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Full of Wholes 6 May 2015 Ryan Rumsey @ryanrumsey #MoTEvent2015

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Hello. I’m Ryan.

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Innovation Norman,(D.(A.,(&(Verganti,(R.((2014).(Incremental(and(radical(innovation:(Design(research(versus(technology(and(meaning(change.(Design(Issues,(30(1),(78F96.

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Innovation Incremental Radical Improvements within a given frame of solutions (i.e., “doing better what we already do”) A change of frame (i.e., “doing what we did not do before”) Norman,(D.(A.,(&(Verganti,(R.((2014).(Incremental(and(radical(innovation:(Design(research(versus(technology(and(meaning(change.(Design(Issues,(30(1),(78F96.

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Innovation Incremental Radical Improvements within a given frame of solutions (i.e., “doing better what we already do”) A change of frame (i.e., “doing what we did not do before”) NOVEL UNIQUE ADOPTED Norman,(D.(A.,(&(Verganti,(R.((2014).(Incremental(and(radical(innovation:(Design(research(versus(technology(and(meaning(change.(Design(Issues,(30(1),(78F96.

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Innovation Incremental Radical Improvements within a given frame of solutions (i.e., “doing better what we already do”) A change of frame (i.e., “doing what we did not do before”) NOVEL UNIQUE ADOPTED Norman,(D.(A.,(&(Verganti,(R.((2014).(Incremental(and(radical(innovation:(Design(research(versus(technology(and(meaning(change.(Design(Issues,(30(1),(78F96.

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Hi.$I’m$Mary.

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Hi.$I’m$Mary. Inherent expertise

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Knowledge Management Learning Management Workforce Management Performance Management Travel Management Facilities Management Support Customer Relationship Management Resource Management Career Development

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Knowledge Management Learning Management Workforce Management Performance Management Travel Management Facilities Management Support Customer Relationship Management Resource Management Career Development

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Knowledge Management Learning Management Workforce Management Performance Management Travel Management Facilities Management Support Customer Relationship Management Resource Management Career Development World of systems

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Accidental complexity

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Design whole experiences

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EMPATHY

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DESIGN THINKING PROBLEM SOLVING DRIVEN BY EMPATHY, BRAINSTORMING, & FAST-FAIL PROTOTYPING

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Provide the world's best service for the world's best games.

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47%

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Actionable research Define success for users & EA by gaining empathy

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Unified Desktop UD: -DRAFT- Phone Advisor POWER METER SUPPORT LEVEL 90 CURRENCY 5,566 Tier 1 A POINTS 25,003 Knowledge Available 00:00 HERO BOOM! Power up! Battlefield 3 Back Solved Best Match KBASE: FAQ / BATTLEFIELD 3 Battlefield 3 Beta FAQ The open beta starts September 29. Those that have pre-ordered the game through Origin... + 65 Q&A: QUESTION / BATTLEFIELD 3 Battlefield 3 Beta FAQ The open beta starts September 29. Those that have pre-ordered the game through Origin... + 65 Q&A: ANSWERED / BATTLEFIELD 3 Battlefield 3 Beta FAQ The open beta starts September 29. Those that have pre-ordered the game through Origin... + 65 Q&A: ANSWERED / BATTLEFIELD 3 Battlefield 3 Beta FAQ The open beta starts September 29. Those that have pre-ordered the game through Origin... + 65 Q&A: QUESTION / BATTLEFIELD 3 Battlefield 3 Beta FAQ The open beta starts September 29. Those that have pre-ordered the game through Origin... + 65 Q&A: QUESTION / BATTLEFIELD 3 Battlefield 3 Beta FAQ Nulla quas ipsum earum corporis voluptatem incidunt facilis tenetur eos. cumque omnis dolorem rerum et sapiente in repudiandae sed ducimus e fugiat nam architecto rerum. ipsam labore ducimus tempore voluptas qu harum cumque quo laudantium sunt praesentium nisi optio. facilis ea be ad. iusto quidem nulla veniam cum. repellendus laborum quidem eius. accusantium laudantium laboriosam debitis tempore eligendi tempore illu repudiandae aut COMMENTS KBASE: FAQ / BATTLEFIELD 3 BATTLEFIELD 3 BETA FAQ BATTLEFIELD 3 | FAQ | BETA AUTHOR: PETE JONES CONTRIBUTORS: MARY HOWARD, TIM RILEY RELATED ARTICLES: 12342, 23423423, 234234, 234234, 234234 RELATED CASES: 12342, 23423423, 234234, 234234, 234234 43 2 COMM by Moltman on Sat Dec 30, 2012 68 Origin ID Customer Sally Royal sallysgotguns City Austin State TX Address 1234 Main St. Email [email protected] Phone DOB 10 15 1970 / / 512 555-5555 Influencer Case ID 123456 - Incoming Call Product & Confirguation Issue Yes No Technical Case Affected Product Additional Notes Additional Notes Rapid concept creation The meaning of user workflows

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The big pitch To drive efficiency through surprise & delight

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Designed to grow Continued contact with our users

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88%

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Adoption

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Apathy

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Thank you