MX 2014: Playbook for Managing and Leading Experiences

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To wrap Adaptive Path's Managing Experience 2014 Conference, this is a playbook of activities for leaders of experience to focus on in the year ahead. It's inspired by and a synthesis of the smart ideas from the speakers and leaders of Adaptive Path’s Managing Experience 2014.

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MX 2014: Playbook for Managing and Leading Experiences

  1. 1. PLAYBOOK FOR MANAGING & LEADING EXPERIENCE MX 2014
  2. 2. Fix on the future. 2
  3. 3. Don’t fix the past. Fix on the future. Crisply communicate the vision, why it’s worthy, and how to win. Design your job to achieve it. Progress is measured by learning and progress to the future state, not by the amount of work done. Pack only what you need and start hiking. YOU’LL NEED _ A simple business case and compelling visualization _ Ideas worth repeating _ Clear, important wins _ A list of things to stop doing 3
  4. 4. Grow new leaders. 4
  5. 5. Grow new leaders
 for great experiences. “Leaders don’t create followers. 
 They create more leaders.” —TOM PETERS Invest in people with the right mix of audacity and humility. Build their resilience with meaningfulness, relationships, and care. Create an infrastructure for leaders to be successful on your team and beyond. You now architect work and progress. YOU’LL NEED _ Soft skills not technical skills _ Roles & goals you designed 
 with them _ Pair leaders across functions: engineering, marketing, more. 5
  6. 6. Make your new rules. 6
  7. 7. Reshape
 the rules for decision- making Know what you believe and your principles. Find where the best decisions need to be made—people, projects, execution? Create the right context for others to make good decisions—change the process, relationships, and responsibilities. Lead people to the best decisions for the business and the experience YOU’LL NEED _ Examples of good and bad decisions _ Freedom to change your rules when it’s time 7
  8. 8. Who do you want your customers to BECOME? ULTIMATELY 8
  9. 9. BECOME FINANCIALLY HEALTHY 9
  10. 10. BECOME OWNERS OF THEIR CONDITION 10
  11. 11. BECOME A CITIZEN JOURNALIST BECOME NEWLY EMPLOYED BECOME A PARTNER IN YOUR CHILD’S EDUCATION BECOME A PROVIDER OF SECURITY BECOME A CONFIDENT SHOPPER BECOME A STRONGER FRIEND BECOME SOMETHING NEEDED, GREATER, FULFILLING BECOME A 11
  12. 12. “Great UX design should not just focus on the challenge of creating better customer experiences but rise to the challenge of creating better customers.” WE NEED LEADERS WHO HAVE: _The empathy to get it _The vision to see it _The endurance to make it happen —Michael Schrage, Who Do You Want Your Customers to Become?
  13. 13. MX 2014 PLAYBOOK FOR MANAGING & LEADING EXPERIENCE Synthesizing and inspired by the smart ideas from the speakers and leaders of Adaptive Path’s Managing Experience 2014. Bill Scott Kerry Bodine Lesley Mottla J. Galen Buckwalter Wendy Lea Chris McCarthy Leah Buley Josh Levine Todd Wilkens Jon Setzen Jason Stirman Kate Rutter Michael Kim Peter Merholz Livia Labate Amy Parnell Malini Bakshi Leveque PHOTO CREDITS Page 2 hikers, Ewan Cross, http://www.flickr.com/photos/ ewancross/4454497924/sizes/o/in/photostream/ Page 4 & 5 bikers, Garry Wilmore, http://www.flickr.com/photos/ paranormart/7472387694/sizes/k/in/photostream/ Page 6 chess, b.m.p., http://www.flickr.com/photos/bmp_creep/ 8115409475/sizes/l/ Page 9 reclined, Brandon Warren http://www.flickr.com/photos/ brandoncwarren/6579342767/sizes/o/ Page 10 needle, John (MTSOfan), http://www.flickr.com/photos/ 8628862@N05/5334711366/

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