Health education, recruitment, social media, BYOD: the key to all of these is that every case is somewhat different, or even unique.
Many of the current problems in information-management for health and the like have been shown to arise from an over reliance on IT alone, often trapping users and clients in seemingly endless cycles of frustration and wasteful 'failure-demand'. In moving towards design and implementation of more effective and reliable information-systems, this session also explores how to identify what can and can't be managed by IT-only systems, and how and why to design for seamless switching between IT-based and human-based service-delivery.
Techniques discussed include customer-journey mapping, 'outside-in' service-modelling, and context-mapping with the SCAN sense-making framework. These principles and techniques can be applied to most forms of architecture, including enterprise-architecture, business-architecture, application-architecture, software-architecture and IT-systems architecture.
There'll always be something that doesn't fit our expectations so we need to design for that fact, not pretend that it doesn't exist. - Good IT is crucial, yet never enough on its own - we need to design for the whole service, not just the IT-based components of a service. We need always to start from the perspective of the customer's experience not solely from whatever is easiest for us to implement.
Tom Graves has been an independent consultant for more than three decades, in business transformation, enterprise architecture, knowledge management and systems development. His clients in Europe, Australasia and the Americas cover a broad range of industries including banking, healthcare, utilities, manufacturing, logistics, engineering, media, aviation, telecoms, research, defence and government. He has a special interest in architecture that integrate IT based and non-IT based services. A