Journeys

Narrated concept presentation

Problem

How to present a complex concept in an easy to consume manner by senior leaders and other stakeholders?

Actions

I analyzed the human centric aspects of the concept; what are the key aspects that will resonate with the users; what are the outcomes that users are trying to achieve?

I created the storyboard, script and led the production of a 2 minute video that showcases the safety aspects of the concept. Through a couple of mini-scenarios around the overarching theme of officer safety, we were able to showcase the real world value of the concept.

Result

This concept showcased the value of video & video analytics to senior leaders. As a result, Motorola Solutions acquired WatchGuard in 2019. Watchguard is a U.S. leader in mobile video solutions.

Complete lifecycle journeys

Problem statement

Customers across a variety of industries have safety concerns, are inundated with unproven point solutions gobbled together from a variety of vendors. Is there anybody out there with a comprehensive - and easy to use - solution?

Goals

Improve safety, respond in real time, proactively detect issues, cut deployment time, improve communication, reduce costs, seamlessly maintain and update the solution.

Example of explored journey

A hospital director has safety concerns and needs a better solution for a variety of scenarios. A comprehensive journey (from pre-sales through deployment, use and maintenance) envisions a streamlined experience focused on the director's expected outcomes.

Solution

A shared vision in visual storytelling format on how the goals can be achieved by focusing on the customers expected outcomes and structuring the workflow based on those outcomes.

Outcome

Based on this vision Motorola Solutions initiated and launched the 'Safety reimagined' unified ecosystem for hospitals, schools, airports, stadiums, manufacturing, hospitality and utilities.

Safety Reimagined

Day in a life journeys

Problem statement

Based on trend analysis, an explosion of data was expected for our public safety users. Responders and command center staff are already overworked, stressed and need make critical decisions in real time. How can this data be used to Public Safety's benefit instead of overloading them even further?

Goals

Achieve better outcomes of incident response; reduce response times, improve situational awareness, improve real time communication & collaboration, improve responder & public safety and improve decision making, reduce stress and effort.

Example of explored journey

A police officer starts his day and soon responds to a large accident involving a tanker truck. During the incident people in various roles need to work together in real time to save lives and apprehend a suspect.

Solution

A shared vision in visual storytelling format on how the goals can be achieved leveraging various cutting edge technologies (like drones, audio & video analytics, artificial intelligence and augmented reality).

Outcome

Based on this vision, Motorola Solutions acquired drone software, invested in augmented reality companies, acquired command center software and acquired multiple video (analytics) companies. Putting this altogether will achieve compelling and seamless journeys across a variety of users.

Problem statement

Police officers are expected to patrol their assigned area and immediately respond to suspicious or offending behaviors they observe. These self initiated incidents are among the most dangerous for police officers as incidents may escalate before backup arrives. How can outcomes of these types of incidents be improved?

Goals

Achieve better outcomes for self initiated incidents; improve situational awareness, reduce bias, improve responder and public safety, improve efficiency, improve decision making.

Example of explored journey

A police officer gears up, patrols a neighborhood and performs a traffic stop (one of the most unpredictable and dangerous incident types). We compared current procedures and envisioned a future vision.

Solution

A shared vision in visual storytelling format on how the goals can be achieved leveraging various cutting edge technologies (like body worn cameras, real time edge analytics and augmented reality).

Outcome

Based on this vision Motorola Solutions acquired mobile video companies, integrated body worn cameras with mission critical communications and created a new in-car video system (M500) with real time edge analytics capabilities. Putting this altogether will achieve compelling and seamless journeys primarily for police officers.

1) Future of Incident Response

2) Self initiated incidents

Related: Process Innovation

Minion method

To consistently create compelling experiences across multiple users, roles and journeys - a novel approach was needed. This became the Minion Method.

The Minion Method builds on personas and customer journey maps, but fundamentally improves on these design methods through a process that more deeply and widely empathizes with all users throughout their journeys. It breaks down roles into minions that can be prioritized and optimized for. The result is more compelling experiences and a roadmap with future improvements opportunities.

Journey maps provides holistic views across a customer's journey. They document the phases that a user is going through to achieve a certain outcome. Journey maps form a bridge between the current and the new, and as such provides a great starting point for envisioning, alignment and redesign efforts.

Unlike traditional journey maps, these are far more comprehensive:

• All actors & non-actors

• All products/ services encountered along the way

• All stakeholders

• Emotions, motivations, questions & concerns of key stakeholders.

• Decision points

• Alternative routes

• Innovation opportunities

In addition, comprehensive journey maps have the ability to scale in fidelity, tailoring to different audiences.

Related: Comprehensive Journey Mapping