Wholes to fill; Break Conference 2014

In his Break Conference 2014 presentation, Ryan Rumsey discusses the key factors for successful innovation of digital products inside the complex world of Enterprise Software.

Transcript

1. Wholes to fill @ryanrumsey ryanrumsey.com
2. Hello. I’m Ryan.
9. ENTERPRISE SOFTWARE!
10. Cost centers
11. Efficiency and effectiveness
12. What is our common agenda?
17. Inherent Expertise
18. Workforce Management Knowledge Management Learning Management Resource Management Facilities Management Customer Relationship Management Travel Management Career Development Performance Management Support
19. Inherent Expertise
20. Inherent Expertise
21. Inherent Expertise
22. Inherent Expertise Accidental Complexity
23. Individual Performance Management Workforce Management Learning Management IT Real-time feedback Action plan Share results Chat Success < 1 second Real-time processing
24. Relationships
25. Scalability Stability Risk management
26. Social interaction Knowledge cultivation Problem solving
28. Integrity
29. Scalability Stability Risk management Social interaction Knowledge cultivation Problem solving
31. How can design help?
32. Adoption
33. Adoption Empathy
34. Innovation
35. Competitive advantage
36. What about that drive to Munich?
37. *Mike Langman, rspb-images.com
38. ELECTRONIC ARTS An expert advisor in your game
39. OMEGA
40. Provide the world's best service for the world's best games.
41. 47%
42. Actionable research Define success for users & EA
47. Unified Desktop -DRAFT- 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 sallyroyal@gmail.com 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 Efficiency & effectiveness The meaning of user workflows
48. The concept To surprise & delight
49. Actionable inputs
50. nified Desktop dvisor/Expert Process Flow Login Select Role Select AUX Status Available? NO YES Incoming Contact Customer Info Available? NO YES Search for Customer Customer Found? NO YES Eligible for support? YES NO Support Denied Approved Support Reason? YES NO New Case? YES NO Product Platform Category Issue VOC Internal Notes Is this Email? NO Edit Case YES Dupliacte Unsupported Product? NO YES YES NO Create New TKB Article Case Resolved Search Knowledge Resolution Found? YES NO Are you an Expert? YES Relate to similar unresolved cases NO Select Channel Escalate Reason YES NO Known Resolution? Does the article exist? Link to Case Mark as unresolved
52. Designed to grow Understanding user motivations
53. 85%
54. Collective behavior for collective impact
55. Thank you @ryanrumsey ryanrumsey.com