satisfaction

Doing what you’re supposed to do

Experience

Doing what really matters

LEFT BRAIN RIGHT BRAIN

LEFT-BRAIN SLOGAN RIGHT-BRAIN SLOGAN

HIGH TECH HIGH TOUCH

TRADITIONAL NEW

TECH METRICS TOUCH METRICS

Average resolution time User satisfaction

Self-reliance opportunity

Lost user productivity

Ticket volume trend

Resolution deviation

GOOD GREAT

Usability

Reliability

Functionality

Emotional Design

Intuitive Behavior Reflection

Expectations

What’s Emotional Design?

First Impression

Look and Feel

Desirability

Functionality

Performance

Usability

Self-image

Recollection

Social Sharing

Strong believes what will happen next

Emotional Mapping

Behavior

Fast

Simple

Slow

Awful

Complex

Overwhelming

Crummy

Functional

Underperforming

Intuitive

Cool

Beautiful

Ugly

Elegant

Boring

Tasteless

Attractive

Cheap

Cute

Expectations

Optimistic

Fearful

Hopeful

Indifferent

Disappointed

Confident

Whatever

Bullish

Radical

Reflection

Hip

Bitter

Awesome

Mediocre

Recommended

Hated

Lovable

Trusted

Jealous

XLA METHOD CARDS

XLA is a suite of method cards, workshops,

contextual KPIs, measure tools and analytics

digitalempathy.rocks

Watoto

Net4kids

People will forget what

you said, people will

forget what you did, but

people will never forget

how you made them feel.

Maya Angelou

1928 – 2014