mobile work environmentsHong Kong Bank

Situated Innovations Mapping the innovation process Case Workplace study

Jarmo I. Suominen Professor of Mass Customization Director of Future Home Institute University of Art and Design Massachusetts Institute of Technology Senior Advisor Ogilvy One Worldwide

Work FLOW

Car: phone calls

Preparing meetings and events at desk

Coffee breakCar: phone calls

Teamwork at base office

Planning, booking etc.

Networking at lunch

Assisting in a meetingCar:

phone calls

Back office: Synchronize data between server and laptop

3 meetings in different meeting rooms in back office, some participants attend virtually Taxi: phone calls

Head office meeting

Home: check email

Cafeteria: lunch with a colleague

Company office meeting

Back office: check email

Back office: meeting

SEQUENCING @ mobile living

Separate workday and leisure timeWork and leisure time are kept separate.

Separate workday and leisure timeWork and leisure time are kept separate.

Sequenced workday in patternsWork is performed in recognizable and timed periods.

Sequenced workday in patternsWork is performed in recognizable and timed periods.

Blurred work and lifeWork and life are a unity of different activities performed in continuous flow.

Blurred work and lifeWork and life are a unity of different activities performed in continuous flow.

Single task outside separate workdayMainly separate working hours and leisure time, single recognizable tasks.

Single task outside separate workdayMainly separate working hours and leisure time, single recognizable tasks.

Implementator Collaborator Specialist Generator

Mobile Knowledge work

Knowledge work takes place in many places, in many situations and with many people.

Mobile technology enables working independent of time and place. Yet, the practice of work is always conducted in certain time and place.

Current generic working environments support mainly traditional ways of working.

Distinction of work and leisure time created by the industrial revolution has blurred. Work tasks are done at home and private affairs taken care of in the workplace.

Work increasingly happens outside traditional workplace or out of range of support by the employer.

On average, one third of working time is spent at own desk.

CURRENT PROCESSES OF KNOWLEDGE WORK

CURRENT PROCESSES OF KNOWLEDGE WORK

Processes are developed separately.Processes are developed separately.

A worker participates in several processes.

A worker participates in several processes.

Processes are experienced as situations distributed in time and place.

Processes are experienced as situations distributed in time and place.

Research Process

1. Map parametres of mWorkCritical need variables

1. Map parametres of mWorkCritical need variables

2. Identify innovation processTypical combinations of parametres

2. Identify innovation processTypical combinations of parametres

3. Situate productivityGuidelines for concept development

3. Situate productivityGuidelines for concept development

4. Map experienceSpecifications for solution concepts

4. Map experienceSpecifications for solution concepts

5. Develop solution conceptsmodel for mobile work

5. Develop solution conceptsmodel for mobile work

6. Productivity modelModular service tray for mWorker

6. Productivity modelModular service tray for mWorker

RESEARCH PROCESSRESEARCH PROCESS

Research process had six main phases. User research phase in the companies was followed by multi-disciplinary workshops involving users, researchers and other professionals. The aim of the process was to develop a viable conceptual model to enable mobile work.

Parametres of mobile work Structurization of user needs and experiences into critical need

variables

Situations of mobile work Typical combinations of the parametres based on the user research

Design drivers Defining design drivers as guidelines for concept development

Design rules Establishing specifications for the solution concepts

Solution concepts Product and service concepts for managing time, practice and

location of mobile work

Research MethodsQualitative user oriented research methods with emphasis on understanding the individual user experience of mobile work were utilized in order to gain knowledge on mobile work in different organisations and working cultures.

Expert Interviews Setting the background and focusing the user research.

Focus Group Interviews Discussion on focal issues of mobile work

4 Mobile Work Workshops Multi-disciplinary workshops with the users

Activity / ExperienceMapping ”My Mobile Day”: Descriptions of activities, tools and places of work.

Productivity analyses Evaluating the validity of the identified main situations (modes) of mobile knowledge work. Questionnaire covering three working days.

Sample: 32 persons

EXPERIENCE SAMPLING PROBES

Mobile self documentation of user experience utilizing camera phones, the messages were categorized in real time on a website.

EXPERIENCE SAMPLING PROBES

Mobile self documentation of user experience utilizing camera phones, the messages were categorized in real time on a website.

Multi-user SMS messaging(research

questions)

Experience samplesusing mobile camera

phones (image and text answers)

Automatedcategorizingand publishing in

webpages,accordingto focus area, user

and nature of information

Mass.Be UIAH/MIT 2005 all rights reserved

01. Mass.Be project 02. Mass.Be rationale03. Mass.Be objectives04. Mass.Be research process05. Method.01 activity mapping06. Method.01 experience sampling07. Method.01 multimode mapping08. Mass.be model09. Mass.be matrix10. Mass.be major findings 11. Mass.be conclusions12. Future mWork research

EgoBeta case HABBO

EgoBeta case IGGLO

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public space

public space [open]

semi public space

semi public space

semi private space

semi private space

private space

private space

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context driven reactive situation COLLABORATE Reactive people-centric situation

Worker is collaborating on a project in a teamwork situation in his frequented campus environment, flexible time use depending on the team.

COLLABORATE Reactive people-centric situation

Worker is collaborating on a project in a teamwork situation in his frequented campus environment, flexible time use depending on the team.

TeamWork

content driven reactive situation IMPLEMENT Reactive content-driven situation

Single worker conducting a predefined task in a fixed time frame in his own immediate working environment or desk.

IMPLEMENT Reactive content-driven situation

Single worker conducting a predefined task in a fixed time frame in his own immediate working environment or desk.

Concentration

context driven proactive situationGENERATE Proactive people-centric situation

Worker is creating and generating new, moving between different events in the macro environment outside own company.

GENERATE Proactive people-centric situation

Worker is creating and generating new, moving between different events in the macro environment outside own company.

Meetings

content driven proactive situation SPECIALISE Proactive content-driven situation

Worker is sharing knowledge, creating and maintaining networks and bringing his expertise into different situations inside own company.

SPECIALISE Proactive content-driven situation

Worker is sharing knowledge, creating and maintaining networks and bringing his expertise into different situations inside own company.

Expert meetings

SituationsNeed Matrix

SituationImplement

SituationCollaborate

SituationSpecialise

SituationGenerate

Parametre 1 TimeManaging time flow and work sequences

Fixed time frameWork and leisure time are separate in detached time frames, work is typically performed during traditional office hours

Flexible scheduleDefinite work tasks are performed flexibly outside a predominantly fixed time frame depending on urgency etc.

Patterned sequencingWork is performed in recognizable periods formed according to tasks and lifestyle, time use pattern with high degree of personal choice

Blurred sequencingWork and life are a continuous dynamically changing flow of different activities, often work and leisure activities take place parallel

Design drivers Control of task in timeNeed to complete tasks in time: efficiency and control of time use, managing use of resources in time, indicating mode to others

Managing continuityNeed to ensure the continuity and coherence of tasks or focus areas distributed over separate time sequences

Coordination and synchronizationNeed to manage and synchronize several parallel tasks, focus areas and schedules and match people and competencies

Managing complexity Need to manage dynamic changes and fragmented tasks in complex situations, need to get back to situations

Parametre 2 PracticeManaging collaboration and content cumulation

Individual contributionSingle employee producing ideas, material or documents in an undisturbed state, support from colleagues or others available

TeamworkCollaboration of two or more project members to produce ideas, material or documents, includes face-to-face situations, virtual teamwork and combinations

NetworkingCreating and maintaining networks of peers, colleagues and specialists both face-to-face and virtually

EventAttending various events to create and maintain networks, start and end projects or acquire knowledge

Design drivers Filtering knowledgeNeed to concentrate in task and minimize distractions, only information essential to task available

Processing knowledgeNeed to work together horizontally, share information and cumulate knowledge in real time

Sharing knowledgeNeed to work vertically, share and gain (tacit) knowledge related to specific focus areas

Utilizing knowledge Need to optimize performance in changing situations – communication, decision-making, commitment and documentation

Parametre 3 Location Managing physical environments of work

Micro environmentFamiliar and frequented immediate working location central to the tasks, typically own desk or back office floor, car or home

Campus environmentMobility inside a company's single premises, that may consist of several floors, buildings and outdoor areas

Inter-campus environmentMobility within different premises of a single company outside back office campus

Macro environmentMobility outside own company in partner or customer offices or in the extended living environment

Design drivers AdaptabilityNeed to configure the immediate personal working environment according to individual physical, mental, social and task related requirementsExpressing identity

VariabilityNeed to move seamlessly in a variable environment supporting different tasks and collaboration situations in an optimal waySelecting facilities according to tasks

PredictabilityNeed to be able to work regularly or temporarily in any own company officeSense of familiarity and predictability

UnderstandabilityNeed to orientate and accommodate oneself to an unfamiliar environment to enable work in temporary short term locations outside own company

01 _overwiev02 _rationale Independent / Diversified innovation

processes03 _objectives Mapping the experience and situation04 _methodology Observation trough mobile phones05 _research process Situation related qualitative questionaries06 _sample size 32 persons, 4 teams, 4 clients07 _outcome Identified process, productive spots08 _conclusions Workplace CRM09 _learnings How to support mobile knowledge work10 _next phase Development of productivity metrics

Situated Innovations Mapping the innovation process Case Workplace study, EgoBeta