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  • Stacy Surla
    • Stacy Surla Stacy Surla Slideshare didn’t transfer any of the notes, so I’m putting them here. / + I want to start with a story told by a client of ours named Erik. + He took his dog to the vet for urgent care, and the receptionist looked up the information by the dog’s name — not Erik’s. = + Then, in a seamless hand-off, the information, and the patient, were transferred to the vet in the exam room. + Erik didn’t have to repeat a thing to anyone. All the information and attention followed the dog. = + The vet’s office followed up through email, phone calls, and texts. They even set up the dog’s prescriptions for him! + They knew their actual end user. = + Isn’t that what we do as Information Architects? + We figure out who the real user is and design solutions and processes for that user. = / + What if our workplaces were designed to support all our colleagues working together, to solve problems? + As IAs, we can use our ways of thinking and working to transform our businesses. We can make them better at solving the problems of the connected world. = + And make them more fun and fulfilling places to work. + But it’s not just about fun. + Because now the big problem is not how to make websites work. The big problem is creating connected experiences across digital and traditional channels. =   / + Unfortunately, too many workplaces don’t understand what you do beyond making wireframes. + Take Jane, the IA. + She’s valuable because she sees the big picture AND the little pieces. = + Jane’s true superpower is she can change the game with her IA thinking and doing. + What would happen if you could plug that superpower into your business? + What if you could change the entire design of how you and your colleagues work? = + Right now no matter what company you go into, they most likely have a poor design for how to solve problems and create meaningful change. + You have design by afterthought. + You have design by fear of the consequences. = + But as IAs, we can bring a better, more innovative, and more fulfilling design: + Design by doing. + It’s what my group is bringing into the picture, not only for our clients but within the company itself. / + We’re doing a project for Erik that uses websites, social media, text messaging, and mobile apps to help people stop smoking. + The next challenge is to build connected experiences for quitters that cross online and offline channels. = + No requirements session is going to solve that level of problem. + We have to get the clients and the team to actually do the work of design. + This is design by doing. /   + Erik’s story about his dog came out of a design doing workshop. + His staff shared examples of great, or terrible, customer experiences. + And then THEY saw what they want in their quit smoking program. Like empathy, and information that follows along WITH you. / + Here’s more about some tools we use. + The Volte we did with Erik is a way to solve big problems by baking in client participation. It includes deep dives into gathering and discerning, and a Shape workshop to craft the way forward. = + Innovation Mining. To uncover project innovation in the company. We’re also digging for where innovation should be happening, but isn’t. + Hack Days. Competitions where cross-disciplinary teams solve real client problems, and win fabulous prizes. = + Dry Runs. For instance we’re training ourselves to deliver rapid working code, in one-day or even one-hour sprints. It’s like LeanUX improv. = + Journey Mapping + Business Origami + Cross-Channel Heuristics. + Use methods like these to bootstrap your way to becoming an agent, or architect, of change. + I’ll provide a link to a handout on how these tools work. /   + You might be saying at this point, though, “This sounds well and good, but I’m just one person in a big bureaucracy.” + It’s scary to be in your position. You want it to work, but do you have the power to make your business better at solving problems? = + You do. You have your IA thinking. + Your methods and concepts are tools in your utility belt. = + Do not fear to use your superpowers. Trust your point of view, your vision of what’s important and what’s next. + And create a Design Doing work environment. Where all your crazy and beautiful ideas become the normal way to work.  1 month ago
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