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FRIEND or FOE
The Importance of Perception
in Designing for Organisational Change
Clément Génin
@clemgn
DIGITAL PLATFORM
FOR
SCHOOL STAFF
NEW WAY OF WORKING
Help users:
1. See the change
2. Understand it
3. Work better with it
4. Adopt it
credits: going-dad.com
NEW MODELOLD MODEL
NEW MODELOLD MODEL
“Change begins
at the end of
your comfort zone.”
Roy T. Bennet
credits: going-dad.com
MODEL
YOU KNOW
MODEL
YOU DON’T KNOW
INTERFACE INTERFACE
ORGANISATION
DESIGN STRATEGY
STRATEGY
MODEL
ANXIETIES
TRUST/GOOD WILL
PROCESS
USERS
MENTAL MODEL
NEEDS
INFORMATION SPACE
INTENT SENSE MAKING ADOPTION
THANK YOU!
@clemgn

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Friend or Foe

Editor's Notes

  1. As IA: importance of cognitive perception. In context of change: emotional perception. I got reminded by a project.
  2. Ministry Education imposed new way of working for teachers: Planning / Collaboration / Follow up pupils… Group schools: we have this change imposed, they won’t like it  build platform to help. We built, they informed, we launched Reaction…
  3. Day 1: half schools refused to use it  unions Project took it, never recovered Surprised (user testing, demos)  went & found out:
  4. We built with org/strategy With users (what they knew) Designed space w/ onboarding BUT
  5. They didn’t even entered the space  inside: in vain Why did they rejected it upfront?
  6. Change = getting out of comfort zone Change by organization = getting pushed out of comfort zone
  7. From system you are familiar/comfortable with Someone tells you: new model Anticipation  anxiety (understand? Work with it? Lose comfort? Hurt position?) RISK Reaction: better off w/ devils you know  don’t want new space Not because it is bad, but because it brings risky change  resistance
  8. How can you avoid they see info space as place that can hurt?
  9. In strategy, keep first 2 pillars: org. users Design adoption: Found out anxieties from change Design for trust (seen as real help, not as drive of change) Process (not just space at t0)  path to new space  with transitions to leverage good will
  10. With change, design the adoption of your design. Make your space a friend, you’ll get friends into your space. Thank you.