Beyond technology | The challenges of active user engagement

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This presentation explores the challenges and obstacles faced by an organisation in getting user engagement when implementing new software and working practises. Showcasing different techniques used for user adoption, from Alexander Graham Bell's telephone to Apple's iPod, this presentation clearly identifies the key areas in which a project can become successful, but also where it can fail.

Carlos Miguens, Head Consultant for Zaizi, presenting at the Oxfam event, Global Intranet in the Cloud, shows the best methods for implementing and ensuring the success of working with a new software platform.

With an onus towards Oxfam's Drupal installation with Alfresco, Carlos succinctly takes us on the journey from conception, to roll out and ensuring that the implementation becomes a successful one.

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Beyond technology | The challenges of active user engagement

  1. 1. Beyond technology, the challenges of active user engagement Carlos Miguens 16th January 2014 Friday, 17 January 14
  2. 2. Adoptability Beyond technology, the challenges of active user engagement Carlos Miguens 16th January 2014 Friday, 17 January 14
  3. 3. Today Working effectively together Friday, 17 January 14
  4. 4. Today  Adoption stories Working effectively together Friday, 17 January 14
  5. 5. Today   Adoption stories Impacting factors Working effectively together Friday, 17 January 14
  6. 6. Today    Adoption stories Impacting factors Getting user adoption Working effectively together Friday, 17 January 14
  7. 7. Today     Adoption stories Impacting factors Getting user adoption The 5 rules of user engagement Working effectively together Friday, 17 January 14
  8. 8. May 2013 – BBC cancels DMI Project Working effectively together Friday, 17 January 14
  9. 9. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? Working effectively together Friday, 17 January 14
  10. 10. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • Designed as a production tool accessible via the desktop Working effectively together Friday, 17 January 14
  11. 11. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Working effectively together Friday, 17 January 14
  12. 12. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Archive material also accessible via the DMI Working effectively together Friday, 17 January 14
  13. 13. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Archive material also accessible via the DMI A one-stop shop for making TV and radio programmes. Working effectively together Friday, 17 January 14
  14. 14. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • • • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Archive material also accessible via the DMI A one-stop shop for making TV and radio programmes. Off-the-shelf production software is widely used by the rest of the media industry. Working effectively together Friday, 17 January 14
  15. 15. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • • • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Archive material also accessible via the DMI A one-stop shop for making TV and radio programmes. Off-the-shelf production software is widely used by the rest of the media industry. £98.4m Working effectively together Friday, 17 January 14
  16. 16. May 2013 – BBC cancels DMI Project WHAT WAS THE DIGITAL MEDIA INITIATIVE? • • • • • Designed as a production tool accessible via the desktop From the raw footage right through to the final edit. Archive material also accessible via the DMI A one-stop shop for making TV and radio programmes. Off-the-shelf production software is widely used by the rest of the media industry. £98.4m Working effectively together Friday, 17 January 14
  17. 17. In a report published this year, the Texas state auditor’s office examined 13 IT projects, nine of which had overrun. It concluded, admittedly on a small sample, that agencies using commercial off-the-shelf technology “exceeded their budgets by a smaller amount and took less time to complete their projects” than those that did not. Working effectively together Friday, 17 January 14
  18. 18. In a report published this year, the Texas state auditor’s office examined 13 IT projects, nine of which had overrun. It concluded, admittedly on a small sample, that agencies using commercial off-the-shelf technology “exceeded their budgets by a smaller amount and took less time to complete their projects” than those that did not. Using Drupal is a Good Thing Working effectively together Friday, 17 January 14
  19. 19. Don’t blame the sales man Working effectively together Friday, 17 January 14
  20. 20. Don’t blame the sales man Working effectively together Friday, 17 January 14
  21. 21. Why do projects succeed Seven Reasons IT Projects Fail IBM Systems Magazine February 2012 | by Joseph Gulla Working effectively together Friday, 17 January 14
  22. 22. Why do projects succeed Seven Reasons IT Projects Fail IBM Systems Magazine February 2012 | by Joseph Gulla Working effectively together Friday, 17 January 14
  23. 23. Why do projects succeed Technical Method People Business Project Management 0% Seven Reasons IT Projects Fail IBM Systems Magazine February 2012 | by Joseph Gulla Working effectively together Friday, 17 January 14 15% 30% 45% 60%
  24. 24. Why do projects succeed Technical Method People Business Project Management 0% Seven Reasons IT Projects Fail IBM Systems Magazine February 2012 | by Joseph Gulla Working effectively together Friday, 17 January 14 15% 30% 45% 60%
  25. 25. What does this have to do with Adoptability? Working effectively together Friday, 17 January 14
  26. 26. Stories Friday, 17 January 14
  27. 27. Adoption of technology by end users is key to its success – even the most brilliant innovation is worth nothing if it doesn’t get used. Image from Wiki Commons Working effectively together Friday, 17 January 14
  28. 28. “The Americans have need of the telephone, but we do not.We have plenty of messenger boys.” Sir William Preece, Chief Engineer, British Post Office, 1878 Working effectively together Friday, 17 January 14
  29. 29. Working effectively together Friday, 17 January 14
  30. 30. Working effectively together Friday, 17 January 14
  31. 31. Working effectively together Friday, 17 January 14
  32. 32. Working effectively together Friday, 17 January 14
  33. 33. Observational learning Working effectively together Friday, 17 January 14
  34. 34. Email MAIL> MAIL> PRINT/ALL Working effectively together Friday, 17 January 14
  35. 35. Email MAIL> MAIL> PRINT/ALL Peer pressure Working effectively together Friday, 17 January 14
  36. 36. Music Players • • • Integrated Simple to use Not overloaded with features http://www.macworld.com/article/1053505/ipodfive.html Working effectively together Friday, 17 January 14
  37. 37. By end of 2001 Apple sold 125,000 iPods Working effectively together Friday, 17 January 14
  38. 38. By end of 2001 Apple sold 125,000 iPods Working effectively together Friday, 17 January 14
  39. 39. But there was still a big problem 15 Working effectively together Friday, 17 January 14
  40. 40. But there was still a big problem 15 Working effectively together Friday, 17 January 14
  41. 41. >90% But there was still a big problem 15 Working effectively together Friday, 17 January 14
  42. 42. By end of 2001 Apple sold 125,000 iPods Working effectively together Friday, 17 January 14
  43. 43. By end of 2001 Apple sold 125,000 iPods Working effectively together Friday, 17 January 14
  44. 44. By end of 2001 Apple sold 125,000 iPods Working effectively together Friday, 17 January 14
  45. 45. By end of 2008 Working effectively together Friday, 17 January 14
  46. 46. By end of 2008 Working effectively together Friday, 17 January 14
  47. 47. By end of 2008 they sold 54 million Working effectively together Friday, 17 January 14
  48. 48. By end of 2008 they sold 54 million Whole product Working effectively together Friday, 17 January 14
  49. 49. Working effectively together Friday, 17 January 14
  50. 50. What does this have to do with adoptability? Working effectively together Friday, 17 January 14
  51. 51. Factors affecting adoption Friday, 17 January 14
  52. 52. Working effectively together Friday, 17 January 14
  53. 53. Working effectively together Friday, 17 January 14
  54. 54. Organisational Working effectively together Friday, 17 January 14
  55. 55. Organisational Complexity of the system The size of the user base Loss of focus on the user Working effectively together Friday, 17 January 14
  56. 56. Working effectively together Friday, 17 January 14
  57. 57. Individual Working effectively together Friday, 17 January 14
  58. 58. Individual Perceived usefulness Working effectively together Friday, 17 January 14
  59. 59. Individual Perceived usefulness Complexity of the system Working effectively together Friday, 17 January 14
  60. 60. Individual Perceived usefulness Complexity of the system Propensity to change Working effectively together Friday, 17 January 14
  61. 61. Individual Perceived usefulness Complexity of the system Propensity to change Amount of change required in working Working effectively together Friday, 17 January 14
  62. 62. Individual Perceived usefulness Complexity of the system Propensity to change Amount of change required in working Peer pressure Working effectively together Friday, 17 January 14
  63. 63. Individual Perceived usefulness Complexity of the system Propensity to change Amount of change required in working Peer pressure Executive support Working effectively together Friday, 17 January 14
  64. 64. Individual Perceived usefulness Complexity of the system Propensity to change Amount of change required in working Peer pressure Executive support Little things matter Working effectively together Friday, 17 January 14
  65. 65. Getting user adoption Friday, 17 January 14
  66. 66. Recap Working effectively together Friday, 17 January 14
  67. 67. Recap • Organisational ≠ User Working effectively together Friday, 17 January 14
  68. 68. Recap • • Organisational ≠ User Users are people Working effectively together Friday, 17 January 14
  69. 69. Recap • • • Organisational ≠ User Users are people People • Like simplicity • Learn by watching others • Want to be part of a group Working effectively together Friday, 17 January 14
  70. 70. Recap • • • Organisational ≠ User Users are people People • • Learn by watching others • • Like simplicity Want to be part of a group Best products deliver a whole solution Working effectively together Friday, 17 January 14
  71. 71. Working effectively together Friday, 17 January 14
  72. 72. Working effectively together Friday, 17 January 14
  73. 73. Working effectively together Friday, 17 January 14
  74. 74. We are producing data on a massive scale that is fast polluting our working environments and also encroaching into our personal lives. At Atos Origin we are taking action now to reverse this trend, just as organizations took measures to reduce environmental pollution after the industrial revolution. Working effectively together Friday, 17 January 14
  75. 75. Working effectively together Friday, 17 January 14
  76. 76. Working effectively together Friday, 17 January 14
  77. 77. Working effectively together Friday, 17 January 14
  78. 78. Working effectively together Friday, 17 January 14
  79. 79. Little things matter Friday, 17 January 14
  80. 80. Working effectively together Friday, 17 January 14
  81. 81. Working effectively together Friday, 17 January 14
  82. 82. Little things matter Working effectively together Friday, 17 January 14
  83. 83. Little things matter • Too many keystrokes Working effectively together Friday, 17 January 14
  84. 84. Little things matter • • Too many keystrokes New system misses a small but frequently used feature Working effectively together Friday, 17 January 14
  85. 85. Little things matter • • • Too many keystrokes New system misses a small but frequently used feature System neglects some small part of the population Working effectively together Friday, 17 January 14
  86. 86. Little things matter • • • Too many keystrokes New system misses a small but frequently used feature System neglects some small part of the population Working effectively together Friday, 17 January 14
  87. 87. What does this have to do with adoptability? Working effectively together Friday, 17 January 14
  88. 88. What does this have to do with adoptability? Working effectively together Friday, 17 January 14
  89. 89. Plan early Definition Initiation sprints Discovery Design Development Deployment Closure Change Management Quality and Procedures Agility by Zaizi taking you from A to Z Working effectively together Friday, 17 January 14
  90. 90. Plan early Definition Initiation sprints Discovery Design Development Deployment Closure Change Management Quality and Procedures Agility by Zaizi taking you from A to Z Working effectively together Friday, 17 January 14
  91. 91. The 5 rules of user adoption Friday, 17 January 14
  92. 92. The 5 rules of user engagement http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  93. 93. The 5 rules of user engagement  Users need a “whole product” http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  94. 94. The 5 rules of user engagement   Users need a “whole product” Train executive sponsors http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  95. 95. The 5 rules of user engagement    Users need a “whole product” Train executive sponsors Involve users early http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  96. 96. The 5 rules of user engagement     Users need a “whole product” Train executive sponsors Involve users early Train before deployment http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  97. 97. The 5 rules of user engagement      Users need a “whole product” Train executive sponsors Involve users early Train before deployment Training available during and after http://en.wikipedia.org/wiki/Whole_product Working effectively together Friday, 17 January 14
  98. 98. No dachshunds were harmed during the making of this presentation Working effectively together Friday, 17 January 14
  99. 99. No dachshunds were harmed during the making of this presentation Working effectively together Friday, 17 January 14
  100. 100. Thank you Carlos Miguens Friday, 17 January 14
  101. 101. Zaizi Headquarters Brook House 4th Floor, North Wing 229-243 Shepherd’s Bush Road London W6 7AN United Kingdom T: (+44) 20 3582 8330 Zaizi Iberia Calle Gremios 13-15, Edificio Diseño Planta 1, Oficina 5 41927 Mairena del Aljarafe Sevilla Spain T: (+34) 666 42 43 64 Zaizi Asia 50 Flower Road Colombo 07 Sri Lanka T: (+94) 112 301 461 Zaizi Singapore 14 Robinson Road #13-00 Far East Finance Building Singapore 048545 T: (+65) 3158 5886 F: (+65) 6323 1839 VAT Registration No GB 932 8855 89 Registered in England and Wales with registration number 6440931 www.zaizi.co m Friday, 17 January 14

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