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Maturity Models
- 3. Have you heard of Maturity Models?
- 4. Summary A discussion on Maturity Models in Digital Era. Do we need them? Do they make sense? Will they bring value?
- 5. Why do we need them?
- 6. What happening on the ground? • People are not reading the manual • We repeat what we did before with new tools • Tools are blamed
- 7. Writing is on the Wall Eighty-four percent of brands in Forrester's US Customer Experience Index (CX Index™) got "OK" scores or worse from their customers in 2015. This is a clear sign that their current approach to customer experience management (CXM) isn't working.
- 9. “There is no quick and easy way to get to the highest levels of Maturity. It is not possible to make a jump. Companies should spend lots of efforts and time to make their way to the top levels of UX Maturity.”
- 10. “It’s bit more complicated”
- 11. But…
- 12. Don’t Worry!
- 13. We have been here before!
- 14. What is a Maturity Model?
- 15. What is a Maturity Model? - a framework - a model - guide - evolution of past knowledge
- 16. Philosophy - Descriptive: as-is assessment - Prescriptive: determine where and how to improve - Benchmarking: compare with similar organisations
- 17. Where are they applied? Supply chain management Enterprise Capabilities Data Exchange Enterprise Architecture
- 18. What are they for?
- 19. Outcomes Help clients to understand that they need to change Help users to learn the platform better Empower client in multi-vendor relationships
- 20. Outcomes Formalise your knowledge Provide a point of reference for connecting the dots Provide mechanism for verifying strategy
- 21. What do Maturity Models Look Like?
- 22. Visually (Gena Drahun) Stool Triangle, Iceberg Waterfall, Stairs, Progression, Matrix, Radial, Ven, Honeycomb, XY Cycle, Journey, Cube, Umbrella Funnel, Diamond, Squiggle
- 25. CMM
- 26. Izac Ross, 2015
- 27. CMM
- 28. UK Design Council, 2005
- 29. Maturity Model Examples CMMI, ISO15504, TIPA PRINCE, PMBOK, COBIT, ITIL, TOGAF, Zachman, Lean-S6, Agile BPMM, BPMMM, PEMM, OPM3 Corporate Governance DAM Maturity Model SEO Maturity Model Conversion Optimisation Maturity Model ISO 9241, UX/CX Maturity Models
- 35. You need a Model!
- 36. But not just one…
- 37. PROCESS PRODUCT A PRODUCT B PRODUCT XPRODUCT DPRODUCT C
- 38. PRODUCT A PRODUCT B PRODUCT XPRODUCT DPRODUCT C PRODUCT A PRODUCT B PRODUCT XPRODUCT DPRODUCT C Marketing PRODUCT A PRODUCT B PRODUCT XPRODUCT DPRODUCT C
- 39. How to get started?
- 40. Starting Points • If you are dev start with creating a map of features then roll up into capabilities, then connect to business flows • If you are practitioner your business flow to best practices, filter/map them to functional areas then map to system features. • If you are stakeholder empower someone in your organisation to invest time into finding a starting point for modelling • Slideshare Gena Drahun
- 41. Wait there is more!
- 42. ADOBE Playbooks with Models • Analytics • Audience Manager • Campaign • Experience Manager • Media Optimizer • Primetime • Social • Target Scott Rigby et al
- 44. © 2012 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Editor's Notes
- http://www.wikihow.com/Play-Pin-the-Tail-on-the-Donkey
- https://www.linkedin.com/pulse/digital-transformation-putting-lipstick-pig-dirk-rohweder
- https://www.linkedin.com/pulse/wicked-truth-ux-maturity-gena-drahun
- BPM
- It's a framework for measuring organisational operational capacity It’s a theory about how organisational capabilities evolve is a stage-by-stage Domain Reference and Assement Models
- http://www.wikihow.com/Play-Pin-the-Tail-on-the-Donkey
- Help clients to understand that they need to change? (it the change system will fit better) Help users to learn the platform better? (avoid ReadTheManual syndrome) Empower client with power to ensure multi-vendor relationships work to the same goal? (avoid Vendor vs Vendor) It's a way of formalising and classifying knowledge. It's a way you can explain your knowledge to another person without taking them to death It's a way you can explain and keep on referring to while everyone learns and realigns
- Help clients to understand that they need to change? (it the change system will fit better) Help users to learn the platform better? (avoid ReadTheManual syndrome) Empower client with power to ensure multi-vendor relationships work to the same goal? (avoid Vendor vs Vendor) It's a way of formalising and classifying knowledge. It's a way you can explain your knowledge to another person without taking them to death It's a way you can explain and keep on referring to while everyone learns and realigns
- CMM
- UK Design Council, 2005
- CMMI - ITIL Ability for organisation to accepts new systems/ prepencity Fashinistic purchase Buy before they need TIPA - Tudor IT Process Assessment OPM3 - Organizational Project Management Maturity Model PEMM – Process Enterprise Maturity Model BPMM – Business Process MM UX/CX ~ 300x ISO 9241 Ergonomics of Human-System Interaction.
- Tom Stewart, 1976
- Pick a model merge it with Tool Maturity
- Scott Rigby, Gerardo Contreras, Tamara English & Cindy Rudman Find/Encourage tools
- Summary 80% models are also hit and miss - avoid to be overly optimistic for process Don’t blame the tools