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October 2nd, New York City
GE Proprietary Information—Class III (Confidential)
Export Controlled—U.S. Government approval ...
What do you think of
when you think of the
Internet of Things?
3
Get rights or
replace
Title or Job Number | XX Month 201X
4
Replace with
image of
Ruby’s fitbit
Photo: "White Fitbit Zip" by Steven Walling - Ow...
5
Get rights or
replace
7
Title or Job Number | XX Month 201X
8
Internet of Big Things =
Industrial Internet
GE Proprietary Information - Class III (Confidential)
Hi, we’re the Katrine/as
9 years in design
consulting
Industries: healthcare,
retail, transportation,
telecommunication
No...
“Within the vast Industrials sector, the IoT represents
a structural change akin to the industrial
revolution . . . While ...
45 Billion connected assets by 2025
1 3 5 7 9 11 13 15 17
Industrial
Commercial
Consumer
Billions of assets
2025
Personal ...
What is the Industrial Internet?
1. Intelligent
machines
GE Proprietary Information - Class III (Confidential)
What is the Industrial Internet?
2. Software
 Analytics
1. Intelligent
machines
GE Proprietary Information - Class III (Co...
What is the Industrial Internet?
2. Software
 Analytics
3. People at
work
1. Intelligent
machines
GE Proprietary Informati...
What is the Industrial Internet?
2. Software
 Analytics
3. People at
work
1. Intelligent
machines
GE Proprietary Informati...
Title or Job Number | XX Month 201X
1
Connecting brilliant machines with people at work to
to address major global challen...
The value to customers is huge
Connected machines could eliminate up to
$150 billion in waste across industries
Segment Ty...
Why it’s hard . . .
90% of the data in the world today has
been created in the last 2 years alone
Title or Job Number | XX Month 201X
2
Making oil  gas
pipelines safe
[1] PII Pipeline Database (Summary of Infield Systems...
Title or Job Number | XX Month 201X
2
Every 30,000 miles of pipeline generates
17 terabytes of data . . .
Source: Average ...
. . . which is more than the entire printed collection of
the Library of Congress.
1. More data = more
problems
Enormous amount of stuff | How to glean insights
without overwhelming?
Endless possibilities ...
Title or Job Number | XX Month 201X
2
2. Big machines = hard
to reach users
Specialized jobs
Difficult to reach locations
GE Proprietary Information - Class III...
Prepping for research on an oil rig
Extensive background check
Drug test
CPR  first aide training
Offshore survival skills...
Helicopter crash course!
“Basically they dunk you in cold
water repeatedly and flip you
upside down and then you have
to b...
Title or Job Number | XX Month 201X
2
3. The unknown can be
scary
Industrial Internet is still very new
Fears about data security
May require new ways of workin...
Enter co-creation
What is co-creation?
Processes that bring diverse
stakeholders together to achieve
breakthroughs in how they solve
problem...
Co-creation is most effective when…
Solution Unclear
Unclear
The sweet spot
Solutions are not
clearly defined
Stakeholders...
CHOOSE YOUR TOOLS WITH AN “EMPATHY SCRUM”
Co-creation helps us to…
•  Ensure we’re addressing the right problem
•  Clearly define solution and desired outcome
•  Cr...
Principles Practices
GE Proprietary Information - Class III (Confidential)
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
UX = designing for end-user
Co-creation = empowering
stakeholders to be designers
GE Proprietary Information - Class III (...
Whoever translates the
language can bring people
to a common solution.
GE Proprietary Information - Class III (Confidentia...
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
“Federated Facilitation” model
Internal External
GE Proprietary Information - Class III (Confidential)
“Federated Facilitation” model
If co-creation was only taking place with external clients…
Challenge:
We can’t actually
so...
External
Internal
“Federated Facilitation” model
If co-creation was only taking place internally…
Challenge:
We wouldn’t
a...
“Brown bags give us an opportunity to hear what everyone is doing and try
to culminate some kind of structure to how we ap...
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
I don’t have enough time.
There are too many silos.
The team is too big.
There are too many agendas.
Not enough internal s...
What if this was the
real design challenge
in an organization?
What if these were
your constraints?
I don’t have enough ti...
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
UX begins with empathy for the needs of
real people who will use the product
Just because WE try to practice empathy
doesn’t mean
others feel comfortable doing so.
GE Proprietary Information - Class ...
GE Proprietary Information - Class III (Confidential)
Welcome your design-newbie to join the research
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
Discover
User research
Personas
Analysis
Design
Wireframes
Storyboards
Site maps
Task flows
Prototypes
More user research
...
Co-creation
works best here
Discover Design Implement Evaluate
GE Proprietary Information - Class III (Confidential)
Co-creation
works best here
Discover Design Implement Ev
GE Proprietary Information - Class III (Confidential)
Co-creation
works best here
Discover Design Implement Ev
Co-creation
works even
better here!
Pre-project
GE Proprietary In...
Principle Practice
Practice “co-creation”
just like an engineering
best practice.
Utilize a “federated facilitation”
model...
Design is
integrated into
more places in the
organization.
GE Proprietary Information - Class III (Confidential)
Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
GE Proprietary I...
Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationship...
Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationship...
Design is
integrated into
more places in the
organization.
Teams co-create
something they
haven’t before.
New relationship...
Key takeaways
1. Add co-creation methods to your toolkit
GE Proprietary Information - Class III (Confidential)
2. Start co-creating before the project is defined
Co-creation
works best here
Discover Design Implement Ev
Co-creation
wo...
3. Make friends with developers  data experts
GE Proprietary Information - Class III (Confidential)
4. Take your helicopter crash course!
GE Proprietary Information - Class III (Confidential)
5. Plant seeds in your organization
GE Proprietary Information - Class III (Confidential)
Thank you.
Katrine Rau
katrine.rau@ge.com
@KatrineRau
Katrina Alcorn
katrina.alcorn@ge.com
@kalcorn
Co-Creating the Industrial Internet - Katrine Rau & Katrina Alcom, GE
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Co-Creating the Industrial Internet - Katrine Rau & Katrina Alcom, GE

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

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Co-Creating the Industrial Internet - Katrine Rau & Katrina Alcom, GE

  1. 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. 2. What do you think of when you think of the Internet of Things?
  3. 3. 3 Get rights or replace
  4. 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. 5 Get rights or replace
  6. 6. 7
  7. 7. Title or Job Number | XX Month 201X 8
  8. 8. Internet of Big Things = Industrial Internet GE Proprietary Information - Class III (Confidential)
  9. 9. 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
  10. 10. “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)
  11. 11. 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)
  12. 12. What is the Industrial Internet? 1. Intelligent machines GE Proprietary Information - Class III (Confidential)
  13. 13. What is the Industrial Internet? 2. Software Analytics 1. Intelligent machines GE Proprietary Information - Class III (Confidential)
  14. 14. What is the Industrial Internet? 2. Software Analytics 3. People at work 1. Intelligent machines GE Proprietary Information - Class III (Confidential)
  15. 15. What is the Industrial Internet? 2. Software Analytics 3. People at work 1. Intelligent machines GE Proprietary Information - Class III (Confidential)
  16. 16. 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.
  17. 17. 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
  18. 18. Why it’s hard . . .
  19. 19. 90% of the data in the world today has been created in the last 2 years alone
  20. 20. 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)
  21. 21. 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)
  22. 22. . . . which is more than the entire printed collection of the Library of Congress.
  23. 23. 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)
  24. 24. Title or Job Number | XX Month 201X 2
  25. 25. 2. Big machines = hard to reach users Specialized jobs Difficult to reach locations GE Proprietary Information - Class III (Confidential)
  26. 26. 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)
  27. 27. 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)
  28. 28. Title or Job Number | XX Month 201X 2
  29. 29. 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)
  30. 30. Enter co-creation
  31. 31. What is co-creation? Processes that bring diverse stakeholders together to achieve breakthroughs in how they solve problems.
  32. 32. 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)
  33. 33. CHOOSE YOUR TOOLS WITH AN “EMPATHY SCRUM”
  34. 34. 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)
  35. 35. Principles Practices GE Proprietary Information - Class III (Confidential)
  36. 36. 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)
  37. 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. 38. UX = designing for end-user Co-creation = empowering stakeholders to be designers GE Proprietary Information - Class III (Confidential)
  39. 39. Whoever translates the language can bring people to a common solution. GE Proprietary Information - Class III (Confidential) “Whoever controls the language controls the debate”
  40. 40. 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)
  41. 41. “Federated Facilitation” model Internal External GE Proprietary Information - Class III (Confidential)
  42. 42. “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)
  43. 43. 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)
  44. 44. “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)
  45. 45. 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)
  46. 46. 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)
  47. 47. 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)
  48. 48. 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)
  49. 49. UX begins with empathy for the needs of real people who will use the product
  50. 50. Just because WE try to practice empathy doesn’t mean others feel comfortable doing so. GE Proprietary Information - Class III (Confidential)
  51. 51. GE Proprietary Information - Class III (Confidential) Welcome your design-newbie to join the research
  52. 52. 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)
  53. 53. 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)
  54. 54. Co-creation works best here Discover Design Implement Evaluate GE Proprietary Information - Class III (Confidential)
  55. 55. Co-creation works best here Discover Design Implement Ev GE Proprietary Information - Class III (Confidential)
  56. 56. Co-creation works best here Discover Design Implement Ev Co-creation works even better here! Pre-project GE Proprietary Information - Class III (Confidential)
  57. 57. 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)
  58. 58. Design is integrated into more places in the organization. GE Proprietary Information - Class III (Confidential)
  59. 59. Design is integrated into more places in the organization. Teams co-create something they haven’t before. GE Proprietary Information - Class III (Confidential)
  60. 60. 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)
  61. 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. New methods become more approachable to more people. GE Proprietary Information - Class III (Confidential)
  62. 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. More touch points improve over time as design is integrated. GE Proprietary Information - Class III (Confidential)
  63. 63. Key takeaways
  64. 64. 1. Add co-creation methods to your toolkit GE Proprietary Information - Class III (Confidential)
  65. 65. 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)
  66. 66. 3. Make friends with developers data experts GE Proprietary Information - Class III (Confidential)
  67. 67. 4. Take your helicopter crash course! GE Proprietary Information - Class III (Confidential)
  68. 68. 5. Plant seeds in your organization GE Proprietary Information - Class III (Confidential)
  69. 69. Thank you. Katrine Rau katrine.rau@ge.com @KatrineRau Katrina Alcorn katrina.alcorn@ge.com @kalcorn

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