Improving business outcomes through rapid data visualisation
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Improving business outcomes through rapid data visualisation
29th October 2013
David Colls & Ray Grasso
Informed decision-making & unexpected insights… right away.
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Mapping cholera deaths London,1854 Spatial visualisation
by John Snow, 1854
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Communications at GE Image from GE
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Decision cockpits at P&G Image from HBR
courtesy of P&G
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More organisations using visualisation
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HealthHack Oct 2013
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Why visualise data?
1
2
3 Easy to understand
New insight
Shared view
Holistic view
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Independent Market Operator (IMO)
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Facilitate competition between power generators and retailers Encourage private sector investment in power generation and retailing. Support the development of sustainable energy sources
IMO Goals
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The Problem
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We want to be
more transparen
t
… people to understand what we do and why it’s valuable
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The Approach
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Decide on an initial direction
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Get our hands on the data
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Follow the data
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Rapidly build and refine
Shift from the data problem to the communication problem
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Get it to the audience
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Evolution of a visualisation
Example
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Let’s look at it live…
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Outcomes
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… I am a developer and would be interested in accessing your data...
...can I just say how awesome the IMOWA data visualisation page is! … take that NEM …
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Takeaways
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Minimise speculation Use real data Be open to unexpected opportunities
Follow the data
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It’s okay to start out vague Test with users to see if your story is being communicated effectively
Rapidly refine the story
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6 Weeks Open source technologies Explore where the data leads and release early and often.
IMO Summary
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Improving a Call Centre
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What does a big Call Centre look like?
200,000 10,000
500 24
7
calls each day agents products hours days
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The Problem
It’s so big, we don’t have a clear picture what it looks like now, let alone how to improve it
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We also saw…
Surprises in demand and supply Data issues answering queued calls Same-queue transfers
Plus: timing discrepancies, very long calls,
mischaracterised agent skills, etc, etc, …
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The Approach
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Get the data
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Evolve a fuzzy visualisation
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Ask: Why?
Deliberate fuzziness leaves room for ambiguity and interpretation
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Pursue quantitative investigation
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Takeaways
A fuzzy visualisation helps you discover questions
Visualisation gives insight on operations and on data quality
You can rapidly evolve a very complex visualisation
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Call Centre Summary
Undertaken as part of a major programme 2 weeks to build Used “Processing” software Accelerated learning reduced programme duration & operational improvements were realised sooner
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NOPSEMA National Offshore Petroleum Safety and Environmental Management Authority
http://www.flickr.com/photos/19779889@N00/ (Arby Reed)
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2 Weeks Simple visuals on existing systems can provide benefits.
NOPSEMA Summary
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Benefits
Provide a holistic view of complex systems Glean unexpected business insights Craft engaging communications
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Where to from here?
Start small and stay lightweight Use real data throughout Refine and adapt
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Questions?
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Thank you