 So I'm Prashant from Minority Technologies, working as an User Experience Designer. I think I'm the youngest speaker here, with three years of experience, so basically. I'll be talking about how to bridge the gap between the business and technology with the help of UX. So first, we'll be talking about the technology, and then I'll be giving you a design story, and we'll talk more about the story. So what technology we are taking here is the Internet of Things. So basically, we'll start with the powerful quote by Ian Godwin. So he said that he actually compares Internet of Things with electricity. He says, the same amount of transformation, the electricity gap to the world will be given by the Internet of Things for the life and the work. So that kind of a technology is Internet of Things, and how we are actually using it is what we are going to see. So basically, we'll start with the myth. So this actually is not Internet of Things. You're just connecting billions of devices together, it's not called Internet of Things. What actually Internet of Things is those connected devices, they form ecosystem of intelligent systems, and then they do things themselves or they automate things. So that is how Internet of Things basically work. So we'll make that very clear before we go into the presentation. So I just wanted to make sure how powerful IoT is. So we have some interesting mind-blowing numbers of IoT by Accenture Research Company. So they say that by 2020, 30 billion of devices will be connected to each other, and then 189 startups are already working on IoT and the use cases corresponding to the IODs. Then the economic gain is phenomenal. It's like 7.1 trillion will be added to the US economy, and then 1.8 trillion will be for the China economy, and then the whole global economy will be increased by 14.2 trillion. So are you all convinced with these numbers like this is going to be the phenomenal technology? Yes? Or do we have any other thought like this may not? Okay, great. So what are we doing with this disruptive technology? So what the businesses are doing with this technology? Why aren't we not seeing much of Internet of Things in businesses? So this is the key question. The main use case we all know is smart homes. Smart homes by Samsung or smart homes by Philips. This is the only Internet of Things use case that we have come across in our whole life. So we actually use this phenomenal technology for just adjusting your air conditioner temperature or stabilizing your room, locking the doors. So this is the whole use case we have been using through. But if you see these kind of numbers, that use case is not going to match these numbers. So what is the problem with the business? So when we see 84% of the companies that we actually studied are okay to implement the Internet of Things in their business model. And then they wanted to do it. But the industry reality is just 7% of the companies, 7% of the businesses, industries or the organizations are actually having a strategic plan to implement Internet of Things. So do you see there is a large gap, the 84% and the 7%, it is a very vast gap. The only reason is they do not have a strategic plan, they do not have any use cases or they haven't had any exposure to Internet of Things. So let's quickly see some examples of how these 7% of companies are using effectively the IoT. So the first one is the automobiles. So this company, Tim Armstrong, this guy is the CEO of AOL. So he says that your cars will be having sensors that will be automatically sending the data of your car's health to the service centers, which will be captured by the service centers. So one day if your car has had to be changed oil or you have to give it for the service, the crew will automatically come to your home and then they fix it and then they go. So you don't need to go to your service stations. So the next one will be the consumer goods, where these refrigerators will be having sensors that will be sensing the products that are inside your refrigerators. So whenever it runs out of stock, it automatically contacts your nearest grocery store and then they place the order. Industries, so industries, this guy called Marathon oil refineries, they actually use these sensors in the hats of employees. And then they detect the smart, the poisonous gases. And then they alert the employees when it is an emergency. And the employees can also use the panic button to evacuate the building if there is some disaster there. The next one will be information technology. I think almost everybody are from the IT background, right? So we haven't used IoT anywhere. So but this company, Fang Digital, they use if this, then that technology in their business. So I'm sure everybody knows what is if this, then that, right? So you basically can set rules between applications and make it work for you. So what they have done is they have used this technology to collect the tweets that the clients are posting that is relevant to their company. And then they seize the opportunity and reach the clients, as simple as that. Agriculture, we had no idea how agriculture will be utilizing internet of things. But basically this company, Monsato, what they do is they collect data from the soil, like how fertile the soil is, what is the monsoon time? So what is the crop yield? At what time, what crop should be planted for good yield? And then they give it to the farmers of Germany so that they get the best out of the yields. So these are some quick examples and then what will be the impact? So these 7% of the companies who are already using, they have said that it drives revenue growth, it improves operational efficiency, it enhances employee safety, customer experience. And then it automates the monotonous work done by the users. So much of impact IOT is basically giving in the business, but still, only 7% are using it. So that is all about the technology, we don't want to waste much time. So let's quickly move to the story. So this story is about a 200 year old financial firm in the world. So why we are taking this big financial firm as an example or as a pioneer in this field is that any startup or any mid-size company can easily get into a new technology. They don't have a bigger client base, they don't have a larger revenue system. They don't have a problem in changing the business model. But this company is 200 year old financial firm that is almost managing 1.7 trillion assets under custody, which is way more than the total Indian GDP. So what this story is about the UX team and the technology team who brought in the IOT and then how they brought in the revenue to the company. So a group of IOT, I mean a group of UX people and technology guys were assembled and then they were given a task. So the task was very simple. It was to improve the client experience and the employee experience of the company. And there was a small disclaimer. It should not change any business model or product or service. So they should not be touching anything because they have a larger client base, like millions of users across 100 plus countries. So that is the disclaimer they had. So these guys, a group of UX and the technology guys, they started analyzing what places can contribute to the improvement of this experience. And then the top one was the time taken for resolving the private incidents. I'm sure everybody are aware of what private incidents are in the company, right? So private incidents are like very critical incidents that are raised in your system, I mean in your service or a product that would give massive impact to your clients and your revenue. So this has to be solved by the company within five years of stipulated time. So as soon as the issue raises, the company or the technology team has to solve it within five years to avoid any impact by the client to the clients or the revenue, yeah. So and then this was the main thing that this company was lagging. Because the average time it should take is five and then but the company is actually taking eight hours for the private incidents to get solved and it has not decreased for the past ten years. So that was one potential thing which can be improved. So this was found by the UX team of this company and then what they did was they tried to analyze the root cause for this problem and then they found two use cases where this can be solved. So let's go to the use case now, so this was the first use case. So the actual problem was people were not checking their mails or they were away from the disk. So whenever the incidents are raised and then whenever the mails are sent to the teams to solve, people are away from the disk. So they were in the breakout areas or they were chatting or they'd not check the mails. So this is the basic problem or the basic root cause for that not decreasing in the time of resolving. So anybody want to take a guess of how the company approached this. I gave you the technology so that very simple solution. You might get an alert on your mobile. See, exactly, so very, very simple thing. So what they did was, this was the initiative that was done in the company. Internet of business things. That's just a fancy name for Internet of Things. What they did was they actually tried to collect all the business related things that can be connected to the network. Say IP phones, servers, database, outlook emails, applications, internal applications, blackberry phones, so everything. So they started collecting everything and then they started creating smart systems that and then connect them logically. So this was the initiative done. So the solution was they connected the incident systems, IP lights and phones. So whenever a new incident was raised to the company with a prior one, the lights on the floor will be glowed. If it's a prior one, the red light and the prior two, it will be number. And the prior three will be in green. And then the same information of the incidents will be sent to the clients in their mobile phones also. So wherever you are, you've got to hurry back to your desk and then start working on this incident. This enhanced the customer experience. So do you think this actually would have decreased the time taken for resolving the incident? There was actually a phenomenal decrease. It decreased from eight hours to 5.5 hours in just six months. So this was just a very small connection between three objects and the result was just amazing. The second one was when people are in a hurry to solve the incidents, they were finding some difficulties in joining the calls. They have the bridge calls where you have to dial a 12-digit number and then a passcode of five digits. And then people are getting pissed off. If one number is wrong, you have to dial the whole number again. So this was a crucial problem they faced. So any idea how they solved this problem? Any wild guesses? It also could be a solution. But what they did was, they actually took the information from IP phones and the Outlook meetings. So every time you have an Outlook meeting, your dial-in numbers will automatically be pushed to your IP phones and your mobile phones. So wherever you are, you can just have a one click and then get into the call and start resolving the issues. So it was very simple for them. It enhanced the employee experience to a larger extent. So this was the second use case. And then third one. So there were employees who were doing monotonous Excel works or data entry works where every time they need to, every day they come, they enter something and they have to take screenshots and send it to the clients about the account details as it is a financial firm. So that was one thing that was frustrating and that was actually decreasing the productivity of the employees for these kind of simple works. So this was actually solved by a simple option of IFTTT. But this IFTTT was done for the internal applications for the employees. So employees can set rules between internal applications. So the employees can set rules like every day, Monday, morning, submit by time sheet. That's all. So I don't have to go and fill my time sheet to automatically submit the time sheet as per your projects. And bots, bots are like virtual robots, like process automations where we need to automate anything. You just can give a step of things that has to be automated, it automatically does it. So it is as simple as that. And then the company is also working on capabilities for robotics in financial markets. So what are they doing is they're trying to replace advisors into robots where robots will be giving investors some advices about how to invest in the company. So seeing all these things, so do you think this actually would have impacted the business or the client experience, yeah? Okay, so seeing these are very, very simple use cases, very small connectivities between the IP, lies in the IP phones. But the results are phenomenal. If you see the client satisfaction results of the company, it went from 91 to 97 in just six months. 89 to 94 said that no, would recommend the company. And then innovative solutions went up to 90%. Client expectations was 99, it was the top, top of the company have never achieved it. And then strategic partnership was 92, and then better than the competitors was 68. So this was the phenomenal result the company achieved with these small implementations of this whole technology. So what is the take for the UX people here? This is the, I think is the major part we have to cover. Yeah, so, okay. So this is what the UX is, I have to think about. Basically, we need to identify the root cause and then match it with the technology. It's not like, no, I have a technology where I can connect a phone and a light, do you have a use case? So it cannot happen that way, right? So it was the whole initiative of the UX people where now they found the root cause, they found what is the exact thing that has to be done. And then the technical team came inside and they implemented what has to be done. So this is the takeaway for the UX people here, how to bridge the gap between the business and the technology through UX. So the more we connected, the better it got. Any questions? I expect one question from the whole audience here. Which company did this? Nobody wanted to know? Yeah, I'm done with this here.