Traditional approaches to defining and deploying enterprise software fail to account for that fact that people are influenced by their environment, emotions, shortsightedness, and other forms of irrationality. How do we get past the predictable irrationality of people to redefine the problem and create experiences that people will embrace?
Social Media Influencers & Communications TheoriesSarah Heikkinen
Many older communications theories and frameworks can be applied to modern advancements in how organizations, brands, and influential people communicate with one another. In this presentation, two theories (the Attraction, Selection, and Attrition Framework and the Psycholinguistics Theory) will be examined and subsequently applied to the recent phenomenon that is “Social Media Influencers.” This presentation aims to prove that theories that were explored before the advent of social media in the early 2000s can still be applied to these advancements in social media and communications.
Post-Conference presentation at the Predictive Modeling Summit held in Washington DC.
This talk focuses on applying behavioral economic principles to devise behavioral interventions and simulating such behavioral interventions using predictive modeling and agent-based simulation tools to provide managed care professionals and healthcare policy makers with a unique set of tools and techniques to address some of the critical issues of user adoption and controlling healthcare costs. In this talk, I examine the basic principles of behavioral economics, how it can be applied to devise behavioral interventions in the managed care area, and how to develop simulation models to understand the implications before testing and rolling out these interventions.
Strategic Storytelling | Business Presentation TechniquesJeremey Donovan
Learn how to: (a) craft persuasive business presentations using proven narrative frameworks, (b) design data-driven slides, and (c) master your verbal and non-verbal delivery.
Updated revision presentation on aspects of behavioural economics and topical issues where behavioural nudges are being used to change the choices of consumers and businesses.
What is gatekeeping Theory and Who presented it? Who used this Gatekeeping Theory in Mass Communication? what is the process and what are the main Features of Gatekeeping Theory?
Richard Thaler (Professor of Behavioral Science and Economics, University of Chicago Booth School of Business; Author) on Misbehaving: The Story Of Behavioral Economics (Norton, 2015) In Conversation with Amanda Lang (Host - “Bloomberg North”, Bloomberg TV Canada)
This clip was filmed as part of our Behavioural Science Experts Speaker Series @ Rotman on May 18, 2016
Can we design organizations for beauty?Joyce Hostyn
The future is ours to imagine, design and create. And if we’re dreaming the future into being, why not dream of a future where business is beautiful. Where business delivers the promise of happiness. Where business is an incredible force for positive change in the world.
Social Media Influencers & Communications TheoriesSarah Heikkinen
Many older communications theories and frameworks can be applied to modern advancements in how organizations, brands, and influential people communicate with one another. In this presentation, two theories (the Attraction, Selection, and Attrition Framework and the Psycholinguistics Theory) will be examined and subsequently applied to the recent phenomenon that is “Social Media Influencers.” This presentation aims to prove that theories that were explored before the advent of social media in the early 2000s can still be applied to these advancements in social media and communications.
Post-Conference presentation at the Predictive Modeling Summit held in Washington DC.
This talk focuses on applying behavioral economic principles to devise behavioral interventions and simulating such behavioral interventions using predictive modeling and agent-based simulation tools to provide managed care professionals and healthcare policy makers with a unique set of tools and techniques to address some of the critical issues of user adoption and controlling healthcare costs. In this talk, I examine the basic principles of behavioral economics, how it can be applied to devise behavioral interventions in the managed care area, and how to develop simulation models to understand the implications before testing and rolling out these interventions.
Strategic Storytelling | Business Presentation TechniquesJeremey Donovan
Learn how to: (a) craft persuasive business presentations using proven narrative frameworks, (b) design data-driven slides, and (c) master your verbal and non-verbal delivery.
Updated revision presentation on aspects of behavioural economics and topical issues where behavioural nudges are being used to change the choices of consumers and businesses.
What is gatekeeping Theory and Who presented it? Who used this Gatekeeping Theory in Mass Communication? what is the process and what are the main Features of Gatekeeping Theory?
Richard Thaler (Professor of Behavioral Science and Economics, University of Chicago Booth School of Business; Author) on Misbehaving: The Story Of Behavioral Economics (Norton, 2015) In Conversation with Amanda Lang (Host - “Bloomberg North”, Bloomberg TV Canada)
This clip was filmed as part of our Behavioural Science Experts Speaker Series @ Rotman on May 18, 2016
Can we design organizations for beauty?Joyce Hostyn
The future is ours to imagine, design and create. And if we’re dreaming the future into being, why not dream of a future where business is beautiful. Where business delivers the promise of happiness. Where business is an incredible force for positive change in the world.
15 Behavioural Economics Principles to increase ConversionsSiteVisibility
This presentation demonstrates the value of understanding and using a variety of behavioural economics principles to achieve results in your digital marketing campaign.
Despite the fact that some governments are taking behavioral science and its challenges to the model of the rational individual very seriously, most enterprises still haven’t changed the way they deploy technology. No wonder 85% of ECM implementations fail to live up to expectations. Can the insights shared by Kahneman and others shed some insight onto this dilemma? Can we increase success by rethinking our approach to enterprise software deployments based on an improved understanding of how people perceive their environment, are swayed by others, and choose to act?
This presentation looks at behavioural nudges used by different businesses. Nudges are interventions that preserve freedom of choice but that nonetheless influence people’s decisions. Our decisions are often heavily affected by behavioural biases, instinctively we favour the default option
Choices are contextual and we are also deeply affected by social norms.
15 Lessons from Behavioural Economics - by @tjalve @boardofinno - Board of In...Board of Innovation
Within our team @boardofinno, we give short presentations to each other, to learn more, to get inspired, to be amazed,…
The following deck was used by @tjalve in our internal #teachme session.
It covers 15 lessons from Behavioural Economics you can apply to your ongoing projects.
The concepts covered are:
1. The Endowment Effect
2. Hyperbolic Discounting
3. The IKEA effect
4. Anchoring Bias
5. The Von Restorff Effect
6. Loss Aversion
7. Hedonic Adaption
8. The Bandwagon Effect
9. The Inaction inertia effect
10. The Zeigarnik Effect
11. The Framing Effect
12. The Goal Gradient Effect
13. The Choice Paradox
14. Round Pricing Preference
15. Reciprocity
Designing food forests: fruit & nut tree guild handoutJoyce Hostyn
Looking for palettes for groups of species that work together interdependently to inspire your design of guilds (plant communities) for a food forest?
Featured guilds:
- eat your ornamentals
- native bounty
- urban orchard (apple & pear)
- nature's pharmacy
- medieval potager
- asian cooking herbal
- edible fence
- native nuts (black walnut, butternut, shagbark or shellbark hickory, chestnut or oak)
In Permaculture: A Designers Manual Bill Mollison says that "We ourselves are part of a guild of species that lie within and without our bodies. Aboriginal peoples and the Ayurvedic practitioners of ancient India have names for such guilds, or beings made up (as we are) of two or more species forming one organism. Most of nature is composed of groups of species working interdependently."
Guilding is a permaculture technique that learns from and works with the relationships in nature, especially in a forest system.
Unlike monocultures – a field of corn, a traditional apple orchard or a grass lawn – guilds are polycultures of diverse plants, insects and animals that support each other in a mini ecosystem. They’re designed around a primary food producing species (such as an apple tree) along with diverse, multi-functional support species to maximize the health and productivity of the guild. They produce a wide variety of useful products such as food, medicine, fibre, wood and dye.
By considering the whole plant community, – placing plants carefully in relation to each other in a way that facilitates interconnection and support rather than competition (for example, plants with different root systems such as shallow vs tap roots)
- Nitrogen fixing plants, along with species that supply phosphorus, potassium, calcium and other minerals, fertilize food producing plants
- Soil food web recycles plant debris to build healthy, moisture retentive soil
- Insectary plants attract beneficial predatory insects such as ladybugs, lacewings and predatory wasps as well as pollinators such as native bees that increase fruit and vegetable yield
- Strongly aromatic plants such as oregano, garlic, thyme and yarrow confuse pests, preventing them from discovering the plants they like to eat
- Diversity attracts a wide variety of bacteria, fungi, insects and birds to increase system health
- Dense layer of herbaceous and groundcover plants suppress unwanted species and protect the soil
Little Forests as Nature-Based Climate Solutions - Nature CanadaJoyce Hostyn
Little Forests are collaborations between plants, soil, organisms, land, climate, geology, & people. Disturbed land naturally returns to forest in 150 to 200 years. Because of the urgency of climate change, Dr. Akira Miyawaki designed a method that squeezes those 150 years into a 20-30 years.
What might a place where we park our car for an hour become?
What might a path, road, or active transport route become?
What might a parking lot become?
What might an apartment building become?
What might a school become?
What might a median become?
What might a front yard become?
What might our cities become?
Dr. Akira Miyawaki says that "Real forests made up of trees native to the area are three-dimensional, multi-layered communities having 30x the surface area of greenery of single-layered lawns, and have more than 30x the ability to protect against natural disasters and to conserve the environment."
Each of us is a node in a mycelial network of regeneration. Each little forest is a node in a mycelial network of regeneration.
Presented during "Learn How to Implement Nature Based Climate Solutions in your community" hosted by Nature Canada.
"Our world is made of systems within systems, an interconnected web of life more complex than humanity has the capacity to grasp all at once. It took me ages to realise that design was the main subject and that network science was the key to it all." Rosemary Morrow
"In many ways, the environmental crisis is a design crisis. It is a consequence of how things are made, buildings are constructed, and landscapes are used."
Sim Van Der Ryn & Stuart Cowan
Can Kingston become a City in a Forest?Joyce Hostyn
Imagine it’s 2030. Every child can look out their window and see trees (and the many creatures these trees support). On even the hottest days they can walk or bike along a tree-lined street to play, visit birds or hug a tree in a nearby forest. 3-30-300 builds climate resilience for extreme heat events.
No Mow May: Support Multispecies ResurgenceJoyce Hostyn
Celebrate No Mow May by rewilding your lawn. Rewilding isn't about curb appeal. It's about soul appeal. Think of rewilding as an embodied land acknowledgement supporting multispecies resurgence.
In our yards, our parks and along our streets we plant lines of lonely trees. But a tree is not a forest. Lonely trees are severed from their ecological communities—at the mercy of wind, weather and disease. Rewilding with Little Forests re-enchants our yards and our city with biodiversity... what Robert MacFarlane calls “the wondrous, teeming, calamitously threatened variety & variability of life on Earth, sometimes measured by species richness.”
Re-enchanting our gardens and our citiesJoyce Hostyn
How, by rewilding, might we invite more wonder into our gardens? Our gardens are shared spaces, communities of beings. Who visits? Who doesn't? Why? What moments invite enchantment and wonder? This winter, start your rewilding journey by discovering the stories of the beings with whom you share your garden. We'll explore how rewilding might change who we become as gardeners.
Our beautiful wild pollinators need help! Support bees, butterflies and other pollinators by converting your lawn into a meadowscape or let your lawn grow wild!
Wildscaping: break up with your lawn, invite in the wild Joyce Hostyn
Climate change is forcing us to rethink our approach to gardening, our relationship with plants and how we belong to place. Our weather is becoming more variable with wetter springs, drier summers, colder winters and more extreme storms. Let’s adapt our gardening style for a changing climate, drawing inspiration from local landscapes and indigenous flora to create sustainable, resilient gardens that welcome wild beings into our cities.
Rip out your lawn and replace it with a food forest. How to design a nut or fruit tree guild. Includes planting palettes for a black walnut guild, native plant guild, asian inspired guild, medicinal guild, medieval guild, ornamental guild, apple guild, pear guild and apple guilds.
Layering wildscapes: designing with plant communitiesJoyce Hostyn
When designing wildscapes, you need to think like a walnut, see like a squirrel, be like a bee and forage like a bird. Wildscapes replicate the layered structure of wild ecosystems to maximize biodiversity, habitat, resilience & beauty.
We now know that our century long quest for the perfect lawn is contributing to our climate emergency. It's time to reimagine curb appeal. Natural climate solutions offer immense possibility for helping Kingston achieve its strategic goals. Presentation to Kingston's EITP Committee.
Forest this being is: becoming forest stewards in a changing climateJoyce Hostyn
As gardeners, we've been colonized. We plant lonely trees, pines in lines and cookie cutter landscapes. How can we rewild ourselves and our approach to gardening? How can we learn to see forests as beings? How can we become forest stewards in a time of climate change?
how to design an edible landscape: unleash your inner gardenerJoyce Hostyn
Whether you have a tiny yard or a large lot, you can have a beautiful garden and eat it too! Edible landscapes filled with trees, shrubs, berries and perennial vegetables are a beautiful, sustainable method of growing food for yourself, increasing biodiversity, and attracting birds.
How to design a beautiful edible forest gardenJoyce Hostyn
Whether you have a small space or a large lot, you can have a beautiful garden and eat it too. Edible forest gardens mimic natural forests, but edibles are prioritized in plant selection. They're a natural, sustainable method of growing food for yourself, providing a habitat for wildlife and beautifying your home.
How to design a beautiful garden that attracts birds Joyce Hostyn
“Birds are good ecological indicators. If you have a diverse native bird population, it’s a sign that the ecosystem as a whole is healthy.” Convert your lawn to a beautiful, bird friendly garden. Biodiverse gardens provide the food niches, nesting sites, shelter, water, and safety that our native birds (and insects) need.
Design for dreams not needs: who do you want your customers to become?Joyce Hostyn
Who do you want your customer to become? Who do you want your coworkers, your organization, your employees, your children, your community, your country, the world to become? What gifts do you have? What gifts do they (those you are designing for) have? To answer these questions well is to discover your own dream. To answer these questions well is to uncover the dreams of those you are designing for.
Who do I want you to become? Someone who dreams beautiful dreams. Someone who helps others dream beautiful dreams. Someone who designs for dreams.
For it is through beautiful dreams that we will create more beautiful organizations, communities, and the more beautiful world our hearts know is possible.
Despite spending vast amounts of time and money on employee engagement, engagement metrics remain stagnant. What if, instead of obsessing about how to increase employee engagement, how to improve and position your employer brand, or how to fight the war for talent, you instead put serious effort into thinking about how to improve and position your employees?
the art of creativity: asking provocative questionsJoyce Hostyn
Since we live in the world our questions create, "the most interesting thing you can do in life... is to call into question the rules of the game.” Questions make the impossible possible, help the unknown become known, and transform paradigms. To transform yourself, transform your organization, or transform the world learn the art of asking provocative questions.
Employee Communities: Community Centric ChangeJoyce Hostyn
Customer Experience starts with the employee experience, but changing the employee experience can be very difficult. Most change methods are still based on an outdated top-down rational view of organizational change. How can we rewire organizational DNA to create great customer experiences? How can we shift the hearts, minds and behaviors of every employee? These are the questions we're wresting with as we rethink our approach to employee experience. Our new strategy is centered on an employee community of peers that we are promoting through internal content marketing. It might be working. Presented at CXPA Members Insight Exchange.
3. What is the number one retirement
strategy for Americans?
win the lottery!
4. It has been said that man is a rational
animal.
All my life I have been searching
All my life I have been searching
for evidence which could support
this.
Bertrand Russell
10. danger! danger! lizard brain has no time
for facts
I’m going to
get in trouble.
Focused on survival. Fight, flight or freeze. Sex. Food. Events may trigger
memories of emotional events and our deepest fears.
They’re going to
laugh at me.
11. emotion. memory. habit. mammal brain
drives behavior and decision making
Where intuition (tacit knowledge) resides and decisions really happen.
12. abstract thought. logic.
human brain reasons and
rationalizes
But it doesn’t really make the decisions. So… backwards rationalization. Adopts
a theory and seeks to support and defend it. Slows down decision-making.
15. … key guideline was a simple
message: "A Record Turnout
Is Expected." That's because
studies by psychologist Robert
Cialdini and other group members
had found that the most powerful
motivator for hotel guests to reuse
towels, national-park visitors to stay
on marked trails and citizens to vote
is the suggestion that
is the suggestion that
everyone is doing it.
"People want to do what they think
others will do… The Obama
campaign really got that.”
How Obama Is Using the Science of Change,
Michael Grunwald
16. what does this have to do
with ECM?
with ECM?
and the challenge of adoption?
17. 16%
13%
effective user adoption
software functionality
organizational change
process alignment
Most important factor for realizing value?
70%
1%
Source: Defining Enterprise Software “Success,” Sandhill.com and Neochange 2008
18. What is the biggest hurdle behind the
ECM adoption challenge?
19. the adoption
hurdle is here
The problem isn’t getting people using ECM software. The problem is to change
people’s minds about ECM software.
20. Most implementations fail to take into
consideration business context…
implementation teams know who their
users are, but they know very little
users are, but they know very little
about the people that will use the
technology.
Thoughts On Recession...And ECM Adoption
Kyle McNabb, Forrester
21. Even minor decisions are influenced by
emotional factors and by the
cultural context in which they are to
cultural context in which they are to
be taken.
Dan Ariely, Predictably Irrational
22. people tend to
overvalue what they
business tends
to overvalue what
3x
3x
The problem is on both sides
overvalue what they
currently use by
about a factor of 3
to overvalue what
they’re selling by a
factor of 3
3x
3x
9x
John Gourville, “Eager Sellers and Stony Buyers: Understanding the Psychology of
New-Product Adoption”, HBR
23. easy sells smash hits
not
much
behavior
change
sure
failures
long hauls
high
low
payoff
a lot
long hauls
John Gourville, “Eager Sellers and Stony Buyers”, HBR
28. to do this, we need to
deeply understand people
and the context in which
and the context in which
they work
29. We've learned from many enterprises with successful ECM initiatives that
focusing on business context helps. How? It allows them to build up
profiles on their people, not as users, but as people that just happen
to use ECM technology to get their daily work. They've basically adopted,
to a degree, the marketing practice of customer segmentation and
persona design and applied it to their employees....
persona design and applied it to their employees....
As a result, they've been able to fit ECM technologies into how their
people work, complementing they way their people work instead of
materially changing what they do.
Thoughts On Recession...And ECM Adoption
Kyle McNabb, Forrester
35. Asking “what do you want” WON’T give
you what you need
Source: How to understand your users with personas, Brad Colbow
36. Most of the time people have no idea
why they’re doing what they’re doing. So they’re going to
try to make up something that makes sense.
Clotaire Rapaille, Reptilian Marketing
37. Instead, ask about how they work
John Gourville, “Eager Sellers and Stony Buyers”, HBR
38. Then listen deeply
have NO expectations
about their responses
it’s about
it’s about
understanding how
THEY see the world
39. 1 - dig deep with interviews
“You’re going to tell me a little story, like I was a 5 year old from another planet.”
Clotaire Rapaille
40. 1 - dig deep with interviews
For understanding people
• Tell me about…
• Describe the worst/best
experience you’ve had with…
• What did you think when…?
• How did you feel when…?
• What were high and low points
in…?
• Describe a great day. Bad day.
• Describe a great day. Bad day.
• What do you like about your job?
Dislike?
• What really stood out for you in …
(good or bad)?
• If you could change one thing
what would it be?
• It you had a magic wand, what
would you wish for?
• 5 whys
41. For understanding process
• Would you walk me through the
process of…?
• From whom did you get…. ? To
whom… will it go next?
• What information did you need
to…? Where did you get it? What
happens if the information isn’t
available when you need it?
• What parts of the process were
1 - dig deep with interviews
• What parts of the process were
essential? Unnecessary?
• Where did things get held up or
take too long?
• Do you ever have to do the same
thing more than once?
• Did you ever feel you were going
backwards?
• How do you measure success?
• If you had a magic wand and could
change the process any way you
wanted, what would you wish for?
image closedzero
42. 1 - dig deep with interviews
For understanding content
• What types of content do you work
with? (contracts, specs, invoices,
collateral, deals…)
• Tell me a bit about…
• Tell me about the last time you…
• How do you use it to:
Make decisions?
Influence?
Execute?
Execute?
Share ideas?
• Where is it stored? How do you
receive or locate it? How do you
know it’s correct or up-to-date?
• What type of content do you
create? Tell me about the tools you
use.
• Where do you store it?
• How do you share it?
44. 5 emotions driving them
Loves, hates, passion
points
1 what they say
Why? What’s behind what
they’re saying?
2 how they say it
Words, tone, body
language
2 – peel the onion for deep understanding
4 how they feel
Trust? Complacency? Irritation?
Fear? Why?
points
3 what they do
Why? What’s
behind their
actions?
46. If you’re not going to finish
your toast, throw it out.
… Why?
So it won’t go bad.
… Why?
Toast goes bad if you don’t
eat it.
… Why?
It gets mouldy.
3 – use the 5 whys to get the ‘so what’
It gets mouldy.
… What’s mouldy?
Guck that grows on your
toast if you don’t throw it out.
… Why?
Because I said so.
Indi Young, Mental Models
47. I don’t want to change the
system
… Why not?
What we currently have
works fine
… How can you tell?
People are happy.
… How do you know?
No one’s complaining or
3 – use the 5 whys to get the ‘so what’
No one’s complaining or
yelling at me.
… What happened last time
you changed the system?
A partner lost his work after
an all nighter. I almost got
fired.
48. A patient got the wrong
medicine
… Why?
Prescription was incorrect
… Why?
Doctor made the wrong
decision
… Why?
Patient’s record didn’t
3 – use the 5 whys to get the ‘so what’
Patient’s record didn’t
contain all information the
doctor needed
… Why?
The doctor’s assistant hadn’t
entered the patient’s latest
test results
… Why?
Lab tech phoned in the
results through to
receptionist who forgot to tell
the assistant
50. 3 – use the 5 whys to get the ‘so what’
Perry Belcher, Peeling-the-onion
51. 4 – elicit stories using pictures
What is the best
thing about living
in Kpendua?”
1 3
2 What is already
happening in
http://cclve.blogspot.com/
happening in
Kpendua that
makes you the
happiest? What
is successful?
52. 4 – elicit stories using pictures
Perfect Pitch, Jon Steel
53. Use
emotional
words
frustrated elated angry exhausted awed timid disappointed kindness
honored stressed excited joyous confident nervous depressed fearful shocked
friendship hopeful relaxed torn proud change courageous accepted delighted
success disgusted embarrassed amused happy jealous conviction pity remorse
sad surprised worried proud unhappy strong stand respect
appreciated distant
4 – elicit stories using words
1. Start with an image building phrase:
Think about… Imagine… If… Consider…
2. Add a sentence or two to enhance the image
3. Then use an open question with emotive words
you felt really proud to be part of something
you took a real risk and it paid off or didn’t pay off
Build the
question
Ultimate Guide to Anecdote Circles, www.ancedote.com.au
55. interview
(get overview & establish trust)
switch to master-apprentice
(learn by watching)
5 – go native and be an apprentice
(learn by watching)
observe
(master runs the show, apprentice
asks occasional question)
summarize
(to validate & fill in gaps)
57. What do they
HEAR?
boss
colleagues
influencers
What do they
SEE?
environment
friends
colleagues
What do they
THINK & FEEL?
what really counts
major preoccupations
worries &
aspirations
6 – build empathy using personas
influencers
friends
colleagues
what work offers
What do they
SAY & DO?
attitude in public
appearance
behavior towards others
PAIN
fears | frustrations | obstacles
GAIN
wants/needs | measures of success | obstacles
Source: XPLANE and Business Model Generation by Alexander Osterwalder
58. Sally
Accounts Payable
Processor
Goals
Post invoices ASAP
Have as many invoices arrive
complete as possible
Get fast answers
“Answer my question, for
heaven’s sake!”
After the mailroom scans the invoice, Sally gets it and checks that the
invoice can be posted for payment. If the invoice references a Purchase
Order (P.O.), Sally compares them. If the invoice doesn’t reference a P.O.,
she contacts whoever requested the goods to get the P.O. number.
She wishes it was as easy as it sounds. She spends 40-50% of her time
resolving exceptions or, as she calls it, “chasing rabbits.” To resolve an
No calls from angry vendors
Job security
Needs
Complete invoices
Customer to respond in a timely
manner
Tasks
Post invoices
Get missing P.O.’s
Report to AP Manager (Susan)
on invoice status
resolving exceptions or, as she calls it, “chasing rabbits.” To resolve an
exception Sally has to get information from people outside Accounts
Payable. She often doesn’t know who to ask. When she does know, they’re
not always responsive. She wishes there was a way to make people follow
up.
Sally works frantically to post invoices before their due date. The Accounts
Payable backlog keeps growing because people won’t respond and Sally
won’t post an invoice for payment before she’s sure both the invoice and
the P.O. are correct.
Sally is sick of her boss, Susan, asking her for the status of the invoices
she’s working on. She thinks it’s a waste of time. Sally hates when vendors
call to complain about a late payment. Sally has to calm them down before
she can get the information she needs to track down the invoice.