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UX STRAT USA 2018 Presentation: Joe Meersman, IBM

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UX STRAT USA 2018 presentation slides by Joe Meersman of IBM, on the topic: "Strategic Experience Design Using Artificial Intelligence"

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UX STRAT USA 2018 Presentation: Joe Meersman, IBM

  1. 1. Strategic Experience Design Using Artificial Intelligence — © 2018 IBM Hybrid Cloud
  2. 2. ©2018 IBM Corporation. All rights reserved. hello!
  3. 3. Notices and disclaimers 3 © 2018  International Business Machines Corporation. No part of this document may be reproduced or transmitted in any form without written permission from IBM. U.S. Government Users Restricted Rights — use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM. Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. This document is distributed “as is” without any warranty, either express or implied. In no event, shall IBM be liable for any damage arising from the use of this information, including but not limited to, loss of data, business interruption, loss of profit or loss of opportunity. IBM products and services are warranted per the terms and conditions of the agreements under which they are provided. IBM products are manufactured from new parts or new and used parts. 
 In some cases, a product may not be new and may have been previously installed. Regardless, our warranty terms apply.” Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance  data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary.  References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business.  Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer follows any law. © 2018 IBM Hybrid Cloud
  4. 4. Notices and disclaimers
 continued
 4 Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products about this publication and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products. IBM does not warrant the quality of any third-party products, or the ability of any such third-party products to interoperate with IBM’s products. IBM expressly disclaims all warranties, expressed or implied, including but not limited to, the implied warranties of merchantability and fitness for a purpose. The provision of the information contained herein is not intended to, and does not, grant any right or license under any IBM patents, copyrights, trademarks or other intellectual property right. IBM, the IBM logo, ibm.com and [names of other referenced IBM products and services used in the presentation] are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at: www.ibm.com/legal/copytrade.shtml. . © 2018 IBM Hybrid Cloud
  5. 5. Joe’s disclaimer 5 These is Joe Meersman’s Point Of View. This presentation does not represent the perspective of a 100+ year old Global Corporation with 79.1 bn in revenue. It does, however reflect my experiences in delivering over a dozen experiences involving artificial intelligence and/or big data. © 2018 IBM Hybrid Cloud
  6. 6. Design for AI © 2018 IBM Hybrid Cloud
  7. 7. Design for with AI © 2018 IBM Hybrid Cloud
  8. 8. Case Study Summary Definition Project Types Process Takeaways Agenda — © 2018 IBM Hybrid Cloud
  9. 9. Stop me if you have heard this one before © 2018 IBM Hybrid Cloud
  10. 10. Case Study © 2018 IBM Hybrid Cloud
  11. 11. What made this project truly successful was the story that I didn’t tell. © 2018 IBM Hybrid Cloud
  12. 12. Design for with AI © 2018 IBM Hybrid Cloud
  13. 13. Envisioned the learning loop With a curated highly collaborative team… Started with available data Aligned around value to the user Created a data wish list, capability wish list
  14. 14. Summary © 2018 IBM Hybrid Cloud
  15. 15. Designing with AI is designing with intent © 2018 IBM Hybrid Cloud
  16. 16. Avoid Assumptions, ask questions Identify constraints, dream big Solve collaboratively, mind the details Anticipate challenges, plan for iteration © 2018 IBM Hybrid Cloud
  17. 17. AI is powerful technology that design nurtures© 2018 IBM Hybrid Cloud
  18. 18. Definition © 2018 IBM Hybrid Cloud
  19. 19. What is emerging technology? © 2018 IBM Hybrid Cloud
  20. 20. definition of AI varies by your exposure UX STRAT 2018
  21. 21. Applied in Focused or Exploratory manner Focused : goal oriented, remarkable results Exploratory : yields unexpected results UX STRAT 2018
  22. 22. UX STRAT 2018 Focused
  23. 23. UX STRAT 2018© 2018 IBM Hybrid Cloud
  24. 24. UX STRAT 2018© 2018 IBM Hybrid Cloud
  25. 25. Commercial AI tends to be focused. © 2018 IBM Hybrid Cloud
  26. 26. AI is only as good as the data you provide it Poor data quality yields poor results To learn it needs to be taught © 2018 IBM Hybrid Cloud
  27. 27. Effective AI requires maintenance © 2018 IBM Hybrid Cloud
  28. 28. AI is not new, but it’s commercial availability is It is not a monolithic product It is not just another algorithm to apply to big data problems. It is not limited to chatbots © 2018 IBM Hybrid Cloud
  29. 29. UX STRAT 2018© 2018 IBM Hybrid Cloud
  30. 30. AI is a series of inputs and outputs in an equation © 2018 IBM Hybrid Cloud
  31. 31. Technology has it’s limitations It is a tool to provide an experience It can manifest itself in many different ways Effective AI requires humans © 2018 IBM Hybrid Cloud
  32. 32. AI is a how © 2018 IBM Hybrid Cloud
  33. 33. AI is not a why © 2018 IBM Hybrid Cloud
  34. 34. © 2018 IBM Hybrid Cloud
  35. 35. Definition is critical to success Definition guides alignment Multiple misconceptions inflate expectations Scope capabilities and identify impact © 2018 IBM Hybrid Cloud
  36. 36. Project Type © 2018 IBM Hybrid Cloud
  37. 37. how to staff for success on AI projects © 2018 IBM Hybrid Cloud
  38. 38. Three types of implementations AI is core to the solution AI is embedded in the experience AI is bolted on to a product © 2018 IBM Hybrid Cloud
  39. 39. AI is core © 2018 IBM Hybrid Cloud
  40. 40. The value proposition is facilitating AI These are platforms or building blocks AI is enabled via these experiences © 2018 IBM Hybrid Cloud
  41. 41. Core AI Design Team Design Team Lead Content Writer Front-End Developer Assumption: Your user is a Developer, Data Engineer, or Data Scientist UX Designer User Researcher Eager to increase domain knowledge of AI. Is comfortable in advocating for design in places ‘it doesn’t matter.’ Able to balance both the needs of the user and the user’s user. Has experience in writing voice prompts or instructional content. Back end development experience is necessary. Data Scientist + Ensures that the correct inputs are available to deliver outcomes. © 2018 IBM Hybrid Cloud
  42. 42. © 2018 IBM Hybrid Cloud
  43. 43. AI is embedded © 2018 IBM Hybrid Cloud
  44. 44. The purposeful integration of AI into workflow Typically data intensive environments AI may or may not be visible © 2018 IBM Hybrid Cloud
  45. 45. © 2018 IBM Hybrid Cloud
  46. 46. Embedded AI Design Team Design Team Lead Assumptions: Your user is an Analyst, Specialist, or Consumer. UX Designer User Researcher Comfortable asking nuanced implementation questions. Strong grasp of where AI can make the largest impact. Expertise in generative research and design methodology. Visual Designer Intellectual curiosity about AI and how it is presented to users. Content Writer Front-End Developer Strong empathy with end user, ability to use their language. Track record of working closely with back end development teams. Data Scientist + Available to iterate and monitor delivery to guide learning. © 2018 IBM Hybrid Cloud
  47. 47. AI is bolted on © 2018 IBM Hybrid Cloud
  48. 48. The forceful integration of AI into experience Delivery feels like a checklist item Tend to seem disjointed Does the chatbot need to live in an iframe? © 2018 IBM Hybrid Cloud
  49. 49. delivery of AI projects © 2018 IBM Hybrid Cloud
  50. 50. Process © 2018 IBM Hybrid Cloud
  51. 51. Have the team, know the project type? Who is the user and what is their goal? What does the market look like? What can AI deliver in this space? © 2018 IBM Hybrid Cloud
  52. 52. Know your user © 2018 IBM Hybrid Cloud
  53. 53. Ever preach to a choir? If you are at UX Strat you ‘get’ UCD How will users feel when they know it’s AI? Can AI deliver on value to the user? © 2018 IBM Hybrid Cloud
  54. 54. Take a market view © 2018 IBM Hybrid Cloud
  55. 55. Is a concept car of value? Establish a common vernacular Frame conversations via the competition Drive differentiation with domain knowledge Talk about your KPIs and business goals. © 2018 IBM Hybrid Cloud
  56. 56. Embrace limitations © 2018 IBM Hybrid Cloud
  57. 57. Avoid the temptation to over-deliver Be ok with simple yet effective Introduce complexity over time Focus on reliable delivery of value © 2018 IBM Hybrid Cloud
  58. 58. Takeaways © 2018 IBM Hybrid Cloud
  59. 59. © 2018 IBM Hybrid Cloud AI is still emerging technology Start with available data Create a data wish list, capability wish list Envision your learning loop
  60. 60. Iterate to ensure technology provides value© 2018 IBM Hybrid Cloud
  61. 61. Create value by unlocking new potential © 2018 IBM Hybrid Cloud
  62. 62. How to design with, not for AI. Extend and curate your design team Plan for continuous delivery Monitor usage and maintain your data model © 2018 IBM Hybrid Cloud
  63. 63. Let your user and your data guide you © 2018 IBM Hybrid Cloud

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