Boston Chi Event With Mad*Pow's Susan Mercer: "User interviews are a great technique for getting to know your target audience. However, sometimes people don’t feel comfortable answering questions from a researcher completely honestly. Other times they don’t know how to articulate exactly what they need, want, or feel.
We will examine research from psychology and market research to understand techniques for interviews to help you uncover insights beyond people’s superficial answers. We’ll explore conversation theory, projective techniques such as image associations, collaging, and others to encourage participants to share their stories. You'll learn to uncover hidden, actionable insights to fuel your designs. "
Building Character: Creating Consistent Experiences With Design Principles- ...Mad*Pow
Inconsistency is one of the most common points of breakdown and frustration in the interactions and experiences we have. Whether we’re interacting with other people, applications, our bank, our doctor, our government, anyone, we form expectations and understandings of what someone or something will do based on our previous experiences and their past behaviors. When something happens that doesn’t fit with those expectations–that seems out of character–we’re caught off guard. What do we do next? What should we expect now?
Principles act as rules that guide how we think and act. Formed by our motivations, values, and beliefs, we use them as “lenses” through which we examine information in order to make decisions on what to do. And because of their persistent influence on our behavior, they influence other’s views and expectations of us. Using these same kinds of constructs throughout the design process we can design interactions and consistent behaviors that set and live up to expectations for our audiences.
After writing a post on Medium about my Design Thinking experiments in the the UX class I taught last semester, I had the privilege to be invited by the Dean of School of Media Studies & Information Technology from Humber College to give a talk of the story with the program coordinators and associate dean. These are the slides of my talk.
A workshop for the Cam Creative Meetup group on 27 August 2014 which I ran with Anusha Iyer. The aim of the workshop was to give participants an understanding of how they could influence the UX design process. Only a few participants in the workshop were UX Designers, the rest of the group was made up of graphic/visual designers, web designers, developers, marketers and writers.
We gave participants a design problem and persona and they had just over an hour to come up with a design solution using the design studio (or design charrette) method.
An end to end design thinking exercise. An inclusive activity for the whole team to participate. From designers, to researchers, to engineers and product managers.
Design thinking is a problem solving process geared for ambiguous situations. There are four principles of design thinking: empathize, visualize, co-create and iterate. This presentation gives tips and techniques for empathizing includes how to interview and how to analyze research data.
Building Character: Creating Consistent Experiences With Design Principles- ...Mad*Pow
Inconsistency is one of the most common points of breakdown and frustration in the interactions and experiences we have. Whether we’re interacting with other people, applications, our bank, our doctor, our government, anyone, we form expectations and understandings of what someone or something will do based on our previous experiences and their past behaviors. When something happens that doesn’t fit with those expectations–that seems out of character–we’re caught off guard. What do we do next? What should we expect now?
Principles act as rules that guide how we think and act. Formed by our motivations, values, and beliefs, we use them as “lenses” through which we examine information in order to make decisions on what to do. And because of their persistent influence on our behavior, they influence other’s views and expectations of us. Using these same kinds of constructs throughout the design process we can design interactions and consistent behaviors that set and live up to expectations for our audiences.
After writing a post on Medium about my Design Thinking experiments in the the UX class I taught last semester, I had the privilege to be invited by the Dean of School of Media Studies & Information Technology from Humber College to give a talk of the story with the program coordinators and associate dean. These are the slides of my talk.
A workshop for the Cam Creative Meetup group on 27 August 2014 which I ran with Anusha Iyer. The aim of the workshop was to give participants an understanding of how they could influence the UX design process. Only a few participants in the workshop were UX Designers, the rest of the group was made up of graphic/visual designers, web designers, developers, marketers and writers.
We gave participants a design problem and persona and they had just over an hour to come up with a design solution using the design studio (or design charrette) method.
An end to end design thinking exercise. An inclusive activity for the whole team to participate. From designers, to researchers, to engineers and product managers.
Design thinking is a problem solving process geared for ambiguous situations. There are four principles of design thinking: empathize, visualize, co-create and iterate. This presentation gives tips and techniques for empathizing includes how to interview and how to analyze research data.
Slides from February 2018 meetup hosted by Design Thinking Seattle. The topic for the evening was "Empathy: Driving more human connections at home and at work"
This booklet was used by Ishwar Agarwal, Gyanu Karki, and Talha Rehman at the IMPACT National Conference 2017 to facilitate a Design Thinking workshop to address a social problem, Obesity. In particular, the attendees designed solutions of their partner's fast food consumption, which is a major cause of obesity. This workshop was adopted from Stanford d.school's gift giving experience: https://dschool.stanford.edu/groups/designresources/wiki/ed894/the_giftgiving_project.html
This presentation was given at a Design Thinking workshop as part of Philly Tech Week 2017. Topics covered include an intro to design thinking, a User Journey mapping activity, and a Team Design Challenge.
Centre for Entrepreneurship (C4E) of the University of Cyprus and Berklee Institute for Creative Entrepreneurship (ICE) present the:
Why are some designs better than others, and what can you do about it? (The workshop)
If you've ever described a poster as heavy, a website as dense, an app as clumsy or an object as whimsical, you probably already know the answer. Recent psychology research is showing that experiential metaphors are key emotional drivers that impact our perception of the world. Applying these findings to design confirms what designers have learned throughout their careers—good design is subconscious first and rational second. Michael will share stories from this research and the IDEO portfolio then share tools to help you be more consciously subconscious.
Presentation slides from session on empathy and communication between those with the engineering mindset (geek stance) and the rest of the population. Presented 14 November 2016 in Toronto
This slide show was used by Ishwar Agarwal, Gyanu Karki, and Talha Rehman at the IMPACT National Conference 2017 to facilitate a Design Thinking workshop to address a social problem, Obesity. In particular, the attendees designed solutions of their partner's fast food consumption, which is a major cause of obesity. This workshop was adopted from Stanford d.school's gift giving experience: https://dschool.stanford.edu/groups/designresources/wiki/ed894/the_giftgiving_project.html
Why is this so hard? Understanding the challenges that inhibit design in your...Adam Connor
Design has been heralded as the savior of product and service offerings, and lately companies are scrambling to pick up designers everywhere they can find them. Innovation centers are springing up like mushrooms and it seems everybody is talking about the importance of knowing and understanding their audience. However, these new ways of working and thinking don’t seem to take hold, so people keep doing things the way they´ve always done them and users continue to suffer.
What causes these organizations with such good intentions and great talent to struggle?
An organization may be aware that it needs to change, but knowing what and how to change is hard. And for change to happen, organizations have to be ready for change. Using culture as a lens, we examine how people work together, how they believe things should work, and which values they share.
Talk by Sue Johnston and Declan Whelan at Agile & Beyond, Ypsilanti, MI, May 5, 2016
The stereotype of engineers and technical professionals as inarticulate, socially inept geniuses inventing problems to solve is not just unkind. It's inaccurate. (OK, maybe not the "genius" part.) Yet the Dilbert image persists. So do jokes like the one about the engineer sentenced to death on the guillotine, who watches the instrument of death malfunction, then tells the operators how to fix it. In this interactive session, we'll show a little empathy for engineers and other analytical folk whose neurological wiring makes them seem different from the rest of humanity. We'll also explore how those with the engineering mindset can consciously adopt behaviours that amplify their value to their teams and organizations - and make their lives easier by positioning themselves for understanding. The analytical mind is particularly valuable when we can turn it off and adopt the perspective of the person we're talking with. Technical professionals are excellent at finding solutions to problems. Unfortunately, searching for the perfect solution to the interesting problem we see can prevent us from seeing other problems that stand in the way of value for others. True collaboration and value creation invite us to see through the lenses of end users and sponsors and help them connect the dots. In this interactive presentation, you will discover: - how to make your ideas meaningful to others by taking their perspective - how shifting your language from "What?" to "So What?" helps people connect your dots - why giving up the need to be smart may be the smartest thing you ever do Join Declan, a professional engineer and developer, and Sue, a communication coach, in a lively discussion of what can happen when engineers and technical professionals shift their mindset from solving problems to creating impact.
Design vs. Doubt: Design Thinking + Science Communication - SXSW 2016 - Jen B...Mad*Pow
Presented at SXSW 2016 by ennifer Briselli Managing Director, Experience Design
People generally trust science; but our perceptions of scientific expertise and policy implications are colored by our values. Human Centered Design - Interference from outsiders limits personal freedom. Collective assistance and welfare structures hold us back. Freedom and competition lead to human resourcefulness and innovation. People should fend for themselves and leave others alone. Human interaction and compassion are important. People have a responsibility to take care of each other. Collaboration and solidarity make strong, safe communities. Everyone should be willing to both help and depend on others.
Slides from February 2018 meetup hosted by Design Thinking Seattle. The topic for the evening was "Empathy: Driving more human connections at home and at work"
This booklet was used by Ishwar Agarwal, Gyanu Karki, and Talha Rehman at the IMPACT National Conference 2017 to facilitate a Design Thinking workshop to address a social problem, Obesity. In particular, the attendees designed solutions of their partner's fast food consumption, which is a major cause of obesity. This workshop was adopted from Stanford d.school's gift giving experience: https://dschool.stanford.edu/groups/designresources/wiki/ed894/the_giftgiving_project.html
This presentation was given at a Design Thinking workshop as part of Philly Tech Week 2017. Topics covered include an intro to design thinking, a User Journey mapping activity, and a Team Design Challenge.
Centre for Entrepreneurship (C4E) of the University of Cyprus and Berklee Institute for Creative Entrepreneurship (ICE) present the:
Why are some designs better than others, and what can you do about it? (The workshop)
If you've ever described a poster as heavy, a website as dense, an app as clumsy or an object as whimsical, you probably already know the answer. Recent psychology research is showing that experiential metaphors are key emotional drivers that impact our perception of the world. Applying these findings to design confirms what designers have learned throughout their careers—good design is subconscious first and rational second. Michael will share stories from this research and the IDEO portfolio then share tools to help you be more consciously subconscious.
Presentation slides from session on empathy and communication between those with the engineering mindset (geek stance) and the rest of the population. Presented 14 November 2016 in Toronto
This slide show was used by Ishwar Agarwal, Gyanu Karki, and Talha Rehman at the IMPACT National Conference 2017 to facilitate a Design Thinking workshop to address a social problem, Obesity. In particular, the attendees designed solutions of their partner's fast food consumption, which is a major cause of obesity. This workshop was adopted from Stanford d.school's gift giving experience: https://dschool.stanford.edu/groups/designresources/wiki/ed894/the_giftgiving_project.html
Why is this so hard? Understanding the challenges that inhibit design in your...Adam Connor
Design has been heralded as the savior of product and service offerings, and lately companies are scrambling to pick up designers everywhere they can find them. Innovation centers are springing up like mushrooms and it seems everybody is talking about the importance of knowing and understanding their audience. However, these new ways of working and thinking don’t seem to take hold, so people keep doing things the way they´ve always done them and users continue to suffer.
What causes these organizations with such good intentions and great talent to struggle?
An organization may be aware that it needs to change, but knowing what and how to change is hard. And for change to happen, organizations have to be ready for change. Using culture as a lens, we examine how people work together, how they believe things should work, and which values they share.
Talk by Sue Johnston and Declan Whelan at Agile & Beyond, Ypsilanti, MI, May 5, 2016
The stereotype of engineers and technical professionals as inarticulate, socially inept geniuses inventing problems to solve is not just unkind. It's inaccurate. (OK, maybe not the "genius" part.) Yet the Dilbert image persists. So do jokes like the one about the engineer sentenced to death on the guillotine, who watches the instrument of death malfunction, then tells the operators how to fix it. In this interactive session, we'll show a little empathy for engineers and other analytical folk whose neurological wiring makes them seem different from the rest of humanity. We'll also explore how those with the engineering mindset can consciously adopt behaviours that amplify their value to their teams and organizations - and make their lives easier by positioning themselves for understanding. The analytical mind is particularly valuable when we can turn it off and adopt the perspective of the person we're talking with. Technical professionals are excellent at finding solutions to problems. Unfortunately, searching for the perfect solution to the interesting problem we see can prevent us from seeing other problems that stand in the way of value for others. True collaboration and value creation invite us to see through the lenses of end users and sponsors and help them connect the dots. In this interactive presentation, you will discover: - how to make your ideas meaningful to others by taking their perspective - how shifting your language from "What?" to "So What?" helps people connect your dots - why giving up the need to be smart may be the smartest thing you ever do Join Declan, a professional engineer and developer, and Sue, a communication coach, in a lively discussion of what can happen when engineers and technical professionals shift their mindset from solving problems to creating impact.
Design vs. Doubt: Design Thinking + Science Communication - SXSW 2016 - Jen B...Mad*Pow
Presented at SXSW 2016 by ennifer Briselli Managing Director, Experience Design
People generally trust science; but our perceptions of scientific expertise and policy implications are colored by our values. Human Centered Design - Interference from outsiders limits personal freedom. Collective assistance and welfare structures hold us back. Freedom and competition lead to human resourcefulness and innovation. People should fend for themselves and leave others alone. Human interaction and compassion are important. People have a responsibility to take care of each other. Collaboration and solidarity make strong, safe communities. Everyone should be willing to both help and depend on others.
Lesson Learned from "A Bill You Can Understand" Design Challenge - HXR 2016 -...Mad*Pow
Launched at Mad*Pow's annual HXR conference, The ‘A Bill You Can Understand’ design and innovation challenge demonstrates that ‘collaboration is the new innovation.’ Public and private players leveraged their respective platforms, expertise, and perspective to accelerate progress toward solving a key consumer pain point with our health care system.
Two challenge winners were selected from 84 submissions and were announced at the Health 2.0 conference on September 28, 2016. There were also 10 submissions who received an honorable mention. A big thanks goes out to all who were involved in the challenge.
This webinar shares lessons learned from the challenge from Mad*Pow's Paul Kahn.
Research & Design: Collaboration that Delivers Person-Centered Solutions - We...Mad*Pow
Research and design go together like peanut butter and jelly… or peanut butter and chocolate… or peanut butter and marshmallow fluff… come to think of it, peanut butter and research go with almost anything! Including those we are designing for in the design process is always a core ingredient to inspire and inform the creation of great experiences for the people we serve.
Sometimes it can be tricky to achieve the perfect blend of research and design. This is especially true when each is happening in completely separate, siloed teams, or even trickier, when they are being performed by the same person. In our organization, we have a lot of experience finding that key balance between the benefits of separate teams and the advantages of close collaboration. We work to find the sweet spot in the middle of the research-design venn diagram.
How can we maximize the power of both design and research roles whether they’re sitting just across the office, in separate buildings, or inside the same brain? This webinar will cover the helpful tips and common pitfalls to avoid that we’ve learned from experience to be keys achieving a “Goldilocks - just right” blend of research and design.
We’ll provide examples to help you facilitate better research if you’re a designer, facilitate better design if you’re a researcher, and facilitate better collaboration for both roles, as well as how project leaders can support striking this balance. We will also discuss how to help the entire team develop a deep empathy and understanding for the target audience.
Some of the techniques we’ll highlight for researchers include understanding your designers’ process, learning and sharing their vocabulary, and understanding how to create applicable output that will improve designers’ work. We’ll touch on the various ways a designer can find opportunities for research beyond the typical usability study.
Ultimately these insights can help ensure both perspectives are represented in your approach and the experiences you create.
The most effective interventions focus not only on individual target behaviors, but also on the needs, perspectives and motivational quality of the people who will use them. When we design behavior change interventions, we focus on providing information at the right time, in the right place, for the right person… and that requires a content strategy. In this webinar, Marli Mesibov will provide examples and guidelines for crafting a content strategy specific to behavior change.
Engagement Is Everything, How To Apply Psychology to Improve Digital Experien...Mad*Pow
Why are some digital experiences utterly engaging—addicting, even—and others can’t hold people’s attention for more than a few minutes (we’re looking at you, employer-mandated health risk assessments)? In a world where there are hundreds of thousands of apps in the health and wellness category alone, an engaging experience is a must to win space on someone’s smartphone. In this webinar, we’ll dive into the behavior science behind motivation to uncover some of the qualities of truly engaging digital experiences.
We begin with an understanding of what it means to be engaged, and how to decide what level of engagement is needed for a particular experience. Then, we dive into a robust and well-researched theory of motivation, self-determination theory, to understand what makes certain experiences stick. It’s all about identifying and pushing the “levers of motivation” by designing for the fundamental psychological needs that make people tick. Behavior Change Design Director Amy Bucher, Ph.D., will walk through industry-best examples of engaging digital experiences ranging from video games to educational tools to health interventions. She’ll offer a list of best practices for each of the key levers of motivation: autonomy, competence, and relatedness. Learn how to super-charge your digital products with psychology.
Why is this so hard? Understanding Design Challenges - Adam Connor & Magga Do...Mad*Pow
Gain good insights into how to gauge your organization’s readiness for design and the ability to analyze your organization’s culture and use it to make meaningful decisions about change efforts and much more!
Webloyalty sponsors Digital Retail Innovation ReportWebloyalty UK
The Digital Retail Innovation Report was produced by Retail Insider and sponsored by Webloyalty. Looking at which companies are changing the face of retail, the report reveals exciting propositions for retailers and consumers to keep an eye on.
You can see the videos discussing the report here: https://www.youtube.com/watch?v=gMOD9Fd7cBc&list=PLyPluztjm-CCi7XyyQMLH4zHyy3rKrUv5
Digital Destinations - How the web is shaping today's holiday experience for ...Webloyalty UK
Digital confidence in the UK is at an all-time high with over 80% of all consumers using the internet. What does this mean for people booking holidays? Webloyalty along with TNS investigate the holiday travel life cycle, exposing interesting opportunities for digitally savvy businesses.
Digital Destinations - How the web is shaping today’s holiday experience for ...Webloyalty UK
In Ireland the usage of digital platforms and services is well established. Does this digital savviness affect the way the Irish book holidays? TNS along with Webloyalty investigate the holiday travel life cycle.
Holidays and Leisure Habits 2014 - Webloyalty researchWebloyalty UK
This travel and leisure habits research report from Webloyalty and Conlumino looks at what people are planning to do for their holidays in 2014. Looking at plans and also habits, the research reveals what is important for travellers this year. See this and more reports at http://www.webloyalty.co.uk/research and follow Webloyalty on Twitter http://www.twitter.com/WebloyaltyUK
Retailers can significantly increase and diversify their income streams by using their websites to generate secondaryrevenue - revenue that does not come
directly from main product lines of a company - and thus safeguard and increase revenue using their current websites.
Webloyalty has, for the third year running, partnered with Conlumino to produce the Christmas Trends Report investigating consumer spending attitudes and behaviours towards Christmas and Black Friday.
Brains, Games, and Behavior Change - Dustin Ditommaso, 2015Mad*Pow
"Designing for behavior change can be looked at through many lenses. As the implementers of interventions, products and services designed to modify the decisions and behaviors of others, we can adopt a “Doing to,” “Working with,” or “Working for” mentality. The people on the receiving end of our interventions can perceive this frame of reference, and this can have a great impact on the initiation, engagement and outcomes of designs we put in place.
While the current popular discourse revolves around fixing or capitalizing upon our limited cognitive, emotional and motivational resources through varying levels of authority and control, humans are self-organizing systems who may need little more than support of their autonomy and growth potential to enact tremendous change in their lives. With this in mind, delivering interventions that preserve human agency and foster authentic functioning can seem like a radical (yet welcomed) approach.
But how might we do this? What kinds of systems can be implemented to achieve individual and group level change while preserving a sense of volitional engagement? Games and Gameful Design (but not “Gamification”) offer a promising approach to creating the conditions whereby people are willing, active participants in initiating and sustaining meaningful change efforts.
In this talk, I’ll articulate theory and evidence-based methods and models for evaluating and implementing the ways by which games and play shape our psychological processes and influence behavior and subjective well-being." -Dustin DiTommaso, SVP Behavior Change at Mad*Pow
Understanding Yourself and Your Audience: The Power of Myers-Briggs in BusinessHawkPartners
If you are like most people, you have probably taken Myers-Briggs at some point. But you do you actually remember what it means? This presentation will help you understand your type and give you an exercise that applies what you learn in a business context.
Translate and Promote Scientific Findings: To Get the Attention of Your AudienceJennifer Seyler
WHAT YOU WILL SEE..
•Media Landscape
•Importance of Science Communications
•Message Mechanics
•Target Audiences & Behaviors
•Building Relationships with Reporters
This presentation examines the impact of ACE's (Adverse Childhood Experiences) on the lives of children, tweens and teens. It also looks at techniques for helping move people from Trauma to resilience.
Dynamism by dr alka mukherjee & dr apurva mukherjee nagpur m.s. indiaalka mukherjee
any of various theories or philosophical systems that seek to explain phenomena of nature by the action of force. great energy, force, or power; vigor.
Psychology. a habitual mode of reducing or eliminating tension.
1. the quality of being characterized by vigorous activity and progress.
"the dynamism and strength of the economy"
o
2. 2.
HISTORICAL•PHILOSOPHY
the theory that phenomena of matter or mind are due to the action of forces rather than to motion or matter.
Webinar: What Did I Miss? The Hidden Costs of Depriortizing Diversity in User...Mad*Pow
Characteristics like race, ethnicity, gender, and disability status can have a significant impact on how we experience the world, and how the world experiences us. In UX research, diversity is the first thing to vanish from the recruit when the going gets tough; Megan will talk about what we miss when that happens, and what researchers can do about it in their own practice. This presentation will demonstrate why a diverse recruit is imperative for a strong user research study, provide examples of what we miss when the recruit is homogeneous, and offering tactics for addressing the issue.
Presented by Megan Campos, Experience Research Director, Mad*Pow
Watch the presentation at https://youtu.be/E41q8Nx67Do
Webinar: Intro to Strategic Foresight & Futures ThinkingMad*Pow
Presented by Mad*Pow Experience Strategist, Liz Possee Corthell.
When the future is uncertain, how can organizations design and innovate boldly but responsibly? Futures thinking is an approach to strategic design that considers what is likely to change and what is likely to stay the same in the future, as a means to be more reflective in strategic planning. Considered by some to be more of an art, and by others to be a science, futures thinking gives us a framework to talk about our current world, and how the world may look in the future.
To quote futurist Dr. Sohail Inayatullah, “With futures thinking, we use the future to change the present. “
In this webinar, you’ll learn that futures thinking is not an effort to predict the future, but rather a means to illuminate unexpected implications of present-day issues that empower individuals and organizations to actively design desirable futures. The emphasis isn’t on what will happen, but on what could happen, given various observed drivers.
It’s a way of gaining new perspectives and context for present-day decisions, as well as for navigating the dilemma at the heart of all strategic thinking: the future can’t be predicted, yet we have to make choices based on what is to come.
This presentation will include a few tools you can start using right away, as well as a few activities to get us thinking about the future.
Let’s Get Meta: Applying Service Design To Improve Employee Experiences… and ...Mad*Pow
Love it or hate it, people spend most of their lives working. Those working hours include behaviors, tasks, and, interactions that all add up to… experiences… and how well the employee experience is designed can have far reaching impacts on the delivery of products and services to customers. As the world embraces human centered design and focuses more and more on the importance of thoughtfully designed customer experiences, we must not lose sight of the other humans in our experience ecosystem, (not just the ones paying for a product or service). Employee experience is more than just physical environments and HR benefits – it’s about understanding the unique needs of people who mediate the experiences of others, whether through direct interaction with customers or behind the scenes roles with downstream effects. Thankfully, the very tools that help us design and deliver exceptional experiences for customers also help us understand and support the employees within an organization.
Join this webinar to learn more about service design, and how grounding your customer engagement strategies in service design methods can provide uniquely powerful aids to improve employee experience– retaining talent, scaling operational efficiencies, and ultimately empowering your employees to deliver better customer experiences in turn.
Presented by Jen Briselli, Mad*Pow SVP Experience Strategy & Service Design
Behavior Change Design: A Comprehensive Yet Practical Approach to Improving H...Mad*Pow
We live in an age where most of the pressing health issues we face as a society can be linked directly or indirectly to underlying social and behavioral determinants. These two issues present not only significant challenges to healthcare providers but also to payers seeking cost-effective ways to manage population health and provide value. Supporting people in living healthier lifestyles is, therefore, a fundamental concern for both affected and at-risk populations as well as for healthcare payers, providers, caregivers, and governments.
But how do we best support people in adopting and sustaining health promoting and protective behaviors, and reducing or avoiding health-risk behaviors over the course of a lifetime? The answer, lies of course, in the ever-maturing science of behavior change. The past decade has materialized a renaissance of theory-and-evidence-to-practice approaches that focus not only on identifying ‘what works’ when it comes changing behavior for a given problem, population, and context but also on how these techniques can be used to deploy interventions through any channel to change behavior and achieve meaningful outcomes.
This webinar will present an overview of the essential components of modern, applied behavioral science, and a process model for the design, implementation, and evaluation of effective behavior change interventions.
Communication Strategies to Keep Employees Engaged and Informed During a Chronic Crisis
View the webinar here: https://youtu.be/2frLDn5C_zs
As the new normal continues to evolve, companies are being challenged daily to keep employees engaged and informed while supporting their business operations. Throughout the pandemic, employees have demonstrated their adaptability in the face of remote working, unanticipated childcare needs, furloughs, and isolation. Many employers are realizing that effective employee communication is the key.
Join Mad*Pow Founder and Chief Experience Officer Amy Heymans and Beth Clauss, President, Small Potatoes Communications, to learn how they have helped clients engage their employees, strengthen their company culture and create a unified and informed employee community. The webinar will cover how organizations can create an employee communications strategy that helps employees weather the unique circumstances of a long-term, ongoing crisis, while navigating the treacherous waters of promoting productivity and profits during a pandemic.
Design More Innovative Solutions with a Holistic Understanding of the Chronic...Mad*Pow
Hosted by Jen Briselli, SVP of Experience Strategy and Service Design, Mad*Pow and Priyama Barua, Director of Experience Strategy, Mad*Pow.
Through years of work across the health care ecosystem, Mad*Pow has developed The Chronic Health Experience Map. This artifact represents a human-centered architecture of the health ecosystem for someone managing a chronic condition. It illustrates common health related events so designers and innovators can build empathy for the health seeker’s experiences at different points on their journey and design more meaningful solutions that build value and improve health outcomes.
In this Webinar, the co-creators of this map will share insights from the research that led to this map’s creation, and discuss examples of how they’ve successfully used it in work with healthcare clients, along with tips and tricks for using it in your own organization.
The map is free to download at https://bit.ly/3gta94n. Print it, or paste the downloaded file into a Mural or Miro board to facilitate remote collaboration during an ideation session.
Accessibility for Design & Content hosted by VP, Content Strategy, Marli Mesibov & Director, Experience Design, James Christie
Mad*Pow is offering a two hour accessibility workshop for people who design digital products and services. Through a mix of presentations and participatory activities attendees will learn and practice the skills needed to ensure digital sites and services meet the needs of a real-world diverse audience.
Design and content teams have nearly universally embraced user experience, which is wonderful news for their audiences! Unfortunately, too many still lack the knowledge or ability to create accessible, inclusive designs. That means the final experiences are great for some people, but not all.
Standards and guidelines exist, but they can be complicated and long winded. Join us to move past the legalese. You will participate in activities that give you tools to improve your UX work.
This workshop is valuable for any UX designer, content strategist, product manager, or anyone else with an impact on design decision making.
By the end of the workshop, participants will
Understand the various levels of accessibility
Gain a working knowledge of the legal and regulatory frameworks that define and enforce digital accessibility
Practice how to identify and categorize accessibility problems — so you can fix them
Plan and prepare accessible design and content, before it gets to your users.
FXD attendees kicked off their experience at a half-day Leadership Forum, 12:30pm -4:30pm on October 24, 2019. This forum was comprised of a diverse, creative, thoughtful group of thinkers and leaders from across the financial ecosystem and they were engaged an intimate and inspiring conversation.
During the forum, Mad*Pow’s Chief Design Officer, Michael Hawley hosted structured networking and workshop-type activities designed to identify and answer key challenges of the financial services industry. By coming together in structured dialog and sharing ideas from a leadership perspective, attendees created opportunities to learn from each other and help us lead our organizations to deliver better experiences. The forum was rich with opportunities for attendees to grow their networks and build new relationships with other leaders in finance.
Specific topics for discussions were driven by the participants in the forum, so they were as relevant as possible. The structure of the event will allowed us to build toward collective insight and inspiration:
“Meet Your Peers” – Facilitated networking and identification of challenges to designing to great experiences in finance
“Solving Challenges” - Idea sharing and relevant experiences, process, and organizational approaches to key challenges
“Imagining the Future” – Learning and finding inspiration from others by collaboratively constructing stories and future experience ideas.
Engaging with People Through Multiple Touchpoints, Channels, and Technologies.
New technologies, device types, and evolving patient expectations place a large burden on service offerings from health organizations. New technologies can be disruptive, but they can also be disrupting, especially if organizations don’t have a strategy on how to deal with the evolving landscape. Virtual reality pain management? Passive low-band telemetry data? Health monitoring? We will discuss approaches that health organizations can take to manage the ever evolving technology landscape and shifting patient dynamic from hospital care to home care.
Facilitator: Jonathan Podolsky, VP Experience Strategy, Mad*Pow
Human-Centered Design and Innovation in Health Organizations.
There is increasing acknowledgement and movement toward human-centered design and design thinking for innovation, service design, and product development. However, evolving and transforming toward these practices in well-established and highly regulated health organizations is a challenge. Organizations have explored Innovation Centers, re-organizing around products and service lines, aligning with functional domains, and expanding design thinking through training. Attendees will share their experiences as we collectively look at how health organizations can evolve to get the most impact from their design transformation efforts.
Facilitator: Adam Connor, VP Design Transformation, Mad*Pow.
Designing for Health Behavior Change.
Beyond use of digital tools and services, health organizations are increasingly considering how they can help people make positive change in their lives. Additionally, there are potential business benefits to changing behaviors to align with the organization's objectives. But designing for behavior change is challenging and has long-term outcome goals that may not be aligned with short-term business incentives for health organizations. Issues of trust and ethics also come into play. With these complex factors in mind, this discussion will explore the strategic options for health organizations to consider related to changing behavior.
Facilitator: Dr. Amy Bucher, Behavior Change Design Director, Mad*Pow.
Aline Holzwarth is an applied behavioral scientist, primarily focusing on digital health research and scientifically informed product design. She is Head of Behavioral Science at Pattern Health, a healthcare technology company that makes it easy to create personalized care plans (patterns) for patients, leveraging behavioral science to help patients stick to these patterns. She also co-founded the Behavior Shop, a behavioral science advisory company, and holds an appointment as Principal of the Center for Advanced Hindsight at Duke University, an applied behavioral science lab that helps people be happier, healthier and wealthier, at home and abroad.
Vanessa is the research director for IFTF's Future 50 Partnership, a network of future-smart organizations that support strategic foresight research into the urgent futures that will shape the next decade across the business, social and civic spheres. Her research and foresight work delivers and scales real-world impact with a focus on health and healthcare, equity and technology.
Prior to Institute for the Future, Vanessa worked in a variety of roles at the intersection of inclusive design, innovation and health, advancing product and business strategy for technology that advances health equity and programs and strategies that foster entrepreneurship among underrepresented populations.
She is a frequent speaker and has been recognized as a 2018 Aspen Ideas Festival Spotlight Health Scholar, 40 Under 40 Tech Diversity Silicon Valley, 2016 New Leaders Council San Francisco Fellow, 200 Black Women in Tech to Follow on Twitter and as a 2016 TEDMED Research Scholar. Vanessa earned her BA in psychology from Yale University and her MPH in global health from Columbia University
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Two
We will also share our learnings on the application of human centered design to mental health, our preliminary data and insights on the development of a digital therapeutic formulary for emotional health and wellness and key takeaways we have so far on what it takes to integrate these tools across clinical pathways.
Three
Understand how human centered methods map to health literacy
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It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
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Diving Deep: Uncovering Hidden Insights Through User Interviews - Boston Chi 2016 - Susan Mercer
1. PREPARED BY
UNCOVERING HIDDEN INSIGHTS
THROUGH USER INTERVIEWS
Susan Mercer, Experience Research Director March 8, 2016
2. • BA and MSc in Geophysics
• 20 years in software and web UI and UX design
• Developer
• Designer
• Web Producer
• Product Manager
• Researcher
• MS Human Factors in Information Design, Bentley University
• Twitter: @susanAmercer
INTRODUCTION
Susan Mercer
2
4. HxRefactored.com
Healthcare & Design Conference
• Workshops:
• Design Studio: Building Design Consensus Into Your Process
• Experience Strategy: Storytelling, Journey Mapping, and Service Design
• Designing Motivational Interventions for Behavior Change: A Self-Determination
Theory Approach
• Human-Centered Design Bootcamp & User Shark Tank for Startups
• Closing Keynote:
• MA Governor Charlie Baker – Talking about the Opioid Crisis and how we can
help tackle the problem
6. Marketing Research & User Research
6
Marketing Research User Research
Preferences
Attitudes
Purchasing
Behaviors
Use Behaviors
Context of Use
Actions
Usefulness
Emotional Reactions
Engagement
Motivations
7. To elicit honest stories in an unbiased manner.
INTERVIEWING BEST PRACTICES
What is our Interviewing Goal?
7
8. To elicit honest stories in an unbiased manner.
INTERVIEWING BEST PRACTICES
What is our Interviewing Goal?
8
Participant Researcher
9. A study found 60% of people told an average of 3 lies to a stranger in the
first 10 minutes of meeting1
INTERVIEWING TECHNIQUES
It’s not easy being honest
91 Feldman, R.S., Forrest, J.A., and Happ, B. R. (2002) Basic and Applied Social Psychology, 24(2), 163-170.
11. It’s not easy:
• We want to make ourselves sound better (Social Desirability bias)
• We want to please the researcher (Researcher Acceptance bias)
• We may not remember everything
• We may not be fully conscious of our own motivations for our
behaviors
INTERVIEWING TECHNIQUES
Eliciting Honest Stories
11
13. 1. Set the stage for the interview
2. Encourage them to tell their stories
3. Be neutral, accepting and non-judgmental
4. Help them uncover their answers
INTERVIEWING TECHNIQUES
Belonging and Safety – Make the Interview Feel Safe and Accepted
13
14. An interview is a conversation…sort of
• Casual conversations have “unwritten” rules 1
• Speakers take turns
• It’s polite to balance speaking and listening
• It’s polite for both parties to ask questions
• An interview is a lop-sided conversation
• One party asks questions, the other answers them
• Explaining the process builds rapport & increases interviewee comfort2
INTERVIEWING TECHNIQUES
1. Set the Stage for the Interview
141 Tannen, D. (2005). Conversational Style: Analyzing Talk among Friends. Oxford University Press, USA.
2 Vallano, J.P. and N.S. Compo (2015), Psychology Public Policy and Law, 21(1), 85-99.
15. • Provide a high-level focus for the interview
• “Today, I’d like to understand your experience visiting the museum.”
• “I’d like to talk about your experiences with understanding and using your health
insurance plan.”
• Don’t reveal details, so you don’t bias their answers
• If they know what you want to learn, they may change their answers to please you
• This is called Researcher Acceptance Bias
INTERVIEWING TECHNIQUES
1. Set the Stage for the Interview
151 Randall, D.M. and M.F. Fernandes, Journal of Business Ethics, 10(11), 805-817.
16. • Let them know you are neutral and need to hear positive and negative
experiences
• “I don’t work for <company>, so feel free to tell me the good and the bad things.”
• “I didn’t design this website, so if you like it, you won’t make me feel good; if you
don’t like it, it won’t hurt my feelings.”
• This helps reduce Researcher Acceptance Bias
INTERVIEWING TECHNIQUES
1. Set the Stage for the Interview
16
17. • Explicitly acknowledge that you want to understand their personal
experience
• “We are here to learn how everyday people do their shopping. Everyone is different,
and we want to understand what works best for you.”
• “If I wanted to know how I’m supposed to use this injection pen, I would have read
the instructions. I’m here to learn how you use it in your world.”
• This helps to reduce Social Desirability Bias
INTERVIEWING TECHNIQUES
1. Set the Stage for the Interview
17
18. • Show interest
• Maintain eye contact
• Use open body language, face the interviewee and lean in slightly
• Really Listen
• “Listening is a positive act: you have to put yourself out to do it.” – David Hockney
• “Most people do not listen with the intent to understand; they listen with the intent
to reply.” – Stephen R. Covey
• Listen with your whole body
• Give the interviewee your full attention
INTERVIEWING TECHNIQUES
2. Encourage them to tell their stories
18
19. • Use conversational tokens
• “Mhmm” or “Uh huh” used in an interview situation
• Resulted in interviewees replies increasing by 31% 1
• Use body language
• Head nodding while the interviewee is speaking
• Resulted in interviewees replies increasing by 50% 2
INTERVIEWING TECHNIQUES
2. Encourage them to tell their stories
191 Matarazzo, J.D, Saslow, G., Wiens, A.N., Weitman, M. & Allen, B.V. (1963), Psychotherapy 1(1), 54-63.
2 Matarazzo, J.D., Wiens, A.N., Saslow, G., Allen, B.V. & Weitman, M. (1964), Psychotherapy 1(3) 109-113.
20. • Use silence
• “People speak in paragraphs.” – Steve Portigal
• People generally dislike silence
• If you pause, they will continue to speak
• Sometimes that extra information will be really valuable
INTERVIEWING TECHNIQUES
2. Encourage them to tell their stories
20
1 Portigal, S. (2013) Interviewing Users, Rosenfeld Media.
21. • Ask non-leading open-ended questions
• “Who is involved with making decisions about health insurance?”
• “What is one thing you would change in your home?”
• “When was the last time you reviewed your financial portfolio?”
• “Where do you store your medications?”
• “How do you know when it’s time to renew your medications?”
INTERVIEWING TECHNIQUES
3. Be neutral, accepting and non-judgmental
211 Tannen, D. (2005). Conversational Style: Analyzing Talk among Friends. Oxford University Press, USA.
2 Vallano, J.P. and N.S. Compo (2015), Psychology Public Policy and Law, 21(1), 85-99.
22. • Use “soft” questions to avoid judgments
• Example: Why don’t HIV patients take their medications 100% of the time?
• There are subtle emotional undercurrents here, so tread lightly
• Ask about the topic from multiple angles:
• “When was the last time you missed taking a pill?”
• “What kept you from taking it?”
• “Where are you when you take your pills?”
• “What time(s) of day do you take them?”
• “What do you think about when you take your pills?”
• Once a participant shuts down, it’s hard to get them talking again
INTERVIEWING TECHNIQUES
3. Be neutral, accepting and non-judgmental
22
23. • Being neutral is important to minimize Researcher Acceptance Bias
• Avoid responses indicating:
• Agreement - “Good”, “Great”, “Perfect”, etc.
• Disagreement - “Hmmm.”, “Really?”, etc.
• Unexpected answers – “Oh!”, “Interesting”, etc.
• Use neutral responses:
• “Mhmm”, “Uh huh”, “Continue”, “Tell me more”, etc.
INTERVIEWING TECHNIQUES
3. Be neutral, accepting and non-judgmental
23
24. • Being accepting and non-judgmental is key to building trust
• You asked them to share their story, feelings, motivations, etc.
• Their values may be different from yours, accept their truth.
• Sometimes, some self-revelation on sensitive topics can make them feel
more comfortable 1
• “I understand that it’s hard to be perfect when losing weight. I struggle with that too.”
• “I appreciate you sharing your challenges with paying your bills this month. It’s
something I’ve struggled with before too.”
• This can also help combat Social Desirability Bias
INTERVIEWING TECHNIQUES
3. Be neutral, accepting and non-judgmental
241 Vallano, J.P. and N.S. Compo (2015), Psychology Public Policy and Law, 21(1), 85-99.
25. • Be prepared for anything
• Opinions on gun control while discussing refilling prescriptions
• Strong opinions against evolution being taught in a science museum
• An nervous gay man explaining that searching for a doctor who is gay-friendly is an
important feature on his health insurer’s website
INTERVIEWING TECHNIQUES
3. Be neutral, accepting and non-judgmental
25
26. • Sometimes we don’t remember things when asked
• Sometimes an honest answer is “I don’t know”, or “I can’t remember”
• Focus on a specific experience
• Focusing on a specific, recent experience can help people remember details
• This often provides more concrete information than generalities
• “Tell me about the last time you went grocery shopping – what was your biggest
headache?”
• “Think about the last time you went to the dentist – what were you feeling
when you walked into the office?”
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
26
27. • Leverage recognition over recall
• Neuroimaging shows that recognizing
information requires less brain activity than
recalling information 1
• Also, our brains store information in
networks
• So, thinking about “leaves” can quickly
remind you of trees, plants, flowers,
daisies, and the color green.
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
27
1 Cabeza, R., et al. (1997), Journal of Cognitive Neuroscience, 9, 254-265.
28. • Use photos to prompt their memory
• Show a series of photos and ask the interviewee to set aside photos related to the
topic
• Example: “Set aside any photos that remind you of taking your injections.”
• Have the interviewee tell the story of why they selected each photo
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
28
30. • Key Themes (Rheumatoid Arthritis patients)
• Enjoying physical activities again – less pain means I can kayak again
• Regaining a sense of independence – I can pump my own gas again
• Enjoying Family – I can do activities with my family again
• Key Themes (Multiple Sclerosis Patients)
• Concern about Future Health - How long do I have to be healthy?
• Uncertainty that Medicine is Working – It’s a crapshoot
• Enjoying Family – I want to enjoy my family activities as long as I can
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
30
31. • Use collaging to help them articulate their values and motivations
• Provide photos, art supplies, flipchart paper
• Provide a focus: “Create a collage about what saving energy means to
you”
• Let them create it
• Have them tell the story of the collage
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
31
33. • Key Themes
• People feel saving energy is important for the environment
• Several said they didn’t know if they were saving enough to make a difference
• Several renters wanted to save energy, but didn’t get feedback information, so they
gave up
• Many said they don’t make enough of an effort to save energy
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
33
34. • Use Laddering to get beyond superficial
answers
• People often have difficulty expressing their values
when asked
• People can often articulate attributes of
products/services they like
• Laddering follows the chain from attributes to
values with a series of “Why?” questions
INTERVIEWING TECHNIQUES
4. Help Them Uncover Their Answers
34
Attribute
Consequence
Value
35. • What is the most important feature on
this mobile app for ordering pizza?
• Why are deals and coupons important
to you?
• What is it about saving money that is
important to you?
• Why is it important to save for their
college funds?
INTERVIEWING TECHNIQUES
Laddering Interview Example
35
• Deals and Coupons
• Because I like to save money, and not
have my wife yell at me
• We are trying to save as much as we
can for the kids’ college funds
• Education is expensive, but important. I
want my kids to have better jobs than I
do
Interviewer Participant
36. INTERVIEWING TECHNIQUES
Laddering Interview Example
36
• Deals and Coupons
• Because I like to save money, and not
have my wife yell at me
• We are trying to save as much as we
can for the kids’ college funds
• Education is expensive, but important. I
want my kids to have better jobs than I
do
Participant
Attributes
Consequences
Values
37. • Designs based on users’ values resonate better than those based on
attributes
• We could make Deals and Coupons prominent
• But, what if…
INTERVIEWING TECHNIQUES
Why use Laddering?
37
38. 1. Set the stage for the interview
2. Encourage them to tell their stories
3. Be neutral, accepting and non-judgmental
4. Help them uncover their answers
INTERVIEWING TECHNIQUES
Belonging and Safety – Make the Interview Feel Safe and Accepted
38
39. • Avoid questions about future behavior
• People are really bad at predicting future behavior
• Ask about recent past events
• Stick to specifics and avoid generalities
• People tend to “filter” with generalities and leave out important details
• Focus on specific instances of past behavior
• Ask questions like “How many times have you forgotten your pills in the last 2
weeks?”
• Triangulate with other research methods
• Don’t use interviews and surveys alone (self-reported answers)
• Observe people in action – usability tests, ethnographic observations
METHODOLOGY
Other Ways to Encourage Honest Answers
40. • Self-Reported answers are not 100% reliable
• People have difficulty explaining why they do things
• They sometimes provide incorrect answers because they don’t know why
• But you often get very insightful information
• Triangulate with other research methods
• Don’t use interviews and surveys alone (self-reported answers)
• Observe people in action – usability tests, ethnographic observations
• Use other data sources – web analytics, purchasing data, etc.
METHODOLOGY
Other Ways to Encourage Honest Answers
People unfamiliar with the field sometimes ask what is the difference between Marketing Research and User Research?
Sometimes the difference is a bit fuzzy, particularly because we sometimes use similar methods
They like on a continuum
Marketing Research primarily focuses on whether people will BUY a product
User Research focuses on how people USE a product