Date post: | 27-Jan-2015 |
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Megan Schwarz & Brian Bono
Interrupting Process for the Greater Good
Slowing DownThe Machine
#ias14 #SlowDown
Brian BonoAssociate Creative Director
at Commonwealth
Megan SchwarzUser Experience Architect
at Team Detroit
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Hello. And we are...
The Office:1 Client1500 EmployeesA LOT OF PROCESSES
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
We Get Shit Done.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Process is good. but...
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
it can feel like a runaway train.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
We’ve tried to change ours.
@Megan_Schwarz & @bbono333
We’ve failed. So many times.
#ias14 #SlowDown
Then we tried something different.
@Megan_Schwarz & @bbono333
And it worked.
#ias14 #SlowDown
What did we do differently?
@Megan_Schwarz & @bbono333
Empathy over Logic
#ias14 #SlowDown
Example 1:Failing with logic
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Organize the videos on our YouTube page to make it easier for users to find content.
@Megan_Schwarz & @bbono333
Our Client’s Request
#ias14 #SlowDown
The team completelyignored us.
Why did logic fail to change our process?
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
The process isn’t inflexible. People are.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
People have attitudes that can impact the potential for change.
Often unconscious mental models
Elements of Organizational Culture
@Megan_Schwarz & @bbono333
Assumptions
Beliefs and IdeologiesValues
Processes and behaviorsActions
Attitudes
#ias14 #SlowDown
Feelings and emotions
- Schein
Attitudeis learned.
If you want to change attitudes, you need to understand your organizational culture.
#ias14 #SlowDown@Megan_Schwarz & @bbono333
em·pa·thy/ˈempəTHē/nounnoun: empathy
1. the ability to understand and share the feelings of another.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Let’s try this again.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Example 2:Succeeding with empathy
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Next project: The Awesome App
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
“So I have this app idea…Can you explore the possibilities
...in two months?”
Our Client’s Request
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
“Let’s build a prototype
...in two months.”
Our Team’s Reaction
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
The problem with that
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
We needed to slow down.
#ias14 #SlowDown@Megan_Schwarz & @bbono333
Our Team
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Clients
Strategy UX Creative Research
Executive Stakeholder
PMTech Account
Executive Stakeholder
Executive Stakeholder
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive
Angst
Territorial
Disregard
Apathy
Our Teams’ Attitudes
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive
Angst
Territorial
Disregard
Apathy
Our Teams’ Attitudes
Impulsive:Project Impact
I am the user (or my son is… or my mom… or my best friend from high school)
Impulsive: How we got here.
@Megan_Schwarz & @bbono333
Assumptions
People are rewarded for having answers not asking questions
Values
Start project by brainstorming solutions up front
Actions
Attitudes
#ias14 #SlowDown
Impulsive
Impulsive: Problem ApproachListened to stakeholders individually
Emerged two themes: gaming & utility
Organized notes onto continuum
Showed Brian’s boss
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive: Leadership Division
012 321
Gaming Utility
3
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsiveness
Doubt
We were on that doubt like white on rice
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333
Impulsive: Action
Brainstorming solutions was replaced with discussing research
#ias14 #SlowDown
Impulsiveness
Doubt
Excitement
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
…about research
@Megan_Schwarz & @bbono333
Impulsive: Result
Team wanted to get involved in research planning
#ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive
Angst
Territorial
Disregard
Apathy
Our Teams’ Attitudes
Angst:Project Impact
We need to be ahead of our competitors to show relevance
Angst: How we got here
@Megan_Schwarz & @bbono333
Assumptions
Product delivery over product qualityValues
Timeline set to accommodate bare minimum time needed
Actions
Attitudes
#ias14 #SlowDown
Angst
Angst: Problem ApproachAcknowledged team confusion
Implemented a NO DESIGN rule
Kept project idea fuzzy
Didn’t take ownership over idea
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Angst
Compliance
Angst: Action
The less we talked about design, the more we were ok with it
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Angst
Compliance
Comfort
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Angst: Result
We stopped talking about design completely
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Our Teams’ Attitudes
Impulsive
Angst
Territorial
Disregard
Apathy
Territorial:Project Impact
My influence over the project is determined by my role
Territorial: How we got here
@Megan_Schwarz & @bbono333
Assumptions
Subject matter experts are divided by departments
Values
People are only involved in the project when they can contribute
Actions
Attitudes
#ias14 #SlowDown
Territorial
Territorial: Problem Approach
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Listened to researchers
Validated concerns
Communicated our value
Expressed willingness to learn
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Territorial
Cooperation
This wasn’t enough. We were greedy.
Territorial: Action
Started to build a UX strategy from the research
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
and asked for more
Territorial
Cooperation
Trust
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Territorial: Result
Developed questionnaire for user interviews together
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive
Angst
Territorial
Disregard
Apathy
Our Teams’ Attitudes
Disregard:Project Impact
The optimal tools to communicate knowledge have already been defined
Disregard: How we got here
@Megan_Schwarz & @bbono333
Assumptions
Deliverables mark milestones and demonstrate cross department involvement
Values
Deliverable seen as green light to move into the next phase
Actions
Attitudes
#ias14 #SlowDown
Disregard
Disregard: Problem Approach
@Megan_Schwarz & @bbono333
Team based affinity diagrammingBrainstormed ways to show resultsCreated template for experience mapMade it our own
#ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Disregard
Interest
Disregard: Action
@Megan_Schwarz & @bbono333
One sentence to rule them all.
- Gamestorming
#ias14 #SlowDown
Disregard
Interest
Commitment
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Disregard: Result
All design discussions have connected to this sentence
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Impulsive
Angst
Territorial
Disregard
Apathy
Our Teams’ Attitudes
Apathy:Project Impact
Organizational culture can only be impacted by leadership
Apathy: How we got here
@Megan_Schwarz & @bbono333
Assumptions
Organizational culture is reflective of leadership goals
Values
No flexibility for team culture is built into the process
Actions
Attitudes
#ias14 #SlowDown
Apathy
Apathy: Problem Approach
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Process unified team
Team understood why behind what
Stakeholders and clients were excited about the result
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Apathy
Support
Apathy: Action
Teammates shared project details within departments
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Apathy
Support
Advocacy
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Apathy: Result
People started coming to us asking about the process
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
After Two MonthsThe prototype was replaced with a deep understanding of our users and a clear direction for design
We are building on our small wins.Thats how change happens.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
We opened their minds with empathy. Then we killed them with logic.
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Change doesn’t happen overnight
Its messyIts hardFailure is inevitable
#ias4 #SlowDown@Megan_Schwarz & @bbono333 #ias14 #SlowDown
Keep trying
The Heart of ChangeJohn Kotter and Dan Cohen
GamestormingDave Gray, Sunni Brown, and James Macanufo
Radical Innovation: Crossing Knowledge Boundaries with Interdisciplinary TeamsAlan Blackwell, Lee Wilson, Alice Street, Charles Boulton, John Knell
Organizational Culture and LeadershipEdgar Schein
Creative Intelligence: Harnessing the Power to Create, Connect, and InspireBruce Nussbaum
Determining What Good Means http://www.slideshare.net/UXSTRAT/ux-strat-2013-dan-klyn
Dan Klyn
Our Friends (well, we wish they were)
@Megan_Schwarz & @bbono333 #ias14 #SlowDown
T. Hanks