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Designing Influence In Organizations

IA Summit talk on building influence in the organizations designers, information architects and other user experience pros work in.

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IA Summit 2010                        The Centre for Citizen Experience




Designing Influence In organizations
Jess McMullin
Centre for Citizen Experience
April 10, 2010




Designing Influence   @jessmcmullin                   jessmcmullin.com
IA Summit 2010                        The Centre for Citizen Experience




Designing Influence   @jessmcmullin                   jessmcmullin.com
IA Summit 2010                                           The Centre for Citizen Experience




        What Makes a
       Great Product?
         http://www.flickr.com/photos/jliba/4487085485


Designing Influence                   @jessmcmullin                      jessmcmullin.com
IA Summit 2010                        The Centre for Citizen Experience




So Why Isn’t Every
  Product Great?
Designing Influence   @jessmcmullin                   jessmcmullin.com
IA Summit 2010                        The Centre for Citizen Experience




           Success is the


            Not the Rule
Designing Influence   @jessmcmullin                   jessmcmullin.com
IA Summit 2010                        The Centre for Citizen Experience




             Latest Standish Group Chaos numbers




Designing Influence   @jessmcmullin                   jessmcmullin.com

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Designing Influence In Organizations

  • 1. IA Summit 2010 The Centre for Citizen Experience Designing Influence In organizations Jess McMullin Centre for Citizen Experience April 10, 2010 Designing Influence @jessmcmullin jessmcmullin.com
  • 2. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 3. IA Summit 2010 The Centre for Citizen Experience What Makes a Great Product? http://www.flickr.com/photos/jliba/4487085485 Designing Influence @jessmcmullin jessmcmullin.com
  • 4. IA Summit 2010 The Centre for Citizen Experience So Why Isn’t Every Product Great? Designing Influence @jessmcmullin jessmcmullin.com
  • 5. IA Summit 2010 The Centre for Citizen Experience Success is the Not the Rule Designing Influence @jessmcmullin jessmcmullin.com
  • 6. IA Summit 2010 The Centre for Citizen Experience Latest Standish Group Chaos numbers Designing Influence @jessmcmullin jessmcmullin.com
  • 7. IA Summit 2010 The Centre for Citizen Experience How do We Fix this? Designing Influence @jessmcmullin jessmcmullin.com
  • 8. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 9. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 10. IA Summit 2010 The Centre for Citizen Experience DESIGN MATURITY Designing Influence @jessmcmullin jessmcmullin.com
  • 11. IA Summit 2010 The Centre for Citizen Experience UX still doesn’t guarantee success Designing Influence @jessmcmullin jessmcmullin.com
  • 12. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 13. IA Summit 2010 The Centre for Citizen Experience THE TEAM THE MARKET THE CLIENT Designing Influence @jessmcmullin jessmcmullin.com
  • 14. IA Summit 2010 The Centre for Citizen Experience ORGANIZATIONS CRIPPLE PRODUCTS http://www.flickr.com/photos/clanlife/396236900 Designing Influence @jessmcmullin jessmcmullin.com
  • 15. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 16. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 17. IA Summit 2010 The Centre for Citizen Experience The Review & Approve Cycle REVIEW & APPROVE CREATION & REVISION Designing Influence @jessmcmullin jessmcmullin.com
  • 18. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 19. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 20. IA Summit 2010 The Centre for Citizen Experience THE COMMITTEE http://www.flickr.com/photos/xerostomia/144742913 Designing Influence @jessmcmullin jessmcmullin.com
  • 21. IA Summit 2010 The Centre for Citizen Experience Why Do Organizations Sabotage Themselves? Designing Influence @jessmcmullin jessmcmullin.com
  • 22. IA Summit 2010 The Centre for Citizen Experience HUMAN RISK AVERSION Designing Influence @jessmcmullin jessmcmullin.com
  • 23. IA Summit 2010 The Centre for Citizen Experience Who’s Problem is this? Designing Influence @jessmcmullin jessmcmullin.com
  • 24. IA Summit 2010 The Centre for Citizen Experience Who’s Our problemthis? Problem is http://www.flickr.com/photos/sebpaquet/ Designing Influence @jessmcmullin jessmcmullin.com
  • 25. IA Summit 2010 The Centre for Citizen Experience ux career double s-curve I’m not here yet Figure out others’ values Business fluency + Influence The plateau of despair No one gets it @#$*& Woot! Ux is teh best New skills, tools, peers Designing Influence @jessmcmullin jessmcmullin.com
  • 26. IA Summit 2010 The Centre for Citizen Experience Ways Designing Influence @jessmcmullin jessmcmullin.com http://www.flickr.com/photos/bertiemabootoo/2362780033
  • 27. IA Summit 2010 The Centre for Citizen Experience MOVE UPSTREAM http://www.flickr.com/photos/jason_burmeister Designing Influence @jessmcmullin jessmcmullin.com
  • 28. IA Summit 2010 The Centre for Citizen Experience START WEARING A Designing Influence @jessmcmullin jessmcmullin.com
  • 29. IA Summit 2010 The Centre for Citizen Experience What if I Don’t like suits? Designing Influence @jessmcmullin jessmcmullin.com
  • 30. IA Summit 2010 The Centre for Citizen Experience WORK IN THE OTHER ORG CHART Designing Influence @jessmcmullin jessmcmullin.com
  • 31. IA Summit 2010 The Centre for Citizen Experience Every Company has 2 org charts http://www.nyc.gov/html/om/gif/citywide_org_chart.jpg http://www.flickr.com/photos/bombardier/44428037 Designing Influence @jessmcmullin jessmcmullin.com
  • 32. IA Summit 2010 The Centre for Citizen Experience How do you work in the other org chart? Designing Influence @jessmcmullin jessmcmullin.com
  • 33. IA Summit 2010 The Centre for Citizen Experience INCREASE http://www.flickr.com/photos/ivanx/ Designing Influence @jessmcmullin jessmcmullin.com
  • 34. IA Summit 2010 The Centre for Citizen Experience Increased Influence Means more say in shaping the outcomes of your projects Designing Influence @jessmcmullin jessmcmullin.com
  • 35. IA Summit 2010 The Centre for Citizen Experience We need the Right Methods and the right influence to change our success rates Designing Influence @jessmcmullin jessmcmullin.com
  • 36. IA Summit 2010 The Centre for Citizen Experience So, how do you influence outcomes? Designing Influence @jessmcmullin jessmcmullin.com
  • 37. IA Summit 2010 The Centre for Citizen Experience The same question, different words How do We change HUMAN Behavior? Designing Influence @jessmcmullin jessmcmullin.com
  • 38. IA Summit 2010 The Centre for Citizen Experience DON’T WE KNOW A THING OR TWO ABOUT DESIGNING FOR HUMAN BEINGS? Designing Influence @jessmcmullin jessmcmullin.com
  • 39. IA Summit 2010 The Centre for Citizen Experience The Influence Process Is a Design Process Designing Influence @jessmcmullin jessmcmullin.com
  • 40. IA Summit 2010 The Centre for Citizen Experience 4 Keys for Influence Designing Influence @jessmcmullin jessmcmullin.com
  • 41. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 42. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 43. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 44. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 45. IA Summit 2010 The Centre for Citizen Experience 3 components of Influence http://www.flickr.com/photos/grdloizaga/817443503 Designing Influence @jessmcmullin jessmcmullin.com
  • 46. IA Summit 2010 The Centre for Citizen Experience People Decisions Actions Designing Influence @jessmcmullin jessmcmullin.com
  • 47. IA Summit 2010 The Centre for Citizen Experience http://www.flickr.com/photos/dongkwan/709106393 Designing Influence @jessmcmullin jessmcmullin.com
  • 48. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 49. IA Summit 2010 The Centre for Citizen Experience Who Are the People? Designing Influence @jessmcmullin jessmcmullin.com
  • 50. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 51. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 52. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 53. IA Summit 2010 The Centre for Citizen Experience http://www.flickr.com/photos/wheatfields/2926916153 Designing Influence @jessmcmullin jessmcmullin.com
  • 54. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 55. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 56. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 57. IA Summit 2010 The Centre for Citizen Experience http://www.flickr.com/photos/amagill/3268315787 Designing Influence @jessmcmullin jessmcmullin.com
  • 58. IA Summit 2010 The Centre for Citizen Experience The Influence Process http://www.flickr.com/photos/archeon/3431306231 Designing Influence @jessmcmullin jessmcmullin.com
  • 59. IA Summit 2010 The Centre for Citizen Experience [remember to put diagram here] Designing Influence @jessmcmullin jessmcmullin.com
  • 60. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 61. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 62. IA Summit 2010 The Centre for Citizen Experience BACKWARDS http://www.flickr.com/photos/36685170@N02/4305605120 Designing Influence @jessmcmullin jessmcmullin.com
  • 63. IA Summit 2010 The Centre for Citizen Experience The http://www.flickr.com/photos/8136496@N05/2327243497 Designing Influence @jessmcmullin jessmcmullin.com
  • 64. IA Summit 2010 The Centre for Citizen Experience Describe the outcome in specific terms: what will you see, hear, read, do, & feel that is different from today? Designing Influence @jessmcmullin jessmcmullin.com
  • 65. IA Summit 2010 The Centre for Citizen Experience Working backwards start < < < < ! outcome http://www.flickr.com/photos/rberteig/177100826 Designing Influence @jessmcmullin jessmcmullin.com
  • 66. IA Summit 2010 The Centre for Citizen Experience What Are the Decisions? Designing Influence @jessmcmullin jessmcmullin.com
  • 67. IA Summit 2010 The Centre for Citizen Experience What Are the Decisions That matter most? Designing Influence @jessmcmullin jessmcmullin.com
  • 68. IA Summit 2010 The Centre for Citizen Experience WHERE DO YOU NEED Designing Influence @jessmcmullin jessmcmullin.com
  • 69. IA Summit 2010 The Centre for Citizen Experience WHAT IS THE VERY NEXT DECISION YOU NEED TO INFLUENCE? WITH WHO? Designing Influence @jessmcmullin jessmcmullin.com
  • 70. IA Summit 2010 The Centre for Citizen Experience WHAT IS THE VERY NEXT DECISION YOU NEED TO INFLUENCE? WITH WHO? Designing Influence @jessmcmullin jessmcmullin.com
  • 71. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 72. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 73. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 74. IA Summit 2010 The Centre for Citizen Experience Influence worksheet 2.0* *Everything is so much better with a version number, right? Designing Influence @jessmcmullin jessmcmullin.com
  • 75. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 76. IA Summit 2010 The Centre for Citizen Experience 1. COLLECT background 2. CONNECT with individuals 3. CARE+CONFIRM Background Info 4. CONTRIBUTE your own ideas 5. CODESIGN create together 6. COMMIT to specific action 7. Co-OWN the RESULT Designing Influence @jessmcmullin jessmcmullin.com
  • 77. IA Summit 2010 The Centre for Citizen Experience HUMAN BEINGS http://www.flickr.com/photos/wili/1015520862 Designing Influence @jessmcmullin jessmcmullin.com
  • 78. IA Summit 2010 The Centre for Citizen Experience What’s in it for me? http://www.flickr.com/photos/doug88888/2968102780 Designing Influence @jessmcmullin jessmcmullin.com
  • 79. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 80. IA Summit 2010 The Centre for Citizen Experience Some BAD News: Not everyone will love you Designing Influence @jessmcmullin jessmcmullin.com
  • 81. IA Summit 2010 The Centre for Citizen Experience From Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com
  • 82. IA Summit 2010 The Centre for Citizen Experience From Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com
  • 83. IA Summit 2010 The Centre for Citizen Experience From Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com
  • 84. IA Summit 2010 The Centre for Citizen Experience z From Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com
  • 85. IA Summit 2010 The Centre for Citizen Experience From Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com
  • 86. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 87. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 88. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 89. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 90. IA Summit 2010 The Centre for Citizen Experience DITCH THE TRAINING WHEELS Designing Influence @jessmcmullin jessmcmullin.com
  • 91. IA Summit 2010 The Centre for Citizen Experience Big Plan iterations Ditch the Plan Designing Influence @jessmcmullin jessmcmullin.com
  • 92. IA Summit 2010 The Centre for Citizen Experience People Decisions Actions Designing Influence @jessmcmullin jessmcmullin.com
  • 93. IA Summit 2010 The Centre for Citizen Experience Evidence Fluency Empathy Authenticity Designing Influence @jessmcmullin jessmcmullin.com
  • 94. IA Summit 2010 The Centre for Citizen Experience Influence Process is A Design Process Designing Influence @jessmcmullin jessmcmullin.com
  • 95. IA Summit 2010 The Centre for Citizen Experience Influence Process is A Human Process Designing Influence @jessmcmullin jessmcmullin.com
  • 96. IA Summit 2010 The Centre for Citizen Experience Influence is Iterative Designing Influence @jessmcmullin jessmcmullin.com
  • 97. IA Summit 2010 The Centre for Citizen Experience Designing Influence @jessmcmullin jessmcmullin.com
  • 98. IA Summit 2010 The Centre for Citizen Experience Create great products+services http://www.flickr.com/photos/kcbimal/2743697906 Designing Influence @jessmcmullin jessmcmullin.com
  • 99. IA Summit 2010 The Centre for Citizen Experience Thank you! @jessmcmullin Centre for citizen experience jess AT ctzn DOT ca www.slideshare.net/jessmcmullin Designing Influence @jessmcmullin jessmcmullin.com
  • 100. IA Summit 2010 The Centre for Citizen Experience Let’s talk Designing Influence @jessmcmullin jessmcmullin.com
  • 101. IA Summit 2010 The Centre for Citizen Experience Q&A + References Influence, Cialdini Trusted Advisor, Maister Art of Woo, Shell & Mousa Seeing David in the Stone, Swartz & Swartz Designing Influence @jessmcmullin jessmcmullin.com