Blogg


Tankar kring user experience, service design och effektstyrning

inUse nominerade till Stora Designpriset

Sara Doltz

inUse och kunden Renova är nominerade till Stora Designpriset. Renovas kundportalen, som inUse tagit fram, är det enda digitala bidraget bland de fem finalisterna.

Rent historiskt har Stora Designpriset lagt mycket fokus vid just produktdesign, men i takt med digitaliseringen har även andra produkter och tjänster fått större utrymme.

Detta år är Renovas kundportal en av fem finalister. Den redan hyllade kundportalen har även tidigare fått mota priser, bland annat CIO Awards Årets Hållbara projekt.

Stora Designpriset delas ut årligen av Teknikföretagen. Prisutdelningen sker redan nästa vecka, den 24 april – och fram till dess hoppas vi att ni går in och lägger publikens röst på oss och Renova såklart!

– Vi och Renova är så otroligt stolta över att vara en av finalisterna! Vi i teamet tycker att det är fantastiskt roligt att få jobba med smart design som genererar affärsnytta och dessutom bidrar till ett hållbarare samhälle. Kombinationen av verksamhetskompetens och kunskap om användarna och deras beteenden samt vårt nära samarbete med Renova har varit framgångsfaktorer, säger Cecilia Brunemark, Head of inUse Göteborg.

Hemma hos-kurs ger fördelar: ”Lösningarna skapar ökat värde”

Ola Nilsson

CAB är ett insurtechbolag som vill utveckla rätt saker och öka värdet för kunderna. De anlitade inUse Academy för en hemma hos-kurs i Effektkartläggning.
– Hemma hos-kursen som koncept är väldigt bra. Det gav oss möjlighet kompetensutveckla 24 personer i samma metod i princip samtidigt, säger Johan Aderud, CAB.

CAB är ett växande insurtechbolag som skapar en plattform för alla inblandade vid reglering av en försäkringsskada. Bolaget spänner över de tre affärsområdena: fordon, fastighet och hälsa. 

Det finns en önskan till utveckling och förbättring. Därför utbildar man sina anställda i bland annat Effektkartläggning.

– Vi såg ett behov av att fokusera på användarupplevelsen och då behövde vi bredda kompetensen kring hur man kan göra detta i kravprocessen. Då behövdes en gemensam metod och en gemensam vokabulär, säger Johan Aderud, User Experience Designer på CAB.

– Jag och andra kollegor hade bra erfarenhet av inUse och jag kände till Effektkartläggning som metod. Efter att ha pratat med Mikael Sköld om Hemma hos-upplägget så föreslog jag detta för företagsledningen, som en bra kompetensutveckling för många olika roller på CAB. 

Lett till framsteg

Det var produktchefer, produktspecialister, UX-designers, testare och kravanalytiker som fick möjlighet att gå kurs. Det har lett till tydliga framsteg.

– Effektkartor och användarintervjuer har börjat utvecklas och användas i större utsträckning på många olika områden i verksamheten. Man kan säga att det finns en bättre förståelse för vikten av att ställa rätt frågor inom och utanför verksamheten för att fånga vad vi ska utveckla, varför och vilka effekter vi ska utveckla för. Den förståelsen gör också att våra analyser blir skarpare och att lösningarna kan bli mer innovativa och skapar ökat värde.

Med hjälp av Hemma-hos blev det en bred kompetensutveckling på CAB, många tog steget, under två tillfällen.

– Detta gjorde också att det blev lättare med kompetensspridningen och förankringen i företaget då så många ur bland annat produktledningen gick kursen.

Boka en Hemma hos-kurs ni också! 

Human-Centered AI – the impact on design

Pontus Wärnestål

Pontus Wärnestål guides you through the neural networks, the interaction models, the challenges and possibilities with AI.

Artificial Intelligence (AI) has demonstrated enormous potential for creating value and a better future for humanity. AI techniques are being used in a wide range of systems and services, such as in healthcare, where it can assist in surgery, drug creation, X-ray analysis, and patient tracking. In automotive, AI is the foundation for self-driving cars, but also in optimizing logistics, transport, and mobility. In the personal space, Alexa, Siri and Google Assistant are examples of ubiquitous AI-powered technology. And the list goes on: AI is found in media, finance, insurance, security, retail, and customer service just to name a few sectors.

But as with all technology, it has also shown a darker side – that of unintentional negative impact on individuals, organizations, and society itself. Algorithms that make decisions based on biased data can put entire populations at a disadvantage, and there are many other ethical aspects of using AI in our societies that need thorough investigation.

Our goal is to design and ship AI solutions that are fair, reliable, inclusive, transparent, and accountable. And this means that it has to start with the human front and center. AI technology should be used to enhance and augment human potential. This is what Human-Centered AI is about.

In one sense, this is not new at all. Human-centered design has always been about positive human experience and meaningful and valuable impact. And the methodologies and approaches we use to design have gracefully transitioned from text-based interfaces to graphical user interfaces, from stationary computers to mobile phones, from stand-alone machines to internet-based clients, etc. But it has so far always been about assistive technology and tools. The potential of AI technologies make possible new kinds of services – systems that act on our behalf, and take their own initiative. In short, we are transitioning from designing tools to designing partners. And suddenly, a whole new set of challenges surface – challenges that our traditional design approaches are not optimized for in a number of ways:

New Interaction Models

The fundamental input-process-output cycle of interactive tools has been modified, and AI-enabled agents take more or less their own initiative and operate more like thoughtful butlers or partners, so that us humans can focus on other things. Designing agents with its own agency and initiative is different than designing moment-to-moment tools. This sort of behavior requires a whole new level of trust-building transparency and accountability, for example.

Augmenting Human Intelligence

In addition, AI-enabled services may become almost entirely ubiquitous and invisible – merely augmenting human activity behind the scenes. No visible interface, no screens, no direct manipulation. Instead, our profoundly human everyday activities and cognitive abilities are seamlessly and automatically boosted.

Adaptation and Inclusiveness

Furthermore, personalization and adaptation will play an even greater role in the design and implementation of human-centered AI. A learning agent can, if well-designed, adapt to the different needs, skills, and abilities of individual users. This implies a longer relationship between humans and AI agents. Maybe even life-long relationships will form? It also puts the finger on the potential of an even higher degree of inclusive design for all.

And finally, in the wake of more advanced and accessible sensors, AI-enabled services will spread to – and affect – the core infrastructure of our world. IoT services, energy grids, mobility, and physical spaces will all be affected by ubiquitous AI-powered systems that act on their own to a larger degree.

The Road Ahead

The success of AI-enabled services and products depends on our ability to design for positive human impact. At inUse, we have always committed to designing human-centered products and services – using the best tools and materials for the job. And now, with the advent of robust machine learning platforms, large data sets, viable sensor technology, and data distribution platforms and cloud infrastructures, ”AI” is rapidly becoming a powerful addition to the available options for designers.

And this requires us to think differently and carefully about the design process, methods, interaction patterns, and the various impact these new types of AI-enabled services can provide. We know from history that we have a tendency to overestimate the effects of new technology in the short run, and underestimate them in the long run. AI is currently surrounded with a lot of hype, and when the dust has settled we will probably face some disappointment in the coming months and even years. But in the long run, AI will profoundly affect infrastructure, jobs, and the fabric of society itself. Exactly how, no-one can tell. But we are committed to carefully study, explore, and design human-centered AI-enabled services together with industry, government, and academia in order to provide thoughtful positive societal impact. We hope you want to join us!

Contact Pontus Wärnestål!

Electrolux Design shapes the smart home experience

Sara Doltz

”We are on a massive transformational journey right now. All of us who are in this business of creating home appliances are in a race for the hearts of our customers everywhere. This means rethinking our products, the value we provide, and how we use the combination of technology and design to reinvent the home experience. It’s a compelling mission and a journey I want to be a part of,” says Allen Smith, Director of Digital Experience at Electrolux

Being driven by exploring business areas traditionally untouched by the Internet, Allen decided about one year ago to join Electrolux and their ventures. He has had clear ambition in most of his career, and it starts with the question: Where is the Internet absent today?

”As we look around, the Internet has conquered and changed many businesses at its core. First was the disruption of content and media, then personal communication, now automotive is undergoing this disruption. In my career, which spans all of the above, I’ve always searched for ‘dead zones’ or areas that aren’t connected. Right now, that place is our homes. We have connected some small gadgets but nothing has really changed in our lives. To me, it’s inevitable that this transformation will happen.”

An exciting journey

According to Allen, that is where Electrolux is today. The multinational company is right now exploring and evolving their design capacity. They are building cross-disciplinary teams with UX, Service Designers, Front-End developers, and User Researchers. 

“We’re working at the edge of a massive disruption happening in the home where all the appliances we use every day will come to life and become smarter. With ubiquitous connectivity and cloud computing, we can light these products up in completely new and meaningful ways for people. New service opportunities never before feasible can now be realized. How we utilize these technologies as design materials to shape the home experience is our challenge.”

Electrolux is one of the sponsors at From Business to Buttons. The team of designers at Electrolux consist of 180 people worldwide. A lot of them will be attending From Business to Buttons this May. In the Stockholm studio there are 80 designers, involved in everything from strategy to usability testing. But one of the biggest challenges, Allen says, is how the team can create seamless experiences within and in-between every potential touch point:

 “Whether it’s the appliance itself, the cloud, a smartphone or maybe an autonomous solution, we have to have a strategy. Looking at this you need people with different skill-sets tackling these challenges.”

Design skills to tackle strategy

Another great challenge that Electrolux faces is to merge the physical and digital, for which a lot of strategic decisions will be required. Allen elaborates on this:

“95% of Electrolux employees will keep continuing what they’ve always done. But looking at the disruption that is coming it’s up to us, principally in design but also design thinkers in other areas , to tackle these challenges with a different skill-set. Good designers, and even more important, problem solvers, are crucial for our success.”

Learn more about life at Electrolux!