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Effect Mapping: A Better Way to Get Really Usable Results Out of IT Projects
”implement ”need a much version
2.0 of ☞ more stable system X” platform” ”shift to a ”want to more modern ☞ publish faster, CMS” with less effort” ”get more ”must increase visitors to the web site” ☞ revenue from ads and sales”
”need a much ”downtime more
stable ☞ less than platform” 0.1 %” ”want to ”decrease time publish faster, ☞ to publish page with less effort” from 10 to 2 min” ”must increase ”conversion revenue from ads and sales” ☞ rate up from x to y %”
• Interviews with stakeholders •
2 – 3 workshops with decision makers • ”Why? Why? Why? Why?” • What should be the lasting improvement, after the project is over? • Buy-in on desired effects, KPI / metrics
Effects More efficient order management
✘ # # time/order -30 % mistakes -60 % ? ? ? Which users can create the desired effects? (If it isn’t used, their will be no effects.)
Case #3: The National Board
of Health and Welfare’s web site Effects Follow our rules! ✘ Effect agents nurses doctors health admins
Case #3: The National Board
of Health and Welfare’s web site Traditional web site with ”news” Interviews with +40 users Noone was interested in news or read them!
Case #3: The National Board
of Health and Welfare’s web site Get answers! Medical questions, specific Advice on malpractice issues
Case #3: The National Board
of Health and Welfare’s web site Get answers! Medical questions, specific Advice on malpractice issues Have my say! Want to influence, critizise, suggest
Usage goals What are the
user’s goals? Why would they use it? The key to success is Understanding user’s goals ... and aligning them with business goals.
Effects More efficient order management
✘ # # time/order -30 % mistakes -60 % Effect Order agents recipient Usage Want fewer incomplete # incomplete orders -75 % goals forms
To summarize: Increased buy-in Unified
document Goal in sight Tracability Built-in measurements Focus on benefits for the organisation ... ... and qualities of use for the user
Questions? • Effect managment? •
UX/IT in Sweden? • My book ”Stupid bloody system! – UX as a cause of stress in the workplace”? • The welfare state? • The Swedish Bikini Team?