UX & Customer

Engagement
DAVID BINGHAM, Senior Design Manager

Agenda
1
2
3
4

Industrial Challenges
Design to Outcomes?
Engagement Process
and then

PREDIX TRANSFORM 2

Industrial Challenges

PREDIX TRANSFORM 3

New Competitors

+?
+?
+?
PREDIX TRANSFORM 4

New Competencies

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New Complexities

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Design to Outcomes?

PREDIX TRANSFORM 7

Good Design
Innovative
Useful
Aesthetic
Understandable
Unobtrusive
Honest
Long-Lasting
Thorough
Environmental
As little design as possible
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Good Design Process

Collaborative
Iterative
Educational
Cross-Functional
Creative
Risk-Tolerant
Humanistic
Exploratory
Candid
As little process as possible
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Good Engagement
Collaborative
Iterative
Educational
Cross-Functional
Creative
Risk-Tolerant
Humanistic
Exploratory
Candid
As little process as possible
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Engagement Evolution

Waterfall
Mass Reproducible Solution
Educate Customer
Sell Solution to Market

PREDIX TRANSFORM 11

Engagement Evolution

Waterfall
Mass Reproducible Solution
Educate Customer
Sell Solution to Market

Agile
Widely Applicable Services
Learn from Customer
Co-Define Opportunities PREDIX TRANSFORM

12

PREDIX TRANSFORM 13

The Outcome of this Approach:

Alignment

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The Outcome of this Approach:

Relationship

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The Outcome of this Approach:

Problem Clarity

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The Outcome of this Approach:

Meaningful Solutions

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The Outcome of this Approach:

Ownership

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Engagement Process

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Double Loop Learning

Feedback
(single loop)

Beliefs

Actions

Results

why?

do

get

guide

lead to

Chris Argyris
Professor Emeritus
Harvard Business School
http://pds8.egloos.com/pds/200805/20/87/chris_argyris_learning.pdf
https://hbr.org/1977/09/double-loop-learning-in-organizations

Feedback
(double loop)
PREDIX TRANSFORM 20

Engagement Process
Research

Design
Deploy

Develop

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Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

PREDIX TRANSFORM 22

Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

PREDIX TRANSFORM 23

Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

PREDIX TRANSFORM 24

Engagement Process
Workout

Proposal

Intro

Research

Beliefs
why?

Results
get
Design
Deploy

Actions
do

Develop

PREDIX TRANSFORM 25

Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

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Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

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Intro
General problem space?
Required attendees?
Activities to leverage?

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Intro

Teleconference, WebEx

PREDIX TRANSFORM 29

Intro

Do your homework!
PREDIX TRANSFORM 30

Intro
Problem Space*
Reduce downtime?
Increase throughput?
Failure identification?
Knowledge transfer?
Maintenance scheduling?
Information visibility?
Team collaboration?
Resource consumption?

*Find problem type &

ballpark, the process
will uncover specifics
& priorities!
dont overthink it.

PREDIX TRANSFORM 31

Intro
Customer
Business Owner
What will impact value?

Subject Matter Expert

What are operational realities?

Data + Systems Expert

What information is accessible?

GE
Engagement Manager

Facilitator

Technical Experts
Data Science
Architecture
security, connectivity, integration, edge, etc
PREDIX TRANSFORM 32

Intro

Viable!
Desirable!
Business
Design

Feasible!

Engineering

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33

!
ble
s

Via
Bu

sin

n
sig

es

De

le!

ab
sir

De

Engineering

Feasible!

Intro

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34

Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

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WARNING, THIS IS NOT:

ALL NEEDED EVERYTIME.
IN A STRICT ORDER.
A FORMULA.
COMPREHENSIVE.

Overviews

In-Person Sharing

PREDIX TRANSFORM 37

Gather Outcomes
Customer-Centric
1 / Note
Indicate Direction
Succinct

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Prioritize
2nd

1st

Criteria
Place
Discuss
No?
Adjust

Prioritize
PREDIX TRANSFORM 39

Prioritize
Criteria
Criteria 1

Criteria 2

Criteria 3
Place
Discuss
Adjust
Record
repeat...
PREDIX TRANSFORM 40

Personas
Outcome

Persona

Characteristics

Role

Decisions

Relationships

Key Needs

Responsibilities

Goals

Background
PREDIX TRANSFORM 41

Workflows & Ecosystem

Roles

Steps

Pains

PREDIX TRANSFORM 42

and then

PREDIX TRANSFORM 43

Engagement Process
Workout

Proposal

Intro

Research

Design
Deploy

Develop

PREDIX TRANSFORM 44

Research

PREDIX TRANSFORM

Design

PREDIX TRANSFORM 46

Develop

PREDIX TRANSFORM 47

Deploy

PREDIX TRANSFORM 48

Research

PREDIX TRANSFORM 49

Design

PREDIX TRANSFORM 50

Five Lessons to Take Away

1.
2.
3.
4.
5.

Operate as a learning organization.

Define problems before solutions.
Collaborate with customers.
Make information visible & interactive.
Make it fun!

PREDIX TRANSFORM 51

52

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