Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Making sense of messy problems - Systems Thinking for multi-channel UX

14,540 views

Published on

I gave this talk at the IA Summit in New Orleans on March 25, 2012. Here's the talk description:

It’s part of our job to talk to people to figure out complex situations. To build things people love, we have to understand not only users, but also the wider context we’re working in: people, systems, structures, business models, and more. The need to think the user experience through on several channels challenges us to envision a system that is cohesive and delivers delightful experiences.

Business analysis, computer science and psychology offer different frameworks and tools to help to make sense of a messy situation, to articulate and visualize the problem. In this talk, I will present a selection of techniques that are relevant to UX, such as Soft Systems Methodology or the Business Model Canvas.

You will walk away with:
- Knowledge about systems thinking theory
- An understanding of how systems thinking methods can be used as part of a UX process, incl. tools and techniques

Published in: Design, Technology, Business
  • Be the first to comment

Making sense of messy problems - Systems Thinking for multi-channel UX

  1. Making sense of messy problems Systems thinking for multi-channel UX Johanna Kollmann @johannakoll IA Summit 2012, New OrleansIllustration-by David Wicks: http://www.flickr.com/photos/sansumbrella/467998944/ #IAS12 @johannakoll
  2. This matters because#IAS12 - @johannakoll
  3. In the past the man has been first; in the future the system must be first. ~Frederick Winslow Taylor (1911)#IAS12 - @johannakoll
  4. In the past the man has been first; in the future the system must be first. This in no sense, however, implies that great men are not needed. ~Frederick Winslow Taylor (1911)#IAS12 - @johannakoll
  5. http://visitmix.com/work/descry/awebsitenameddesire/#IAS12 - @johannakoll
  6. “A system is a set of elements or parts that is coherently organized and inter- connected in a pattern or structure that produces a characteristic set of behaviors, often classified as its function or purpose.” ~ Donella Meadows#IAS12 - @johannakoll
  7. Human activity systems Soft Systems Methodology Peter Checkland#IAS12 - @johannakoll
  8. Leverage points… …places within a complex system where a small shift in one thing can produce big changes in everything. …are often counterintuitive.#IAS12 - @johannakoll
  9. Systems Thinking & UX#IAS12 - @johannakoll
  10. 1) Modeling#IAS12 - @johannakoll
  11. 2) Behavior over time#IAS12 - @johannakoll
  12. 3) Change#IAS12 - @johannakoll
  13. 1) Modeling#IAS12 - @johannakoll
  14. 1) Modeling 2) Behavior over time 3) Change Rich Picture 1. Construction of the Humber Bridge (adapted from Stewart and Fortune, 1994) © The Open University 2. Distance Learning Situation © Wood-Harper et al, Information Systems Definition: The Multiview Approach, Blackwell Scientific#IAS12 - @johannakoll Publications 1985
  15. 1) Modeling 2) Behavior over time 3) Change Rich Picture elements Stakeholders Worldview Connections Conflicts 2. Distance Learning Situation © Wood-Harper et al, Information Systems Definition: The Multiview Approach, Blackwell Scientific#IAS12 - @johannakoll Publications 1985
  16. 1) Modeling 2) Behavior over time 3) Change#IAS12 - @johannakoll
  17. 1) Modeling 2) Behavior over time 3) Change#IAS12 - @johannakoll
  18. 1) Modeling 2) Behavior over time 3) Change Business Model Canvas Manage, Job seekers promote Jobs platform Candidates Recruiters Platform Manage and develop platform Job ads Marketing costs Hiring fee#IAS12 - @johannakoll
  19. 1) Modeling 2) Behavior over time 3) Change Business Model Canvas#IAS12 - @johannakoll
  20. 2) Behavior over time#IAS12 - @johannakoll
  21. 1) Modeling 2) Behavior over time 3) Change Flows inflow outflow stock information feedback, control#IAS12 - @johannakoll
  22. 1) Modeling 2) Behavior over time 3) Change Feedback loops Project in trouble Number of remaining Time available problems per problem R2 R1 R3 Management Number of pressure to solve problems solved problems George’s ability to solve problems B1 Need to involve Paul#IAS12 - @johannakoll
  23. 1) Modeling 2) Behavior over time 3) Change Behavior over time graphs inventory days#IAS12 - @johannakoll
  24. 1) Modeling 2) Behavior over time 3) Change Behavior over time graphs inventory days#IAS12 - @johannakoll
  25. 1) Modeling 2) Behavior over time 3) Change Cohort analysis#IAS12 - @johannakoll
  26. 1) Modeling 2) Behavior over time 3) Change Cohort analysis#IAS12 - @johannakoll
  27. 1) Modeling 2) Behavior over time 3) Change Custom tools to monitor interactions by @lukew#IAS12 - @johannakoll
  28. 1) Modeling 2) Behavior over time 3) Change#IAS12 - @johannakoll Photo by Anders Zakrisson http://www.flickr.com/photos/anders-zakrisson/4982281184/
  29. 3) Change#IAS12 - @johannakoll
  30. 1) Modeling 2) Behavior over time 3) Change Flows and loops inventory days#IAS12 - @johannakoll
  31. 1) Modeling 2) Behavior over time 3) Change#IAS12 - @johannakoll
  32. Take-aways The ‘worldviews’ that people and elements in the system hold The processes that are necessary to deliver value to customers How to gather and visualize information holistically How user-centered design and empathy help to reduce uncertainty What is the right level for the impact you are aiming for? What enables the change, where are conflicts, who can be your change agent?#IAS12 - @johannakoll
  33. This matters because#IAS12 - @johannakoll
  34. Business trends.#IAS12 - @johannakoll
  35. Humane systems.#IAS12 - @johannakoll
  36. The intuitive mind is a sacred gift and the rational mind is a faithful servant. We have created a society that honors the servant and has forgotten the gift. We will not solve the problems of the world from the same level of thinking we were at when we created them. More than anything else, this new century demands new thinking: We must change our materially based analyses of the world around us to include broader, more multidimensional perspectives. ~Albert Einstein#IAS12 - @johannakoll

×