De cloud geeft een enorme boost aan de digitalisering. Dat mag zo zijn. Maar de nr. 1 competentie voor succes, wordt niet de cloud, maar empathie. Kijk dus verder dan de praktische uitdagingen en leer van Marco Gianotten: wat is experience design en waarom worden emotionele ontwerpeisen zo belangrijk? Hoe u straks het verschil maakt in digital, daar gaat het om.

2. #SEETHECLOUD
De toekomst draait om
empathie, niet om cloud
Marco Gianotten

3. #SEETHECLOUD
Marco
Gianotten
Managing Director GIARTE
Grondlegger XLA

4. Cloud Storm

5. Volatility
VUCA
Uncertainty
Complexity
Ambiguity

6. Beauty
BE HIP
Elegance
Happiness
Purpose
Inclusion

7. Purpose

8. Mission
What business are we in?
Provides focus
Purpose
What impact do we strive for?
Mobilizes and connects

9. Empowering
people to stay a
step ahead in life
and in business

10. • 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

11. Let’s disrupt ourselves

12. 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

13. How to prevent being cool…

14. To the business the acronym SLA often stands for
Secrets, Lies and Assumptions

15. 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?

16. E
TS
© InsightDiscovery
T
What are your relationship colors today?

17. Strong-willed
Competitive
Sharp
Demanding
Enthusiast
Dynamic
Expressive
Inspiring
Objective
Cautious
Analytical
Accurate
Caring
Harmoniously
Patiently
Considering

18. Today’s color mix
© Giarte

19. Focus
FlowCare
Process

20. What’s reality?

21. …I want an output-based
ecosystem, managing
performance end-to-end…
Can you be more
specific??
Huh?

22. Above the wing
Below the wing
Flight delays due to IT

23. Xperience Level Agreements

24. Does it make sense? Can it be achieved?
Is it useful?
Business
Viability Technical
Feasibility
User
Desirability
Design Thinking

25. MRI experience
80% of the kids need sedation because they are scared
“Only 5% needs sedation”
With a pirate ship…

26. Cleanliness?
Promptness?
Location?
WAAwesome!

27. Satisfaction
Doing what you’re supposed to do
Experience
Doing what really matters

28. LEFT BRAIN RIGHT BRAIN

29. LEFT-BRAIN SLOGAN RIGHT-BRAIN SLOGAN

30. HIGH TECH HIGH TOUCH

31. TRADITIONAL NEW

32. TECH METRICS TOUCH METRICS

33. Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Resolution deviation

34. GOOD GREAT

35. Usability
Reliability
Functionality
Emotional Design

36. 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

37. 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

38. XLA METHOD CARDS
XLA is a suite of method cards, workshops,
contextual KPIs, measure tools and analytics

39. digitalempathy.rocks

40. Watoto

41. Net4kids

42. 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