UCePro IHTE-3106 Lecture 17 (2013):

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1 UCePro IHTE-3106 Lecture 17 (2013): Product development lifecycle issues, service design perspective and looking back at everything Jarmo Palviainen

2 Disclaimer about this lecture This is not a company commercial, but an attempt to explain real life challenges in product development through an example.

3 Metso Oyj / Metso Corporation Active in over 100 countries, 2011: Employees in over 50 countries Rock, paper automation Metso Minerals ~2700 million (2011)

4 What Metso Minerals wants to offer to the customers High quality of the end product (crushed aggregate) High procudtion capacity High availability (systems running at all times) Low operational expenses Safety and sustainability

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6 Different product families for different purposes Jaw crushers and impact crushers for the first phase crushing models tons/h For 2nd phase: Cone crushers (two brands) and impactors (one brand) For static and mobile sites Over 30 models t/h

7 And some more 2nd and end phase products 7 HP models, 6 GP models, 10 Barmac models tons/h And these were only the crushers, then there will be screens, conveyers

8 Crushers on tracks and on wheels Mobiiliin murskaamiseen ja seulomiseen Yli 30 Locotrack models (on tracks) and over 20 Nordberg NW models (on wheels) t/h

9 Product portfolio excuse me what? Long history in the company Several brands and enormous amount of products through corporate acquisition Challenges in maintaining the great portfolio

10 User interface used only in emergancy

11 Circumstances Dust Noice Vibration & shocks Heat/cold On site traffic Explosions Snow & water Break downs Long shifts, short breaks Accomodation in barracs, far from home Sometimes negligence

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15 Users 1 Operators Low education, at some areas also illiteracy Capability to fix only mechanical problems High turnover, short-term work, often accomodation in nearby barracks Use of the systems should be possible at minimum know how and training

16 Other user groups and their needs Maintenance and assembly Diagnostics, tuning, remote operations Sales Professional hi-tech-look, ease of use, credibility, productivity, safety, connectability, possibility to localize, useful features that can make the sales Design Ease of adding/modifying functionality Most of the functionality is meant for some one else than the daily users!

17 Challenges for the product development and maintaining the product portfolio Products are using several technologies Mechanics, hydraulics, electricity, electronics, software Manufacturing in 38 countries In addition: the traditions from machine shop times as base for automation software development

18 Metso Innovation Process

19 Maintaining a product during its lifetime Localization (Language versions = translations to language files, manuals) Bug fixes, development, modifications, new features Towards the end: availability and price of the components, tools and expertice becomes an issue Annual production Cumulative maintenance expences Annual production price Time (years) Mikko Mäkinen, Metso Minerals

20 Innovaatio & tuote-elinkaari Cumulative costs of a product during the whole lifecycle = product dev. costs + maintenance costs = ~3 x product development costs Depens on the quality of design and the maturity of the product A new product is needed before the old one becomes too expensive to maintain Post mortem Cumulative costs of a product Annual production Annual production price Cumulative maintenance expences Time (years)

21 Service design (palvelumuotoilu) Traditional marketing: 4P s, Service design/modern marketing: 3 extra P s: participants, processes and physical evidence It s like theater: design how the service is viewed from the auditorium and how it is delivered behind the scenes As a design decipline originates from the 1990 ies, but more widely known only recently Uses techniques very similar to HCD (ethnography, anthropology, storyboards ) and customers participate in the design phase Geke van Dijk: service design expresses that current products are no longer isolated elements, but a network of different experiences and combinations So: wholistic, customer centered thinking Compared to UX/HCD

22 Service design Ideal methodogy Identifying the actors involved [wikipedia: Service Design] Defining service scenarios, use cases, sequences of actions and actors role Representation of the service illustrating all the components of the service (physical elements, interactions, logical links and temporal sequences) The design highlights the customer s active role and aims to being responsive to the customer s (un-anticipated) behaviour.

23 Service design examples McDonalds in France [ Public sector: in large, the whole public service can be viewed from the end user perspective, and when not effective, re-organized. Example: City of Sunderland, getting the person on incapacity benefit back to work Costs from 62 K to 5K by developing new ways of reaching and supporting people though. [ ScooterMAN [ You drink, we drive

24 Service design vs. UX or HCD What s the difference? I think an important difference between service design and user experience/experience design (fill in the blank) is that SD is not preoccupied with being 'user-centered.' UX practices rely on the notion that the user/customer/end audience member is at the 'center' of the experience and all decisions revolve around their experience. SD somewhat turns that notion on its head: the nature of something being a service means that the experience is co-created. Anonymous comment in [

25 25 Summary and closing down 2013 UCePro

26 Examples of diploma thesis at IHTE Flink, N.: Operator Needs for Mobile Crushing Plant Control System Koski, R.: Modern User Interfaces for Home Theater Controllers Sarjala, A.: Supporting work processes of mobile journalists: Design implications for mobile system development Ilvonen V. ja Jumisko-Pyykkö, S.: Subjective evaluation of video quality on mobile devices Hellen, J-E.: Kolmivaiheinen malli käytettävyyden integroimiseksi ohjelmistoprosessiin Inkinen, H.: Toiminnanohjausjärjestelmän mobiilisovelluksen käyttäjäkeskeinen testaus Toivola, Hannu: Communities needs for interaction with collective content

27 Summary discussion of the spring 2013 in UCePro Role of user: how (user) centered should we be? Role of user studies? What s the difference between B2B products and consumer products? Integration Modern processess Understanding different user groups (segmentation/personas)