GE Predix Transform 2016 - UX & Customer Engagement

UX & Customer Engagement

DAVID BINGHAM, Senior Design Manager

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Agenda

2

Industrial Challenges1

Design to Outcomes?Engagement Processand then…

2

3

4

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Industrial Challenges

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New Competitors

+?

+?

+?4

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New Competencies

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New Complexities

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Design to Outcomes?

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Good Design• Innovative

• Useful

• Aesthetic

• Understandable

• Unobtrusive

• Honest

• Long-Lasting

• Thorough

• Environmental

• As little design as possible

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Good Design Process• Collaborative

• Iterative

• Educational

• Cross-Functional

• Creative

• Risk-Tolerant

• Humanistic

• Exploratory

• Candid

• As little process as possible

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Good Engagement• Collaborative

• Iterative

• Educational

• Cross-Functional

• Creative

• Risk-Tolerant

• Humanistic

• Exploratory

• Candid

• As little process as possible

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Engagement Evolution

“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market

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Engagement Evolution

“Waterfall” Mass Reproducible Solution Educate Customer Sell Solution to Market

“Agile” Widely Applicable Services Learn from Customer Co-Define Opportunities

12

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トータルサービス

13

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The Outcome of this Approach:

Alignment14

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Relationship15

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Problem Clarity16

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Meaningful Solutions17

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Ownership18

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Engagement Process

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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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http://pds8.egloos.com/pds/200805/20/87/chris_argyris_learning.pdf

https://hbr.org/1977/09/double-loop-learning-in-organizations

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Engagement Process

Research

Design

Develop

Deploy

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Engagement Process

IntroWorkout Proposal

Research

Design

Develop

Deploy

22

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Engagement Process


Research

Design

Develop

Deploy

23

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Engagement Process


Research

Design

Develop

Deploy

24

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Engagement Process


Research

Design

Develop

Deploy

Beliefs why?

Actions do

Results get

25

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Engagement Process


Research

Design

Develop

Deploy

26

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Engagement Process


Research

Design

Develop

Deploy

27

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Intro

General problem space? Required attendees? Activities to leverage?

28

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Teleconference, WebEx

Intro

29

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Intro

Do your homework!

30

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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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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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Intro

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Viable!

Desirable!

Feasible!

Business

Design

Engineering

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Intro

Viab

le!

Desirable!

Feasible!

Busin

ess Design

Engineering

34

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Engagement Process


Research

Design

Develop

Deploy

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WARNING, THIS IS NOT:

…ALL NEEDED EVERYTIME.

…IN A STRICT ORDER.

…A FORMULA.

…COMPREHENSIVE.

!

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In-Person Sharing

Overviews

37

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Gather Outcomes

Customer-Centric

1 / Note

Indicate Direction

Succinct

38

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PrioritizeCriteria

Place

Discuss

Adjust

Prioritize

1st2nd

No?

39

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PrioritizeCriteria

Place

Discuss

Adjust

Record

repeat...

Criteria 1 Criteria 2 Criteria 3

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PersonasOutcome Persona Characteristics

• Role

• Decisions

• Relationships

• Key Needs

• Responsibilities

• Goals

• Background

41

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Workflows & Ecosystem

Roles

Steps

Pains

42

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and then…

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Engagement Process


Research

Design

Develop

Deploy

44

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Research

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Design

46

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Develop

47

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Deploy

48

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Research

49

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Design

50

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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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