PG 1PG 1

Opportunities and Challenges of the industry/workplace in transition

Service Design, Geospatial awareness and the Consultant’s

view:

August 2015

PG 2PG 2Who are we? RMIT Design for Impact

Rita ArrigoPrincipal ConsultantSMS Management & Technology

Johnathan GardnerConsultantSMS Management & Technology

PG 3PG 3

Service Design and Digital Transformation

Supermarket of the Future, but did not know anything about me

PG 4PG 4

Those who fail to adapt to change

Those who adoptthe technology

Those who (re)build their

business around the change

Technologies haveThis hashappened before

changed the market context

1960’s, 70’s 1970’s, 80’s 1990’s 2010’s

Web, SOAClient Server IoT, APIsMainframe

PG 5PG 5

Business Drivers

Store PoS

Partner integratio

n

Tablets

Gaming consoles

Connected fitting rooms

Smart sensors

IoT

Smart phone

s

Connected cars

Web

KiosksDigit

al asse

ts

API

APIAP

I API

Micro MomentsThat hookForm habitsDrive conversion

7

Triggers Actions

RewardsInvestments

This habit has delivered

8

• 70 Million Users after being launched for just one year

• 84% active for women

• 50% active for men

• 5 Million pins per day

• 88% of pins via mobile

Individual Predictions is the goal

9

7:00 AM

9:00 AM

10:00 PM

7:00 PM

9:00 PM

12:00 PM

Identify common interactions and influences

10

Apply Machine Learning to Predict Individual Intent

11

Big DataMachine Learning 7:00 AM

9:00 AM

10:00 PM

Now customers are hooked !

12

Triggers Actions

RewardsInvestments

Apps that Pinterest Shares Data

PG 14PG 14

Designing Data Driven Interfaces- The Dawn of Thick Data that uncovers the meaning behind Big Data visualization and analysis.

Big Data reveals insights with a particular range of data points, while Thick Data reveals the social context of and connections between data points. Big Data delivers numbers; thick data delivers stories. Big data relies on machine learning; thick data relies on human learning

PG 15

The Fluid User Interface - The Genesis

SMS worked with a large Telco to deliver a next generation approach to improve customer service and enhance agent response for a 20,000 user agent contact centre across India, Indonesia and Australia. Using Design Thinking, and immersive observation of the current contact centre, a new User Experience Concept was developed to dramatically improve the performance of the agent. Users were identified into key persona’s. The existing system was unstable with users needing to open over 100 different applications, notes being taken in Notepad and high difficulty in training agents.

PG 16

The new Fluid Interface

PG 17

Flexible Canvas – Smart Canvas

PG 18

The Proposed Architecture Layers

Days

Years

Consumer Layer

API Management by APIGEE

System of Record

Consumption LayerMobile Experiences

Systems of Engagement

Operational & Intelligence ERP Product CatalogsCRM Data LakeData

Warehouse

Smart Canvas Analytics for Predictive Behaviors

Self Service Field Force and Retails Contact Centres

PG 19PG 19

Taking it to Geospatial

G20 SUMMIT

PG 20PG 20

G20 was the biggest operation in 150 year history of QPS

G20 SUMMIT

How big?

5300 delegates

2000 media

6400 police

2 years of planning

PG 21PG 21

Challenge

G20 SUMMIT

• Self-service & intuitive product• Real-time view operational assets• Temporal planning tool• Incident management platform• Access open source layers• Secure, integrated environment

• Commercially available off-the-shelf, with minimal customisation…

PG 22PG 22

Atlas for G20was born

G20 SUMMIT

PG 23PG 23

High Level Solution Design

G20 SUMMIT

ATLAS – Advanced Tactical Location and Analysis System

PG 24PG 24

Realtime GIS

G20 SUMMIT

• 3500 Radios• 7500+ location reports a min• 500+ Layers

• What about Social Media?

PG 25PG 25

Realtime GIS

G20 SUMMIT

TM

0845hrs0856hrs

TM

PG 26PG 26

Historical View

G20 SUMMIT

What did Barack Obama do from 6am to 3pm on 15 November 2014?

PG 27PG 27

Planning OperationsG20 SUMMIT

TMTM

PG 28PG 28

The Result

PG 29PG 29

6400

G20 SUMMIT

Resource Locations Brisbane CBDSaturday, 15 November 2014

PG 30PG 30

6400

Crowd Management Brisbane CBDSaturday, 15 November 2014

G20 SUMMIT

PG 31PG 31

Social Media Situational Awareness

PG 32PG 32

Questions?

G20 SUMMIT