Entry #3 – Information-As-A-Service Design
Company Name: Huawei
Name of Submitter: Sherry (Zhang Xuemei)
Email Address: firstname.lastname@example.org
Our Information-As-A-Service Design practice improved customers’ documentation-based task completion ratio by 300%, by providing customers with the right and only information and anywhere and anytime access to the information.
2. Customer Focus:
Our Information-As-A-Service Design practice is triggered by a real customer-site accident that occurred due to missing access to related information. (This story is illustrated in Page 2 of my PPT.)
We produced a new information design methodology: Information-As-A-Service Design, which can be easily used in other projects or by other organizations. It directs information designers and developers to focus on the entire user-information-experience process (access–>use–>interaction), instead of only information contents.
We innovatively incorporates the user-experience key elements (ROADS, as explained in page 6 of my PPT) into information design. In our Information-As-A-Service practice, we enabled users one-step access to what they want by only a QR code scanning.
5. Transformational Value:
Huawei’s PSST presidents recognize our Information-As-A-Service Design practice as a high-valued innovation, which allows our product customers to obtain information or tools for completing their equipment-room tasks with only a need to scan a QR code.
In our Information-As-A-Service Design practice, we reorganized the information design team, with some designers dedicated to IAAS design work.
We integrated our Information-As-A-Service Design produces into the formal criteria for estimating Huawei IT-product-line professional customer service.