Guest Speaker - Helen Bevan Design and Change Agency World-renowned health care rebel Helen Beven joins us for a candid conversation on the role of design in change agency.

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2. Live tweet with us
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3. What did you like
the most?
#VDS2020
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4. An efficient failure
• Didn’t hit the mark
• You learned something (many things)
• Saved from implementing the wrong solution.
A flawed success
• Met some, not all, of your users’ needs
• You learned something (many things)
• Iterate to test again
An epic win
• Met your users’ needs
• Users easily completed tasks and engaged with all features
• Ready to implement!
Types of success
#VDS2020
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5. May 19th, 2020
#VDS2020
@Design4AHS
The world-renowned healthcare
rebel joins us for a candid
conversation on the role of
design in change agency.
Helen Beven
Design + Change Agency
Helen is a Leader of Change within the NHS in England, UK.

6. NHS England and NHS Improvement
to change
Power is the ability to
produce intended effects
Bertrand Russell
Helen Bevan
@HelenBevan
@Design4AHS
#VDS2020
Taking the

7. Jeremy Heimens, Henry Timms New Power: How it’s changing the 21st Century and why you need to know (2018)
new power
Current
Made by many
Pulled in
Shared
Open
Relationship
old power
Currency
Held by a few
Pushed down
Commanded
Closed
Transaction
@HelenBevan #VDS2020

8. 3 |3 |
The power of relationships, united by purpose
Joseph Gremy
and David
Maxfield
• Crisis leadership is relational
• Virtual working needs to be relational
• The community response is relational
Samer Araabi
@HelenBevan #VDS2020

9. 4 |
Covid-19 metaphors and power
Sources:
Ella Saltmarshe: https://medium.com/@ellasaltmarshe/8-tips-for-framing-covid-19-f3c897c1ffa6
Public Interest Research Centre: https://publicinterest.org.uk/part-4-metaphors/
The Workshop: https://mcusercontent.com/b0185015163b8400982fe50f3/files/5b54ba18-e698-4ee5-8c68-
9d950d81b6db/The_Workshop_Covid19_Digital.01.pdf?mc_cid=620d8519d0&mc_eid=f7b8a6dd7c
Avoid
• The war, the fight, the
battle against Covid-19
• Crime: “lockdown”;
“curfew”; social
isolation “transgressors”
• Doctors and nurses as
“superheroes”, “troops in
battle”, “frontline”
• “Battening down”
• Needs command &
control, top down
leadership
Encourage
• A journey with challenges and a hopeful
destination
• Positive human actions based on shared
purpose: “Building”, “forging”
“reconstruction”
• Many people working together, each playing
their part - interdependence
• Creating resilient, connected communities

10. Source: @DorisGrinspun
“Superhero” doctors and nurses “battle” Covid-19
@HelenBevan #VDS2020

11. Why “empowerment” is problematic
a design goal
@HelenBevan #VDS2020

12. The power,
individually and
collectively, to make
a positive difference
@HelenBevan #VDS2020

13. Building agency (not “empowerment”)
In Jönköping Sweden,
the “living library”, a
group of patient leaders,
is supporting thousands
of service users to make
the switch to virtual
consultations during the
Covid-19 pandemic
@HelenBevan #VDS2020

14. People who are highly connected have
twice as much power to influence
change as people with hierarchical
power
Leandro Herrero
http://t.co/Du6zCbrDBC
@HelenBevan #VDS2020

15. Find the 3% “super-connectors”!
Source: Organisational Network Analysis by Innovisor
Just 3% of
people in the
organisation or
system typically
influence 85% of
the other people
.Influencers
@HelenBevan #VDS2020

16. Why superconnectors?
A major cause of change failure is poor dialogue with
the informal organisation
The 3% informal influencers:
• Have the relationships, networks, content and context
• drive the perceptions of other people
• are the go-to people for advice
• make sense of things and reduce ambiguity for others
• Are trusted by peers more than formal leaders are trusted
• Are often unknown to formal leaders
Source: Innovisor
Source of graphic:
The Strategy Group
Even more important at a time of ambiguity and uncertainty
@HelenBevan #VDS2020

17. The 3% rule also appears true for social
media
Source: research by Graham MacKenzie using NodeXL
In health and
healthcare globally,
tweets by 3.3% of
tweeters accounted
for 85% of retweets
@HelenBevan #VDS2020

18. Don’t underestimate the power of social as a
source of information to drive change
@HelenBevan #VDS2020

19. The superconnectors become even more important at
times of ambiguity and uncertainty
@davemorgan_NEAS
@trishgreenhalgh @doctor_oxford
@HelenBevan #VDS2020

20. Innovisor Evidence-based change
McKinsey Tapping the power of hidden influencers
Mike Klein Internal influencers: actionable and no longer optional
How do you find your superconnectors?
Ask other people!
Who do you
go to for information
when you have concerns
at work?
Who’s advice do you
trust and resect?

21. What does this mean for me?
- Build your connections
and relationships
- Be a model of trust and
positive behaviours
- Always, always follow up
Be a
superconnector
Source of graphic:
The Strategy Group
@HelenBevan #VDS2020

22. What does this mean for me?
- Build your connections
and relationships
- Be a model of trust and
positive behaviours
- Always, always follow up
Be a
superconnector
- Get their insights
- Engage them in
change
- Stay connected for the
long haul
Find your
superconnectors
@HelenBevan

23. As senior leaders, we may be less
influential than we think
If we want to get the same
level of influence through
top down change as the 3% get,
we need four times more people
Source:
Jeppe
Hansgaard,
Innovisor

24. 19 |
The predominant approach in recent years has been
STRUCTURE but the Covid 19 response means a big shift
towards AGENCY
The design dilemma at the heart of change
Structures and
systems
Performance goals
Compliance
Regulation
Competition
Programme
Management
Incentive systems
Activation
Ability to make choices
Collective action
Leaders everywhere
Social action
Solidarity
Social movements

26. The leaders who succeed in the future will be those
who develop the ability to operate in new power ways
Individual capacity
Design process
Information flows
Structure and agency
Leadership
Modified from Donella Meadows adaptation of leverage points in
OECD ‘A brief history of systems approaches’ 21

27. “Whether we march with banners or
without - the important thing is
that we march together. All of us.
That’s what this thing has been
about from the beginning. And that
is absolutely how it is going to end.
Together. Us. United”
(Joe in Pride by Stephen Beresford)
What next?
22
@HelenBevan #VDS2020

28. From the Chat Box
#VDS2020
@Design4AHS
Tweet us your burning
questions and tag us
@Design4AHS
#VDS2020
Use the chat box to
ask questions, or tweet
Tai @Taimhuynh

29. Free toolkits
IDEO Designkit.org
Google Ventures Designsprintkit.withgoogle.com
Radboundumc Tinyurl.com/w85kkr6
Cool websites
Upskill + how to design.tutsplus.com/
Design stories openideo.com/our-work
Healthcare design healthcaredesignmagazine.com
Good reads
J. Knapp, Sprint: Solve big problems and test new ideas in five days
S. Johnson, Where Good Ideas Come From
T. Brown, Change by Design
Tools for inspiration
#VDS2020
@Design4AHS

30. Tired of boiling water every time
you make pasta? Boil a few
gallons at the beginning of the
week and freeze for later!
Pro-tip:

31. 1. Question your bias
2. Be humble
3. Romance the pain
Why is this so hard?
Pro-tips
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@Design4AHS

32. Sneak design into
your everyday
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@Design4AHS

33. We built this using design,
and we need your help.
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34. Let's chat: Design.Lab@AHS.ca
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