Talk prepared for the Design for Social Innovation 2014 conference held in Sydney, Australia

1. Persuading your organisation
to do awesome things!"
by Jax Wechsler

2. Designers do not always think about
design implementation
or its flow on
social processes

3. Human-centred design process used by the dSchool

4. ?
Human-centred design process used by the dSchool

5. Enacting innovation requires
organisational change
over time…

6. multi-dimensional organisational change

7. Change that is
multi-dimensional

8. !
Requiring lots of persuasion!

9. How can design
support change
in organisations?

10. 1. Design is RESEARCH driven…
Human-centred design process used by the dSchool
2. Design relies on making i.e. visualising

11. !
!
Visualisation or
d! esign objects
!
• Make the intangible seem more tangible
• Communicate human-centred research
• Communicate the current state
• Facilitate conversation and collaboration
• Springboard new ideas
• Communicate visions for the future
!
Accessible evidence of the need for change
and a vision for how change could look.

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7
Irritants, changing needs
and opportunities

30. Meet Paul
Age: 53
Marital Status: Married
Children: Yes - 3 kids.
Profession: Engineer
Income: Upper-Middle
Lives: Wife kids
My Story
English Literacy: High
CVD risk: Medium
Type 2 Diabetes: No
Hypertension: Yes
Mobility: High
Technological Abilities
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'%2ĥ=*%1-0=2))(71)83)ĥ ”
MOTIVATION
TO
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Frustrations, Barriers Concerns
My Aspiration
Opportunities For Alere
Summary of my health journey to date
I lost my father when I was a boy to a heart condition and it was a real
wake-up call for me when I was diagnosed with high blood pressure
and hyper-tension. I have 3 kids and I hope to be a grand-dad one day. I
lost my father early in life and I am determined to do what I can to stay
healthy for as long as possible. My family needs me to.
,-2+78,%8%(:)67)0=%J)'81=,)%08,.3962)=Ĵ8)',2303+=97%+)
i When I do not feel symptoms my condition is not always front of mind.
i
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i =8-1)-7:)6=7869'896)(ĥ=,)%08,6)+-1)2))(783H8-2831=(%-0=6398-2))%7-0=ĥ
i How secure is my data? Who can see it?
What makes me aspire to improve my health?
I will do anything for my family, they motivate me to do anything. I
need to be in top condition as a father and husband now and always.
Automatic biometric tracking capability through biometric measurement
devices.
Visualisation of biometric data makes his disease more tangible. It
motivates him to improve.
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technical devices make health monitoring more streamlined.
)',2-'%0-8)6%'=: None - Lo - Med - High
'')77232): Limited - Full
):-')7ħI use my desktop for: work, email, twitter, shopping. I use my
tablet for: reading, news, research. I use my Nike+ to track my jogging. I
use my smartphone *36ħ73'-%02)8;36/-2+Ħ8)8-2+Ħ4,3837ĥ

32. SOME FACTS ABOUT DEALERS
DEALER TYPES NUMBER OF DEALERS (PER STATE) CALLS TO DEALER CARE (PER MONTH)
15,544
19,814 20,873
18,744
Jan 2012 Feb 2012 Mar 2012 Average
TBC
6% TSN
7%
TLS
12%
Business
Dealers
21%
VITA
25%
Distributor
Sub-Dealers
29%
10
164 78
TOTAL 1,421
414
416
7
290
42
SRC: Jorge De Abreau, Data Analytics SRC: Jorge De Abreau, Data Analytics Src: Darren J Hollingsworth, Business Analyst
T-SUITE REVENUE (PER CHANNEL) NEXT IP REVENUE THROUGH ICT CHANNEL ICT REVENUE: NEXT IP PRODUCT BREAKDOWN
(JULY 2011 - MARCH 2012)
DIRECT WEB 45%
CONTACT
CENTRE
10%
CODE ERROR
5%
PARTNER 40%
REVENUE NEXT IP ($)
4.1M
JUNE 2009
23M
APRIL 2012
30M
(Projected)
JUNE 2012
TID Premium Ethernet
Other
SIP
Connect
3.5
%
5%
23%
4%
14%
BPN
Business IP
Connect IP
50.5%
SRC: Stephen Pech (T-suite Sales and Partner Dashboard 20120308) SRC: via Mark Ansell, ICT Channel Manager (National NextIP Report) SRC: National NextIP Report (Mark Ansell)

33. Video prototypes : how the future can look
Video Prototype : Animated wire-frames of “Janine” discussing the benefits and features made the concept
understandable by all. Annotated wire-frames and prioritised agile user-stories were delivered as well.!

35. The Patient Journey through the QLD healthcare system!
From http://www.health.qld.gov.au/ehealth/journey.asp

36. CURRENT USER JOURNEY (EPISODE)
Pre-CVD Episode Admission Treatment Info gathering Discharge Home Rehab Continued Care Lifestyle management My wish for the
LIFESTYLE
CHANGE
REHAB
NO CHANGE
IN LIFESTYLE
NO REHAB
O SMOKING O TIREDNESS
O HIGH CHOLESTEROL
O OVERWEIGHT
O CHEST PAINS
O SHORTNESS OF BREATH
WARNING SIGNS
GP
Specialist
Pharmacist
Family
Friend
Support
MEDICATION
ADVICE
LITERATURE
I was in denial
of my CV
problems.
In hindsight
I could see
myself as high
risk.
I was still in
denial –
I drove
myself to
hospital;
I took
a cab.
It was like being
in the movies
with lots of
people around
me – I was the
patient in the
scene.
I knew I was
VDIH,ZDVQ·W
worried as I we
being taken
care of.
I was given
enough
information
and
FRQÀGHQFHLQ
my treatment,
but I went
and did more
research
at home.
I was left on
my own to
take care of
myself upon
discharge
from
hospital.
I was rested
but I was bored
just watching
TV and
teleshopping.
,GLGQ·WERWKHUZLWK
rehab. It was hard to
get to and I had to wait.
I preferred to do my
own thing, so I took up
ZDONLQJ,GLGQ·WERWKHU
going to rehab and
no one called me so I
thought it was OK.
My GP takes care of the
medical side. I have to
take care of my lifestyle
EXWLW·VKDUGWRGR)DPLO
and friends moral support
is very important to help
me change and for my
well being.
I lack discipline with
my lifestyle diet and
exercise. I like food
WRRPXFKDQG,GRQ·W
have time for exercise.
I changed my eating
habits and stopped
smoking because the
episode was scary
DQG,GRQ·WZDQWWR
experience it again.
future of my health
To be healthy
in my old age
To be treated
faster
To have a
healthier heart
To be able to
achieve my goals
without pain
or worry
To have any
health problems
be addressed
promptly
To overcome
the need for
medication
OPPORTUNITIES INSIGHT JOURNEY PHASES

37. Todays designer
!
“…connectors and facilitators, as quality producers, as
visualisers and visionaries, as future builders (or co-producers).
Designers as promoters of new business models. Designers as
catalysers of change”
(Manzini, 2009, p. 11).
http://www.flickr.com/photos/bikolabs/31945 7 2 5 84/sizes/l/in/photostream/

38. New types of design knowledge
“to stimulate and steer strategic discussions, to be applied in a
variety of specific projects, to help understand what we are doing or
could do. This knowledge has to be explicit (to be clearly expressed
by whoever produces it), discussable (to permit the exchange of
opinions among many interested interlocutors), transferrable (to be
applicable by other designers) and possible to accumulate (to form a
reservoir of design knowledge that could be the starting point for
producing further knowledge...).”
Manzini, E. 2009, New Design Knowledge.”, Design Studies, vol. 30, no. 1 , p. 12.

39. Community
of practice
Community
of practice
boundary
objects
Community
of practice
Star Greismeyer (1998)

40. Community
of practice
Community
of practice
sticky
objects
Community
of practice
Star Greismeyer (1998)
help make
change stick!

41. The opportunity
A real opportunity exists for designers to help facilitate and support
innovation within organisations by delivering sticky objects that
persuade change and enable others to do their work!!
http://www.flickr.com/photos/alveart/6346803873/in/photostream/

43. Jacqueline (Jax) Wechsler
jax@stickydesignstudio.com.au
http://stickydesignstudio.com.au
http://cocreatingchange.com
!
Mobile: +61 403 895497
Twitter: @jacwex
Skype: jacwex