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How might you
scaffold change in 
your organisation?

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PRESENTED AT UX AUSTRALIA DESIGN RESEARCH CONFERENCE 2017:

Design necessitates change. Whether it is slightly improving the way that things are done around here (incremental innovation), or coming up and implementing something completely new (radical innovation), design requires people to do things differently. Design is often focused on the what of the new and does not always consider the how. When external consultants and design teams are engaged to work on the discovery and design phases of programs, they are often divorced from implementation processes and must pass the ball back to the organisation and hope they kick a goal.

Design implementation can require changes to business processes, business models, organisational structures, marketing, branding and messaging. It requires change that rests upon the collective efforts of lots of different people, such as those that design products and services, to those that market them, to operations and finance, HR, distribution, and legal teams. Design implementation relies on social processes that take time, particularly within large organisations. After working hard to generate sound customer insights and design solutions, a gap between design and implementation processes can prevent organisations from delivering customer-centric services.

Like scaffolding, research informed design artefacts can support workers to do their work and contribute to collective outcomes. Using examples from private and public sector projects, Jax explains how design research can support organisational members implementing design and creating change within organisations. Lets turn the human-centred design lens back on ourselves and think about how we can provide organisations with design artefacts that are useful, usable and enabling.

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How might you
scaffold change in 
your organisation?

  1. 1. Scaffolding change with 
 design artefacts By: Jax Wechsler jax@stickydesignstudio.com.au @jacwex
  2. 2. Designers do not always think about 
 implementation 
 or its flow on 
 social processes
  3. 3. ?
  4. 4. Design artefacts are created by and through the process of design. E.g. prototypes, personas, journey maps, process-flows, wire-frames, service blue-prints, conceptual designs etc.
  5. 5. ?
  6. 6. Starr and Greismeyer, 1998 BOUNDARY
 OBJECT COMMUNITY COMMUNITY COMMUNITY
  7. 7. subject object rules division of labourcommunity MEDIATING
 ARTEFACT 

 Activity Theory, Engeström 1987 
 
 
 OUTCOMES
  8. 8. subject object rules division of labourcommunity MEDIATING
 ARTEFACT 

 Activity Theory, Engeström 1987 
 
 
 OUTCOMES SOCIAL CONTEXT
  9. 9. 
 
 other 
 teams other 
 teams design 
 teams 
 COLLECTIVE
 OUTCOMES
  10. 10. Scaffold Design artefacts 
 scaffold innovation as they enable others to do their work!
  11. 11. www.jaxwechsler.com/scaffoldinginnovation Please get in touch if use this or find it useful!
  12. 12. Scaffolding roles for artefacts • Customer empathy enablers • Persuasive and political tools • Sense-making tools • Collaboration and conversation facilitators • Communication devices : Supporting organisational learning • Communication devices : Shared visions for the future and implementation
  13. 13. As a __________ I can ____________ So that ____________ __________________
  14. 14. THE CHILD JOURNEY Scared Shame Guilty Anxious Am I going to get into trouble? Will mum and dad think I told them? Danny doesn't live with his mum and dad anymore because he told. Will dad go to jail? What are the kids at school going to say about me? Scared Anxious Worried I want mum to get help but I don't want her to get into trouble.I didn't sleep well cos there was lots of people over again last night. Isolated Sad Anxious Will they think I made this up? Sad Alone I want to stay with mum and dad. I told them the last time but nothing changed. What will happen if I tell the truth? I hope mum saves some money for food this week. Who's going to feed the baby? That's my job! Will mum and dad be OK? Is uncle Bob going to hurt them? Who's going to protect and look after mum and my broth- ers? I make Sammy and Jess Weetbix for dinner when mum doesn't come home. I had to call the ambulance for mum again last night. Uncle Jim is mean to mum. He makes her cry and throws things at her. Bill told me that if I told anyone about our 'game' he would hurt my mum. Embarra At least I know the school will feed me at lunch time if I have no lunch again. This is the same nurse I had the last time when dad hurt me. I love coming to play group my case worker and mum play fun games with me. Will the police make Uncle Jim stop hurting my mum. I really like our new caseworker she helps mum keep our house clean and tidy. It's a pretty cool place to hangout, plus if me or my mum needany help they will help us here. Stressed HopefulScared Sad Confused What is happening... Life is tough EARLY INTERVENTION ASSESSM Can I trust thiWhat’s going to happen to my family? INTAKE ed Is mum going to keep her appointments this time? Anxious Worried Relieved I miss mum and dad. When will I see my family again? We have a daily routine now. I had breakfast this morning. Terrif ied I like my caseworker Marie. She listens to me. Distrust Cared for kill myself if they take me away. ow they hurt me they love me and don't mean it. It's all my fault. Mum said it wouldn't be like this if I wasn't born. Things are better, but will they stay this way? Ostracized My brother lives somewhere else and that makes me sad, I miss him... Unsettled Relieved Moving around from place to place all the time feels bad. We stayed at a motel, how long will I be here? Sad AngryScared Who has room for a kid like me? I hate having to move schools again... I miss mum and dad. How long will I have to stay here? Worried I don't fee I fit in he I love my ad family and it' I still get to birth mum and I'm never goin live with my mum again Confused I wonder what m doing for Christm I know My mum did lots of things with FACS to get me back. In the beginning I had to see mum in the office it was just weird for us, I missed her so much. After some time we started going out to the park this was much more fun. I see mum much more now. My caseworker said we are nearly ready to go back home. I am going home and can live with mum again Relieved Happy Hopeful Nervous SHORT TERM PLACEMENT How long will I be here? RESTORATION I am back where I belongon? INTERVENTION Things are changing
  15. 15. aily w. ast g. red for better, but ay this way? My brother lives somewhere else and that makes me sad, I miss him... Unsettled Relieved Moving around from place to place all the time feels bad. We stayed at a motel, how long will I be here? Sad AngryScared Who has room for a kid like me? I hate having to move schools again... I miss mum and dad. How long will I have to stay here? Worried My mum did lots of things with FACS to get me back. In the beginning I had to see mum in the office it was just weird for us, I missed her so much. After some time we started going out to the park this was much more fun. Nervou SHORT TERM PLACEMENT How long will I be here? I am bang
  16. 16. 1. Unpack the social context - Who can affect and who is affected by this? - Who needs to be involved in the change? 2. Reuse and repurpose …. be efficient How might you broaden your audiences to bring 
 more people on the journey? Raw data is persuasive.
 
 3. Consider knowledge management Remember knowledge spreads in non-hierarchical ways.
 Make your artefacts interesting and fun so they go viral : )
  17. 17. jax@stickydesignstudio.com.au @jacwex How might you
 scaffold change in 
 your organisation? jaxwechsler.com

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