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Persuading your organisation to do awesome things

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

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Persuading your organisation to do awesome things

  1. 1. Persuading your organisation to do awesome things!" by Jax Wechsler
  2. 2. Designers do not always think about design implementation or its flow on social processes
  3. 3. Human-centred design process used by the dSchool
  4. 4. ? Human-centred design process used by the dSchool
  5. 5. Enacting innovation requires organisational change over time…
  6. 6. multi-dimensional organisational change
  7. 7. Change that is multi-dimensional
  8. 8. ! Requiring lots of persuasion!
  9. 9. How can design support change in organisations?
  10. 10. 1. Design is RESEARCH driven… Human-centred design process used by the dSchool 2. Design relies on making i.e. visualising
  11. 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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  28. 28. 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 “ %7032+%7 '%2ĥ=*%1-0=2))(71)83)ĥ ” MOTIVATION TO %1()8)61-2)(83)%7H8%7 '%2*36 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 %159-8)8-1)4336%2(H2(-2+8-1)83))6'-7)-7,%6(ĥ 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. )%10)770=-28)+6%8-2+-31)86-'86%'/-2+'%4%-0-8=;-8,,-7)-78-2+ 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
  29. 29. 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)
  30. 30. 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.!
  31. 31. The Patient Journey through the QLD healthcare system! From http://www.health.qld.gov.au/ehealth/journey.asp
  32. 32. 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
  33. 33. 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/
  34. 34. 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.
  35. 35. Community of practice Community of practice boundary objects Community of practice Star Greismeyer (1998)
  36. 36. Community of practice Community of practice sticky objects Community of practice Star Greismeyer (1998) help make change stick!
  37. 37. 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/
  38. 38. Jacqueline (Jax) Wechsler jax@stickydesignstudio.com.au http://stickydesignstudio.com.au http://cocreatingchange.com ! Mobile: +61 403 895497 Twitter: @jacwex Skype: jacwex

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