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
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14. IA Summit 2010 The Centre for Citizen Experience
ORGANIZATIONS
CRIPPLE
PRODUCTS
http://www.flickr.com/photos/clanlife/396236900
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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
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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
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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/
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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
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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?
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33. IA Summit 2010 The Centre for Citizen Experience
INCREASE
http://www.flickr.com/photos/ivanx/
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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
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Designing Influence @jessmcmullin jessmcmullin.com
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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
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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
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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
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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
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Designing Influence @jessmcmullin jessmcmullin.com
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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
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63. IA Summit 2010 The Centre for Citizen Experience
The
http://www.flickr.com/photos/8136496@N05/2327243497
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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
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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
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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
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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
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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
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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