A new approach to conceive user focused services

A new approach to conceive user focused services and solutions Antônio Carlos Fernandes Nunes Brazilian National Research and Educational Network (RNP) 13/06/2018

Summary • Introduction • Expanding the scope of the RNP (a strategic vision) • Initiative for Dissemination of Services and Solutions for Science in Postgraduate Programs (PPGs) ‐ Pilot Project

Introduction

About the RNP • Non‐profit Social Organization created by the scientific community started in 1989. • Currently integrates: ‐ 600 institutions with 1, 500 university campuses, public institutes, research units, museums and university hospitals: ü 4 million students and teachers ü More than 4, 000 postgraduate programs ü large science projects, thematic networks • Maintained by an Interministerial Program composed of 5 ministries: ‐ ‐ MCTIC (C & TI, Communications), MEC (Education) MINC (Culture), MS (Health), MD (Defense)

The network infrastructure (Ipê Network) • Brazil has 8, 516, 000 km² and 207, 7 million people; • RNP has Points of Presence (Po. Ps) in all units of the federation; 100 Gb/s • Links of Gb/s capacity; • Aggregate capacity: 601 Gb/s; • International capacity: 149 Gb/s; • 37 metropolitan education and research networks; • Integrated with the global infrastructure of education and research. Source: https: //www. rnp. br/servicos/conectividade/rede‐ipe

The Challenge in Brazil – thinking only in Postgraduate • 4, 177 Postgraduate programs recognized by CAPES (Brazilian Federal Agency for Support and Assessment of Postgraduate Education from the Ministry of Education) • 72, 482 teachers and 346, 044 students • Needs: • • Remote collaboration in research activities; Remote access for operation of sensors and equipment; Handling large volumes of data; . . . • Benefits: • Optimization of communication and distance collaboration in Post. Graduate Programs; • Promotion of national and international integration of Post. Graduate Programs with academic networks in other countries; • Increased scientific production through the use of technologies and services; • Significant advances in scientific research and the quality of higher education; • Increased synergy of governmental investments for ICT infrastructure and applications in support of higher education and research.

Expanding the scope of the RNP

Challenges and opportunities for the 2018 -2022 cycle Deliver a portfolio of innovative cloud services and solutions, customer‐focused and with companies Deploy the e‐Science Support Center Expand the capacity of Ipê network and consolidate its internalization and global integration Act to modernize campuses cyberinfrastructure Building new institutions of Po. Ps and Community Networks in the RNP System Develop people for new critical skills Create ICT professional and support services relevant to our customers Offering advanced cyberinfrastructure as a platform for innovation to companies and startups Establish non‐face‐to‐ face training with quality and coverage Deepening the partnership with States and Municipalities Develop the Corporate Associate Model Increase revenues and funding with (private) resources leveraged by the fomentation

Challenges and opportunities for the 2018 -2022 cycle Deliver a portfolio of innovative cloud services and solutions, customer‐focused and with companies Expand the capacity of Ipê network and consolidate its internalization and global integration Create ICT professional and support services relevant to our customers Act to modernize campuses cyberinfrastructure

Initiative for Dissemination of Services and Solutions for Science in Postgraduate Programs (PPGs) ‐ Pilot Project

The Pilot Project Objective: To meet the needs and technological demands of teachers, students / researchers and work in partnership with institutions to co-create, implement and promote new ICT services and solutions for Postgraduate Programs (aka PPGs). Sponsorship: Started in: August 2017. (Brazilian Federal Agency for Support and Assessment of Postgraduate Education from the Ministry of Education)

3 Public Universities

6 Postgraduate Programs _ Economy _ Electronic Systems and Automation Engineering _ Computer Science _ Applied Immunology and Parasitology _ Geography _ Sociology

Design Thinking Approach • Design Thinking: A human‐centered approach that speeds innovation and solves complex problems; • Values: Empathy, collaboration and experimentation; • Phases: Immersion, Co‐creation, Prototyping and Testing; • Diverge and converge to innovate! Iterations

Design Thinking Approach + Agile Methodology + MVP Minimum Viable Product multidisciplinary project teams end user involvement agile methodolo gy

Work Plan Phase 01: Immersion Phase 02: Design Sprint Planning understand 4 weeks ideation prototyping test diverge and understand prototyping validate Phase 03: Implementation

Phase I – Immersion: results • 6 Postgraduate Programs • 3 Public Universities • 76 People involved • 52 In-depth interviews: • RNP, CAPES, Students, Teachers, IT Managers, Pro‐Rectors, Administrative Teams Research Tools: • Documentary Research • Generative Sessions • Deep Interviews • Shadow

Phase I – Immersion: results - insights Unknowledge of RNP (NREN) by end users Personal versus professional: join or fragment Confidence in brand service efficiency is fundamental Demand for platform integration Stay with what already works versus adhere to what is safer The argument that "the offers of RNP (NREN) is safer" is not perceived Lack of usability drives the end user away Need to exchange knowledge between departments and universities IT Manager: ally or obstacle Who screams louder has more resources

Phase I – Immersion: results - archetypes BASIC Postgraduate student HIGH TECH Postgraduate student ARTICULADOR PPGs Coordinator DISSEMINATOR PPGs Teacher and Researcher CATALYZER IT Manager

Phase I – Immersion: results – guiding criteria User and customer focus Clear value offer for all players New offers should be designed from the real, obvious or latent needs of both those on the cutting edge and the contractors. The entire ecosystem - end user, IT manager and other stakeholders - needs to realize value in NREN services and solutions. Scalability and sustainability Communication and dissemination Application in several Pos. Graduate Programs in Brazil in a perennial and sustainable way, without burdening NREN or the IT manager. A new assertive and effective communication strategy must be linked to new offers. Simplicity and usability Services should be simple and userfriendly.

Phase II – Design Sprints Day 1 Map Day 2 Create and Decide Day 3 Protype Day 4 Test Day 5 Prioritize • 1º Sprint: 25/09/2017 a 29/09/2017 • 2º Sprint: 06/10/2017 a 10/10/2017 • 3º Sprint: 18/12/2017 a 21/12/2017 • 90 people involved

Phase II – Design Sprints: results

Phase II – Design Sprints: selected results Integrated Platform (Practical) Platform with federated access that aims to integrate information, products, services, academic social network and purchases via marketplace. Scientific Marketplace It aims to connect supply and demand, consisting of a marketplace to optimize and make research resources more accessible. Dashboard for PPGs Coordinators (Plumb) Support platform for the management of PPGs that aims to support coordinators in resource management and decision making. Meeting / remote board Communication and collaboration platform that offers an easy experience for remote board, webinars, meetings with capacity to serve the entire universe of PPGs.

Phase III – Implementation: objective Ensure the implementation of the 4 defined solutions prioritized in the Design Sprints phase from a new approach – using agile and user-centered work. Final delivery: MVPs tested and iterated with end users.

Phase III – Implementation: execution • Communication and Business Model Workshops; • Creation of schedule and establishment of delivery dates; • Field research; • Consolidation of field findings; • Refinement of MVPs. ü ü 04 solutions cocreated 35 squad members 116 people interviewed 90 new insights generated

Integrated Plataform (Pr@tico) + Cloud Marketplace _ services and products for immediate use _ research social network _ user identification and profile (student / teacher / coordinator, institution, course) _ offers from the marketplace _ access to other research platforms with integrated federated access (authentication performed only once)

Cloud Computing needs (ICT + scientific) Business & Use Policy Model G O V E R N A N C E Scientific Corporate IT National Platforms Digital Collections Cloud Service Broker ACCESS TO CLOUD PORTAL RNP/ Academia Global Cloud Service Providers Hybrid - Community - Federated User Profile & Financing Custom/Local Cloud Providers Iaa. S – Paa. S - Saa. S Architecture / Infrastructure

Phase III – Implementation sprints March Sprint 1 (Investigation) Sprint 2 (Field data analysis) Sprint 3 (consolidation of concept) Sprint 4 (MVP Construction) Sprint 5 (Field testing and finalization) Sprint 6 (Monitoring the implementation by the consulting) April May June July August

Some challenges raised and under analysis • Adequate campus network is critical in the offerings and use of services: • How to work together with IT managers and their teams? • How to work with the Departments and Coordinators of PPGs? • In what kind of activities can the NREN help? • Federated Login (CAFe) is currently insufficient to identify the user profile: • Current CAFe attributes are insufficient for user profile identification; • Institutional e‐mail as a possible obstacle; • Review and analysis of other alternatives added to Federated Login (CAFe). • Cloud offers are critical to the intended scale: • NREN and partners offers in the Marketplace (cloud computing and other offers). • Communication and continuous dissemination of offers: • Identification of key actors, new processes and actions. • Scalability and sustainability in time ‐ Business Model.

Thanks • Sponsorship: • The other authors: • Carolina Thaines Moreira de Souza • Claudio Fabricio de Assis Lourenço da Silva • RNP’s team and all participants in universities.

A final message “We design for, with, and by the people experiencing the problem or the need. ” “Value is in reality experienced or perceived by the people using our solution. We can't 'embed' value. ” Source: https: //www. linkedin. com/pulse/co-creation-go-to-market-ed-ceballos/

Thank you! Antônio Carlos Fernandes Nunes Solutions Deputy Director antonio@rnp. br