This document discusses Chris Friel and his role as a Distinguished Engineer and Technology Strategist at Infusion in New York. It provides examples of projects Infusion has worked on to accelerate and transform businesses for clients around the world, including a project for MetLife to build a "wall" application to aggregate customer data from 80 systems into a single view. The document outlines Infusion's design thinking process from discovery to design to building, launching and optimizing solutions, and emphasizes that data drives continuous improvement of products and services.

2. Chris Friel is a Distinguished
Engineer and Technology
Strategist with Infusion, New
York.
Infusion unites insight, creativity,
and technology to accelerate and
transform business for leading
companies around the world.
Kraków! Dubai!
Boston!
Houston! Toronto!
Malta!
London! Singapore!
New York!
Wroclaw!
Dallas!
Positive Disruption
in the Enterprise

3. Infusion unites insight, creativity,
and technology to accelerate and
transform business for leading
companies around the world.
Kraków! Dubai!
Boston!
Houston! Toronto!
Malta!
London! Singapore!
New York!
Wroclaw!
Dallas!
Capital
Markets
Healthcare
& Life
Sciences
Oil & GasRetail &
Services
Financial
Services
Public
Sector
Travel &
Hospitality
Verticals

5. 2 Years Ago
exactly
June, 2012

6. From: Geoff MacNeil
To: Gary Hoberman
Subject: Re: Voicemail
!
Hi Gary,
!
I was traveling this week. Congrats on the new role and it is also great that
you negotiated some time between jobs.
Regarding Mango DB/Docs. We have experience and we have a whole lot
of our dev’s that play around with all Open Source in their free time.
!
Let me know what you need.
Thanks,
Geoff MacNeil
!
Gary called? That’s great
He said Mango DB?
Is that a thing?
Nope, definitely MongoDB
And a few other parts.
Yeah, that’s a good idea.
We can definitely help.
From: Gary Hoberman
To: Geoffrey MacNeil
!
Thanks Geoff.
!
[…]
!
Would be a mongodb as data store, an esb/ems to drop data into
mongodb and a mobile and web client that looks like a Facebook wall to
retrieve data from mongodb.
!
!
From: Geoffrey MacNeil
To: Chris Friel
!
Chris,
!
Is this feasible?
!
G
!
From: Chris Friel
To: Geoffrey MacNeil
!
Yep, that’s very do-able.

8. From: Geoff MacNeil
To: Gary Hoberman
Subject: Re: Voicemail
!
Hi Gary,
!
I was traveling this week. Congrats on the new role and it is also great that
you negotiated some time between jobs.
Regarding Mango DB/Docs. We have experience and we have a whole lot
of our dev’s that play around with all Open Source in their free time.
!
Let me know what you need.
Thanks,
Geoff MacNeil
!
Gary called? That’s great
He said Mango DB?
Is that a thing?
Nope, definitely MongoDB
And a few other parts.
Yeah, that’s a good idea.
We can definitely help.
From: Gary Hoberman
To: Geoffrey MacNeil
!
Thanks Geoff.
!
[…]
!
Would be a mongodb as data store, an esb/ems to drop data into
mongodb and a mobile and web client that looks like a Facebook wall to
retrieve data from mongodb.
!
!
From: Geoffrey MacNeil
To: Chris Friel
!
Chris,
!
Is this feasible?
!
G
!
From: Chris Friel
To: Geoffrey MacNeil
!
Yep, that’s very do-able.

9. From: Geoff MacNeil
To: Gary Hoberman
Subject: Re: Voicemail
!
Hi Gary,
!
I was traveling this week. Congrats on the new role and it is also great that
you negotiated some time between jobs.
Regarding Mango DB/Docs. We have experience and we have a whole lot
of our dev’s that play around with all Open Source in their free time.
!
Let me know what you need.
Thanks,
Geoff MacNeil
!
Gary called? That’s great
He said Mango DB?
Is that a thing?
Nope, definitely MongoDB
And a few other parts.
Yeah, that’s a good idea.
We can definitely help.
From: Gary Hoberman
To: Geoffrey MacNeil
!
Thanks Geoff.
!
[…]
!
Would be a mongodb as data store, an esb/ems to drop data into
mongodb and a mobile and web client that looks like a Facebook wall to
retrieve data from mongodb.
!
!
From: Geoffrey MacNeil
To: Chris Friel
!
Chris,
!
Is this feasible?
!
G
!
From: Chris Friel
To: Geoffrey MacNeil
!
Yep, that’s very do-able.

16. Have a Vision
Inspiring
Purposeful
Relevant
Relatable
Believable
Achievable
Make it Beautiful
Timely
Referential
Lovable
Human
Colorful
Appropriate
Make it Real
Start
Plan
Execute
Refine
Persevere
Celebrate
BUILD LAUNCH OPTIMIZEDISCOVER DEFINE DESIGN
Data drives continuous improvement

17. Have a Vision
Inspiring
Purposeful
Relevant
Relatable
Believable
Achievable
!
Stories
“Space Race”
“Atikus Insurance”
!
!
!
BUILD LAUNCH OPTIMIZE
IMPLEMENT
DISCOVER DEFINE DESIGN
ENVISION

18. Architectural
Design
Session
PLAN
Brief(Problem
Statem
ent)
InternalProjectKick-off
C
lientKick-off
StakeholderInterview
s
Review
allexisting
evalcontent
Sum
m
ary
of
Findings&
BRD
Third-party
Research
C
ustom
erSegm
entation
DISCOVER
TechnicalRequirem
ents
Personas
C
ustom
erScenarios
Define
functionalexperience
and
businessprocesses
C
reative
Brief
Pare
dow
n
profile
needs
DEFINE

19. Overview
Elevator
Pitch
Assignment
Overview
Success
Criteria
Business
Context &
Deadlines
Approach Single Idea
Consumer
Insight
Tone & Voice
Feature
Expectations
Operational Partners Marketing Assets
Brand
Guidelines
The Brief
!
!

22. John F. Kennedy, Rice University, 1962
We choose to go to the moon in this decade and do
the other things, not because they are easy, but
because they are hard, because that goal will serve
to organize and measure the best of our energies
and skills…
"We choose to go to the moon.”
!
!
Have a Vision Inspiring
Purposefu
l
Relevant Relatable Believable
Achievabl
e

24. Limited access to capital
perpetuates the cycle of poverty
And there are currently no viable or sustainable
means to disrupt the system.
Have a Vision Inspiring
Purposefu
l
Relevant Relatable Believable
Achievabl
e

25. Architectural
Design
Session
PLAN
Brief(Problem
Statem
ent)
InternalProjectKick-off
C
lientKick-off
StakeholderInterview
s
Review
allexisting
evalcontent
Sum
m
ary
of
Findings&
BRD
Third-party
Research
C
ustom
erSegm
entation
DISCOVER
TechnicalRequirem
ents
Personas
C
ustom
erScenarios
Define
functionalexperience
and
businessprocesses
C
reative
Brief
Pare
dow
n
profile
needs
DEFINE

26. Overview
Elevator
Pitch
Assignment
Overview
Success
Criteria
Business
Context &
Deadlines
Approach Single Idea
Consumer
Insight
Tone & Voice
Feature
Expectations
Operational Partners Marketing Assets
Brand
Guidelines
The Brief
!
!

27. Have a Vision
Inspiring
Purposeful
Relevant
Relatable
Believable
Achievable
!
Stories
“Space Race”
“Atikus Insurance”
!
!
!
BUILD LAUNCH OPTIMIZE
IMPLEMENT
DISCOVER DEFINE DESIGN
ENVISION

28. Make it Beautiful
Timely
Referential
Lovable
Human
Colorful
Appropriate
!
Stories
“Parasols”
“Nucleus”
!
!
BUILD LAUNCH OPTIMIZE
IMPLEMENT
DISCOVER DEFINE DESIGN
ENVISION

29. VisualDesign
Iterations
VisualC
oncepts
Styleguide
Ideation
Site
M
ap
(IA)
W
irefram
es
Tech
FeasibilityPrototype
&
W
irefram
e
Update
IDEAS
FUNCTIONAL
TRACK
AESTHETIC
TRACK
Build
Estim
ation
Planning
FunctionalFlow
s

30. Reid Gower
Feynman Series

32. Benedetta Cappa
Post Office, Palermo, Sicily

33. Nucleus Unveil
Silicon Valley, HBO

37. La Roche Posay
“Parasols”
Make it Beautiful Timely Referential Lovable Human Colorful
Appropriat
e

38. VisualDesign
Iterations
VisualC
oncepts
Styleguide
Ideation
Site
M
ap
(IA)
W
irefram
es
Tech
FeasibilityPrototype
&
W
irefram
e
Update
IDEAS
FUNCTIONAL
TRACK
AESTHETIC
TRACK
Build
Estim
ation
Planning
FunctionalFlow
s

50. Famous Investment Bank
“Nucleus”
Make it Beautiful Timely Referential Lovable Human Colorful Appropriate

51. Make it Beautiful
Timely
Referential
Lovable
Human
Colorful
Appropriate
!
Stories
“Parasols”
“Nucleus”
!
!
BUILD LAUNCH OPTIMIZE
IMPLEMENT
DISCOVER DEFINE DESIGN
ENVISION

52. Make it Real
Start
Plan
Execute
Refine
Persevere
Celebrate
!
Stories
“Wall”
BUILD LAUNCH OPTIMIZE
IMPLEMENT
DISCOVER DEFINE DESIGN
ENVISION
Data drives continuous improvement

53. Ford Quadricycle
Henry Ford & his Wife

54. Tesla Model S
Tesla Motors

55. Dragon Version 2
SpaceX

56. MetLife
“Wall”
Make it Real Start Plan Execute Refine Persevere Celebrate

57. Acceptance
Testing
C
ontentPopulation
TechnicalProofofC
oncept
SupportPlan
Know
ledge
Transfer
Usability
Testing
Planning
&
Estim
ationIm
plem
entationIntegration
C
ode
Release
TechnicalTesting
UserTesting
Plan
Production
Assets
Design
Polish
Transitionsand
Anim
ation
Experience
Q
A
Front-End
C
ode
Style-guide
BUILD
FRONT-END
TRACK
ENGINEERING
TRACK
C
ontentstrategy
refinem
ent
Delivery
Assessm
ent
Post-launch
Review
End
UserTesting
SuccessM
etricsDiscussion
C
lick-Path
/
AnalyticsReporting
Experience
Feedback
Review
Backlog
Prioritization
LAUNCH
OPTIM
IZE

59. DAY 1

60. DAY 1

63. DAY 2

65. DAY 34

66. ontology aggregation
party matching
virtual storage access method
copybook parsing
middle out
outside in
indexing
sharding
search
data mastering
infrastructure
system access

67. DAY 62

68. internet explorer 8
windows xp
java ee
inversion of control
aspect oriented programming
collection design
realtime vs batch
caching
monitoring
translations
system dependenciesweb services
webkit browsers

69. DAY 90
Katrin
(Project Manager, Wall)
Steve
(Matt’s Teammate)

70. DAY 1 DAY 90

72. - Information Week, May 2013
Looking beyond MetLife and even the
insurance industry, the wall may well
be a prototype for the next generation
of customer 360 applications.
1,200global
employees
using system
80
systems
aggregated
3
months to
build

77. Have a Vision
Inspiring
Purposeful
Relevant
Relatable
Believable
Achievable
Make it Beautiful
Timely
Referential
Lovable
Human
Colorful
Appropriate
Make it Real
Plan
Start
Execute
Refine
Persevere
Celebrate
BUILD LAUNCH OPTIMIZEDISCOVER DEFINE DESIGN
Data drives continuous improvement

78. #HaveAVision
#DisruptEnterprise
@InfusionTweets
#MakeItBeautiful #MakeItReal
Chris Friel
cfriel@infusion.com