“Engaged employees drive the client experience, andthat in turn drives business results – in that order”
“There is one key to our future growth: the client experience”
“Good Design is Good Business”Thomas Watson Jr
Ginni RomettyIBM CEO
In IBM, we have tended to focus on providing the technology, the function,and haven’t always focused on the user experience
We might be able to relate to these …
MISSION TO INVEST IN..RE-IMAGING HOW WE DESIGN OUR PRODUCTS
IBM Design Division started in 2011 with Phil Gilbert, GM
Assembled a team of top talent to helpestablish the mission … • Significant hiring of skilled designers from top design schools
How to employ practices that lead to great designsChallenge: Determining how to bring about a change in a company with ~1K products…
Providing principles and core practices that help guideteams in a consistent manner across IBM products
IBM Design Team developed IBM Design Thinking….
“This studio is the embodiment of a new approach to software design. It is the home of IBM Design Thinking, a broad, ambitious new approach to re-imagining how we design our products and solutions,”
Fall 2013 IBM opens new Design Studio in Austin, TXPhil Gilbert, general manager, IBM Design….
Latest is the recently opened IBM Studio London joins nearly 20 IBM Studios in locations including Atlanta, Boston, Chicago, Toronto, Groningen, Melbourne, Mexico City, Hursley, New York, Dallas, Ehningen and La Gaude, with more IBM Studios to open this year.
Teams across IBM building signature products can practice Design Thinking
Delivering exceptional user experiences to our clients
IBM Design Thinking
Provides the framework for how we get there
IBM Design
Improving the quality of decisions
In IBM Design ThinkingStart with the following principles and core practices of
HILLs Sponsor Users Playbacks
Invest for Market OutcomesHILLs
Frame the release around Big Problems and Outcomes for Users…. Not just a list of feature requests Collaboration and alignment around what
what is being built (mission is clear!)Product Management + Design + Engineering
“If You Don’t know where you’re going, you might not get there.”
Yogi Bera
Don’t address “how” it will be done, but the user-centric outcome
A Hill has 3 components• Who - who is this for ?• What - what can they do?• Wow - what is the significant
improvement? Determine how to allocate resources
Provide support in the Config Assistant for reusable filter rules in support of TCP/IP stacks in a sysplex Who, What, Wow
is not clear
Using a modern UI, a Network Administrator can createand deploy 20 filter rules for 20 TCP/IP stacks in thesysplex in under 30 minutes
New Feature in z/OS Communications Server mighttraditionally have read…
With Design Thinking a Hill might read…
Example of Crafting a Hill
Sponsor UsersEnvision the User Experience
Design experiences for real target users…. Rather than imagined needs
Design with “empathy” for our users
Requires working with our users inpartnership.. sharing designs
Sponsor User are the “users of our products”
PlaybacksCollaborate, Align, Engage
Align the team, stakeholders, and clients around the value to be delivered,… rather than just project items
Playbacks align teams through stories focused on the user • Different types of playbacks: some are milestone playbacks which transition
the team to the next phase of delivery (each showing more refinement)• Milestone meetings
• All parts of product delivery are involved Product Management, Design, Dev/Test, ,etc..
Use mock-ups, prototypes, demos- to share details aroundwhat we’re thinking .. Involve sponsor users in Client Playbacks
Doug DietzDesign Principal GE Heathcare(Industrial Designer)
MRI machine
https://www.youtube.com/watch?v=hnSPmcZjEqs
What does this mean to our Comm Server Team and our clients?
• Incorporating Design Thinking practice into our product process• z/OS “Next” is the first release
• Team has participated in Design Thinking education
• As we build our product.. Involve our clients as Sponsor Users in validating and
forming our Hills, and get participation in design Playbacks