Long before the likes of Facebook and Flickr co-opted the color, the original Big Blue had established itself as a giant in a different era in tech. A perennial fixture of “most valuable brands” lists, IBM is pleased to announce that will be committing over $100 million to “globally expanding its consulting services capability to help clients with experience design and engagement.” The Armonk, NY-based company is capitalizing on its strength in the Big Data with plans to open IBM Interactive Experience labs in Bangalore, Beijing, Groningen, London, Melbourne, Mexico City, New York, Sao Paulo, Shanghai and Tokyo. In short, IBM is making a major foray data-driven service design, a nod to a broader definition of product as experience or interaction (a.k.a. the shift from physical to digital, hardware to software, etc.). Shannon Miller, a Global Strategy Leader at IBM Interactive Experience, shared more details on their vision for what the future holds both for IBM, its clients and the end user. Core77: We’ve witnessed the rise of service design (i.e. experience design) as a discipline in its own right, what makes this a good time for IBM to make this major investment in this area? Shannon Miller: We have seen growing client demand in the marketplace around experience design capabilities and the front office transformation—and this market only continues to grow as consumers continuously look for the next best experience. IBM is the only company that can bring research, creative and design skills together with data experts and a traditional consultancy to solve our clients’ biggest problems. We see this demand globally and wanted to expand our reach to create centers around the world where we can collaborate and co-create with clients to develop innovative solutions. To what degree is this data-centric approach to experience design an extension of the company’s long history in the computer industry, and to what degree is a new frontier for IBM’s strengths? Technology is becoming ingrained into the DNA of every business and personal interaction, especially in today’s customer-centric world, and IBM is helping clients understand their customers as individuals through the use of Big Data. While this certainly is an extension of IBM’s 100-plus-year history and commitment to design, IBM researchers within IBM Interactive Experience invented unique algorithms that conduct the analysis for new capabilities—Intelligent Customer Profiles, Influence Analysis and Customer Identity Resolution. These join an existing portfolio of data-driven capabilities including Life Event Detection, Behavioral Pricing and Psycholinguistic Analytics . IBM Interactive Experience is an industry first—a management consultancy and systems integration company combined with a digital agency powered by data and research. IBM Interactive Experience drives insights from data—including information on individual decisions, choices, preferences and attitudes—to transform the customer experience. (more…)
Tag: service-design
The U.S. Army’s Mobile Digital Fabrication Lab
Politically speaking, the war in Afghanistan may be winding down; but technologically speaking, things are ramping up. Earlier this month a shipping container was quietly deployed to a remote outpost in Afghanistan. Kitted out by the U.S. Army’s Rapid Equipping Force, this particular shipping container is essentially a digital manufacturing lab in a box. Known as the ELM or Expeditionary Lab – Mobile, the unit contains a 3D printer and a CNC mill (as well as more conventional tools like a plasma cutter, welding gear, a circular saw, a router, a jigsaw and a reciprocating saw). Unsurprisingly, troops on the ground are not using the ELMs to print out heart-shaped gears ; rather, the point of the ELMs is to allow last-minute rapid prototyping upgrades to crucial pieces of equipment. As one example, soldiers discovered that the on-button for one standard-issue tactical flashlight had a raised button that could accidentally be pressed, unintentionally turning the flashlight on while the soldier was moving around. Best case scenario, the thing’s in a pocket, you don’t realize it’s on and the batteries drain down. Worst case scenario, the sudden illumination advertises your position to the enemy while you’re sneaking around in the dark. Under normal Army procurement procedures, designing, commissioning, manufacturing and distributing an updated design would take months or years. But with the ELMs, which come with two digital manufacturing technicians, a solution like this clip-on guard to shield the button can be quickly designed and printed. The ELM shipped earlier this month was actually the second; the first was sent to Afghanistan last summer. Following the concept’s success, a third ELM is in the works and will reportedly be deployed later this year. The following video on the ELMs isn’t terribly detailed, and features CG footage that doesn’t quite track with the narrative, but it’s all we’ve got: via 3ders (more…)
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The U.S. Army’s Mobile Digital Fabrication Lab