Designing Influence In Organizations

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IA Summit talk on building influence in the organizations designers, information architects and other user experience pros work in.

IA Summit 2010 The Centre for Citizen Experience

Designing Influence In organizations
Jess McMullin
Centre for Citizen Experience
April 10, 2010

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

What Makes a
Great Product?
http://www.flickr.com/photos/jliba/4487085485

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IA Summit 2010 The Centre for Citizen Experience

So Why Isn’t Every
Product Great?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Success is the

Not the Rule
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IA Summit 2010 The Centre for Citizen Experience

Latest Standish Group Chaos numbers

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IA Summit 2010 The Centre for Citizen Experience

How do We Fix this?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

DESIGN MATURITY

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IA Summit 2010 The Centre for Citizen Experience

UX still doesn’t
guarantee success
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

THE TEAM
THE MARKET
THE CLIENT
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IA Summit 2010 The Centre for Citizen Experience

ORGANIZATIONS
CRIPPLE
PRODUCTS
http://www.flickr.com/photos/clanlife/396236900
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IA Summit 2010 The Centre for Citizen Experience

The Review & Approve Cycle

REVIEW &
APPROVE

CREATION &
REVISION

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IA Summit 2010 The Centre for Citizen Experience

THE COMMITTEE
http://www.flickr.com/photos/xerostomia/144742913

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IA Summit 2010 The Centre for Citizen Experience

Why Do Organizations
Sabotage Themselves?

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IA Summit 2010 The Centre for Citizen Experience

HUMAN RISK AVERSION

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IA Summit 2010 The Centre for Citizen Experience

Who’s Problem is this?

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IA Summit 2010 The Centre for Citizen Experience

Who’s Our problemthis?
Problem is

http://www.flickr.com/photos/sebpaquet/

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IA Summit 2010 The Centre for Citizen Experience

ux career double s-curve
I’m not here yet

Figure out others’ values Business fluency + Influence

The plateau of despair No one gets it @#$*&

Woot! Ux is teh best New skills, tools, peers

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IA Summit 2010 The Centre for Citizen Experience

Ways
Designing Influence @jessmcmullin jessmcmullin.com
http://www.flickr.com/photos/bertiemabootoo/2362780033

IA Summit 2010 The Centre for Citizen Experience

MOVE UPSTREAM

http://www.flickr.com/photos/jason_burmeister

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IA Summit 2010 The Centre for Citizen Experience

START WEARING A

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

What if I Don’t
like suits?
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IA Summit 2010 The Centre for Citizen Experience

WORK IN THE
OTHER ORG CHART
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Every Company has 2 org charts

http://www.nyc.gov/html/om/gif/citywide_org_chart.jpg

http://www.flickr.com/photos/bombardier/44428037

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IA Summit 2010 The Centre for Citizen Experience

How do you
work in the
other org chart?
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IA Summit 2010 The Centre for Citizen Experience

INCREASE

http://www.flickr.com/photos/ivanx/
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IA Summit 2010 The Centre for Citizen Experience

Increased Influence Means
more say in
shaping the outcomes
of your projects
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

We need the Right Methods
and the right influence
to change our success rates
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

So, how do you
influence
outcomes?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

The same question, different words
How do We change HUMAN Behavior?

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

DON’T WE KNOW A THING OR TWO ABOUT
DESIGNING FOR HUMAN BEINGS?

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

The Influence Process
Is a Design Process

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

4 Keys
for Influence

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IA Summit 2010 The Centre for Citizen Experience

3 components
of Influence
http://www.flickr.com/photos/grdloizaga/817443503

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IA Summit 2010 The Centre for Citizen Experience

People
Decisions
Actions
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

http://www.flickr.com/photos/dongkwan/709106393

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IA Summit 2010 The Centre for Citizen Experience

Who Are the People?

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IA Summit 2010 The Centre for Citizen Experience

http://www.flickr.com/photos/wheatfields/2926916153

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

http://www.flickr.com/photos/amagill/3268315787

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IA Summit 2010 The Centre for Citizen Experience

The Influence
Process
http://www.flickr.com/photos/archeon/3431306231

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IA Summit 2010 The Centre for Citizen Experience

[remember to put
diagram here]
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IA Summit 2010 The Centre for Citizen Experience

BACKWARDS
http://www.flickr.com/photos/36685170@N02/4305605120

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IA Summit 2010 The Centre for Citizen Experience

The

http://www.flickr.com/photos/8136496@N05/2327243497

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IA Summit 2010 The Centre for Citizen Experience

Describe the outcome in specific terms:
what will you see, hear, read, do, & feel
that is different from today?

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Working backwards

start
< < < < ! outcome

http://www.flickr.com/photos/rberteig/177100826

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IA Summit 2010 The Centre for Citizen Experience

What Are the
Decisions?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

What Are the
Decisions
That matter most?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

WHERE DO YOU NEED

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

WHAT IS THE VERY NEXT DECISION
YOU NEED TO INFLUENCE?
WITH WHO?

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Influence worksheet 2.0*

*Everything is so much better with a version number, right?
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

1. COLLECT background
2. CONNECT with individuals
3. CARE+CONFIRM Background Info
4. CONTRIBUTE your own ideas
5. CODESIGN create together
6. COMMIT to specific action
7. Co-OWN the RESULT
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

HUMAN BEINGS
http://www.flickr.com/photos/wili/1015520862

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IA Summit 2010 The Centre for Citizen Experience

What’s in it for me?
http://www.flickr.com/photos/doug88888/2968102780

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IA Summit 2010 The Centre for Citizen Experience

Some BAD News:
Not everyone will love you

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IA Summit 2010 The Centre for Citizen Experience

From Seeing David in the Stone, Swartz & Swartz

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

z

From Seeing David in the Stone, Swartz & Swartz

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

DITCH THE
TRAINING
WHEELS
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Big Plan
iterations
Ditch the Plan
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Evidence
Fluency
Empathy
Authenticity
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Influence Process
is A Design Process
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Influence Process
is A Human Process
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Influence
is Iterative
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Create great
products+services
http://www.flickr.com/photos/kcbimal/2743697906

Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Thank you!
@jessmcmullin
Centre for citizen experience
jess AT ctzn DOT ca
www.slideshare.net/jessmcmullin
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Let’s talk
Designing Influence @jessmcmullin jessmcmullin.com

IA Summit 2010 The Centre for Citizen Experience

Q&A +
References
Influence, Cialdini
Trusted Advisor, Maister
Art of Woo, Shell & Mousa
Seeing David in the Stone, Swartz & Swartz

Designing Influence @jessmcmullin jessmcmullin.com

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The document summarizes Jess McMullin's talk at the 2014 Code for America Summit about growing design capabilities in government. It discusses how the government of British Columbia has started to think about citizen experience using the same design tools as customer experience. Specifically, it highlights three lessons learned: 1) start small by building from a core team with executive support and focus on citizens, 2) invest in skills for the whole organization through resources, direction, training and projects, and 3) design goes beyond digital to policy and other areas by translating citizen needs to government capabilities.

Citizen Experience Design, UX Lisbon

Jess McMullin

The Experience of Information

Jess McMullin

How do we address increasing amounts of information created through government transparency, innovation, and open government? This talk shares 3 specific approaches to help public servants, open government hackers, and civic designers help get the most value from our information investments. Opening address at the 2nd International Conference on Transparency and Digital Innovation hosted by ITEI Jalisco in Guadalajara Mexico.

Closing the Policy/Delivery Gap (with Design)

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Design To Make a Difference: Beyond UX Unicorns to the 5 Layers of Service Ar...

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Citizen Experience Design (and India)

Jess McMullin

This document summarizes a presentation on improving citizen experience through design. It discusses how citizen experience design can help address challenges like shrinking government resources and increasing demand for services. It promotes adopting design as a process, capability, and culture to drive change. Examples are provided of how design has helped improve citizen experiences in cities like Philadelphia, Edmonton, and the UK. Opportunities for those in India to get involved and help advance citizen experience design are discussed.

Getting into User Experience Design

Jess McMullin

The document provides an overview of user experience design presented by Jess McMullin at a Student Design Association event, covering topics such as what user experience and user experience design are, core UX skills like listening, noticing, visual thinking and sketching, UX tools and techniques like field research, co-design, personas and prototyping, and how to get started in user experience design through learning, doing field research, and building a portfolio. The presentation provides definitions and examples for many common UX concepts and methods to help introduce students to the field of user experience design.

Citizen Experience Design and You

Jess McMullin

Jess McMullin gave a presentation on citizen experience design and how it can be used to improve government services. Citizen experience design uses techniques like observation, visualization, iteration and co-design to understand citizens' needs and reframe problems from their perspective. This helps reduce failure demand in services and increase value for citizens. McMullin shared examples of citizen experience design projects in Vancouver, British Columbia and Edmonton that improved transportation planning and policymaking. She encouraged the audience to apply design thinking and citizen experience principles in their own work to help reshape government and culture.

Business Origami - UX Week 2011 Workshop

Jess McMullin

Originally presented at UX Week 2011. Business Origami is a method invented by the Hitachi Design Center. Since I only learned about it over dinner conversation, all method how-to & details have been added by myself and any faults here are my own. Here's the workshop description: Business origami is a simple, powerful method for modelling services and systems that you can learn to use quickly and get great results in your own design projects. The simplicity is on the surface. Business origami uses stylized paper cutouts to represent the different parts of a system: the people, the locations, and channels used as well as the specific touchpoints and interactions of individual scenarios. These cutouts are arranged on a horizontal whiteboard, which allows participants to show relationships in the system, including different venues, the flow from one area to another, and the value exchanged at each interaction. The power comes from participation. Business origami shines in a codesign workshop setting. Since it offers direct, hands-on tokens it’s easy for everyone to contribute instead of requiring skill with diagramming software or flowchart conventions. By involving a cross-section of business representatives, users, and members of the design team you can quickly capture models of current experiences and then explore opportunities for improvement or create entirely new designs. Because the model is immediate and tangible it creates a shared visual reference that builds common understanding, unifying the team and the vision for the project. This participation increases buy-in, creates common ground, and helps you facilitate a successful solution. The sessions themselves are powerful experiences for participants, but you can also use business origami models to document journey maps, scenarios, service blueprints and other downstream design deliverables. In this session with Jess McMullin you’ll learn the fundamentals of service design (so we’re on the same page), participate in a modeling exercise yourself for current and future systems, and then analyze that model to document new opportunities. We’ll also share tips and tricks that make for successful business origami sessions and discuss how this method fits neatly into your current design process, whether you’re consciously doing cross-channel design or not.

Service Design and the Public Sector Web

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Business Origami - paper prototyping for systems and service design

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Thinking Like a CEO

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Leaving Flatland: Cross-Channel Customer Experience Design

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