Ok cancel (2018)

1. OK by Leandro Agrò 1 Più avanzata è la tecnologia e più rilevanti sono i fattori umani cancel

3. 3 Ciao : )

4. © DESIGN GROUP ITALIA 4 Agenda 0. Introduzione 1. OK-Cancel: Perché questo titolo 2. Essere B2B non è garanzia di lunga vita e prosperità 3. Cos’è la User Experience (UX) 4. Cos’è la Trasformazione Digitale 5. Cos’è il Design Thinking 6. Design People + Conclusioni

5. © DESIGN GROUP ITALIA 5 Introduzione Dichiarazione dei bias 0

6. © DESIGN GROUP ITALIA WHO I AM dorico … barocco WHO I AM 0/18

7. #Activision | #C64 | #Norman | #Apple

8. © DESIGN GROUP ITALIA 8 WHO I AM TOK.tv SRLABS JOINPAD Milano/BayArea 18-now

9. © DESIGN GROUP ITALIA UX Internet of Things IxD Virtual Assistants Eye-Tracking Usability Mobile & Wearable AR/VR Natural / Emotional UI ‘97 ‘00 ‘08 ‘06 ‘04

10. © DESIGN GROUP ITALIA UX Internet of Things IxD Virtual Assistants Eye-Tracking Usability Mobile & Wearable AR/VR Natural / Emotional UI ‘97 ‘00 ‘08 ‘06 ‘04 “Design isn't just about shapes or pixels anymore. Design is the process that shapes product behaviors, communities, companies and -in the end- builds new worlds.”

11. © DESIGN GROUP ITALIA 11 http://designgroupitalia.com/ / A diverse, eclectic, multicultural group of 65 people from 18 countries / 85% of DGI’s revenue is from abroad, especially USA. (40% East Coast, 10% Silicon Valley)

12. © DESIGN GROUP ITALIA 12 OK-Cancel: Perché questo titolo? Design, Interfacce e User Experience come moltiplicatore di valore nel software per il business 1

13. 13 OK-Cancel: Perché questo titolo?

19. 19 Ogni click fatto su da una persona un vostro software, parla di voi. Dietro ogni interattore, ogni funzione, ogni processo, ci sono delle storie, un prodotto / servizio con un preciso posizionamento di mercato, degli obiettivi ed una politica, nonché una identità di brand.

20. 20 Ogni click fatto su da una persona un vostro software, parla di voi. “Pop-up, form, prompt, messaggi di errore, sono il punto di contatto più “intimo” tra sistema ed utente. Si tratta di un incontro ravvicinato decisivo dove –spesso- qualcosa che poteva andar male sta già andando male”. “I nostri sono sistemi complessi. Qui non facciamo giocattoli”

22. Chernobyl https://petapixel.com/2018/01/30/visited-chernobyl-exclusion-zone-infrared-camera/

23. 23 Human Factors Causes of the Chernobyl Accident http://ieeexplore.ieee.org/document/27561/ https://pdfs.semanticscholar.org/7a3b/eb12b320ee8ad2d4c640bea87da292282aa0.pdf http://www.who.int/ionizing_radiation/chernobyl/UN%20Report%20Strategy%20for%20Recovery%20Jan%202002.pdf https://www.oecd-nea.org/brief/brief-02.html scientific literature and concludes that medical records between 1986, the year of the Chernobyl disaster, and 2004 reflect 985,000 premature deaths as a result of the radioactivity released.

24. 24 Human Factors Causes of the Chernobyl Accident http://ieeexplore.ieee.org/document/27561/ https://pdfs.semanticscholar.org/7a3b/eb12b320ee8ad2d4c640bea87da292282aa0.pdf http://www.who.int/ionizing_radiation/chernobyl/UN%20Report%20Strategy%20for%20Recovery%20Jan%202002.pdf https://www.oecd-nea.org/brief/brief-02.html scientific literature and concludes that medical records between 1986, the year of the Chernobyl disaster, and 2004 reflect 985,000 premature deaths as a result of the radioactivity released. Homer è l’icona POP che è stata abbiamo usato per esorcizzare la paura del nuclerare

25. 25 Missili, allarmi ed altri errori umani https://www.fastcodesign.com/90157153/don-norman-what-went-wrong-in-hawaii-human-error-nope-bad- design?mkt_tok=eyJpIjoiWmpBM09HTmxNVFV5TW1ZeSIsInQiOiIwVzNrZG90clZ4ZjExVmZEZ1R1NEpaOGlcLzh6XC8zd1MxVkI0bmlRWTFtTUoxa3lMNXZMa0FyYWltWnlVZ1RRV mE5TUVoQVNoak94cDQ3T3h4dCtLQ1dzeXg3RTVwaFUyQ2FteWtLMzY5dlp1S3dpcEZNQ29qamdDaUpWcG5saXFJIn0%3D

26. 26 Kodak R.I.P.: Facciamo prodotti per i professionisti della fotografia! Kodak is best known for photographic film products. During most of the 20th century Kodak held a dominant position in photographic film, and in 1976, had an 89% market share of photographic film sales in the United States. Kodak began to struggle financially in the late 1990s as a result of the decline in sales of photographic film and its slowness in transitioning to digital photography, despite having invented the core technology used in current digital cameras. INSTAGRAM

27. 27 Le aspettative sono influenzate dalle tecnologie consumer Le persone che adoperano i vostri servizi si aspettano che siano semplici da usare come Pinterest, garantiscano la continuità cross-device come Facebook, scalino come Uber, intrattengano come Netflix, siano belli AirBnb, affidabili come Amazon.

28. 28 Feature vs Obiettivi Siamo spesso utenti casuali di software e sistemi business

29. 29 Feature vs Obiettivi Siamo spesso utenti casuali di software e sistemi business

30. © DESIGN GROUP ITALIA 30 OK-Cancel: Essere B2B non è garanzia di lunga vita e prosperità 2

31. © DESIGN GROUP ITALIA 2007

32. © DESIGN GROUP ITALIA

33. © DESIGN GROUP ITALIA

34. According to ComScore, the number of mobile users surpassed desktop users in 2014. Gartner’s prediction narrates that over 268 billion mobile downloads will generate an income of $77 billion in 2017. According to statistics, the usage of mobile apps has been on the rise and2017 will continue to see an increase in the development of mobile apps in the global market. Some of the trends to watch out for in 2017 are the VR and AR, the dominance of the IoT, a more satisfying user experience, enhanced security and privacy of mobile apps, enhancement of LBS, and chatbots. These application trends will see mobile apps continue to generate a lot of revenue and profits all over the world. Read more at https://www.business2community.com/mobile-apps/2017- mobile-app-market-statistics-trends-analysis-01750346

36. Microsoft + Nokia sarebbe dovuto essere un perfetto B2B tool. Un mix consumerizzato in superficie , che univa la capacità telefonica di Nokia con il sistema operativo più forte nel business. Purtroppo la consumerizzazione fù solo cosmetica, gli sviluppatori non credettero nella piattaforma e le App stentarono a prosperare. Il gigante delle Telco insieme al gigante del software

40. Di cosa è quel telecomando? La morte di Blackberry, vista dai bambini

41. “Ho il telefono per tua figlia” La morte di Blackberry, vista dai bambini

42. La morte di Blackberry, vista dai bambini

46. © DESIGN GROUP ITALIA 46 3 OK-Cancel: Cos’è la User Experience

47. 47 Tutti e soli i vostri clienti sono persone.

49. Ritrovarsi > Riconoscere > Prevedere > Usare > Eventualmente correggere Imparare > Ricordare > Usare senza fare errori Il soggetto non è il codice, non è la feature, non è la piattaforma di sviluppo. Il centro è l’utente. Se non volete considerare la sua centralità per il fine della creazione di un mondo migliore (o quanto meno, meno frustrante), allora mettetela così: progettate per coloro che possiedono un portafoglio. Se volete il loro denaro, dategli qualcosa da amare o fornitegli dei superpoteri istantanei.

51. Interfacce Contenuti Servizio / Processi Personas Obiettivi Brand

52. Over 75% of consumers said they were likely to continue spending money as a result of an exceptional customer experience, while 82% would stop spending money with a company as a result of a bad customer experience. MAR 23, 2017

53. Over 75% of consumers said they were likely to continue spending money as a result of an exceptional customer experience, while 82% would stop spending money with a company as a result of a bad customer experience. MAR 23, 2017 The return of investment in UX design is $100 dollars for every $1 invested.

54. • Harvard Business Review found that satisfied customers are much more likely to recommend a product to their friends via word of mouth. • In fact, 23% of customers who had a positive experience told 10 or more people about it. DD Month YYYY Company / Brand / Project 54 JULY–AUGUST 2016 ISSUE

55. • Research by Forrester Research revealed that “implementing a focus on customers’ experience increases their willingness to pay by 14.4 %, reduces their reluctance to switch brands by 15.8 %, and boosts their likelihood to recommend your product by 16.6 %. DD Month YYYY Company / Brand / Project 55 The Business Case Report In The CX Transformation Playbook June 19, 2017

56. • Over 1 trillion USD is spent on IT projects annually, but 15% of those projects will be pulled before completion. • (according to IEEE’s Why Software Fails) IEEE identifies 12 main causes of software project failure: 25% of those are related to UX mismanagement. 56 Research Paper, 2015 50% of programmers time is spent doing rework, as a consequence of developing the wrong feature or services based on wrong information

57. © DESIGN GROUP ITALIA 57 4 OK-Cancel: Cos’è la Digital Transformation Il successo deriva dal mettere le persone al centro

58. 58

59. 59 Piattaforme o abitudini digitali emergenti?

60. © DESIGN GROUP ITALIA 10 anni, sono l’età dell’iPhone

61. © DESIGN GROUP ITALIA Le tecnologie consumer hanno generato una serie di cambiamenti di abitudini delle persone. La trasformazione digitale è -in prima istanza- l'adattamento delle aziende alle nuove abitudini delle persone Definizione di trasformazione digitale

62. © DESIGN GROUP ITALIA Business Software: Progettiamo tools che rendono potenti i nostri clienti Le tecnologie influenzano noi umani, soprattutto attraverso gli oggetti cognitivi. In altre parole, le tecnologie contribuiscono a dare forma a noi umani attraverso i device connessi che usiamo ogni giorno.

63. © DESIGN GROUP ITALIA «Technology created the Age of the Customer”. » More and more, exceptional customer experience is a key differentiator in digital business, and the process of digital transformation should be guided by a customer-centric digital strategy. FORRESTER

64. © DESIGN GROUP ITALIA «The essence of digital transformation comes down to people and how their digital behaviors differ from that of the traditional customers before them.» FORBES

65. © DESIGN GROUP ITALIA «People, not technology, are the most important piece in the digital transformation puzzle.» CAP GEMINI

66. © DESIGN GROUP ITALIA Direzione del processo di innovazione CREAZIONE DI VALORE RIDUZIONE DEI COSTI SERVICE COMPANY DELIVERY PLATFORM COMPANY CUSTOMER

67. © DESIGN GROUP ITALIA Il Design è lo strumento che usiamo per progettare i nostri oggetti, le nostre tecnologie, il nostro mondo e -in ultima istanza- noi stessi

68. © DESIGN GROUP ITALIA «Più avanzata è la tecnologia e più rilevanti sono i fattori umani» «La Trasformazione Digitale è tutta centrata sulle persone»

69. © DESIGN GROUP ITALIA 69 5 OK-Cancel: Cos’è il DesignThinking …e perché soldi e business amano il design

70. The times they are a changin’ Bob Dylan

71. Ask Google Images: “Design”

72. Ask Google Images: “Italian Design”

73. Ask Google: “Design Thinking”

74. © DESIGN GROUP ITALIA 74 Design è una esplorazione

75. © DESIGN GROUP ITALIA 75 Piena di umanità e bellezza

77. Design & Consulenza devoured Doblin, 2nd Road, Ubermind, Flow Interactive, Aqua Media, Banyan Branch Wipro Digital bought DesignIt bought Fjord bought Lunar bought Adaptive Path

79. DesignThinking

80. Workshops Types Value Creation Customer Experience © DESIGN GROUP ITALIA Innovation & prioritization THE OBEJCTIVE Identify new opportunities to innovate or ideate a new service. THE OBEJCTIVE Map the customer experience of an existing service to improve it. THE OBEJCTIVE Define the value proposition of an existing ecosystem or a new one.

81. Workshop # Value Creation Value Creation DATA JOURNEY This exercise aimed to explore the data types generated and exchanged during the delivery a service with in the context. © DESIGN GROUP ITALIA DATA VALUE PROPOSITION This tool aimed to understand the value and the opportunity of the generated data exchanged in a secondary market (B2B). DATA VALUE EXCHANGE After the data negotiation, the data exchanged was placed on the map (buy / sell / locked).

82. Workshop # Customer Experience Customer Experience STAKEHOLDERS MAP A map of the types of customers who could potentially influence the success and the adoption of the new technology. © DESIGN GROUP ITALIA PERSONAS A tool to understand who is the target and which is its segmentation: from the analysis of their needs, barriers, desires, etc.. CUSTOMER JOURNEY After the data negotiation, the data exchanged was placed on the map (buy / sell / locked).

83. Workshop # Innovation Roadmap Innovation & prioritization DESIGN PROCESS The process mapping is used to break down the actions of a macro phase, highlighting the critical issues and any highpoints. © DESIGN GROUP ITALIA INSIGHT GENERATION After the process mapping, we created a creative session to define the key opportunities to offer a better experience. INNOVATION ROADMAP At the end, we evaluated the evolution of the ideas development, also to to have a common view about the vision for the future.

85. Caso di Studio

86. © DESIGN GROUP ITALIA Customer Centered Design: Stakeholders interviews 86 The design approach for the Portal focuses on: • The “recruitment” of the Stakeholders through the answers to their needs/motivations. • The collaboration within them and with ABB. STAKEHOLDERS

87. User motivations: insights 87 FOR ALL STAKEHOLDERS ★ Smart access tools / product info / knowledge / person. ★ Collaboration ★ Collaboration with other Stakeholders to be further investigated ★ Communication and document management environment.* ★ Project documentation archive ★ … ★ Communication and document management environment.* ★ Self-promotion ★ … ★ Communication and document management environment.* ★ Overview of all project active on his territory. ★ Simplify input to other systems (e.g. Salesforce). … ★ … ★ Share ready list of product technical documentation. ★ ABB anti-fake control. ★ Self-promotion. ★ … ★ Access to the ready list of product technical documentation.… ★ .... ★ Maintenance plan and history. ★ Breakdown management and history. ★ … ★ Energy management tools ★ … ★ Asset management (product registration). ★ Energy Management ★ Project Documentation and History mgt. ★ … TECHNICAL USER PROJECT TECHNICAL CONSULTANT TECHNICAL PROMOTER ABB PANEL BUILDER INSTALLER MAINTENANCE ENERGY MANAGER PLANT MANAGER

88. © DESIGN GROUP ITALIA Project Portal Scope: Panel Design, Building, and Lifecycle Management PANEL SPECIFICATIONS QUOTATION BUILDER SELECTION PANEL DESIGN BUILDING LIFE CYCLE MANAGEMENT Approved specifications Selected builder Quotation Due date Commissioned panel SHIPPING INSTALLATION 88 Panel built MILESTONES PHASES q DEFINE PLANT CHARACTERISTICS q CHOOSE A CONSULTANT q SPECIFICATIONS CREATION q REQUEST FOR QUOTATION q CREATE PROJECT + QUOTATION q SELECT THE PANEL BUILDER TASKS q FINETUNE THE PROJECT DETAILS q ORDER COMPONENTS q BUILD THE PANEL q PRE-COMMISSIONING AND CERTIFICATION q CHOOSE THE INSTALLER q SHIP THE PANEL q PANEL INSTALLATION AND COMMISSIONING q PREDICTIVE / PREVENTIVE MAINTENANCE AND TROUBLE SHOOTING q RETROFIT/ UPGRADE q ENERGY MANAGEMENT q SAFETY MANAGEMENT 3 – 6 Months 30 years

89. © DESIGN GROUP ITALIA Methodology : Agile Process applied to the Services Design 89 Customer needs / insights (from interview) Project Experience User to-dos User Motivations User Stories Wireframes (draft) ü Focus on stakeholder needs/ motivations ü Incremental ü Iterative ü Use of prototype ü Empirical feedback

90. © DESIGN GROUP ITALIA User stories 90 As a < role > I want < what? Goal > So that < why? Benefit > OPEN POINTS To be discussed during future stakeholder interviews. FIRST SOLUTIONS / WIDGETS Possible widgets to insert in the Project Portal’s wireframe. New insights to write the user stories User stories are an agile technique to capture the product functionality from an user perspective. The user story describes the type of user, what they want and why. A user story helps to create a simplified description of a requirement.

91. © DESIGN GROUP ITALIA From USER STORIES to WIREFRAMES 91 Customer needs / insights Project Experience User to-dos User Motivations User Stories Wireframes (draft)

94. © DESIGN GROUP ITALIA Today status 94 Customers Insights Project Experience User To-dos User Motivations User Stories Wireframes (Draft) *Done by the dgi team, must be shared with ABB and the stakeholders. Tools Investigation First consolidated draft*: Done Done First consolidated draft* Done On-going 3rd iteration Shared with ABB and deep dive on app and E-design

96. USER- SHAPE- CENTRIC CENTRIC

97. USER- FEATURE- CENTRIC CENTRIC

98. Memphis, 1981-87 Macintosh, 1984 USER- EGO- CENTRIC CENTRIC

99. Signature 2006 Il design non si occupa più solo delle forme o dei colori. Design è il processo che definisce i comportamenti degli oggetti e delle tecnologie, organizza le relazioni negli spazi, fornisce identità e forma, costruisce nuovi mondi.

101. © DESIGN GROUP ITALIA 10 1 Un tool per il business del cliente, le vostre aziende, voi stessi… Cosa progetterete oggi?

102. GRAZIE by Leandro Agrò | DESIGN GROUP ITALIA Twitter, Gmail, etc. @leeander 102 OK CANCEL

Ok cancel (2018)

Ok cancel (2018)

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