Imagine IoT PROTOYPE CHALLENGE

Transcription

1 How to use IoT to make life better by Tristan Rolstad and Lars H. Ringvold Imagine IoT PROTOYPE CHALLENGE Story Introduction We dedicate our time to explore the optimal way to digitalize the 5. largest commune in Norway, called Bærum located west of Oslo. Bærum kommune, has roughly inhabitants, some employees and spends roughly 1 billion EUR a year serving the inhabitants and other stakeholders. The medium-term challenge is like most of western Europe, the need of the inhabitants will by far outgrow the projected tax income. Thus, new ways to solve the challenges is needed. The wider term digitalization is associated with the highest expectations in regards to improved services and bringing cost to serve down. We have enjoyed the three first weeks of teaching and have in spite of the suggestion to submit the Prototype assignment individually, decided to do the work together. Our professional outcome will be better and we will be better positioned to convince our internal stakeholders as well as politicians that IoT will be an unavoidable and value creating part of the future. We do foresee that almost any of the roughly 400 services produced by the commune will be candidate for IoT, indeed some services already have embedded IoT elements. The main challenge we observe is the apparent lack of integration between the commercial available IoT devices or solutions. In our opinion the risk going forward is fragmentation, exploding cost of ownership and difficulties realizing benefits from an unstructured portfolio of IoT devises and solutions. The OpenSAP IoT training has inspired us and gives good hope that the risk listed above can be handled by the approach, the methodology and tools we have be acquainted to. The costliest area of public services is care, elderly care as well as various kinds of disability. The average user (as we call the elderly person or disabled person) is served by two employees, the maximum is 10 employees needed per user for the most difficult cases. Thus, if IoT solutions can keep inhabitants at home longer than today, the benefits for the taxpayers as well as the inhabitant is huge in average saving one employees per extra half year staying at home rather than becoming a user in an elderly home. Presenting the scene The scene is synthetic, invented personas and represent a dream we hope to realize within soon. Therefore, our case is the daily life of Trine B. Rum (79) living alone in her villa after her husband recently died. Trine has some health issues and are sometime afraid implications of unforeseen accidents or incidents. As most elderly, she doesn t want to open her home for persons she doesn t know. Trines son, Per B. Rum, lives within 5 km and do care for his mother, but is fully occupied with

2 his family and work. Trina and Per have agreed that he should be as informed as possible regarding her health, daily situation and the services she receives. The case is about a normal day in the life of Trine when she gets the weekly service call by one of the employees of the commune. We have named the employee Hilde H. Jemmehjelp. Hilde is part of a service team with a leader, Bjarne B. Oss. Bjarne needs supervise and analyze the team s performance as well as offer each of them relevant and instant support or advice how to handle unexpected situations at site. The set-up and what IoT we have imagined Trine (the 79-year-old user) do carry a wearable devise (like an iwatch plus) than can measure and transmit health status information, minimum pulse, blood pressure, O2 level and accelerometer to enable information regarding posture or fall. This device send regular update to the central electronic journal. Beside the bed Trine has device that can sense and transmit status regarding sleep and anomalies during sleep. On the floor beside the bed there is a device that can distinguish between standing, walking and falling this to be used to provide data for determining normal patterns and thus, enable alarm in case of not normal events. In her kitchen Trine has several IoT devices. Most important for her health, the automatic dispenser for medicine. The device will automatically present the correct medication at the correct time for Trine. This device does send correctly timed information to her wearable asking her to take the medication. The device does also send information to the central electronic journal and record the medicine handed out (and hopefully taken). Furthermore, her refrigerator is equipped like the most sophisticated soft drink vending machines and sense the consumption of the various products taken. The refrigerator feeds the need to the grocery supplier of Bærum kommune and enables them to propose the next shopping list for Trine, to copy the previous week, accept proposals or add whatever she would like. The stove will sense when and how is used. The data will be transferred to the central electronic journal and become a part of earlier mentioned normal pattern again to enable alarms if not normal events should occur. Trines toilet has sensors that will analyze what it receives and inform her as well as send relevant data to the central journal system. The entrance hall of the house is equipped with a beacon that will sense movement. The front door has a wireless electronic lock system (by the way the same we foresee at any door where the commune needs access, being offices, schools, elderly homes, sports facilities, etc.) that can be activated by one-time allocated access rights. The logical function shall be; when Hilde approaches Trine s house, an automatic message will be sent to Trine confirming what she already has seen on her daily schedule the visit and that the person coming is Hilde, her mini CV and a short hello video. When Hilde is outside the door, it unlocks automatically. Coming inside the beacon sense her presence and sends information to the central system in such a way that her arrival is registered, her leader Bjarne can see on his dashboard that one more employee is now on active duty and finally verify that Hilde is at the correct location and with the appropriate authorization to perform her tasks. This logic does then not require Trine to leave the living room to physically open the door and expose herself to any visitor as a normal doorbell would require.

3 Now, Hilde is well inside and can perform her planned tasks as they are displayed on her device. Tasks include restocking the medicine dispenser with the already prepared medicine she got when starting out from the service hub the same morning. Verifying the status or stock take of groceries, etc. From time to time Trine ask Hilde to do tasks not planned. One day she asked to move the sofa. Hilde is well trained to follow best practice in everything she does, so then she consults how to handle the request on her device. Per best practice, such an operation required two persons. Thus, she creates a work order on her device for another team to perform at a late stage. She could have contacted her boss, Bjarne, with a message or conversations. Before the visit is over and per best practice, Hilde makes a selfie with Trine to document her wellbeing and the fact that Hilde was present. Finally, Trine is asked to choose on a scale from bad to good expressing her satisfaction. What happens in outside Trine s house? Per, Trine s son, will be given a short information including the selfie documenting the visit and the performed work. Furthermore, a link to the central journal system where he can find all the details. Just for reader to be reassured, the central system is well equipped with mechanism for consent so that any inhabitant can decide in accurate details how my data can be used, reused, logging any use, etc. May be one day we will see a private shared ledger based on blockchain technology handling this? Bjarne, Hilde s boss, will have event streams from all his team members. He will be able to analyze and plan better for coming days and events more and more using Big Data and probably SAP/HANA in memory database. Furthermore, he can deploy Hilde or others to visit another person who experienced an acute event requiring a visit within minutes. Bjarne s boss will aggregate at the next level, etc. Bjarne could in case of an alarm by a another user near Trine, reroute Hilde to handle the incident before returning to Trine to complete the tasks. 1:1 outside-in As mentioned earlier, one huge challenge when imagining the future with IoT all over will be to ensure simplicity and real benefit or value for money. We do believe the only way is to rethink the traditional approach per service with the implicit inside-out view. With IoT all over and following this logic, we foresee a future of almost incommensurable complexity, cost and probably diminishing benefit of each new device/solution. We therefore, believe that companies as well as public services needs to restructure the decision logic as well as the organizational structure to enable the successful implementation of IoT as well as automated processes, reuse of best practice, work processes and data to maximize value creation. We wish for a future where IoT and other technologies will be like Lego brick where we can put them together as we need color, size, quantity! This assumption will strongly impact the total framework and details in the proposal we hereby submit.

4 Personas Trine B. Rum Retiree, living alone at home with health problems Occupied with her family, especially her only son Per, like to continue living if possible in her longtime home, even if it implies challenges and extensive use of technology About Widow 79 years, son Per (49) Lives alone, dependent of care and service to manage Occupied with her family Open minded for technology, if they are intuitive to use and offer value Has agreed with Per and the commune to share status and data related to her wellbeing and health Responsibilities Goals Care for herself as far as possible Wish for a good future for family Stay at home if possible Be as independent as possible Needs Pain points Spend time with family Welcome service providers from the commune and grocery to manage day-to-day Afraid of unexpected incidents, falling, forgetting anything from taking medicine, correct use for the stove, unwanted visitors at the door, etc. Hilde H. Jemmehjelp Service worker/home nurse Occupied with taking care of others at work and at home. Occupied with following best practice and openminded to new technology that improves her day and quality of work About 41 years, married to Ole, daughter Kari (5) and son Terje (2) Work full hours despite small children, needs effective and efficient days More occupied with results of technology than technology itself Responsibilities Professional care and home nursing Family Needs Spend time with family Efficient and effective days Be a trusted person Per B. Rum HR manager, Bank in Oslo Occupied with his family, prefers harmony and avoids conflicts About Goals Wish for a good future for family Efficient and effective days Pain points Being accused of not have performed tasks done Wasting time 49 years, married to Anne, daughter Lise (15) and son Ola (12) Mother (79) Trine lives alone in her home, father recently passed away, Per is her only child Enjoys being at home More occupied with effect of technology than technology Responsibilities HR responsible Shares home duties 50/50 with Anne Only child of his mother Needs Spend time with family Know that his mother is doing well, manage Information he can trust Goals Wish for a good future for their kids and wife Wish to be a good leader Wish to spend time with family and friends Pain points Too little time to be with and care for his mother Cold technology People in a hurry

5 Actions Mindset Expecting the weekly service call of Hilde I m looking forwards to the visit User Experience Journey (Trines perspective) Hilde enter the house I hope it s Hilde? Getting defined services Nursing Restocking medicine Cleaning Will Hilde remember all tasks? Do I get the correct medication? Asking to move the sofa I hope she can fix while being here? Closing the visit I open minded to give feedback and express my gratitude Good feeling knowing that Per and the service center is updated I like to know that Per is well informed and that he can jump in if needed. I like that the professional team considers my data and will come to assist me if needed do to health or incidents Feelings Touch points Updated status; health, medicine, kitchen and incidents Access/door lock/beacon identity and logging Planning Access best practice, work order Feedback, photo, scoring Sharing data, Big Data Point of View As a retiree (Trine) I need a way to handle my daily life, health challenges and fear of non-welcome visitors so I can stay as long as possible in my house where I live alone. As a service worker/home nurse (Hilde) I need to have access to quality assured best practice, relevant data regarding my client (Trine) so I can perform the defined tasks and most of all make sure she gets correct medication and services. As a son and next in kind (Per) I need to be reassured that my mother (Trine) is doing well and get the defined services so I can focus my work or children/wife without the constant bad feeling I should have dropped by my mother to check everything

6 Prototype Mockup The Prototype is a wireframe of the end-user application intended for Trine B. Rum. Focus has been on ease of use, rather than much information on each page. The Wireframe for Hilde H. would be very different, with a lot more information on her hand when attending the user. To prevent data loss one idea would be to only let the information be available when needed. In our example all the information for Hilde H. would only be available inside Trine B. Rums home. With other users the necessary information would present itself earlier on, for instance in the car or right before entering the home, so that Hilde H. could prepare herself. There is also a prototype mockup on the following link, using image maps in Build: ex.html#/ _s1