DAY ONE – OCT 2nd 2015 at Global Service Design Conference NYC AFTERNOON KEYNOTE/ /BIG VISIONS, INFRASTRUCTURE, SCALE more info at: http://bit.ly/1XBsywA

1. October 2nd, New York City
GE Proprietary Information—Class III (Confidential)
Export Controlled—U.S. Government approval is required
prior to export from the U.S., re-export from a third country,
or release to a foreign national wherever located.
Co-creating the Industrial Internet
How GE is taking a collaborative approach
to design the “Internet of Big Things”
Katrina Alcorn | GE | @kalcorn
Katrine Rau | GE | @KatrineRau

2. What do you think of
when you think of the
Internet of Things?

3. 3
Get rights or
replace

4. Title or Job Number | XX Month 201X
4
Replace with
image of
Ruby’s fitbit
Photo: "White Fitbit Zip" by Steven Walling - Own work. Licensed under CC BY-SA 3.0 via
Wikimedia Commons

5. 5
Get rights or
replace

7. 7

8. Title or Job Number | XX Month 201X
8

9. Internet of Big Things =
Industrial Internet
GE Proprietary Information - Class III (Confidential)

10. Hi, we’re the Katrine/as
9 years in design
consulting
Industries: healthcare,
retail, transportation,
telecommunication
Now Senior UX
Researcher at General
Electric on the Industrial
Internet team
@KatrineRau
GE Proprietary Information - Class III (Confidential)
15 years UX consulting
Industries: Medical
devices, financial
services, education,
non-profit, green
energy
Now Senior UX Leader
at General Electric on
the Industrial Internet
team
@kalcorn

11. “Within the vast Industrials sector, the IoT represents
a structural change akin to the industrial
revolution . . . While we are still in the nascent stages
of adoption, we believe the Industrial IoT opportunity
could amount to $2 trillion by 2020.”
Source: “The Sectors Where the Internet of Things Really Matters,” by Simona Jankowski, Harvard Business Review,
Oct. 22, 2014
GE Proprietary Information - Class III (Confidential)

12. 45 Billion connected assets by 2025
1 3 5 7 9 11 13 15 17
Industrial
Commercial
Consumer
Billions of assets
2025
Personal healthcare,
home automation, social
Telemetrics, interactive
retail, hospital efficiency,
smart cities
Monitoring diagnostics,
real-time, condition-based,
asset lifecycle management
Source: IHS Forecast 2013
17 billion
industrial
assets!
GE Proprietary Information - Class III (Confidential)

13. What is the Industrial Internet?
1. Intelligent
machines
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14. What is the Industrial Internet?
2. Software
Analytics
1. Intelligent
machines
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15. What is the Industrial Internet?
2. Software
Analytics
3. People at
work
1. Intelligent
machines
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16. What is the Industrial Internet?
2. Software
Analytics
3. People at
work
1. Intelligent
machines
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17. Title or Job Number | XX Month 201X
1
Connecting brilliant machines with people at work to
to address major global challenges in healthcare,
transportation, and energy efficiency, and eliminate
waste across every major industry.

18. The value to customers is huge
Connected machines could eliminate up to
$150 billion in waste across industries
Segment Type of savings
Estimated value
over 15 years
(Billion nominal US dollars)
$30B
$27B
$90B
Commercial
Freight
1% fuel savings
Exploration and
development
1% reduction in
system inefficiency
1% reduction in
capital expenditures
Note: Illustrative examples based on potential one percent savings applied across specific global industry sectors. Source: GE estimates
Industry
$63BSystem-wide
1% reduction in
system inefficiency
$66BGas-fired
generation
1% fuel savings
Aviation
Power
Rail
Healthcare
Oil and Gas

19. Why it’s hard . . .

20. 90% of the data in the world today has
been created in the last 2 years alone

21. Title or Job Number | XX Month 201X
2
Making oil gas
pipelines safe
[1] PII Pipeline Database (Summary of Infield Systems, Global Data DOT and CIA world fact book databases
[2] Pipeline and Hazardous Materials Safety Administration
50%of U.S pipeline
infrastructure installed
prior to 1970 [2]
2Mmiles of transmission
pipelines globally [1]
GE Proprietary Information - Class III (Confidential)

22. Title or Job Number | XX Month 201X
2
Every 30,000 miles of pipeline generates
17 terabytes of data . . .
Source: Average data volume based on GE internal analysis of multiple pipeline customers
GE Proprietary Information - Class III (Confidential)

23. . . . which is more than the entire printed collection of
the Library of Congress.

24. 1. More data = more
problems
Enormous amount of stuff | How to glean insights
without overwhelming?
Endless possibilities | How to anticipate what people
need to be able to do with the data?
Performance issues | If we try to support every “What
If” scenario, it could take 24 hours + to crunch the
numbers.
GE Proprietary Information - Class III (Confidential)

25. Title or Job Number | XX Month 201X
2

26. 2. Big machines = hard
to reach users
Specialized jobs
Difficult to reach locations
GE Proprietary Information - Class III (Confidential)

27. Prepping for research on an oil rig
Extensive background check
Drug test
CPR first aide training
Offshore survival skills training
Fire safety training
Specialized health exam to get
cleared for rig work
And…
Lauren Bowers, Sr. Interaction Designer conducting
user research for GE’s OG business
GE Proprietary Information - Class III (Confidential)

28. Helicopter crash course!
“Basically they dunk you in cold
water repeatedly and flip you
upside down and then you have
to bust out a window, climb out
of the helicopter cockpit
simulator (which is underwater),
and swim to safety.”
—Lauren Bowers
Sr. Interaction Designer
2GE Proprietary Information - Class III (Confidential)

29. Title or Job Number | XX Month 201X
2

30. 3. The unknown can be
scary
Industrial Internet is still very new
Fears about data security
May require new ways of working
GE Proprietary Information - Class III (Confidential)

31. Enter co-creation

32. What is co-creation?
Processes that bring diverse
stakeholders together to achieve
breakthroughs in how they solve
problems.

33. Co-creation is most effective when…
Solution Unclear
Unclear
The sweet spot
Solutions are not
clearly defined
Stakeholders
are not in clear
alignment
Alignment
GE Proprietary Information - Class III (Confidential)

34. CHOOSE YOUR TOOLS WITH AN “EMPATHY SCRUM”

35. Co-creation helps us to…
• Ensure we’re addressing the right problem
• Clearly define solution and desired outcome
• Create trust with our customers
• Engage stakeholders in decisions
• Speed up the sales process
• Reach solution faster
• Avoid costly changes in development
GE Proprietary Information - Class III (Confidential)

36. Principles Practices
GE Proprietary Information - Class III (Confidential)

37. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

38. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

39. UX = designing for end-user
Co-creation = empowering
stakeholders to be designers
GE Proprietary Information - Class III (Confidential)

40. Whoever translates the
language can bring people
to a common solution.
GE Proprietary Information - Class III (Confidential)
“Whoever controls the
language controls the debate”

41. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

42. “Federated Facilitation” model
Internal External
GE Proprietary Information - Class III (Confidential)

43. “Federated Facilitation” model
If co-creation was only taking place with external clients…
Challenge:
We can’t actually
solve what we say
we will, because
we’re not aligned
internally
External
Internal
GE Proprietary Information - Class III (Confidential)

44. External
Internal
“Federated Facilitation” model
If co-creation was only taking place internally…
Challenge:
We wouldn’t
actually be
building stronger
relationships with
our clients
GE Proprietary Information - Class III (Confidential)

45. “Brown bags give us an opportunity to hear what everyone is doing and try
to culminate some kind of structure to how we approach things…The more
designers learn about different approaches, the more creativity we see.”
Phil Balagtas, Sr. Interaction Designer
GE Proprietary Information - Class III (Confidential)

46. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

47. I don’t have enough time.
There are too many silos.
The team is too big.
There are too many agendas.
Not enough internal support.
There isn’t enough budget.
People are too exhausted.
GE Proprietary Information - Class III (Confidential)

48. What if this was the
real design challenge
in an organization?
What if these were
your constraints?
I don’t have enough time.
There are too many silos.
The team is too big.
There are too many agendas.
Not enough internal support.
There isn’t enough budget.
People are too exhausted.
GE Proprietary Information - Class III (Confidential)

49. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

50. UX begins with empathy for the needs of
real people who will use the product

51. Just because WE try to practice empathy
doesn’t mean
others feel comfortable doing so.
GE Proprietary Information - Class III (Confidential)

52. GE Proprietary Information - Class III (Confidential)
Welcome your design-newbie to join the research

53. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

54. Discover
User research
Personas
Analysis
Design
Wireframes
Storyboards
Site maps
Task flows
Prototypes
More user research
Implement
Usability testing
Design adjustment
Evaluate
Usage tracking
Usability testing
Updates to design
GE Proprietary Information - Class III (Confidential)

55. Co-creation
works best here
Discover Design Implement Evaluate
GE Proprietary Information - Class III (Confidential)

56. Co-creation
works best here
Discover Design Implement Ev
GE Proprietary Information - Class III (Confidential)

57. Co-creation
works best here
Discover Design Implement Ev
Co-creation
works even
better here!
Pre-project
GE Proprietary Information - Class III (Confidential)

58. Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model that benefits internal and
external teams.
Place design at
leadership level.
Don’t fight against company
language and existing organization.
Make relationships that
make things happen.
Remember that “people issues” are
“design challenges.”
Demystify empathy and make
it practical for anyone
Bring a design-newbie along with
you on the insights journey.
Help every touch point,
without exception,
be better by design.
Make “realistic” plans
for integrating design earlier
and in more places.
GE Proprietary Information - Class III (Confidential)

59. Design is
integrated into
more places in the
organization.
GE Proprietary Information - Class III (Confidential)

60. Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
GE Proprietary Information - Class III (Confidential)

61. Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationships
are built to open
new collaboration.
GE Proprietary Information - Class III (Confidential)

62. Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationships
are built to open
new collaboration.
New methods
become more
approachable to
more people.
GE Proprietary Information - Class III (Confidential)

63. Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationships
are built to open
new collaboration.
New methods
become more
approachable to
more people.
More touch points
improve over time
as design is
integrated.
GE Proprietary Information - Class III (Confidential)

64. Key takeaways

65. 1. Add co-creation methods to your toolkit
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66. 2. Start co-creating before the project is defined
Co-creation
works best here
Discover Design Implement Ev
Co-creation
works even
better here!
Pre-project
GE Proprietary Information - Class III (Confidential)

67. 3. Make friends with developers data experts
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68. 4. Take your helicopter crash course!
GE Proprietary Information - Class III (Confidential)

69. 5. Plant seeds in your organization
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70. Thank you.
Katrine Rau
katrine.rau@ge.com
@KatrineRau
Katrina Alcorn
katrina.alcorn@ge.com
@kalcorn