Karl A L Smith’s Biography
Karl Smith works globally with directors, stakeholders and customers of multinational enterprises across all verticals and technology stacks whose focus is on new concepts and capabilities that drive customer engagement, interaction and retention.
Karl is dedicated to finding solutions to everyday human problems and would not describe himself as a technologist. He has invented several research methodologies now in common use including Ethnographics as a short form version of Ethnography but for contextual usability. He has also invented Artificial Intelligence and Twin Blockchain technologies for the UbiNET Platform a ubiquitous platform and system to deliver Smart Living, for humanity Karl is a consultant working though Agile World Inc. since 1989 that is focused on augmentation of existing companies or helping startups mature, he is also a specialist consultant to financial institutions, venture capital and private equity funds in the United Kingdom and is one of the four founders of Wipro Digital.
He started out with a degree in design, post graduate in design education and in 2006 completed a master’s in computer science to validate his existing highly technical (but self taught) enterprise technology knowledge and experience. Starting in Usability in 1998 the diagnostic aspect of what was later called UX he has a wide knowledge of design techniques and methodologies including service design, design thinking, UX, CX, product design (physical, digital and services), target operating model design, organisational design, design strategy etc.
He is considered one of the founders of UX as someone who made the early move from Usability (diagnostics) to UX (researching and defining solutions), UX Strategy (for ecosystems) now called Service Design and Strategic Research (with executives) now called Design Thinking.
He has worked across all the key verticals and focused on change that involves complex non-digital and digital cultural change, high volume transaction processes, self-service systems, customer centricity and automation. He has specific experience in complex regulatory environments and has delivered compliant master strategy, customer engagements, process change, digitisation, target operating and governance models into national and global organisations.
I experiment by launching out into the shallows, if I fail there I don’t go down with my ship
He is a highly competent, personable, creative and motivated person with a keen insight and definition ability. He is a critical thinker and able to rapidly discover the essence of problems then define, communicate, create buy-in and deliver end to end digital and process solutions. He positively motivates those around him and is able to engender a great team dynamic by leading from the front. He has business experience since 1989 at comparable levels in fields including defence, industry, energy, pharmaceutical, biomedical, construction, fashion, finance, banking, FMCG, property, publishing, healthcare, travel, policing, crown office, local and central government. He has specialist banking experience with investment, private, commercial, business, trading, wealth and asset management in Europe, USA, China, Australia, Japan and Russia.
Recent organisational design roles include launching HCD Agile at scale in NatWest Bank and HSBC.
He has a wide experience in management consultancy and digital technology including business management, strategy, innovation, marketing, advertising, governance, change management, project management, definition, design and delivery. He has been honoured by the British Computer Society for his eminence in IT leadership with a Fellowship.
He mainly focuses on customer experience engagement and management in both B2B and B2C sectors.
the difference between an engaged customer and an enraged customer is their experience, which customers would you prefer to have?
He works with directors and stakeholders whose focus is increasing efficiency, transaction frequency and accuracy through the provision of knowledge driven, context focused, user-centered and responsive, future proofed (IoT, Blockchain, Artificial Intelligence), progressive interactive organisational change, innovative business processes and technology systems.
as a customer experience expert, I have no opinion, I wait and get the opinion of the customer as they are the subject matter experts and combine it with business strategy to create solutions that meet both the business and its customers expectations
He is involved in defining new business concepts, strategies, requirements, governance (ISO/IEC 38500) and solutions that support businesses and organisations involved in transforming themselves to be adaptive and future proof themselves for market disruption.
Career and Clients
Karl has worked with several companies to define for launch or redefine their service offerings, business structures or digital presence including;
- Admiral Insurance – Created the Beta Organisational Design and the Alpha Lean Portfolio Management with Communications Strategy and Lean Governance documents for the enterprise in SAFe 6.0.
- HSBC – Agile BAU, Enterprise Agile Maturity Diagnostic, Agile Audit, Developer Experience ML and AI platform Decision Point 2021 and Agile DevSecOps Strategy 2022
- The Scottish Government – Benefit System Design – 2020
- NatWest Bank – Agile Target Operating Model – ATOM – 2017 to 2019
- Wipro Digital – Launch Wipro Digital, Design Thinking, Service Design, Creative Technology Services, User Experience Strategy, Creative Design Services, M&A Designit – 2014
- Accenture – Launch of Enterprise User Experience, Digital Services Launch, M&A Fjord – 2012
- Pearson Publishing – Digital Services Restructuring – 2011
- Deutsche Bank – Self Service Paradigm Shift – 2011
- RBS – Investment Banking, Daily P&L Risk Management – 2010
- The Oxford University Press – Mobile First Digital Strategy – 2009
- Other clients include; Argos, M&S, New Look, Vertu, Diageo, Cooperative Stores, Oxfam, Edinburgh University, Bradford University, The Roundhouse Trust, Microsoft, Apple, US Bank, Chase, Experian, Unilever, Wood Mckenzie, RBS, Khol’s, JP Morgan, Lloyds Banking Group, Allied Irish Bank, Bank of China, Santander, Vodafone, Carphone Warehouse, ABN, Tesco Bank, GE Money, Deutsche Bank, Learn Direct, TFL, What Car, City Index, Etihad Holidays, ONS, NISRA, Discovery Network, Pfizer, Novartis, TJX, EE, ICI, BNFL, Rohm and Haas, Petrobras, Aramco, Shell, BP Group, BP Exploration.
Karl Smith’s motivation
That’s the pitch over, beyond the above I really love doing my job, it’s the best job in the world
making other peoples experiences good ones
beats anything else I can think of.
I have been privileged to have been mentored by several clear thinking Scottish, Irish and American business people. They have fundamentally affected my perceptions of business, people management and leadership, knowledge that I could not have gained expect through their life experiences. In addition to their skill sets I work from a bases of learning, I do not assume that I know in absolute anything (Ref: Charles Woolworth), but maintain the skill of
asking stupid questions to avoid doing stupid things
Karl Smith, 1989
a sensible approach that people who know me will recognise. Leadership is not a title it’s behaviour, someone is a leader because people follow not because they proclaim themselves but most importantly you cannot lead others if you cannot lead yourself first.
When I work with others I consider them before myself and actively work to make them look good, an unpopular activity in modern society, but it is simply the right thing to do (Ref: Andrew Carnegie). People will do what they must to survive, to excel takes an environment where credit is allocated in a balanced way. Teams are built from moment to moment, not through grand gestures but through consideration and respect.
From a social side I have twenty two years experience of voluntary youth work and actively support several charities with time and money. I am an oil painter, sculptor and silversmith with a constant flow of creative and design concepts.
Recent Projects
Marcom’s (digital marketing collateral) for Wipro Digital to sell its story within Wipro Technologies.
Founder and Thought Leader
He is directly involved in central government policy in The House of Commons and The House of Lords through a number of committees including;
- Associate Parliamentary Group for Design and Innovation
- The British Computer Society has acknowledged him for his contribution to User Experience as a discipline with a Fellowship – FBCS
Recent Interviews and Conferences
Future of the Agile Movement
December 2022
LeadersHum: https://www.youtube.com/watch?v=nVlX4IEKebI
Customer Experience in the 21st Century and Beyond
August 2022
Agile ERP Transformation & Enabling New Ways of Working
May 2022
Nestell & Associates: https://nestellassociates.com/podcast/episode-59-agile-erp-transformation/
On YouTube https://www.youtube.com/watch?v=exiPSvigThw/
The Agile Confessional – Episode 14, Karl Smith
February 2022
The Agile Confessional: https://www.podbean.com/media/share/pb-icyrc-fb45f1?
Agility in Business
December 2021
Engati: https://www.youtube.com/watch?v=vvTbsdgg4SM
Agile is for Everyone
September 2021
Agile World: https://www.youtube.com/watch?v=fPiJkOndzkM
HCM Software and “Agile” versus “Ways of Working”, with Karl Smith
April 2021
Human Capital Innovations, LLC: https://www.youtube.com/watch?v=uEarGmgn23o
Karl Smith, Polymath, Influencer, Authority UX UI, AI, IoT
November 2020
Dinis Guarda: https://www.youtube.com/watch?v=OcrEoXBYRWs
Open Network Internet of Things IoT3 UbiNET by Karl A L Smith
January 2017
UCD UK Conference: https://www.youtube.com/watch?v=khguOrxCJl8
Cognition Clash in the Internet of Things
June 2016
SXSW Interactive: https://www.youtube.com/watch?v=7M2BugCbakk
Karl Smith talks User Centered Design
February 2016
UCD UK Conferences: https://www.youtube.com/watch?v=38-7dLEEAgc
Thought Leadership
Founder of Several Organisations
Co-Founder Agile World and Agile World Broadcast Media from 2021 to Present
Founder of Agile World Inc. involved from March 2006 to Present
Founder of UbiNET Inc. involved from June 2001 to Present
Founder of UCD UK Conferences Organisation involved from Feb 2011 to Present
Research methods created by Karl Smith
Diagnostic research and review a method created in 2004 by Karl Smith
Diagnostic methods operate through a problem-solving process the forms various hypothesis from interaction. These hypotheses form a picture of the interaction which can then be diagnosed from known activities or be reviewed to discover new or modified types of activity.
Reflective review a method created in 2004 by Karl Smith
Reflective methods are based upon the concept of reviewing data from a retrospective viewing point and reflecting upon the initiators, nodes and pathways of activity.
Contextual usability method created in 2002 by Karl Smith
A usability testing and analysis method to understand website or a product by target users in their own usual environment; work, home, school with their normal distractions present.
UCD Innovation Method (2001), updated 2003, 2008 by Karl Smith. Trademarked as Innova8™ in the USA Oct 2016.
A method to create rapid user centric innovations for products, customer services and business processes.
Ethnographics a method created in 2001/2 by Karl Smith
Ethnographics is an interpretation of ethnography and an extension of Brand Recognition testing was created by Karl Smith as a digital enactment method to scope and determine group behaviours for interaction design and user experience research.
Pathway analytics a method created in 2001 by Karl Smith
Pathway analytics is a method that uses data patterns to determine active pathways through information, navigation and content and was inspired by information scent (P Pirolli).
Brand recognition testing a method created in 1999 by Karl Smith
A brand testing method carried out using a mixture of interview and ethnography studies designed around media and targeted user groups. Mobile eye tracking was added to this group of processes in 2006 to facilitate a cognitive assessment.