Learning from our challenge piles

Learning from our @MichelleGilmore & Wendy Barnao challenge piles

What does design look like? Customer Technology Business

What does design look like? Customer Design Technology Business

What does design look like?

What does design look like? Users Budget Business Time Implementation Technology

What does design look like? Users Budget Design Business Time Implementation Technology

What does design look like? Users Budget Business Time Implementation Technology

What does design look like? Ownership

What does design look like? Empathy Collaboration HCD Coaching Support Challenges Ownership

Learning from our challenge piles

What are they talking about? The business, including the project owner, technical team, Stakeholders marketing, brand, digital, compliance, product & project managers The people using the service, including dealer groups, Users ﬁnancial advisers, para planners, support staff and investors The day to day project team, including project owner, Core team project manager, technical director and designers CCD Customer Centered Design, this is the same as human or user centered design

AdviserNET

Content Audit Research Scenarios Visual Design HCD Process User Stories User Pathways Presentations Information Testing Architecture Paper Prototyping Workshops User Experience Principles Digital Prototyping User Experience Styleguide Road Map Blueprint

A success!

What happens when project objectives are unclear & Challenge number one differ between stakeholder groups?

What happens when project objectives are unclear & What did we learn? differ between stakeholder groups? To pause, and explain what the implications of proceeding without a shared approach are Know when to switch from designer to facilitator to navigate towards a shared approach Take the time to understand the business context and politics within it Ask each stakeholder what success looks like to them

What happens when budget ownership & streams Challenge number two are uncertain?

What happens when budget ownership & streams What did we learn? are uncertain? Know who is signing your cheques and get their buy in early Consider each individual stakeholderʼs motivations for the project Consider the overall budget inﬂuences and strategy, not just your chunk

What happens when design methods & processes Challenge number three are forced onto on stakeholder group by another?

What happens when design methods & processes What did we learn? are forces onto on stakeholder group by another? Assume theyʼre not on board until youʼve seen the buy in Express value in their words, youʼre not a sell out if you talk “business talk” Donʼt design for clients, design with them

What happens when team members are without a Challenge number four shared language?

What happens when team members are without a What did we learn? shared language? Develop and agree on a shared language Be transparent with your process and each activity Use plain language Learn the context that youʼre working within

What happens when user & business needs Challenge number ﬁve collide?

What happens when user & business needs What did we learn? collide? Balance user and business needs Understand and discuss the capacity of the business to support those needs Step through what implementation looks like with the core team

Images of our collaborative framework and how we should use it

www.challengepile.com @MichelleGilmore created by Neoteny @neotenydesign www.neoteny.com.au

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Learning from our challenge piles

by Neoteny Service Design on Aug 30, 2010

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Learning from our challenge piles — Presentation Transcript