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#SEETHECLOUD
De toekomst draait om empathie, niet om cloudMarco Gianotten
#SEETHECLOUD
Marco Gianotten
Managing Director GIARTE
Grondlegger XLA
Cloud Storm
Volatility
VUCAUncertainty
Complexity
Ambiguity
Beauty
BE HIP
Elegance
Happiness
Purpose
Inclusion
Purpose
Mission
What business are we in?
Provides focus
Purpose
What impact do we strive for?
Mobilizes and connects
Empowering
people to stay a
step ahead in life
and in business
• Is a key ingredient for a strong, sustainable, scalable culture
• Is the narrative for sense-making in disruptive markets
• Propels people to buy into change; resisting short-term thinking
• Encompasses long-term economic value and sustainable growth
Purpose
Let’s disrupt ourselves
Old Mission Statement
We are in the business of developing
systems humans can't use
New Statement
Our purpose is to create a
meaningful user experience
How to prevent being cool…
To the business the acronym SLA often stands for
Secrets, Lies and Assumptions
It has nothing to do with the quality experienced
by the user or performance in real business-life
Up to 100Mbps?
Latency smaller than 150ms?
95% Major Incidents resolved in < 4 hours?
90% Minor Changes < 5 workdays?
E
TS© InsightDiscovery
TWhat are your relationship colors today?
Strong-willed
Competitive
Sharp
Demanding
Enthusiast
Dynamic
Expressive
Inspiring
Objective
Cautious
Analytical
Accurate
Caring
Harmoniously
Patiently
Considering
Today’s color mix
© Giarte
Focus
FlowCare
Process
What’s reality?
…I want an output-based
ecosystem, managing
performance end-to-end…
Can you be more
specific??Huh?
Above the wing
Below the wing
Flight delays due to IT
Xperience Level Agreements
Does it make sense? Can it be achieved?
Is it useful?
Business
Viability Technical
Feasibility
User
Desirability
Design Thinking
MRI experience
80% of the kids need sedation because they are scared
“Only 5% needs sedation”
With a pirate ship…
Cleanliness?
Promptness?
Location?
WAAwesome!
Satisfaction
Doing what you’re supposed to do
Experience
Doing what really matters
LEFT BRAIN RIGHT BRAIN
LEFT-BRAIN SLOGAN RIGHT-BRAIN SLOGAN
HIGH TECH HIGH TOUCH
TRADITIONAL NEW
TECH METRICS TOUCH METRICS
Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Resolution deviation
GOOD GREAT
Usability
Reliability
Functionality
Emotional Design
Intuitive Behavior Reflection
Expectations
What’s Emotional Design?
First Impression
Look and Feel
Desirability
Functionality
Performance
Usability
Self-image
Recollection
Social Sharing
Strong believes what will happen next
Emotional Mapping
Behavior
Fast
Simple
Slow
Awful
Complex
Overwhelming
Crummy
Functional
Underperforming
Intuitive
Cool
Beautiful
Ugly
Elegant
Boring
Tasteless
Attractive
Cheap
Cute
Expectations
Optimistic
Fearful
Hopeful
Indifferent
Disappointed
Confident
Whatever
Bullish
Radical
Reflection
Hip
Bitter
Awesome
Mediocre
Recommended
Hated
Lovable
Trusted
Jealous
XLA METHOD CARDS
XLA is a suite of method cards, workshops,
contextual KPIs, measure tools and analytics
digitalempathy.rocks
Watoto
Net4kids
People will forget what
you said, people will
forget what you did, but
people will never forget
how you made them feel.
Maya Angelou
1928 – 2014
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