HUMAN FACTORS ENGINEERING 2017 HFE 2017May 23-24 Nokia’s HFE Conference sponsored by Bell Labs and the Technology Leadership Council

Nokia’s Human Factors Engineering (HFE) Conference will be held on May 23rd and 24th.

We are celebrating HFE’s 70th Anniversary at Bell Labs, the home of the creative technologists who pioneered this inter-disciplinary field. We are also encouraging our community’s renewed efforts to shape innovations that enable the human possibilities of technology in today’s connected world.

This year’s agenda features guest speakers from AT&T and Verizon, practitioners in diverse industries from NASA, IBM, Information Builders, The MathWorks and Lab Z, experts from MIT and IIT, as well as Bell Labs and Nokia flagship and award winning innovations.

This event is organized by Nokia’s Technology Leadership Council in partnership with Bell Labs.

Nokia employees can access our Yammer site for details and registration.

“We need to make sure of one very, very important thing, that we develop technology that serves humanity and not the other way around. If we do things right, we can improve people’s lives and, in parts, technology will also help us save people’s lives.”

Kathrin BuvacNokia Chief Strategy Officer

“The outcome is not a foregone conclusion, that tech will in fact end up working in humanity’s best

interests. But we have a choice!”

“A human technological revolution is upon us. We consider the key human needs and the driving forces for this revolution. We investigate in depth the critical enabling technologies. It requires a network that connects the users

of this technology in new ways, and it must result in a new social and economic reality shaped by the adoption of the technology.”

Marcus WeldonBell Labs President

“So it is up to us, where ‘us’ is humanity, and in general, about us, I am optimistic — so long as we keep our eyes on the prize.”

Tim Berners-LeeDirector of the World Wide Web Consortium (W3C)

Marcus Weldon, Bell Labs’ The Future X Network Kathrin Buvac and Time Berners-Lee, Nokia & Wired Maganize’s MakeTechHumanTim Berners-Lee picture:, Paul Clarke - Wikimedia Commons

Nokia’s legendary journey has already passed the 150 year mark and, interestingly enough, more than 95% of us did not carry a Nokia badge four years ago. There are more than 100,000 of us embarked in this endeavor and we all collectively represent 160 nationalities working in more than 100 countries.

Our customers are the world’s communications service providers, governments, enterprises and consumers. We deploy the industry’s most comprehensive set of products, services, as well as licensing opportunities with a patent portfolio featuring in excess of 30,000 inventions. But, most importantly, our innovations and collective know-how make a decisive difference when we “shape technologies that truly transform the human experience” as technical prowess alone does not suffice.

This event is sponsored by Bell Labs and supported by our Technology Leadership Council, a grassroots organization formed by volunteers whose goal is to help foster a culture of innovation that honors Nokia’s renewed commitment to “enabling the human possibilities of technology.”

Humanizing technology is the core belief of those of us working in Human Factors Engineering, whether the job focuses on UX, User Experience, or CX, Customer Experience, services or operations, software or hardware. HFE2017’s main objective is to get our community connected so that everyone’s good efforts become as meaningful and impactful as they can be.

Let’s Make Technology More Human,

Betsy Covell and Jose de FranciscoNOKIA HFE2017 Chairs

Enabling the Human Possibilities of TechnologyFuture Talks ProgramNOKIA Technology Leadership Council (TCL)

= innovating by humanizing technology

crafting technologicalsolutions

people’s needs & expectations behaviors, affects & experiences

elements key toresults & outcomes

HHUMAN

FFACTORS

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DAY 1 – TUESDAY, MAY 23

09:00 am EDT 03:00 pm CET Opening remarks Betsy Covell Nokia TLC - Technology Leadership Council

09:10 am 03:10 pm Wearables, Health Platforms & Quality of Life Alexis Normand Nokia Withings

09:30 am 03:30 pm Guest speaker: AT&T Jim Klosowski AT&T Labs

09:50 am 03:50 pm Outside-in Product Definition & Goal Directed Design Felicitas Odekerken Nokia GUI Board

10:10 am 04:10 pm Early History of HFE at Bell Labs and Telco Industry Ed Israelski Bell Labs Alumni

10:30 am 04:30 pm Decision Support Systems & Autonomation Jose de Francisco Nokia LeanOps, Applications & Analytics Group

10:50 am 04:50 pm Guest speaker: Illinois Institute of Technology Jeremy Hajek IIT School of Applied Technology

11:10 am 05:10 pm Guest speaker: IBM Werner Geyer IBM Cognitive User Experience Lab

11:30 am 05:30 pm Guest speaker: Massachusetts Institute of Technology David Shrier MIT Human Dynamics Group / Connection Science

11:50 am 05:50 pm FreeForm UX – Modernizing the Framework Laura Mahan & Glenda Helmer Nokia User Experience, IP & Optical Networks, and Applications & Analytics Group

12:10 pm 06:10 pm Fireside Chat / Panel Discussion Cyn Sikora (moderator) Bell Labs

12:55 pm 06:55 pm Closing remarks Jose de Francisco Nokia TLC - Technology Leadership Council

DAY 2 – WEDNESDAY, MAY 24

09:00 am 03:00 pm Opening remarks Betsy Covell Nokia TLC - Technology Leadership Council

09:10 am 03:10 pm Past, Present and Future of HFE at Nokia Bell Labs Domhnaill Hernon Bell Labs

09:40 am 03:40 pm Customer and Quality of Experience to the Next Level Luis Marreiros Nokia OSS Service Assurance, Applications & Analytics Group

10:00 am 04:00 pm Guest Speaker: Information Builders Rado Kotorov Information Builders, Business Intelligence and iWay Product Divisions

10:20 am 04:20 pm Guest Speaker – Lab Z Arthur Zards Lab Z

10:40 am 04:40 pm Guest Speaker – NASA Gordon Vos NASA Human Systems Integration

11:00 am 05:00 pm Impact of Telco Analytics on Everyday Lives Shelley Schlueter Nokia Customer Experience Management, Applications & Analytics Group

11:20 am 05:20 pm Guest Speakers – Verizon (Alumni) & The MathWorks Heather Vaughn & Dave Philbin User Interface Engineering

11:40 am 05:40 pm Visualizing the Evolution of HFE at Bell Labs Mike Burns Bell Labs Alumni

12:00 pm 06:00 pm Guest Speaker – HMD Global (Home of Nokia Phones) Placeholder HMD Global

12:20 pm 06:20 pm Fireside Chat / Panel Discussion Cyn Sikora (mmoderator) Bell Labs

12:55 pm 06:55 pm Closing remarks Jose de Francisco Nokia TLC - Technology Leadership Council

Jim KlosowskiAT&T Labs

Werner GeyerIBM ResearchCognitive User Experience Lab

David ShrierMIT Connection ScienceHuman Dynamics Lab

Rado KotorovInformation Builders

Gordon VosKBRwyle at NASA

Human Systems Integration

Heather VaughnVerizon Wireless Alumni

User Interface Engineering

Arthur ZardsLab Z

Guest Speakers

Jeremy HajekIllinois Institute of TechnologySchool of Applied Technology

Dave PhilbinThe MathWorksUser Experience

Picture: Nokia

Nanocubes: Interactive Visual Exploration of Geospatial and Temporal Data. Tuesday, May 23 at 9:30 am EDT / 3:30 pm CET.

In the Big Data era, datasets are rapidly increasing in both size and complexity, thanks in large part to the pervasiveness of GPS-enabled devices. Billions of records are now the norm, with each record containing dozens of columns, including a geospatial location, timestamp, and other domain specific attributes. In order to understand these new datasets, nothing matches the power of interactive visualization which allows users to get immediate feedback to their questions as they explore and discover new patterns and anomalies in the data. Nanocubes is a technology developed at AT&T Labs that supports this type of human-in-the-loop data exploration for massive geospatial datasets. We will highlight the technology, its capabilities, and show examples of its use within the company. Nanocubes has been released externally to the greater technical community as open source (see www.nanocubes.net).

Dr. Klosowski is the Director of the Information Visualization group, in the Big Data Research organization of AT&T Labs. His team of researchers develop new techniques for visually exploring and understanding the large data that is generated daily within the company. Dr. Klosowski received a PhD in Applied Mathematics and Statistics from Stony Brook University. He has published over 20 technical papers on interactive visualization techniques and has been awarded over 10 patents in the United States and abroad. Prior to joining AT&T, Dr. Klosowski was a Research Staff Member at the IBM TJ Watson Research Center for over 10 years working on interactive computer graphics and scalable visualization systems.

Augmenting Reality. Tuesday, May 23 at 10:50 am EDT / 4:50 pm CET.

In the evolution and design of computing, there has been the drive to create natural interfaces from teletypes to CRTs to light pens to mice and keyboards. We understand these systems well and they have served their purpose. We are beginning a new phase of computing not tied to these devices or even to a location. Our voice and using AR based Holograms - not VR – but a mixed reality, will be the way forward for all of computing .

Jeremy Hajek is an Industry Associate Professor in the School of Applied Technology at the Illinois Institute of Technology in Chicago, Illinois. He was recently appointed director of the newly built Smart Tech and Embedded Systems Laboratory. His area of research is on voice based AI assistants, Augmented Reality, Hologram based mixed-reality, and Cloud Native Applications and Network Operations.

Engaging Enterprise Users with Conversational Assistants. Tuesday, May 23 at 11:10 am EDT / 5:10 pm CET.

In this presentation, I will report on our research on building conversational AI assistants for enterprise users. There are a multitude of use cases for conversational assistants in the enterprise such as travel, expenses, onboarding, human resources, or coaching. While information retrieval plays an important role in those domains, social aspects and emotion are equally important for creating an engaging human/agent experience.

Dr. Werner Geyer is a Senior Manager and Principal Research Staff Member leading the IBM Cognitive User Experience Team in Cambridge, MA. His research team focuses on innovations at the intersections of HCI and AI. He has more than 15 years of experience in designing, building, and testing large scale software systems, deployed internally in IBM and externally on the Internet. He has more than 70 peer-reviewed publications at international conferences and journals and has co-authored more than 25 patents, his research has impacted IBM social media products, such as IBM Connections, and he frequently serves as a chair on conferences, as program committee member, reviewer or workshop organizer.

MIT Human Dynamics Group. Tuesday, May 23 at 11:30 am EDT / 5:30 pm CET.

The Human Dynamics Lab at the MIT Media Laboratories pioneered the idea of a society enabled by Big Data. The Lab has developed technologies such as reality mining, which uses mobile phone data to extract patterns that predict future human behavior, a `nervous system’ framework for dramatically more efficient transportation, health, energy, and financial systems, the New Deal on Data policies which are now enshrined in the US Consumer Privacy Bill of Rights, and a Trust Network communication architecture that ensures that this new data driven society is secure and fair.

David Shrier is the managing director of MIT Connection Science. He also incubates other new initiatives for MIT, and advises the European Commission on commercializing innovation with a focus on digital technology. Shrier specializes in guiding organizations through strategic growth and change, having developed $8.5 billion of growth opportunities with companies including GE/NBC Universal, D&B, Wolters Kluwer, Disney, Ernst & Young, and Starwood Hotels & Resorts, as well as leading private equity and VC funds. He has started and/or led a number of private equity and venture capital-backed companies as CEO, CFO, or COO. Shrier received an ScB from Brown University in biology and theatre, and has taught corporate innovation at NYU/Stern, EPFL, Columbia Business School,and other leading programs. David Shrier was granted an Sc.B. from Brown University in Biology and Theatre.

The Next Frontier for Business Intelligence & Analytics. Wednesday, May 24 at 10:00 am EDT / 4:00 pm CET.

The next frontier for Business Intelligence (BI) and Analytics leads to the emergence of Enterprise 4.0 where digitalization enables data driven business models. However, research shows that only 20%+ of the employees leverage these tools effectively. Many spend the bulk of their efforts on digging through data and creating reports instead of automating routine decision management and working with decision support applications. What can learn from websites like Expedia about reports optimization? Accounting for Human Factors is of the essence: democratizing technologies and ease of consumption fosters the adoption of iterative self-service models. This results in a class of InfoApps where the user has a dialogue with the data.

Dr. Rado Kotorov is vice president of Product Marketing for Information Builders and works both with the Business Intelligence and the iWay product divisions to provide thought leadership, analyze market and technology trends, aid in the development of innovative product roadmaps, and create rich programs to drive adoption of BI, analytics, data integrity, and integration technologies. He strives to make BI and business analytics more accessible, intuitive, and collaborative through the adoption of innovative Web 2.0, advanced visualization, predictive modeling, search, and mobile technologies. Prior to his current role, Dr. Kotorov, was executive director of Strategic Product Management and Competitive Strategy. Active Technologies, InfoAssist, Magnify, RStat, Enable, Mobile Favorites, and the BI Portal are just a few of the products that have been developed and launched by his team.Dr. Rado Kotorov has a Ph.D. in Decision and Game Theory, and institutional economics from Bowling Green State University. He has also published various papers and articles on business processes, emerging technologies, intellectual property rights, CRM, KM, innovation, and entrepreneurship.

Human Experience Design. Wednesday, May 24 at 10:20 Edt / 4:20 pm CET.

We are more connected than ever with technology. Logic, speed and efficiency are usually the driving forces. What about a different approach to connecting people where logic, speed and efficiency are completely ignored? Arthur Zards will be discussing the concept of Human Experience Design, an emotion based method to create human connections that are impactful, authentic and meaningful.

Arthur is an original Internet entrepreneur founding an Internet company before the web browser even existed. He wasn't learning about digital marketing, branding, innovation, development; he was creating it. He is a self-described TED fanatic and is the founder and curator for TEDxNaperville. Arthur recently founded Lab Z, an Innovation Agency that focuses on a new approach to human centric engagement. He calls this Human Experience Design. This model allows for the intentional design of authentic engagement for organizational cultures, products, services, and brands.

Human Systems Integration (HSI). Wednesday, May 24 at 10:40 am EDT / 4:40 pm CET.

NASA’s Human Systems Integration Division advances human-centered design and operations of complex aerospace systems through analysis, experimentation, and modeling of human performance and human-automation interaction to make dramatic improvements in safety, efficiency, and mission success. Humans are the most critical element in system safety, reliability, and performance. HSI is a holistic and interdisciplinary process that accounts for people’s capabilities and constrains in the design of systems of all sizes. The overall goal is to reduce the lifecycle cost and to optimize total system performance. Advances in computing and communications, increased automation and access to distributed information resources for collaboration, monitoring and control, will contribute to new challenges for humans as critical decision-makers in complex systems.

Possessing a PhD and 15 years of professional work experience in human factors, usability, and user experience design, Dr. Vos has been active in a diverse collection of roles. These have included the practical application of usability and human factors in both consulting and traditional employment positions including several years as NASA’s lead human factors engineer and manager for the design of the Orion Crew Exploration Vehicle, working as the consumer desktop usability for Dell, publishing several successful software applications, teaching at professional and graduate levels in corporate and institutional settings, creating and managing successful research and business endeavors, and developing internationally deployed human factors, industrial hygiene, statistical analysis, and data management systems. He has done this in multiple industries, including software, computer electronics, oil and gas, chemical, food processing, material distribution and handling, and aerospace.

Towards a Customer Bill of Rights. Wednesday, May 24 at 11:20 am EDT / 5:20 pm CET.

Human factors standards and user privacy protections are probably not the first elements a product human factors professionals wants to tackle when approaching a user experience project. But all too often, HF professionals are called in to a development project to play diagnostician. Part of what they find are shortcomings in integration and consumer education on how new standards are making products better. A virtual "customer bill of rights" as defined in standards and privacy initiatives can help ensure products launch with ease of use and customer protections as top priorities. We examine pain points we observed in our time of human factors work in telecommunication, how these were due to immature, ignored, or "industry practice" standards. We make recommendations for HF professionals to stay engaged or become engaged in standards and privacy activities. These are powerful tools for ensuring a "customer bill of rights" are observed in product development.

Heather Vaughn, Ph.D. has been in the field of Telecommunications Human Factors for over 17 years. She is a graduate of Columbia University’s Cognitive Psychology/Intelligent Technologies program. She began her career in Lucent Bell Labs in 2000. Her human factors work was focused on network management systems and mobile communications research. During her time with Bell Labs, she published and presented internationally. She joined Verizon Wireless in 2010 as an interaction designer and user researcher for it’s Device Marketing group. For her 7 years at Verizon Wireless, she studied and reported on everyday consumer’s experiences with IMS services, as well as a host of other application and device products. In her spare time, Heather likes to be with her 3 children and to travel.

Alumni

“In 1945, the idea of a symposium like this for human factors people was simply out of the question. For one thing, there were not any human factors people.”

“Industy was quite well aware of the importance of studying human factors and the benefits to be gained. But they were not, by any means, sold on the notion that you need people trained in human factors disciplines to do the work.”

“Product development came first and then the question was would people like this, could they operate it, and would they need it.”

“In the future the user should come first, we should first of all find the user and study his capabilities, limitations, needs and wants. These should help guide engineering as to what should be developed.”

“Let’s come at it from both angles.”

“Bell Labs did adopt my proposal, and in 1947 the Human Factors Engineering Department was set up.”

“This was a small group consisting of a statistician, a physicist, an engineer and a human factors person, who was myself [...] Walter Shewhart was the statitician and the inventor of the Quality Control Chart.”

“The Establishment of HFT and the Early History of Human Factors in the Telecommunication Industry” John E. Karlin, Bell Labs Human Factors Engineering Department Head (Retired) Founder of Human Factors in TelecommunicationsDecember 1, 2003, Berlin, Germany.

Celebrating HFE’s 70th Anniversary

Picture: Nokia

Ed IsraelskiBell Labs Alumni

Cyn SikoraBell Labs

Mike BurnsBell Labs Alumni

Domhnaill HernonBell Labs

Heather VaughnBell Labs Alumni

Picture: Nokia

Past, Present and Future of Human Factors Engineering at Nokia Bell Labs. Wednesday, May 24 at 9:10 am EDT / 3:10 pm CET.

Human Factors Engineering (HFE) has its origins in Bell Labs starting in 1947 and this year marks the 70th anniversary. At that time, HFE was a new field of study which has since played a critical role in all forms of technology development. 1947 is also the year that the transistor was invented ushering in waves of innovation in the decades since. The importance of HFE in that time period cannot be overstated owing to the emerging modes of interaction between humans, and between humans machines, amplified by the exponential improvement in transistor performance.

Over the last decade we have entered an era of saturated communications with the emergence of the smart phone and our insatiable need to be connected 24/7/365. We are now bombarded by more and more ways to communicate and interact with other people. Life is becoming far too complicated and busy and this will get worse in the coming years as we enter the age of full immersive experiences via augmented reality (AR), virtual reality (VR) and mixed reality (MR) technologies. Now we are at a nexus point where we must question what happens when all the machines and sensors come on line in the age of the Internet of Everything and when we as humans are consumed within infinite 3D and AR/VR worlds.

At Nokia Bell Labs it is our mission to solve the world’s greatest human need challenges and in this emerging era of fully immersive technologies there can be no greater human need than the creation of time via the simplification of our interactions between people and between people and things. In this talk I will share the past, present and future of HFE at Bell Labs and in particular share examples of emerging technologies we are developing that will help differentiate Nokia in this crowded market place by the use of modern human factors engineering principles.

Domhnaill Hernon is Head of Innovation Incubation and global lead for Experiments in Arts and Technology (E.A.T.) at Nokia Bell Labs. He graduated with a B.Eng in Aeronautical Engineering and a Ph.D in fundamental fluid mechanics from the University of Limerick and an Executive M.B.A. from Dublin City University, Ireland. Domhnaill is currently based in New Jersey at the headquarters of Bell Labs research. He is passionate about turning research into reality and exploring the bounds of creativity to push the limits of technology.

Fireside chats on Tuesday, May 23 at 12:10 pm EDT / 6:10 pm CET and on Wednesday, May 24 at 12:20 pm EDT / 6:20 pm CET.

Cynthia Sikora has over 20 years of demonstrated Human Factors / User Experience (HF / UX) expertise in the computer and telecommunications industries and was one of the first to receive professional certification as a Certified Human Factors Professional (CHFP). She holds a Ph.D. in Information and Cognitive Sciences and a Master’s degree in Industrial Psychology. Her dissertation work pertained to the use of multi-modal cues for enhancing web search memory. Dr. Sikora has won multiple design awards, has over 20 publications, co-authored a book chapter, and has been an invited speaker at conferences focused on user interface design and usability. Her research is cited in the Handbook of Human-Computer Interaction. Dr. Sikora was quoted as an auditory feedback expert in an article published by The New York Times Magazine. Within Bell Labs, Dr. Sikora has been able to evolve her contributions from practical application and research to technical and program management. She managed groups of HF/UX experts and graphics designers and is currently a Global Program Director in Bell Labs, which is the research arm of Nokia. She did human factors research and development for Honeywell, McDonnell Douglas and Unisys, before she joined AT&T.

Bell Labs

Early History of Human Factors at Bell Labs and in the Telecommunication Industry. Tuesday, May 23 at 10:10 am EDT / 4:10 pm CET.

John Karlin PhD established the first human factors engineering HFE group at AT&T Bell Labs in Murray Hill, New Jersey in 1947. By the time Dr. Karlin retired in 1977 there were over 200 human factors professionals at Bell Labs working on a wide variety of telecommunications and information technology products and services. This presentation will cover some of the history and early contributions made by HFE including: all digit dialling, speech impairment tolerability, telephone handset design, Touch Tone keypad design, Picturephone, IVR, Voice Mail, Outside Plant equipment design, telephone operator job and equipment design, among many others. John Karlin started the international CCITT, now ITU, Human Factors standards efforts, as well as an international symposium called HFT Human Factors Telecommunications that gathered HFE professionals from around the world.

Co-convener IEC/ISO standards groups for Usability Engineering StandardsRetired Director – Human Factors, AbbVie

Ed Israelski is a consultant and the recently retired director of Human Factors at AbbVie, a biopharmaceutical company. He joined the company in 2001, where he led a cross-company team to imbed best-practice human factors engineering HFE design methods into all of AbbVie’s products, to ensure safety and usability. He did this through hands-on design and evaluation of key new products, managing a group of HF professionals; training and mentoring internal resources, writing corporate policy and guidelines and facilitating the use of outside professional HFE resources.

He is the co-convener for IEC and ISO Ergonomic and Usability Engineering groups in developing international Human Factors/Usability medical devices standards. Ed is also past co-chair of the AAMI Human Factors Engineering committee, which develops HF standards for medical devices. He is a certified human factors professional CHFP. He has authored fourteen book chapters and numerous articles in the area of human factors. Ed holds thirty patents. He is a fellow of the Human Factors and Ergonomics Society and a member of APA, UXPA and the National Academy of Sciences Board on Human-System Integration. He has served as a juror for the MDEA Medical Design Excellence Awards. He was selected by MDDI magazine as one of the 100 Notable People in the Medical Device industry in 2008. He is on the editorial board for the journal Human Factors and serves as a regular reviewer for several other scientific journals.

He has worked as a systems engineer, product manager, market researcher, industrial/organizational psychologist as well as a human factors engineer. He was technical manager of the human factors systems group at Lucent Technologies - Bell Labs, formerly AT&T. Later he was director of HF for SBC/Ameritech where his organization supported the design and evaluation of user interfaces for telecommunications products. In 2000, he became chief technology officer at Human Factors International, a user interface design and consulting firm in information technology. Ed is an adjunct instructor at Northwestern Univ and previously for Virginia Tech and New Jersey Institute of Technology. He received a B.S. in electrical engineering from NJIT, an M.S. in operations research from Columbia University and a Ph.D. in industrial and engineering psychology from Stevens Institute of Technology.

Bell LabsAlumni

Visualizing the Evolution of Human Factors Work at Bell Labs through Crowdsourced Memory and Social Network Graphs.Wednesday, May 24 at 11:40 am EDT / 5:40 pm CET.

Social network graphs provide a visual depiction of relationships between objects in a social network, such as people. One way of documenting (some of) the history of human factors engineering (HFE) at Bell Labs is through social network graphs. We created a crowdsourced memory of human factors teams by gathering information from over 45 current and former HFE personnel at Bell Labs and its spin-offs. The social network graphs developed from this information show the dense connections between roughly 200 members of the human factors community in Bell Labs, as well as the evolution of human factors organizations within Bell Labs and some of its spin-offs. The information gathered is skewed toward the past 30 years or so, but connections go back to the founder of human factors work at Bell Labs, John Karlin.

Michael Burns considers himself very fortunate to have been able to spend over 30 years working at Bell Labs and its progeny. During his career he performed and managed teams involved in human factors engineering, systems engineering, software development, project management, and data analytics. Mike and his teams worked on a wide range of operations support systems and multimedia- and web-based applications and services. He also worked for a couple of years for Lockheed at NASA Johnson Space Center in Houston, Texas, where he directed human-computer interaction research in support of the International Space Station project. Mike earned a B.A. in Psychology from Washington and Lee University and a Ph.D. in Cognitive Psychology from the University of California, Los Angeles (UCLA). He retired from Bell Labs in 2014 and has been enjoying retirement immensely.

Bell LabsAlumni

1966: “A network is emerging, which will match the historic upsurge of our society’s demand for the transmission and distribution of human knowledge and personal experience.”

1968: “Mankind altogether has become trustee for one of the heroic capabilities so far evolved from science and engineering— that of the giant computing machine and its associated networks of

interactions and man-machine complementarities.”

William O. Baker, Bell Labs President 1973-79

“The relation of man and computers has entered a new era, in which interaction is becoming quick and simple. A decade ago, use of computers seemed impractical for most scientists. Those conversant with the machines talked of the frustrating hours spent in programming, compiling, and debugging. There were long delays between concept and fruition, as users awaited their turn.”

“To the scientist, perhaps the most impressive development is the graphic presentation of data. Earlier, the output from the machine usually took the form of almost indigestible quantities of printed results. Today a glance at a curve on a screen or the plot of a thousand points can provide an almost instant summation of the same output. Another impressive development is that of teaching a computer to talk.”

Bell Labs 1966 Symposium - “The Human Use of Computing Machines”

Science MagazineThe Idea Factory

Reddot Award WinnerInternational Design Excellence AwardShorty Award

LeanOpsSophisticated Operations Made EffortlessNokia Product Innovation Award

Best of CES AwardMWC Best Use of IoT

MWC Best Gadget Award

Nokia Saving LivesUAE Drones For Good Award

Alexis NormanWithings

Felicitas OdekerkenGUI Board

Glenda HelmerUser Experience

Applications & Analytics

Laura MahanUser ExperienceIP & Optical Networks

Luis MarreirosOSS Service AssuranceApplications & Analytics Group

Shelley SchlueterCustomer Experience ManagementApplications & Analytics

Jose de FranciscoLeanOpsApplications & Analytics

Placeholder forHMD Speaker

Picture: Nokia

Outside-in Product Definition Based on Goal-Directed Design. Tuesday, May 23 at 9:50 am EDT / 3:50 pm CET.

Short introduction to the building blocks of outside-in product definition based on goal-directed design as prerequisite to apply human factors in product design to achieve a cohesive end-to-end experience.

Felicitas Odekerken was brought up in Spain and is currently living in Germany. She joined Nokia in 1998 and has 16 years of experience in interaction design and usability engineering. As UX Product Manager her focus is on defining products based on qualitative user and domain research. This to ensure that the resulting products provide technology to empower people to work and live better. She loves teaching and coaching on UX and Usability engineering and engages in talks about UX at the University of Coimbra, for example.

Decision Support Systems and Autonomation. Tuesday, May 23 at 10:30 am EDT / 4:30 pm CET.

Autonomation (rather than just automation) is a Lean principle coupling human and machine intelligence, so that the outcome is beneficial intelligence. Autonomation reaches new levels in today’s day and age with the advent of big data, advanced analytics and machine learning. Collaborative filtering algorithms, recommendation engines, data visualization, visual programming and supervised machine learning are some current examples of the user interaction’s impact and network effects. In this context, the value of Human Factors Engineering’s people centered approach can be experienced with a new class of Decision Support Systems (DSS) that are set to shift HCI, Human-Computer-Interaction, practices to a game changing and immersive CNI, Collaborative-Network-Intelligence paradigm, a concept pioneered by LeanOps, which is this year’s recipient of Nokia’s First Prize for Product Innovation. The next generation DSS is conceived to make sophisticated operations effortless so that users can focus on tasks that add and create new value, as well as broadening the user base (and creating new markets) by democratizing the consumption of these technologies.

Passionate about innovation, Jose de Francisco‘s 20+ year experience purposely engaged in inter-disciplinary responsibilities in strategy, product management, research & development, marketing, strategic partnerships and project management in the high-tech industry. He leads Human Factors Engineering as a creative technologist for LeanOps at Nokia, has worked with Bell Labs on next generation platforms and holds several patents. Jose is a member of the Advisory Board at MIT’s Institute for Data Systems and Society (IDSS), served with the Advisory Boards of the Illinois Institute of Technology’s Entrepreneurship Center and the International Quality & Productivity Center’s Design Thinking Conference, and has participated in the Chicago Science Fair as a judge for Computer Science and Behavioral Sciences over the past five years. He is the recipient of an MBA in International Marketing and Finance from Chicago’s DePaul University as a Honeywell Europe Be Brilliant Scholar, holds a degree in Industrial Design from Massana Art & Design Center as an Epson Scholar, graduate degrees in Human Factors Engineering from BarcelonaTech and Business Studies from University College Dublin, as well as professional certificates in Leading Product Innovation from Harvard, Big Data & Social Analytics from MIT, Creating and Managing Strategic Alliances from Northwestern and Strategic Integration of Technology and Business Solutions from University of Chicago. He authored the Human Factors Engineering Manifesto and his endeavors can be followed on innovarista.org.

FreeForm UX – Modernizing a Framework to Improve User Experience. Tuesday, May 23 at 11:50 am EDT / 5:50 pm CET.

A&A, ION, & Fixed Network UX teams are collaborating to bring the Nokia Network Management portfolio together under a common Nokia user experience and brand. The new, improved, user experience is a React-based framework, called Freeform. Freeform is a common application framework that ensures that UI controls and patterns are similar across applications and portfolios of Nokia products. We want to always put our customers and end-users first and address customer concerns through our designs. FreeForm allows us to map directly to customer needs with the specific design principles of simplify, unify, visualize, flow and automate. For our customers, we want an application portfolio of powerful tools that assures that their network and services are up and running at optimal performance.

Glenda leads the User Experience Design team for the CSF UX Domain. In her role, she guides her team to harness their creativity and mobilize behind collaborative inspirations that translate into concrete design experiences that span multiple projects and products. Joining Nokia in 2015, Glenda brings more than 20 years of experience in user experience design, graphic design and brand ownership to the table. A strategic thinker, she understands the larger implications of her work. Glenda’s understanding of technology and design allows her to provide effective and educated design solutions that accomplish user’s goals and enhance their overall brand experience. She has held senior UX design and marketing communications roles at companies including security solution provider, SafeNet, talent management vendor, Halogen Software, and network monitoring and management start-up, N-able. Glenda holds a diploma in Graphic Design and a Certificate in Photography from St. Lawrence College. She enjoys traveling, sports, time with family and gardening.

Laura blends creativity and critical thinking into every facet of her work. She is a strong leader with a proven ability to motivate teams. She can transform abstract ideas into concrete product designs, based on customer values and user needs. She makes abstract concepts tangible by designing products that tell a story for end-users. Having joined Nokia in 2016, Laura brings more than 20+ years of User Experience and design to the Nokia NSM, IP Optical team. Today, Laura is responsible for a group of talented User Experience designers that specialize in visual, motion, and interaction design. Laura and her team design the powerful Network Management products that enable network assurance. Laura previously managed the Blackberry User Experience team that designed two Blackberry operating systems. She also worked to transition the UX for the Blackberry handsets to the Android platform. Laura studied Industrial Design at OCAD in Toronto, Canada. During her spare time, Laura loves to spend time with her family and three young children. She is an avid sailor, skier, gardener and painter.

Bringing customer and quality of experience to the next level. Wednesday, May 24 at 9:40 am EDT / 3:40 pm CET.

Rising mobile traffic, resilient cloud-oriented architecture, new services blends, and customers’ expectations are making service assurance more vital than ever. New technologies such as 5G, internet of things (IoT) and network function virtualization (NFV), are creating opportunities for new service revenues and cost optimization. These trends require operations, IT, care, and other groups to move to a real service-oriented way of managing quality and users experience. Establishing service-oriented processes and groups such as a Service Operations Center (SOC) are effective strategies to scale, automate, and discern proactively. Arguably, the move to a service-oriented approach is already well underway in the industry. However, several parallel trends are making this even more urgent. The capabilities of software-defined networking (SDN) and NFV will have a profound impact on service management and customer care. The orchestration capabilities of virtual networks will open up the possibility for a much more central role from the SOC using its analytical capabilities to automate many network supervisory operations. The evolution from network to service centric operations, upgrading these from reactive to proactive, is already a significant step forward in this regard. Capping this evolution with analytic capabilities is the icing that brings operations to the predictive realm, enabling CSPs to act on problems prior to their materialization, avoiding their impacts on end customers. This session addresses the usage of analytic methodologies based on time-series analysis for forecasting applied to capacity prediction and service problems anticipation.

Luis has over 12 years of experience in the telecommunications business, specifically in software development, ranging from Siemens, through NSN, to Nokia. Having started in the IPTV business with particular focus on content security and embedded 3rd party software, has been in the network and service operations business for over 8 years now where he has (co)led the development of the second generation of Nokia’s Service Quality Manager product and its practical implementation within the world’s first Service Operations Center (SOC) in Telecom Italia. Luis is married and the proud father of 7.

Impact of Telco Analytics on Everyday Lives. Wednesday, May 24 at 11:00 am EDT / 5:00 pm CET.

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Shelley Schlueter has worked for 20 years with technology across IT, telecommunications engineering, and programming to marketing, training and sales enablement. Experience working in large companies like Shell and Nokia down to smaller IT consulting firms and my own web design/programming services company. Currently leading Analytics Marketing team in Applications and Analytics division, creating collateral and messaging around our products and cross-portfolio solutions.

The following HFE Manifesto is open for comments.

Should you be interested in joining this effort as a contributor, please contact:

Jose.de_Francisco_Lopez@nokia.com

HFE MANIFESTOHUMAN FACTORS ENGINEERING

NOKIA CLOUD INNOVATION CENTER NAPERVILLE, IL APRIL19 2017

The art & science of systems, software and hardware engineering to make tech human

Pictures: Nokia

We all leverage and interface with a number of technologies that are both shaping and being defined by our cultures. This is a far reaching feedback loop, which has been accelerated by widespread digitalization and is magnified in hyperconnected societies.

Ubiquitous cloud and distributed computing, intelligent systems powered by advanced analytics, robotics, connected day-to-day objects and sensor networks, mixed reality and multimedia applications, on demand services and mobile experiences… a new wave of innovations have raised our expectations on how we can better pursue personal interests, interact with our surroundings and, most importantly, engage one another and our communities.

Let’s gear up for a future of unbounded possibilities.

Ever-present technology

Pictures: Nokia

Low and high tech, legacy systems and the rapid diffusion of innovations have becomeforever-present in our lives. Technology’s nature entails pervasive changes, whichgenerate uncertainty and familiar anxieties.

Note that a number of today’s concerns have already been faced by past generations athistorical inflection points. It pays to capture lessons learned and to assess howsocieties manage to move forward with an understanding of the differences at eachcycle.

This time around, there are renewed worries about technological singularities and thedegree to which they will inflict pain and traumatic disruptions to humankind. Today’sdebate highlights topics such as: automation making inroads in new areas, earnest skillsrendered obsolete, malicious hacking, privacy management, and a full gamut ofvulnerabilities, discontinuities, changing behaviors and culture clashes.

A reality check unveils that individuals, groups and communities are frequently impactedby a wide range of unpleasant and harmful deficiencies embedded in the products andservices that we consume and the tools and systems work with. We all relate to theseissues: a piecemeal of incidents, including health and safety hazards, undermine ourstate of mind, wellbeing and quality of life.

Many happen to be caused by technologies that display blatant disregard, scant andtoken approaches to Human Factors. Suboptimal designs and blindsiding engineeringprowess are culprits. Moreover, a perverse psyche develops when blaming users forerrors and issues that could have been prevented from the onset in the design process.This also manifests itself in the form of public ridicule and self-inflicted perceptions ofpersonal inadequacy, which betray technology’s reason for being.

Have you ever felt technology challenged? It should not be hard to agree on the needfor removing ill conceived complexity by addressing Human Factors, and to do so withpassion, rigor, and in everyone’s best interest.

Reality check

Pictures: Nokia

1. We believe in fostering and augmenting the human possibilities of technology by innovating with people centered engineering.

2. This is a holistic interdisciplinary science and end-to-end systems engineering practice devoted to design, develop, implement and evolve “value based solutions” that humanize methods, processes, tasks, tools and environments throughout their lifecycles.

3. We make technology human and “Experiencing Quality” is our signature delivery.

4. HFE’s solutions are characterized by elegant simplicity and sophistication: our profession’s art and collective expression.

What is Human Factors Engineering (HFE) all about?

Pictures: Nokia

5. You are. We are all users of technology: good ideas and ingenuity surface anytime and anywhere from any of us.

6. Sustaining serial success is best achieved when: a) Human Factors Engineering (HFE) is set up as a

professional practice.

b) The HFE team is actively engaged at the front-end of a project to help define success factors, set goal directed engineering and pave the path for iterative development.

c) HFE remains engaged during products and services’ lifecycles to address continued improvements and incremental innovation.

7. This is the job of cross-functional and interdisciplinary teams involving the collaboration of domain experts and creative technologists who work across fields and at the intersection of disciplines.

8. As Bell Lab’s John Karlin, HFE pioneer, used to put it: ”we come at it from both angles” by actively involving stakeholders in participatory design and by gathering usage feedback & analytics, while leveraging professional skills, deep expertise and best practices across projects and industries.

9. Our relentless drive to deliver adaptive technologies should conform to Human Diversity and strive for ease of customization versus. just focusing on average proto-personas.Outliers and extreme users are part of an all inclusive methodology that unveils use cases making a difference in people’s lives. Many of them happen to be ahead of mainstream expectations and double as breakthrough innovations for everyone.

What is Human Factors Engineering (HFE) about?

Who is involved?

Who is involved?

Pictures: Nokia

10. By understanding information, human cognition, affects and behaviors: how they are generated, transmitted, interlaced, consumed, shared, evolved, and the cybernetics behind the overall sense making experience.

11. Human dynamics calls for:

(a) Identifying stakeholders and their roles, interests, behaviors and interactions.

(b) Analyzing stated and hidden jobs, journeys, workflows and tasks.

(c) Synthesizing, though not limited to, cognitive, biomechanical, behavioral and environmental implications.

(d) All assessed in context, on a use case basis, throughout complete lifecycles and accounting for network effects.

12. Human systems integration distills how users’ skills and interactions add and create value so that we can set requirements for: information & decision support systems, controls and assisted automation, adaptability and programmability, as well as the definition of form factors and the properties and behavior of user interfaces.

13. Autonomation, rather than just automation, is the Lean principle coupling human and machine intelligence in collaborative environments. The result is beneficial intelligence.In this day and age, Human-Computer-Interaction (HCI) is comprised of both human networks and machine networks. The paradigm has, hence, shifted from conventional HCI to Communities-Networks-Interaction (CNI), which is subjected to role, policy and skill based human override.

14. Iterative methodologies such as Design Thinking and Agile, jointly with Data Science and Lean Six Sigma are worth adapting and interweaving in HFE’s toolset.

15. Continuous improvement is imperative throughout what we do and what we deliver.

How are we getting our dream job done?

“There’s huge value in getting it right. We should shift the goal of AI from creating pure undirected artificial intelligence to creating beneficial intelligence.”

Stephen HawkingDirector of Research at the Centre for Theoretical CosmologyUniversity of Cambridge

Nokia & Wired Magazine’s #MakeTechHuman The Bodleian LibrariesWikimedia Commons

Picture: Nokia

16. QUALITY: Value based user-friendly solutions where quality is experienced as:a) positive human affectsb) meaningful utilityc) consumability and ease of used) efficient simplicity without shortchanging effective sophistication.

17. TIME-TO-MARKET: Designing for frictionless adoption and pleasant experiences removes barriers and leads to faster diffusion of innovations in consumer, business and public and non-for-profit sectors.

18. GROWTH: Democratizing technology:a) broadens the user base beyond early adoptersb) generates network effects which elevate valuec) leads to self-service opportunitiesd) promotes new applications of the underlying ecosystem.

19. COST EFFICIENCIES: Humanized and adaptive technologies prompt shorter learning curves: a) training and human error costs are downb) wasteful (non-value-add) efforts are eliminatedc) time and resources are freed up for value based activities.

20. PRODUCTIVITY: Effective and efficient Human-Machine-Systems set the standard for capability, performance, capacity, reliability, assurance and serviceability levels, all key to operational excellence in the workplace.

HFE’s outcomes and impact?

Pictures: Nokia

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NOKIA Bell Labs

2017

NOKIA Cloud Innovation Center

Pictures: Nokia

Should you be interested in providing comments and/or contributing to the HFE Manifesto, please contact:

Jose de Francisco, Design Director- Human Factors EngineeringInnovation & Realization / Solutions & Partners UnitNOKIA Applications & Analytics Group

Cloud Innovation Center2000 W. Lucent LaneNaperville, IL 60563United States

Jose.de_Francisco_Lopez@NOKIA.com

HUMAN FACTORS ENGINEERING (HFE) MANIFESTOThe art & science of systems, software and hardware engineering to make tech human