Nordea

Transcript

1. STUPID ¥%&?! SYSTEM Jonas Söderström • Nordea • Stockholm 27 sep 2016
2. User experience • Service design • Sustainability Stockholm • Göteborg • Malmö • Denver
3. 1994 –
5. Create new document
8. Enterprise software is far behind
10. ”One year of incorrect salaries” 2012
11. sep 2011 – sep 2012 2 757 hours of overtime
12. ”Salaries will be incorrect during all of 2013 because finding the right new routines will take time” Manager
13. Several thousands defence employees hit by payroll system failure
14. Thousands of health care workers have not been payed for several months
15. Employees not being payed their salaries
16. New payroll system creates chaos
17. Thousands may have received incorrect sick leave pay
25. The digital workplace as a cause of stress
26. Angry, stressed, frustrated with IT 3400 2012 M T W T F
27. Angry, stressed, frustrated with IT 3400 2012 M T W T F
28. Angry, stressed, frustrated with IT 3400 2012 M T W T F
29. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
30. What do you value most for your job satisfaction? 1. Well-functioning, trouble-free IT systems (87 %) 2. High salary (82 %) 1027 TNS Sifo, 2015
31. 0 5 10 15 Insecure 24h work On alert Dangers Causing stress 3700 ” rst responders” Arnetz, 2013
32. 0 5 10 15 Insecure 24h work On alert Dangers Causing stress IT Systems 3700 ” rst responders” Arnetz, 2013
33. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 ” rst responders” Arnetz, 2013
34. New system Write 1 report, shoplifting 2014
35. New system mean 2 hr 52 m Write 1 report, shoplifting 2014
36. from 145 to 313 clicks New system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting 2014
37. Typical causes
38. Too many systems
40. Treserva (social security system) WebbSotis (old social security system) Giraff (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Offentliga jobb (recruiting) Telephone self-service system
41. Karolinska Institute Library, Feb. 18 2014
42. Karolinska Institute Library, Feb. 18 110 employees 117 systems 2014
44. Systems are different
45. 04.03.16 03.04.16 2016-03-04 16.03.04 1959-03-21-1273 590321-1273 19590321-1273 195903211273
46. Ctrl-O 1) Do calculation
47. Ctrl-O 1) Do calculation 2) Quit without saving
48. Interaction overload
51. John reports hours worked in two systems: one uses comma, the other point 1,5 hrs 1.5 hrs
52. What happens if he uses a comma in the system that wants a point? 1,5 hrs 1,5 hrs
53. System ignores comma and records 15 hours, without any error message. 15 hrs
54. x-ray delta one/flickr under a cc-license
55. x-ray delta one/flickr under a cc-license OUR PROJECT
56. The user’s experience pchweat/ ickr under cc-license
57. Inferior design
58. 1 2 3 4 Next >> Basket Shipping Con rm Pay
59. How to pay the invoice?
60. How to pay the invoice?
61. The burden of vigilance
62. Foto: Henrik Ahlén
63. javlaskitsystem.se: Why does the doctor rock the mouse? Foto: Henrik Ahlén
64. Plus: Uncoordinated implementation Lack of training Blame the user
65. Plus: The burden of vigilance Uncoordinated implementation Lack of training Blame the user
66. Cognitive load on an entirely new scale
73. Två års utbildning
74. Två dagars utbildning
75. But people are also ingenious
76. Photo: Richard Gatarski
77. Photo: Richard Gatarski
78. Definition of ”digital work environment”
79. Any part of the working environment where you interact with or are controlled by digital systems
80. Digital work enivironment
81. Digital work enivironment Technical quality
82. Digital work enivironment Technical quality Adapted to humans and task
83. Digital work enivironment Technical quality Adapted to humans and task Impact on the way we work
84. Good digital workplace no crashes, fast network, instant feedback Stability, speed Well adapted to humans and task Simplifying & empowering
85. Good digital workplace simple, intuitive easy to nd, hard to make mistakes, good training no crashes, fast network, instant feedback Stability, speed Well adapted to humans and task Simplifying & empowering
86. Good digital workplace simple, intuitive easy to nd, hard to make mistakes, good training no crashes, fast network, instant feedback exibility, less administration, focus on core tasks, freedom (work anywhere, anytime) Stability, speed Well adapted to humans and task Simplifying & empowering
87. Bad digital workplace server crashes, slow network, printer trouble Slow, unstable, buggy Not adapted to humans and task Increasing work-load
88. Bad digital workplace too many clicks, hard to nd, easy to make mistakes, poor or no training server crashes, slow network, printer trouble Slow, unstable, buggy Not adapted to humans and task Increasing work-load
89. Bad digital workplace too many clicks, hard to nd, easy to make mistakes, poor or no training server crashes, slow network, printer trouble un exible, burdensome administration, layoffs, dis-empowerment, surveillance, always reachable Slow, unstable, buggy Not adapted to humans and task Increasing work-load
90. What to do?
91. Arbetsmiljölagen (The Work Environment Act)
92. Technology, the organization and content of work shall be designed so that the employee is not subjected to physical or mental stress that can lead to illness or accidents. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
93. The employee shall be given the opportunity to participate in shaping their own work situation and in change and in development relating to his own work. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
94. The employee shall be given the opportunity to participate in shaping their own work situation and in change and development relating to his own work. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar) USER-CENTERED DESIGN: IT’S THE LAW
95. It’s not just a design issue.
96. 0 % 1 % 2 % 3 % 4 % 95-2005 2006-13 ITs part Total OECD 90-95, SCB 95-2013 Productivity growth in Sweden
97. Productivy slows down
98. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300
99. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend.
100. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
101. What process create good products?
103. The whole team should observe users. Photo: Richard Gatarski
104. Bild: Karin Båtelson, överläkare SU
105. Give your projects an user experience architect alongside the system architect
106. Start with impacts – not functions
107. Jeremy Toeman/ Flickr Impact – positive effects – from IT comes in use
108. Jeremy Toeman/ Flickr If nobody uses them, it doesn’t matter how many nice functions the product has. Impact – positive effects – from IT comes in use
114. Impact mapping
115. ✘ Impacts More efficient order mgmt Impact mapping
116. ✘ # # time/order –30 % mistakes –60 % Impacts More efficient order mgmt Impact mapping
117. ✘ # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Impact mapping
118. ✘ # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Impact mapping
119. ✘ # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Reciever of orders Impact mapping
120. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Reciever of orders Impact mapping
121. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Reciever of orders Impact mapping
122. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents More efficient order mgmt Reciever of orders Wants less incomplete orders Impact mapping
123. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents # incomplete orders –75 % More efficient order mgmt Reciever of orders Wants less incomplete orders Impact mapping
124. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents # incomplete orders –75 % More efficient order mgmt Reciever of orders Wants less incomplete orders Solutions Impact mapping
125. ✘ Usage goals # # time/order –30 % mistakes –60 % Impacts Impact agents # incomplete orders –75 % More efficient order mgmt Reciever of orders Wants less incomplete orders Solutions ✔ ✔ ✔ ✔ Simplify order form Validation Impact mapping
126. The restaurant
127. ✘ More happy customers! make the customer feel welcome ? ? Impacts Impact agents Usage goals head waiter # + 30 % returning guests
128. The hospital
129. ✘ Desired impacts Impact agents Usage goals
130. ✘ More sterile operations Less noise (alarms) Desired impacts Impact agents Usage goals
131. ✘ More sterile operations Less noise (alarms) Desired impacts Impact agents Usage goals operating team
132. ✘ More sterile operations Less noise (alarms) nurse fetching Desired impacts Impact agents Usage goals operating team
133. ✘ More sterile operations Less noise (alarms) nurse fetching everyone Desired impacts Impact agents Usage goals operating team
134. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team
135. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team don’t want to run several rounds
136. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team don’t want to run several rounds reduce alarms
137. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team don’t want to run several rounds reduce alarms # – 50 %
138. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team don’t want to run several rounds reduce alarms # – 50 % # – 20 % steps
139. ✘ More sterile operations Less noise (alarms) decrease # of door openings nurse fetching everyone Desired impacts Impact agents Usage goals operating team don’t want to run several rounds reduce alarms # – 50 % # – 20 % steps # – x dB
140. The huge opportunity
141. Singapore-based entrepreneur Yongfook
142. ”Every day, hundreds of millions of people go to work and ... Singapore-based entrepreneur Yongfook
143. ... hate the piece of shit software they have to use to per- .....form their jobs.” Singapore-based entrepreneur Yongfook
144. Scandinavian design
146. PH LAMP Designer: Poul Henningsen
149. C.W. Svensson, his son Eskil, Ali the horse Hälsingegatan 12, Stockholm 1924.
151. PERNILLA CHAIR Designer: Bruno Mathsson Year: 1945
152. Peter Guthrie / Wikimedia Commons
153. X-FRAME GLASS TOP TABLE Designer: Tapio Wirkkala Year: 1958
154. Democracy, minimalism and functionality.
155. PANTON CHAIR Designer: Verner Panton Year: 1960 Erling Mandelmann / photo©ErlingMandelmann.ch / CC-BY-SA-3.0
156. PANTON CHAIR Designer: Verner Panton Year: 1960 Erling Mandelmann / photo©ErlingMandelmann.ch / CC-BY-SA-3.0
157. BLUE FIRE Designer: Hertha Bengtsson Year: 1951
158. BLÅ ELD Designer: Hertha Bengtsson Year: 1960
159. TULIP CHAIR Designer: Eero Saarinen Year: 1956
164. Democracy, minimalism and functionality.
165. We could become world leaders in digital design
166. swedish design Peter Guthrie / Flickr
167. design swedish functionalism debeer.jonathan / Flickr
168. design functionalism swedish ergonomics
169. design functionalism ergonomics swedish it
170. We could become world leaders in digital design
171. One more from the Work Environment Act
172. The work environment shall be satisfactory in view of the social and technological developments in society. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
173. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years
174. Demand ”consumer- grade usability”
175. Are
176. You
177. With
178. Me?
179. in Swedish Book in Norwegian
180. Margaret Gould Stewart, Facebook Jeff Veen, Adaptive Path Susan Weinschenk, The Brain Lady Al Gore Nobel Prize Winner April 14-16
181. Thanks! Bild: Pelle Sten
182. Thanks! Mail: jonas.soderstrom@inuse.se Site: inuse.se stupidsystem.net javlaskitsystem.se Speakerdeck: Jonas Söderström Bild: Pelle Sten