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Question and manage stakeholder expectations By Lis Pardi

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Question and manage stakeholder expectations By Lis Pardi

  1. 1. QUESTION AND MANAGE STAKEHOLDER EXPECTATIONS LIS PARDI @LISPARDI
  2. 2. Lis icon designed by Jay Bellew HI. I’M LIS.
  3. 3. Present designed by Lorenzo Fernandez from the thenounproject.com THE BIRTHDAY PARTY DILEMMA
  4. 4. Wireframe designed by Missy Kelley from the thenounproject.com THE NEW PROJECT DILEMMA
  5. 5. THE IMPORTANCE OF QUESTIONS
  6. 6. CREDENTIALS ARE A TRAP
  7. 7. Education designed by Berkay Sargın from the thenounproject.com YOUR PROFESSIONAL OPINION DOESN’T COUNT (SORRY)
  8. 8. WHY NOT YOU?
  9. 9. Snail designed by aLf from the thenounproject.com DON’T WANT TO SLOW THINGS DOWN
  10. 10. Argument designed by Michael Thompson from the thenounproject.com SCARY TO QUESTION AUTHORITY
  11. 11. Rabbit designed by Samuel Fine from the thenounproject.com SLOW STARTS = BETTER OUTCOMES
  12. 12. BETTER OUTCOMES = HAPPY USERS
  13. 13. QUESTION EVERYTHING
  14. 14. Education designed by Pete Fecteau from the thenounproject.com I WANT TO CREATE A NEW PAGE
  15. 15. LET’S START A BLOG
  16. 16. WE SHOULD ADD MORE MESSAGING
  17. 17. WHY DO YOU WANT TO MAKE A CHANGE?
  18. 18. This change is a customer request. How many customers?
  19. 19. We need this to keep up with competitors. Are they a viable threat? Is this useful to customers?
  20. 20. This request is from the sales team Will it help with a big contract? Do we already have something similar?
  21. 21. I have an innovative idea! Is there a demand for this? Is this a small change with big impact?
  22. 22. GET TO THE HEART OF THE PROBLEM
  23. 23. CHALLENGE ASSUMPTIONS
  24. 24. Facebook designed by Hedie Assadi Joulaee from the thenounproject.com FIND YOUR AUDIENCE
  25. 25. UNCOVER MOTIVES
  26. 26. Blog designed by Oriol Carbonell from the thenounproject.com DON’T PICK THE FIRST SOLUTION, PICK THE ONE RIGHT FOR YOU
  27. 27. IS THIS A SOLUTION LOOKING FOR A PROBLEM?
  28. 28. Underline designed by Alex Auda Samora from the thenounproject.com BE USEFUL, THEN INTERACTIVE
  29. 29. YOUR TURN
  30. 30. KICK START YOUR DISCUSSIONS
  31. 31. FIVE WHYS Students aren’t starting their research with us 1. Why? Because our information is too dense 2. Why? We only contract with academic journals 3. Why? We are buying articles for the librarians, not the students 4. Why? Librarians are our customer 5. Why? Librarians control the budgets
  32. 32. FIVE WHYS Google Glass isn’t selling well 1. Why? 2. Why? 3. Why?
  33. 33. HOW
  34. 34. TAKE THE PROBLEM APART
  35. 35. Tomato Plant designed by Michael Zick Doherty from the thenounproject.com WHAT’S THE ROOT? ARE THERE MULTIPLE PROBLEMS?
  36. 36. ADHD designed by Kelcey Benne from the thenounproject.com DON’T BE STUMPED BY RESTRICTIONS
  37. 37. Construction designed by Rediffusion from the thenounproject.com TAKE IT APART AND REASSEMBLE
  38. 38. USE RESEARCH AND ANALYTICS TO BACK YOU UP
  39. 39. iPad designed by Kelig Le Luron from the thenounproject.com TALK TO A FEW PEOPLE
  40. 40. Save designed by Cris Dobbins from the thenounproject.com ASK HUNDREDS OF PEOPLE
  41. 41. YOUR TURN
  42. 42. ERICA WANTS TO BECOME RICH AND FAMOUS What questions would you ask Erica? What are her assumptions? What research could we do?
  43. 43. SOLUTIONS APPEAR
  44. 44. THESE STEPS WILL LEAD YOU TO YOUR SOLUTION • Think like the client • Question everything • Figure out why the change is needed • Dissect it and put all of these things together • Use research to check assumptions • That information can help identify more meaningful solutions • Restate the problem and the answer will be in front of you
  45. 45. THANK YOU LIS PARDI @LISPARDI

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