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![Trust noun[truhst]
• Firm belief in the reliability, truth, ability, or
strength of someone or something.](https://image.slidesharecdn.com/buildingtrustwithstakeholders-150526165828-lva1-app6892/85/Building-trust-with-stakeholders-Jeff-Lopez-Beth-McHugh-11-320.jpg)
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Building trust with stakeholders - Jeff Lopez + Beth McHugh
The document outlines a structured approach to building trust with stakeholders during a project kickoff, emphasizing preparation, communication, and accountability. It highlights key behaviors necessary for fostering trust and provides a detailed plan for each phase of a design project, from initial meetings to testing and presenting results. The focus is on collaboration and transparency to ensure stakeholder alignment and successful outcomes.
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Building trust with stakeholders - Jeff Lopez + Beth McHugh
- 1. BUILDING TRUST WITH STAKEHOLDERS A RECIPEFOR SUCCESS
- 2. I AM BETHMCHUGH HELLO! I’M A PRODUCT MANAGER AT CUSTOMINK
- 3. I AM JEFFLOPEZ HELLO! I’M A USER EXPERIENCE LEAD AT CUSTOMINK
- 4. You’re kicking offa new project or initiative… WAHOO!
- 5. You’re kicking offa new project or initiative…
- 6.
- 7. “This time it’sgoing to be different!”
- 8. This time itWILL be different
- 9. What we usedisn’t new…
- 10. What is “”?Trust
- 11. Trust noun[truhst] • Firmbelief in the reliability, truth, ability, or strength of someone or something.
- 12. TALK STRAIGHT via http://www.leadershipnow.com/CoveyOnTrust.html DEMONSTRATERESPECT CREATE TRANSPARENCY RIGHT WRONGS SHOW LOYALTY DELIVER RESULTS GET BETTER CONFRONT REALITY CLARIFY EXPECTATIONS PRACTICE ACCOUNTABILITY LISTEN FIRST KEEP COMMITMENTS EXTEND TRUST 13 BEHAVIORS
- 13. CHARACTER COMPETENCY TALK STRAIGHTDEMONSTRATE RESPECTCREATETRANSPARENCYRIGHT WRONGSSHOW LOYALTYDELIVER RESULTSGET BETTERCONFRONT REALITYCLARIFY EXPECTATIONSPRACTICE ACCOUNTABILITYLISTEN FIRSTKEEP COMMITMENTSEXTEND TRUST
- 14.
- 15. So here’s therecipe…
- 16.
- 17. KNOW YOUR STUFF •STAKEHOLDER ONE-ON-ONES • SALES INTERVIEWS • DATA + ANALYTICS • GOALS/KPIs LISTEN FIRST CONFRONT REALITY TALK STRAIGHT
- 18. HAVE A PLAN •COMMUNICATE SCHEDULE • SCHEDULE TESTING PARTICIPANTS • DEDICATE A ROOM / WORKSPACE CLARIFY EXPECTATIONS PRACTICE ACCOUNTABILITY KEEP COMMITMENTS GET BETTER CREATE TRANSPARENCY
- 19. INGREDIENTS • INPUT (FROMTHE PREP) • STAKEHOLDERS (PRIMARY + SECONDARY) • PAPER • LARGE STICKY NOTES • MARKERS
- 20. START COOKIN’! ADAPT +MAKE IT YOUR OWN
- 21. Week 1 Stake- holder Kickoff Concepting Kickoff Proto- Personas Design Studio 1 Design Studio2 Design Studio 3 Narrow Concepts Finalize Concepts Create Prototypes
- 22. DAY 1+2 KICKOFF! • PRESENTWHAT YOU KNOW TO DATE • BE CLEAR ABOUT YOUR TWO-WEEK PLAN • ALREADY HAVE THE REGROUP SCHEDULED • DO AN EXERCISE TOGETHER
- 23. PROTO- PERSONAS • UNDERSTAND USERNEEDS • GET TEAM/STAKEHOLDER ALIGNMENT ON USER • BUILD EMPATHY DAY 2
- 24. • PERSPECTIVES • EQUALVOICES • BUY-IN DESIGN STUDIO DAY 2-4
- 25. How do youstart a design studio? DAY 2-4 HOW? WHAT? WHY? WHO? WHEN? START WITH A RECAP DEFINE THE PROBLEM EXPLAIN WHY IDENTIFY THE USER PROVIDE AN AGENDA CONFRONT REALITY CLARIFY EXPECTATIONS TALK STRAIGHT
- 26. DAY 2-4 How doyou run a design studio? QUICK WARMUP INDIVIDUAL IDEATION SHARE WITH GROUP SHARE WITH GROUP INDIVIDUAL ITERATION
- 27. • COMMON THEMES •TWO OR THREE IDEAS • FILL IN THE GAPS NARROW IT DOWN DAY 4+5
- 28. PROTOTYPE on paper • PATHWAYS,NOT PIXELS • COVER THE BIG STUFF, DON’T SWEAT THE DETAILS • FIDELITY = CONFIDENCE DAY 5 CLARIFY EXPECTATIONS
- 29. Week 2 Present Plan to Stake- holders MapOut Flow Pick a Starting Point Iteration User Testing Iteration User Testing User Testing
- 30. test it GET USERFEEDBACK
- 31. DAY 6 FIND AGUINEA PIG • WHAT DID YOU MISS?
- 32. DAY 6 OBSERVATION ROOM •HAVE AN “OPEN-DOOR” POLICY CREATE TRANSPARENCYEXTEND TRUST
- 33. DAY 6-8 START TESTING! •TEST IN “BATCHES” • ITERATE AS YOU GO GET BETTER
- 34. ANALYZE it WHAT DIDYOU LEARN?
- 35. DAY 9 ANALYZE +MAP IT • IDENTIFY COMMON PATTERNS + BEHAVIORS • FIND THE PARTICIPANTS’ IDEAL FLOWS • TAKE THE BEST OF EACH CONCEPT • IDENTIFY THE MOST CRITICAL COMPONENTS
- 36. DAY 9 PLANT YOURFLAG • LOOK AT THE FLOW YOU’VE MAPPED • CHOOSE A STARTING POINT AS A TEAM
- 37. SERVE! WITH YOUR OWNSPECIAL SAUCE
- 38. DAY 10 • SHAREYOUR FINDINGS AND YOUR PLAN • WALK THEM THROUGH THE STORY • BE CLEAR ABOUT HOW YOU’LL PROVIDE UPDATES • WEEKLY STATUS REPORTS • KEY TOUCH POINTS PRESENT PRACTICE ACCOUNTABILITY KEEP COMMITMENTS DELIVER RESULTS
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