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.

How to Re-Shape Projects (by Kate Tarling at #NUX7)

14 views

Published on

How to Re-Shape Projects (without antagonising people)

Slides from the NUX7 talk by Kate Tarling, Friday 19th October 2018.
2018.nuxconf.uk / nuxuk.org

Synopsis

How often have you seen a pipeline of work, a brief or a backlog and thought ‘what does this even mean? What’s actually being built and why?’ How organisations describe work and measure projects is too often only inward-facing. It reflects the internal view of something that should be built or bought, rather than clarity about what that organisation is trying to solve or achieve for its users or for itself.

Having impact with good research and design is hard when work is already shaped from the inside out – especially when the team is then up against a deadline to deliver ‘something’. It also makes it hard for the organisation to anticipate problems or to know how to judge whether a project has been successful from any kind of outside perspective. For example, how users might be affected by a change, potential support costs, demand, efficiency, effectiveness, missed opportunities or unwanted effects.

Kate will talk about some ways we can work constructively as part of a team, to not just re-shape projects for success, but how to evaluate them. In doing so, we move from being ‘the one’s designing other people’s ideas and products’, to being a core part of the team deciding where we need which products or technology – and just as importantly, where we don’t.

Published in: Design
  • Be the first to comment

  • Be the first to like this

How to Re-Shape Projects (by Kate Tarling at #NUX7)

  1. 1. Re-shaping projects Kate Tarling @kateldn
  2. 2. Sometimes we get to work on really great things. Other times we question if the work we’re doing is worthwhile.
  3. 3. System integrated end to end digital service including front-end website and back office case management/CRM (GDS compliant)
  4. 4. A digital experience platform to replace an unstable content management system (that places users at the heart)
  5. 5. Developers Product managers User researchers Designers Head of Design Head of Product VP of Product
  6. 6. Comms Front line teams Strategy Operations Procurement Technical architecture PMO Infrastructure management Security IT and Technology Business management Contact centre management Policy Contract management Finance
  7. 7. @kateldn Each area - and profession – has their own values and world views. What they consider important, what ‘good’ looks like, how they think about performance, ways of working, who are their allies.
  8. 8. Inwardly focused: what things should we build, buy or outsource?
  9. 9. Inwardly focused: what things should we build, buy or outsource? Outwardly focused: what are we trying to solve or achieve? How are we performing in this? How does what we do, build or buy relate to this?
  10. 10. How do we know if a project is going to be good or bad? When should an organisation start work, continue it, change or stop it? How can teams describe work, in a way that works for everyone?
  11. 11. 1. Untangle the purpose and context of work
  12. 12. @kateldn “We need a portal for applicants to submit their bank statements electronically” By @ayeshamoarif
  13. 13. @kateldn “We need a portal for applicants to submit their bank statements electronically” Who is ‘we’? Why now? Or else? Why do users need to do this? What does this allow us to do? What are users actually trying to do? What does this data tell us? Why this? How else? By @ayeshamoarif
  14. 14. What would make the thing we’re trying to make happen ‘good’, as opposed to just making something ‘exist’?
  15. 15. 2. Establish the level at which the work is happening
  16. 16. @kateldn End to end service Supporting services Activities Capabilities Technology Data We start to lose clarity when the relationship between these is unclear
  17. 17. @kateldn Design an end to end service Redesign how someone applies Improve or change a task Set up or change a new function Build a system to record decisions Improve how data is used or shared End to end service Supporting services Activities Capabilities Technology Data
  18. 18. @kateldn “We need a portal for applicants to submit their bank statements electronically” End to end service Supporting services Activities Capabilities Technology Data
  19. 19. 3. Place the work in context of a broader service, or around how humans approach things
  20. 20. Find out Choose Act Decide Fulfil Use Change
  21. 21. Find out Choose Act Decide Fulfil Use Chnage Users know about it, find the right service and understand what to do next - or rule themselves out
  22. 22. Find out Choose Act Decide Fulfil Use Chnage Users know about it, find the right service and understand what to do next - or rule themselves out We make a fair, fast and evidence-based decision, which users understand, in time for when they need it
  23. 23. Find out Choose Act Decide Fulfil Use Chnage Users know about it, find the right service and understand what to do next - or rule themselves out We make a fair, fast and evidence-based decision, which users understand, in time for when they need it Project 1 • Reduce confusion about product options • Increase likelihood of the right product being chosen
  24. 24. Find out Choose Act Decide Fulfil Use Chnage Users know about it, find the right service and understand what to do next - or rule themselves out We make a fair, fast and evidence-based decision, which users understand, in time for when they need it Project 1 • Reduce confusion about product options • Increase likelihood of the right product being chosen Project 2 • Increase likelihood of applications being ultimately approved • Reduce error rate of completed applications
  25. 25. 4. Anticipate challenge and confusion
  26. 26. People won’t always like you to re-shape their (potentially well thought out) projects
  27. 27. @kateldn • We don’t have time for you to unravel this • Everything is fine, prove it’s not • Good enough is okay, we don’t need ‘gold standard’ • If we don’t ship [stuff] by [date] we’ll lose credibility with the rest of ‘the business’ • The ‘user perspective’ isn’t relevant for this
  28. 28. We can often, but not always, re-shape existing work We can also be involved from the start, to help shape and clarify work in the first place
  29. 29. 5. Clearly identify what the organisation does
  30. 30. @kateldn https://hodigital.blog.gov.uk/2018/06/07/creating-a-list-of-services/ Example
  31. 31. 6. Establish shared goals that make sense for everyone
  32. 32. @kateldn The UK passport office What it exists to do Provide a secure way for British citizens to be identified when travelling between countries Service Getting citizens secure passports, that work where and when needed, in time for when they need them
  33. 33. @kateldn Defining successful outcomes for: Users Security and risk experts UK border control Immigration in all other countries The travel and transport industries Suppliers Partners
  34. 34. 7. Find out how well products and services are performing
  35. 35. How many people should or could be using? How many are aware that they can or should do something? How many are actually doing something about it? How many find their way to the service? How many get through all the stages? How much time and effort does it take for the user? For the provider? Is performance lower for any group? Where do we see confusion, failure, drop-offs, support costs? Are there parts we simply acknowledge to be bad? What would be the best way to get to the successful outcome? By @keltanen. More details here: goo.gl/Dh2gGU
  36. 36. 8. Use desired outcomes as the basis for radically (re)designing products and services
  37. 37. @kateldn Example
  38. 38. In summary…
  39. 39. 1. Untangle the purpose and context 2. Establish its level 3. Place it in context of service and humans as a way to understand performance 4. Anticipate challenges 5. Identify what the organisation does 6. Establish shared goals & outcomes 7. Find out performance 8. Use outcomes as the basis for (re)design
  40. 40. Thanks for listening More details and examples here: goo.gl/Dh2gGU @kateldn

×