Technology Key Opinion Leaders KOL Huawei MWC2017

What is a Key Opinion Leader?

The concept of KOL’s has been around in the pharmaceutical industry for a while and Elihu Katz in answers the question, “Who is an opinion leader?” One or more of these factors make noteworthy opinion leaders:

  • expression of values
  • professional competence
  • nature of their social network

Opinion leaders are individuals who obtain more media coverage than others and are especially educated on a certain issue. In the jargon of public relations, they are called thought leaders.

Social Media Key Opinion Leaders

So who are these people that can have such impact? I have peoples Twitter names below, the person responsible is @FacingChina for this program @HuaweiTechnologies.

@invinciblesaad (Pakistan), @mrbrown (Singapore), @shaanhaider (Middle East), @craigbrownphd (USA), @shapshak (South Africa), @gbengasesan (Nigeria), @userexperienceu (UK – me), @grattonboy (UK), @grattongirl (UK), @mrthaibox123 (UK), @profkevincurran (UK) @marshacollier (USA) @petershankman (USA) @glengilmore (USA) @scobleizer (USA), @alexpuig (Spain), @cscolari (Spain), @edans (Spain), @tomfgoodwin (UK), @charleneli (USA), @FarrukhNaeem (Middle East) if I’ve missed you off just message me

Being invited to be a Key Opinion Leader

When I was first contacted about attending the Mobile World Congress #MWC17 in Barcelona as a Key Opinion Leader #HuaweiMWC17, I was dubious. I’d never heard of the concept before and I just used social media as a route to test ideas and share information. Going back to my first blogging days I blogged because I had been offered a book deal and I did not want to entomb information in a book but rather wanted it to be freely available. I asked a bit more about it and did a huge amount of research to try and understand the concept.

The idea is quite enlightened, no one (as far as I know) is paid anything by Huawei, it’s a structured but flexible activity with amazing access to insider information including product launches, press briefings and private events. And for that access we are asked just to share what we think is relevant to our audiences. If we want to challenge anything they would like recourse and a chance to inform before we publish, you might say the experience is like being journalists with the same verification processes. Or perhaps

Key opinion leaders are a form of disruptive journalism a move from mass media to targeted media

About the Experience

There can be a pervasive and quite western sense of having arrived when being courted for a thing like being a KOL for the first time, recognition at last! But I find that gifts can be quite fragile, even if your opinion has got you the invite;

humility and flexibility is more valued, in fact it all comes down to attitude

What I found on arrival was a bunch of good hearted but highly focused people. After all, we are all communication people, we all consume huge amounts of complex information and most of us convert it into 140 characters for others to easily consume.

huawei mwc17 KOL

In the picture left to right from the back: @gbengasesan @craigbrownphd @invinciblesaad @userexperienceu me @FarrukhNaeem @shaanhaider (always in motion!) and @mrbrown

That is not to say that these are all Twitter folks, in fact the list includes blogs, Instagram, Facebook, YouTube, LinkedIn, Google+, Periscope and others. There were defiantly super stars present but in fact they were helpful and joyful people not divas in the slightest just really, really good at sharing opinions that resonate. In a world so focused on fame meeting people who are simply great at what they do and have a whole load of fun while doing it is breath of fresh air. Thanks to you all, it was exhausting but also fun.

What I Learned about @HuaweiTechnologies

From my perspective I’m not interested in technology of itself;

I’m interested in what technology can do to augment human existence

So I come at Huawei as an enabler of new dimensions in humanity, it is hardware to a small extent but its actually considerably more, it’s mental model and beyond.

Huawei has been blocked in several markets for economic, cultural and political reasons but they have not accepted this situation instead they have challenged themselves to think in an extensible way, to build infrastructure for services that don’t exist yet, but will fundamentally change the lives of humans. Clouds of CLOUD is fantastical, CloudMetro with open API access in its core it may be intended to enable package creation by Telcos but any decent enterprise architect will see it’s the critical access point for real-time, true ubiquity.

huawei mwc17 clouds to cloud

What most amazes me is just how reserved and understated Huawei has been about the advances it has made, it may be cultural, I know in Northern Europe its seen as crass and rude to say how good you are at something. From what I can see

Huawei has cracked the network side of Smart Living and true ubiquity

with #5G in 2020 humanity will be able to advance more dramatically by 2030 than it did in the last 100 years. Hold on to your seats, this ride will be wild.

About Karl Smith

Karl Smith is an inventor of open network IoT3 UbiNET which he has patented in the USA and a holistic transformation consultant more involved with how humans have to deal with technology than the technology itself.

A former Global Head of Mobility User Experience at Accenture and Partner, Global Head of Digital Design at Wipro Digital, current Chairman of the Human Centered Design Society and has relaunched or launched Design as a USP in six global enterprises.

He has always been fascinated by how technology can augment the lives of humans;

my desire was not to build things that humans already do but to find out how technology could evolve our human experience

He is still looking for the Gene Roddenberry future today where humanity pulls together and projects all of us the the next stage of evolution. Ubiquity or the IoT is a gateway point to that evolution so is highly engaged.

He has been involved in Human Centered Design his entire career from designing operating models, services, products to websites and mobile applications always reverting to the intended users to avoid waste.

At heart I’m an inquisitive person, unashamed of failure provided I learn and by learning continue to find unexpected solutions and delightful experiences for clients and users

Social Media Connections

Commercial Connections

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#SmartLiving or as we might live with #artificial #intelligence and an open #IoT in a #new #reality

I tend to think of myself as a futurist, I immediately see the possibilities of technologies as part of a much larger ecosystem than the one it is intended for.

I look for ways to test and assess “How we might Live” with the technology and how it will adapt our lives, our cultures and move humanity onwards to greater things.

Digital Living

In our modern societies we have relieved ourselves of the burdens of the industrial age and are in the process of doing the same to the digital age. We had digitized the same old processes, making them easier to do, involving less time so we could use that time on other things, but we had not thought to remove them. That is the next stage in human and machine evolution, removing pointless interactions and processes.

“we used to wait until the washing machine broke down, to arrange a service engineer, then we took out a service contract so they would call us, with our IoT machine, it calls the engineer, or shop and they just charge our account when we get the service or comestibles we need to do our washing, but we still need to check we have not been over charged”

We Keep Moving Forward

Modern convince has only changed the stress points in our lives, from analog, to digital and from servant, to master and onward to accountant. However the wider ecosystem changes that are coming, may mean that washing clothes becomes a meaningless process as well. We need to be aware when we build dead end processes and be prepared to throw them away with their subsystems when they become redundant.

Smart Living

There is much talk about digital ecosystems and benefits of IoT and artificial intelligence, but little about the living experience it will create, the social and political upheavals it will cause except in the extreme destruction of humanity and machines as overlords aspect.

However our societies are balanced on several key behaviours that can be changed or in fact removed in a Smart Living scenario.

Smart Living – Wealth

Establishing a means to gain wealth is a clear goal in human existence, regardless if that wealth is the ability to purchase or to be healthy, wealth is essential. Our current society enables wealth acquisition through speculation, work, connections or product distribution, new types of wealth are also on the horizon (which I will cover in another post).

The wide distribution of blockchain technologies afford the ability to remove several of key aspects of speculation. Speculation works through special knowledge, insights of availability, location, size and a choice to sell or buy. However with blockchain only the choice to sell or buy is an unknown factor, everything else is visible. Not only will blockchain reduce and remove hidden wealth it could destroy its value, as moving and reselling by taking advantage of another persons lack of knowledge will no longer be possible.

Bitcoin with Blockchain Smart Wealth Transparency rather than Secrecy
Bitcoin with Blockchain, Smart Wealth, Transparency rather than Secrecy

You might say that the new dynamic of wealth will be Transparency rather than Secrecy. In fact accessing a transparent wealth system from non attributable assets will not be possible as they will be consider tainted or fake, hence they lose their value.

Smart Living – Work

In a smart world do we work? Ideas are still needed but committees about ideas are not, if like the idea we can test buy, by printing it at home. Since it’s creativity and inspiration to be creative that we crave knowledge and creations become the central focus of work, teamwork does not require physical co-location only a communication method. With Smart working, textures, smells, colours. sounds, people can all be delivered virtually. This would mean no more offices, centralised property in a city would no longer be a focus and would cease to have value.

People with ideas that other want is Smart Living Wealth
People with ideas that other want is Smart Living Wealth

The nature of world will revert to a more feudal barter system where our services are available as a group (forum or company) or as in individual.

Smart Living – Transport

The big question is where are we going and why? Will humans still want to visit the world or will they have the world in their home?

Travel to work flying armchair?
Travel to work flying armchair

If work is not the priority is mass transportation a need. If shops are virtual again the question is where are we going and why?

Smart Living – Home

We are looking at a revolution in the the focus on human lives and the home is the major battle ground for Smart Living. As the workplace was for Digital Living a way to create better control and work during previous down times, the home will become a place to enjoy, between working moments.

Sub-cultures

And what happens to everyone else who can’t transition between Digital Living into Smart Living, because of the loss of freedoms, due to not having the skills to function in Smart Living or just not being invited?

The will be and has always been other cultures co-existing the problem even with Digital Living is the marketing makes it desirable to people who can’t by skill or education or work have it. Their addition to society is not respected or valued. The odd thing about Smart Living is that it makes people with manual skills the same value as creative people, because they do things rather than move things around.

You might say that “Smart Living is the end of Management” in all its structures as devices become self managed and humans no longer need it.

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#Dependant on #dumb #data and is making #bad #choices? #Douglas #Adams

Data, Big Data, Artificial Intelligence

Clients don’t understand their customers, they just think they do!

It’s not for the lack of trying or spending millions on developing and building huge data systems, the problems are many but can be traced back to one simple thing;

“Data only describes part of the what is happening and almost nothing of the why, let alone what should be done to change the situation”

Clients have been sold that data gives them the answers and that big data will close the loop for them to understand the upstream and downstream thinking of their customers, WRONG.

Douglas Adams noticed the real problem

Douglas Adam’s said  “But even Amazon has only got part of the picture. Like real world shops, they can only record the sales they actually make. What about the sales they don’t make and don’t know that they haven’t made because they haven’t made them?” Douglas Adams “The Salmon of Doubt” by Permission of Pan Macmillan. That pretty much covers the problem if you extrapolate the thinking for Data Analytics, Big Data or even Artificial Intelligence based Data and Decision systems.

“Data is binary a yes or no (even complex views), it does not capture motivation, intention, desire, cognition, distraction or any other human reasoning or pattern”

child pretending to be robot data prentending to be truth
child pretending to be robot data prentending to be truth

A child pretending to be a robot just as data pretends to be the truth, he is a kind of robot and data is a kind of truth

A pure Data approach to understanding customers will provide the wrong data because data is an absolute and people are not. Even with Artificial Intelligence it only works from the starting point you give it, if any of the perimeters are wrong the whole data sample is wrong.

Guide to understanding Customers

  • Data, Big Data, Artificial Intelligence – Tells you what
  • People in target demographic – Tell you why

People in target demographic

User research answers the question Why have we not made the Sale? through the only people equipped to answer the question, consumers. This is not market research, its scientific without a predetermined agenda or outcome. User Research is a problem solving method that offers solutions by finding the right questions, finding the right people and asking the questions in a way that does not lead or direct the answers.

There are right questions and people to ask?

This may sound a little Adamsesque (if you ask the answer to Life, the Universe and Everything you get 42, because it the wrong question). Getting the questions or setup wrong is the real problem with an Analytics approach to a Diagnostic process. While it may be reasonably expected by a seller to directly ask, why didn’t a visitor become a buyer or register. Visitors may be asking themselves where am I? what does this do? this does not make sense, should that be happening? technology, why do I bother? Why has my screen gone pink? None of these “in mind” experiences are expressed in the data or even a consideration for the data schema design.

A visitors experience is not only defined by the online environment but they bring past experiences, desires and doubts about their current experience. Without these insights from research, it is difficult for clients to grasp potential problems, gain a good return upon their investment (ROI), innovate to fit the market and consumer needs or break into a new market sector.

Reasons that Data is Trusted and People are Not

It appears to come down to scale and a short sighted approach to costs. Buying an Analytics Solution appears to tick all the boxes, even if in reality it does not. While using Research Companies or in-house Research Teams seems expensive in comparison.

“The real trick is to understand you need both, you always did”

retro robot toys, not what you expect when you say robot today
retro robot toys, not what you expect when you say robot today

When I first started using Web Position Gold (the analytics tool), bought by Webtrends long before Google Analytics existed or the current proliferation of products promising the impossible, we used it to spot trouble only. We would then do some user testing in the area, working out possible failure scenarios, from there we would suggest two or three solutions and build them for A/B testing to see what worked and what did not. Everything was monitored and all the data from both analytics and user testing was collated into one final solution. Sometimes there was a single resolution, a re-architecting of a section, in one project I kept 16 pathways active because they all delivered transactions for different types of customers.

The thing is just as there is no absolute way to find out the problem, resolution or adaptive innovation except byDiagnostics a digital and human activity.

Diagnostics

[Data+Human+Solution+Testing=Resolution]

+

[Feedback+Data+Human=Adaptive Innovation]

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#Cognition #Clash in the #IoT #SXSW

Thank you to everyone who attended our (Karl Smith and Thom Heslop) talk at SXSW, it’s the start of a long road into a really complex and contextual problem. But being silent in the crowd as the King walks by with no clothes on is not an option, peoples lives, futures and prosperity is at risk, not to mention the risk of multi-trillion dollar lawsuits that can follow by knowingly distracting people who are engaged in critical tasks.

Cognition Clash in the IoT at SXSW16
Cognition Clash in the IoT at SXSW16

The IoT – Internet of Things (Ubiquity) is the next great opportunity for commerce to engage with business enterprises and customers. However, there is no unified approach to the mental load between physical interaction, mental interaction and digital interaction. This cognitive landscape is inhabited by associated experiences that gel human behaviour and machine interfaces through, touch, mouse and keyboard. The usage of sight, voice and thought create new complexities and risks which have until recently been the subject of defence technologies (battlefield and strategic), where clear outcomes and prescribed mental models exist.

IoT clash girl dies
IoT clash girl dies

The diversification of these touch points and multi-point human logic models clash and derail human thinking patterns.

We are looking for people and their knowledge to help create an Ubiquity Open Standard. We are doing this because no one else has noticed this fundamental error in thinking, the hoping that product based companies will work together in creating common standards that are driven by an understanding of human thinking capabilities, cognitive models, relational thinking and machine interactions is unlikely.

While product manufactures continue with supremacy attitude to other ecosystem products and services,

“the human voice and our needs and desires are subjugated to simply another component”

albeit the one that is constantly paying for everything without any input on how it works.

Some Foundations (the rest will go in a technical paper)

Distributed Cognition studies the ways that memories, facts, or knowledge is embedded in the objects, individuals, and tools in our environment. According to Zhang & Norman (1994), the distributed cognition approach has three key components: Embodiment of information that is embedded in representations of interaction Coordination of enaction among embodied agents. Ecological contributions to a cognitive ecosystem.

In Embodied Interaction Dourish -everyday human interaction is embodied; non-rationalising, intersubjective and bodily active.  User, not designers, create and communicate meaning and manage coupling. Not just concerned with what people do, but also with what they mean by what they do and how that is meaningful to them. It reflects the sets of meanings that can be ascribed to objects and actions over those objects as part of a larger task or enterprise

Cognition the key to the mind, how people understand what they can do is by comparison a Diagnostic Methodology (goals, adaptations, conventions) with what they already know by accessing the Active Narrative patterns they have created in their own minds according to Smith (2005).

Cognition Patterns Cognition Clash in the IoT different people think differently
Cognition Patterns Cognition Clash in the IoT different people think differently

Cognition Groups create a communication paradigm, they carry intention, meaning, risks and benefits.

  • Some Cognition patterns are common, shopping basket etc.
  • Some Cognition Patterns are social by Family, Sports Team etc.
  • Some Cognition Patterns change without notice

Guided Interaction, existing websites offer guided interaction – simplified cognitive pattern encapsulating a plethora of interacting technology and data systems: Shopping Basket – This representation allows for distributed cognition > appropriation > cognitive pattern forming understand– once a user has used a shopping basket they will understand how to use them and generalize: transferable cognitive pattern

Some of the issues with the IoT

  • There is no standard of interactivity for humans in the IoT – not a problem if passive background machine-to-machine. A very big problem if actively interacting with humans, who are all different and can create their own meanings for example LOL.
  • How does a user form any cognitive patterns from an invisible system?
  • IoT combines known patterns as hidden machine-to-machine communications that can create mistrust and security fears
  • Detailed component view we have constructed around daily interactions is no longer valid

Some of our initial research

IoT Design Principals

  • What is device / service for?
  • Where will it be situated?
  • When will it be triggered?
  • What other devices will it be interacting with?
  • Where can it clash?
  • Security? – * Lack of security – Shodan
  • Design Principal: “Do No Harm

IoT Design Risks

Context is critical

  • Situational interaction problems for consideration

The following barriers reduce our ability to understand the situation

  • Perception based on faulty information processing
  • Excessive motivation – over motivated to the exclusion of context
  • Complacency
  • Overload
  • Fatigue
  • Poor communications

A possible solution

  • Avatar (can be visual, sound, texture, smell, taste or a combination) – smart use of Artificial intelligence (AI), where the users cognitive interface is patterned on their unique cognition pattern through a learning algorithm
  • This avatar should be directional and instructional like digital signage
  • This avatar should respond to the users behavioural interaction and should fall away gracefully as users behaviour becomes more ‘expert* In effect it should be a learning system – learns from the users rather than based on static rules
  • For example the AI that George Hotz has built into his self driving car while not the answer points to the kind of thinking required to find the answer, don’t tell the machine to watch and learn from a human and then carry out your task (from 3.33 to 5.04) “the point is to drive naturally like a human, not some engineer’s idea of safety“. For anyone who then thinks this is the final solution, please let us know why you think driving a car is like cooking dinner or navigating the street?

The Full SXSW Talk is on YouTube

Connect to the speakers on LinkedIn here Karl Smith and Thom Heslop

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#Customer #desire leads #disruptive #innovation

A great deal of effort is being spent on customer experience and user experience that misses the point, experience is about desire, not process or fulfilment.

Desire drives behaviour

Thomas Hobbes (1588–1679) proposed the concept of psychological hedonism, which asserts that the “fundamental motivation of all human action is the desire for pleasure”. Georg Wilhelm Friedrich Hegel (1588–1679) claimed that “self-consciousness is desire.” Psychologists often describe desires as different from emotions as they are mechanical and a response to chemical imbalance or lack, such as the stomach which needs food, the body needs oxygen, as opposed to, emotions that arise from a person’s mental state. There is a huge study in this area but that not the focus here, if we can agree that desire is a key driver in behaviour how is customer experience and user experience meeting this central requirement? The image above is one key to desire but not the only one.

Reactive behaviour

In accepting the above we open the digital realm to a fundamental understanding that changes the paradigm from understood and herded users into a much wilder and complex behavioural model that explains why user experience and customer consultancy is not scaleable or easily globalised.

Desire affects the digital business paradigm

The constant attrition and expense of the current digital model is hugely frustrating for business, if they buy plant equipment there is a defined cost, depreciation, training model and risk factors, in digital much of what they are sold is hopeful. Key performance indicators are fudged and often refined later (as unattainable) however if desire is considered the starting point and an opportunity this disruptor can change the outcome and all the project outputs.

Understanding desire for disruptive innovation

Many of the current bunch of disruptive innovations are technology lead, where people have attributed their desires to the capabilities and experiences provided. This works with cutting edge or refocused technologies, how does it work with travel, banking, food shopping? Engaging customers in desire based research with a sub focus on a concept like banking as a counterpoint enables the target audience to create the disruption rather than be disaffected they become the leaders of product revolutions.

Delivering disruptive innovation in a consultancy

UCD Innovation Process Invested by Karl Smith in 2001, updated in 2003, 2008 Copyright 2001 Karl Smith
UCD Innovation Process Invested by Karl Smith in 2001, updated in 2003, 2008 Copyright 2001 Karl Smith

The exact method of delivering disruptive innovation is proprietary to Karl Smith.

 

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Can real #UX be done in a #global #consultancy?

As with Agile, UX has suffered fools having a go and failing.

Focusing on titles, roles, activities or outputs misses the essential process that has not been applied by qualified, able and intelligent people who are able to deliver. No amount of talking about wireframes without understanding that anyone can produce a wireframe, just like anyone can produce a presentation can reduce the risk of confusing a delivery mechanism with the deliverable itself.

“Wireframes are not the deliverable in UX”

The deliverables of UX are the user research, business research, domain research, usability, accessibility, site architecture, enterprise architecture, data architecture, control language, logic model, engagement model, commerce model  that are communicated in wireframes and functional specifications. This is the story of industrialisation vs. quality. The battle is as old as time big companies want to commoditise services, but some services just don’t fit that model.

“UX is client (audience) specific not consultancy specific so cannot be industrialised”

So while client companies appear similar they are not and their UX cannot be packaged and mass re-sold to other companies. If the ethos of the big consultancies cannot work with UX, what can?

The only thing that can make UX work at enterprise level is a change of ethos driven by “clients not willing to accept the same results” as before.

“As with all business real UX demand will create real UX supply.

The recent changes in the service market where small agencies work on huge corporate accounts, is a clear indication that clients want customer/user experience strategy, customer/user focused projects and high quality visual design as part of all their projects. Companies are committing to engaging, usable and effectual experiences for their staff, partners and customers. And global consultancies are on catch up.

The key thing must be can global consultancies deliver actual UX?

More and more are being found out for pushing graphic designers on to client’s as UX people but they just can’t deliver the ROI required.

More importantly than the deliverables what will the global UX leadership be?

Leadership in UX is critical as it sets the agenda for service offerings, promotion and recruitment. And because there are so many people taking UX who clearly don’t have a clue, what happens if one of these people gains control of UX in an enterprise? My experience of fixing companies after such things is every talented person leaves, just like they do in a buy out. The only recovery point is to get rid of “the director” and start again.

The question to all global consultancies must be,

“how many times can you start your UX offering again, before you lose the confidence of clients”

very few I suspect.

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Microsoft is the new Apple

Win8 is a game changer, but why the new strategy?

Any knowledgeable IT and digital stratagist who understands the technology will tell you that Win8 is a game changer, but what is more significant is the way Microsoft is acting, they are thinking the way Apple used to, while Apple has moved to a 1970-80’s Microsoft!

Screen view of Windows 8
Windows 8 screen shot

Win8 is a cultural change as much as anything else, the user is not driven to the desktop or forced into an office the devices and Win8 travel with them. I recognise that Apple users (I have both, I’m platform agnostic) will just see this as Microsoft catching up, but the key thing is business. Business IT users already trust Microsoft, think Microsoft and pretty much won’t let Apple devices on their networks. By making a multi device, touch screen software offering, Microsoft secure their market and as a defacto standard for OEM software on new devices they can start pushing Apple out of their markets.

Microsoft Win8 is enterprise focused, it’s been designed for home, mobile, office and enterprise specifically in mind a truly holistic attitude to servicing user needs.

So what next?

Microsoft metro apps market of course.

By the way I’m looking for a Metro developer for my app’s contact me on Linkedin

 

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