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!
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.
My deck from my Content Marketing workshop for LinkedIn 100 summit in San Francisco, June 2015.
How content marketing can help you connect with people to help you become digitally famous.
Whats you content marketing 'Why'?
How it impacts your Brand?
Design content for happiness - across business process
Customer journey mapping and experience
Persona 'pain and pleasure'
Build and audience using social media
Tools to help you build an audience and give you ideas
Content ideas, themes and techniques
How to build a strategic and tactical plan
User-centred digital strategy - UX in the City Manchester 2017Sophie Dennis
Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”. Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. It’s how you make sure anyone can decide what the right things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions, or uninspiring lists of mundane tactical objectives. Documents that sit in draws, routinely ignored. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism “culture eats strategy for breakfast” or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
Using real-world examples of successful discovery and strategy projects, this talk will show you how to reclaim strategy, do it well, and get the support you need to translate it into action. You’ll be able to apply what you learn whether you’re developing the overarching strategy for a whole company, for a particular product or service, or delivering a brand, content or customer experience strategy. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
You will learn:
* how to distinguish between vision, strategy and tactics, decide which your organisation needs right now, and the UX methods to apply to each
* how to hit the ‘goldilocks point’ with your strategy: not so visionary you fail the "yeah right" test, not so mundane you fail the "so what?" test
* how and when to engage with stakeholders, avoiding big surprises in order to get the support and buy-in that’s necessary to turn recommendations into action
how to tackle the discovery process and structure your findings and recommendations
My presentation for the NRF Conference in Dublin.
Covers Digital Marketing including changes in Google and what it means for seo and search. How to understand your target persona and develop a content and social strategy that will help you find and connect with candidates.
My slides from my Persona Mapping Webinar and how it can help you in understanding your target audience.
Talking about our approach the techniques and tools we use that can help you connect and engage with you persona's
Check out our blog http://www.ph-creative.com/blog/ for the recorded video if the webinar
User-centred digital strategy: what it is, why it matters, how to do it wellSophie Dennis
The word ’strategic’ is often met with scepticism. But service design is at its most valuable when shaping organisational strategy. Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”.
Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. And strategy combined with service design ensures the destination delivers maximum value to both users and the organisation. A clear strategy, underpinned by service design, is how you make sure anyone can decide what the most valuable things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions or uninspiring lists of mundane tactical objectives. Service blueprints gathering dust in drawers, or slowly fading on a forgotten wall. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism, “culture eats strategy for breakfast”, or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
Using real-world examples of successful discovery and strategy projects, we’ll explore a simple framework for understanding what makes a ‘good’ or ‘bad’ strategy, and discuss how we can reclaim strategy, do it well, and get the support we need to translate it into action.
This will be an interactive session, so come prepared to share your strategy challenges. Topics we’ll aim to explore together are:
• the difference between vision, strategy and tactics
• how to hit the ‘goldilocks point’ with strategy: not so visionary you fail the “yeah right” test, not so mundane you fail the “so what?” test
• the benefits of ‘good strategy’ and why its essential to becoming “agile”
• how and when to engage with stakeholders, avoiding big surprises to get the support and buy-in you need to turn good ideas into action
• how to present findings and recommendations for maximum stakeholder impact
You should be able to apply what you learn whether you’re developing the overarching strategy for a whole company, for a particular product or service, or delivering a brand, content or user experience strategy. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
6 simple steps to convert site analytics data into valuable audience personas...Ian Robins
Who is your digital audience? And how to determine your content strategy for them. This is a talk I gave at the Information Industry Network's Digital Content Strategies event 21 April 2016. #iidigital
Full post on Medium:
https://medium.com/@ianrobins/how-to-develop-your-audience-personas-and-build-content-strategies-for-them-fe21588f10a7#.wziktsuda
How To Become Digitally Famous At Social Media RecruitmentDave Hazlehurst
My slides from Social Media 'masterclass' I presented for Elite Recruitment Network on 1st April 2014.
50 slides on how to go about thinking about building your content marketing and social media strategy in the world of recruitment.
Actionable tips and actions you can do to help you attract, engage and convert candidates and clients using 'top secret' tools and tactics from the world of digital agencies.
#SocialRecDebate 1st April 2014
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.
My deck from my Content Marketing workshop for LinkedIn 100 summit in San Francisco, June 2015.
How content marketing can help you connect with people to help you become digitally famous.
Whats you content marketing 'Why'?
How it impacts your Brand?
Design content for happiness - across business process
Customer journey mapping and experience
Persona 'pain and pleasure'
Build and audience using social media
Tools to help you build an audience and give you ideas
Content ideas, themes and techniques
How to build a strategic and tactical plan
User-centred digital strategy - UX in the City Manchester 2017Sophie Dennis
Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”. Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. It’s how you make sure anyone can decide what the right things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions, or uninspiring lists of mundane tactical objectives. Documents that sit in draws, routinely ignored. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism “culture eats strategy for breakfast” or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
Using real-world examples of successful discovery and strategy projects, this talk will show you how to reclaim strategy, do it well, and get the support you need to translate it into action. You’ll be able to apply what you learn whether you’re developing the overarching strategy for a whole company, for a particular product or service, or delivering a brand, content or customer experience strategy. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
You will learn:
* how to distinguish between vision, strategy and tactics, decide which your organisation needs right now, and the UX methods to apply to each
* how to hit the ‘goldilocks point’ with your strategy: not so visionary you fail the "yeah right" test, not so mundane you fail the "so what?" test
* how and when to engage with stakeholders, avoiding big surprises in order to get the support and buy-in that’s necessary to turn recommendations into action
how to tackle the discovery process and structure your findings and recommendations
My presentation for the NRF Conference in Dublin.
Covers Digital Marketing including changes in Google and what it means for seo and search. How to understand your target persona and develop a content and social strategy that will help you find and connect with candidates.
My slides from my Persona Mapping Webinar and how it can help you in understanding your target audience.
Talking about our approach the techniques and tools we use that can help you connect and engage with you persona's
Check out our blog http://www.ph-creative.com/blog/ for the recorded video if the webinar
User-centred digital strategy: what it is, why it matters, how to do it wellSophie Dennis
The word ’strategic’ is often met with scepticism. But service design is at its most valuable when shaping organisational strategy. Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”.
Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. And strategy combined with service design ensures the destination delivers maximum value to both users and the organisation. A clear strategy, underpinned by service design, is how you make sure anyone can decide what the most valuable things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions or uninspiring lists of mundane tactical objectives. Service blueprints gathering dust in drawers, or slowly fading on a forgotten wall. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism, “culture eats strategy for breakfast”, or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
Using real-world examples of successful discovery and strategy projects, we’ll explore a simple framework for understanding what makes a ‘good’ or ‘bad’ strategy, and discuss how we can reclaim strategy, do it well, and get the support we need to translate it into action.
This will be an interactive session, so come prepared to share your strategy challenges. Topics we’ll aim to explore together are:
• the difference between vision, strategy and tactics
• how to hit the ‘goldilocks point’ with strategy: not so visionary you fail the “yeah right” test, not so mundane you fail the “so what?” test
• the benefits of ‘good strategy’ and why its essential to becoming “agile”
• how and when to engage with stakeholders, avoiding big surprises to get the support and buy-in you need to turn good ideas into action
• how to present findings and recommendations for maximum stakeholder impact
You should be able to apply what you learn whether you’re developing the overarching strategy for a whole company, for a particular product or service, or delivering a brand, content or user experience strategy. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
6 simple steps to convert site analytics data into valuable audience personas...Ian Robins
Who is your digital audience? And how to determine your content strategy for them. This is a talk I gave at the Information Industry Network's Digital Content Strategies event 21 April 2016. #iidigital
Full post on Medium:
https://medium.com/@ianrobins/how-to-develop-your-audience-personas-and-build-content-strategies-for-them-fe21588f10a7#.wziktsuda
How To Become Digitally Famous At Social Media RecruitmentDave Hazlehurst
My slides from Social Media 'masterclass' I presented for Elite Recruitment Network on 1st April 2014.
50 slides on how to go about thinking about building your content marketing and social media strategy in the world of recruitment.
Actionable tips and actions you can do to help you attract, engage and convert candidates and clients using 'top secret' tools and tactics from the world of digital agencies.
#SocialRecDebate 1st April 2014
Let's Talk About Strategy (extended workshop): what it is, why it matters, an...Sophie Dennis
Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”.
Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. And strategy combined with service design ensures the destination delivers maximum value to both users and the organisation. A clear strategy, underpinned by service design, is how you make sure anyone can decide what the most valuable things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions, or uninspiring lists of mundane tactical objectives. Service blueprints gathering dust in drawers, or slowly fading on a forgotten wall. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism, “culture eats strategy for breakfast” - or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
In this extended workshop, strategy consultant Sophie Dennis uses real-world examples of successful discovery and strategy projects, to explore a simple framework for understanding what makes a ‘good’ or ‘bad’ strategy, and discuss how we can reclaim strategy, do it well, and get the support we need to translate it into action. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
My slides from my keynote at LinkedIn recruitment agency conference 2014
Social RecruitIn 2014 brings together recruiting professionals from all over EMEA to learn and share industry best practices, gain valuable insights into the future of the staffing industry and build new connections.
My talk covers the ‘Science and Art of Social Recruiting’ taking into account digital best practice from multiple sectors. Along with the key ingredients of biology and neuroscience to help us understand human behaviour allowing us to fine tune and tailor our approach to your social media and content strategy that will help you understand, find, connect and generate ROI from your campaigns.
Adventures in Policy Land - Service Design in Government 2017Sophie Dennis
Sophie Dennis shares the lessons from her recent adventures in policy land. The Department for Work and Pensions (DWP) is exploring new ways of developing policy, bringing together multidisciplinary teams of policy experts, service designers, technologists and analysts, to work in an iterative, agile way on potentially significant new policies. Sophie worked as a service designer with two such teams. She discusses the benefits and challenges of these new ways of working, and advice for others hoping to do the same.
Create Digital Experiences that matter to CandidatesDave Hazlehurst
Here's my slide deck from LinkedIn's Talent Connect conference in Vegas 2016.
Create digital experiences that matter to candidates.
The right digital ecosystem can make or break candidates' perception of your employer brand, which is a foundational component of attracting, engaging and recruiting talent. I'll explain how design thinking and Candidate Experience (CX) mapping can be applied to your company's digital ecosystem to generate ROI and help your company stand out from competitors with a world-class candidate experience informed by real-world scenarios.
This time we will talk about Improv & DIY at Happylab Wien.
Because it fits the location so well, we will start with Petra Gschwendtner and Anna Heuberger from we love handmade. This is what you can expect: „Craft – Inspire – Celebrate“, that’s the motto of we love handmade. we love handmade was founded in 2010 and is a blogazine for lovers of everything handcrafted. The we love handmade blogazine is full of DIY tutorials, recipes and inspirational posts, and the girls also regularly host DIY workshops. For more information check out welovehandmade.at.
We are having researcher Lukas Zenk as our second guest speaker. Here is what he has to say about his topic:
Lone genius is a myth and we need to collaborate in order to ideate and innovate. In this interactive talk, we will undertake a journey from improvisational theater to co-creation in a business context. We will explore how to improvise to enable creative ideas and stories. (www.improvisationstheater.at)
We are also proud to have Rita Huber - the founder of RITA bringt's. She will discuss the question "Why does something have to taste and look like meat without being meat?" This is where we start talking about enjoying our food, about tasting what the original product should taste like. Vegetarian or vegan food does not mean that you give up something, it has a lot to do with enjoying what you get and understanding what you taste.
And like promised, Michael Herold will make sure to engage you with the community beyond our events - if you want to.
There will also be some time at the end of the event if you want to pitch something.
Let's build an Airport – How to estimate large scale projects☕ 🥧 🚲 Martin Gude
Estimating large scale projects always seems like a pain in the ass. In the end it's just a pretty straightforward three step process: gather the information, define the tasks and estimate those tasks. And you're done.
Do you feel like you're running your own media company in addition to everything else
that's already on your plate? Blasting out e‐newsletters, Facebook posts, YouTube
videos... Learn how you can keep your digital content in check (and in demand) while
you juggle all of your other responsibilities.
We'll cover how to:
- Create an Editorial Schedule
- Tailor your Messaging by Digital Medium
- Recycle Content in the Archives
Deck from my talk at #HRTechWorld in Paris 2015.
As technology moves at a pace and we become more and more digital like never before; we need to be more human.
By focusing on human behaviour and what makes people tick we can improve our marketing efforts to persuade and influence candidates.
From Aristotle through to the latest thinking in neuroscience we can fine tune are digital activities and messages. I'll walk through the nine ingredients that will help you deliver digital strategies that connect with the "chimp and the human" parts of our brains through the power of emotion and rational thinking.
Adam Harris - Remote + Virtual working - Implications for the Digital workforceHallam
Workforce and organisations are changing and adapting to the use and leverage of technology. Remote, Virtual working, Co-located and Distributed Companies are all creating new organisational challenges. Social demands and work-life balance mean the ‘workforce landscape’ is agile in all aspects from recruitment, day to day working and delivery of projects and business formulation. This session will help you understand and think about you, your team, your future and your business. - Managing communications and interactions - the challenges and opportunities - Outcome V task-orientated work - Setting expectations and managing progress - Outsourcing - how and will it work for you - Is your business and delivery model right for the future or do your assumptions need to be challenged? - Technology that can be used to assist with the delivery, ownership and communication opportunities
A New Information Architecture for NHS.UK - UX Scotland 2018Sophie Dennis
Described as the most important transformation challenge in the public sector today the NHS website, nhs.uk, is one of the UK’s largest, most important websites, with over 50 million visits a month, tens of thousands of pages, and a target audience that is, quite literally, everyone.
What will it take for the NHS website to become people’s preferred first port of call to understand, manage and take control of their health? Among other things, a new information architecture focused on how patients understand their health, not a clinical view of conditions, or a publishers view of content formats. One that, done right, should provide a solid platform for all patient-facing digital health services for the next decade.
This slide deck from a presentation at UX Scotland 2018 covers our insights from starting to tackle this massive, multi-year challenge. It introduces the new information seeking modes/personas we developed to describe how people really look for information about their health, the new navigation patterns we've introduced, and why some traditional IA approaches present particular dangers when applied to health information.
Leading Workshops With Cross-Functional Teams—Kate Kaplan & Cait Vlastakis Smithcaitvsmith
More and more, the responsibility of designing and facilitating stakeholder conversations—and creating the harmony necessary to pull them off—is falling to the UX role. Regardless of experience level or title, many UX professionals find themselves in the position of needing to bring stakeholders together to build consensus on UX plans, define product strategy, gather internal insights, and create buy-in for UX resources. This talk provides practical how-to advice for planning and pulling off effective collaborative discussions with the cross-functional stakeholders we need on board in order to most effectively do our jobs.
.
.
.
Talk given by Kate Kaplan and Cait Vlastakis Smith in Raleigh, NC at UX Y'all
Optimizing corporate volunteering programs presented by MovingWorlds at ACCPr...Mark Horoszowski
A presentation from Mark Horoszowski of MovingWorlds.org at the Association for Corporate Contributions Professional at the 2017 annual conference.
The presentation provides a process and framework for turning ordinary volunteering programs into transformational experiences that develop leadership skills and improve employee engagement.
There are several common hurdles that prevent people from getting links, and these aren't always to do how creative or targeted we are, but how persuasive we can be.
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.
Let's Talk About Strategy (extended workshop): what it is, why it matters, an...Sophie Dennis
Peter Drucker once observed: “There is surely nothing quite so useless as doing with great efficiency what should not be done at all”.
Strategy is how you avoid this. A sound strategy tells you where you are going, and sets out a high-level, achievable plan to get there. And strategy combined with service design ensures the destination delivers maximum value to both users and the organisation. A clear strategy, underpinned by service design, is how you make sure anyone can decide what the most valuable things are to work on.
Yet bad strategy documents abound: massive tomes, years in the making (during which the organisation has continued to do what it perhaps should not have been doing at all), full of platitudes, unattainable visions, or uninspiring lists of mundane tactical objectives. Service blueprints gathering dust in drawers, or slowly fading on a forgotten wall. It makes it easy to pooh-pooh strategy, dismissing it with another Drucker aphorism, “culture eats strategy for breakfast” - or the mantras of “strategy is easy, tactics are hard” and “the strategy is delivery”.
In this extended workshop, strategy consultant Sophie Dennis uses real-world examples of successful discovery and strategy projects, to explore a simple framework for understanding what makes a ‘good’ or ‘bad’ strategy, and discuss how we can reclaim strategy, do it well, and get the support we need to translate it into action. Culture may still eat strategy for breakfast, and implementation may still be the really hard part, but with a good strategy behind you you’ll have a lot more chance of succeeding.
My slides from my keynote at LinkedIn recruitment agency conference 2014
Social RecruitIn 2014 brings together recruiting professionals from all over EMEA to learn and share industry best practices, gain valuable insights into the future of the staffing industry and build new connections.
My talk covers the ‘Science and Art of Social Recruiting’ taking into account digital best practice from multiple sectors. Along with the key ingredients of biology and neuroscience to help us understand human behaviour allowing us to fine tune and tailor our approach to your social media and content strategy that will help you understand, find, connect and generate ROI from your campaigns.
Adventures in Policy Land - Service Design in Government 2017Sophie Dennis
Sophie Dennis shares the lessons from her recent adventures in policy land. The Department for Work and Pensions (DWP) is exploring new ways of developing policy, bringing together multidisciplinary teams of policy experts, service designers, technologists and analysts, to work in an iterative, agile way on potentially significant new policies. Sophie worked as a service designer with two such teams. She discusses the benefits and challenges of these new ways of working, and advice for others hoping to do the same.
Create Digital Experiences that matter to CandidatesDave Hazlehurst
Here's my slide deck from LinkedIn's Talent Connect conference in Vegas 2016.
Create digital experiences that matter to candidates.
The right digital ecosystem can make or break candidates' perception of your employer brand, which is a foundational component of attracting, engaging and recruiting talent. I'll explain how design thinking and Candidate Experience (CX) mapping can be applied to your company's digital ecosystem to generate ROI and help your company stand out from competitors with a world-class candidate experience informed by real-world scenarios.
This time we will talk about Improv & DIY at Happylab Wien.
Because it fits the location so well, we will start with Petra Gschwendtner and Anna Heuberger from we love handmade. This is what you can expect: „Craft – Inspire – Celebrate“, that’s the motto of we love handmade. we love handmade was founded in 2010 and is a blogazine for lovers of everything handcrafted. The we love handmade blogazine is full of DIY tutorials, recipes and inspirational posts, and the girls also regularly host DIY workshops. For more information check out welovehandmade.at.
We are having researcher Lukas Zenk as our second guest speaker. Here is what he has to say about his topic:
Lone genius is a myth and we need to collaborate in order to ideate and innovate. In this interactive talk, we will undertake a journey from improvisational theater to co-creation in a business context. We will explore how to improvise to enable creative ideas and stories. (www.improvisationstheater.at)
We are also proud to have Rita Huber - the founder of RITA bringt's. She will discuss the question "Why does something have to taste and look like meat without being meat?" This is where we start talking about enjoying our food, about tasting what the original product should taste like. Vegetarian or vegan food does not mean that you give up something, it has a lot to do with enjoying what you get and understanding what you taste.
And like promised, Michael Herold will make sure to engage you with the community beyond our events - if you want to.
There will also be some time at the end of the event if you want to pitch something.
Let's build an Airport – How to estimate large scale projects☕ 🥧 🚲 Martin Gude
Estimating large scale projects always seems like a pain in the ass. In the end it's just a pretty straightforward three step process: gather the information, define the tasks and estimate those tasks. And you're done.
Do you feel like you're running your own media company in addition to everything else
that's already on your plate? Blasting out e‐newsletters, Facebook posts, YouTube
videos... Learn how you can keep your digital content in check (and in demand) while
you juggle all of your other responsibilities.
We'll cover how to:
- Create an Editorial Schedule
- Tailor your Messaging by Digital Medium
- Recycle Content in the Archives
Deck from my talk at #HRTechWorld in Paris 2015.
As technology moves at a pace and we become more and more digital like never before; we need to be more human.
By focusing on human behaviour and what makes people tick we can improve our marketing efforts to persuade and influence candidates.
From Aristotle through to the latest thinking in neuroscience we can fine tune are digital activities and messages. I'll walk through the nine ingredients that will help you deliver digital strategies that connect with the "chimp and the human" parts of our brains through the power of emotion and rational thinking.
Adam Harris - Remote + Virtual working - Implications for the Digital workforceHallam
Workforce and organisations are changing and adapting to the use and leverage of technology. Remote, Virtual working, Co-located and Distributed Companies are all creating new organisational challenges. Social demands and work-life balance mean the ‘workforce landscape’ is agile in all aspects from recruitment, day to day working and delivery of projects and business formulation. This session will help you understand and think about you, your team, your future and your business. - Managing communications and interactions - the challenges and opportunities - Outcome V task-orientated work - Setting expectations and managing progress - Outsourcing - how and will it work for you - Is your business and delivery model right for the future or do your assumptions need to be challenged? - Technology that can be used to assist with the delivery, ownership and communication opportunities
A New Information Architecture for NHS.UK - UX Scotland 2018Sophie Dennis
Described as the most important transformation challenge in the public sector today the NHS website, nhs.uk, is one of the UK’s largest, most important websites, with over 50 million visits a month, tens of thousands of pages, and a target audience that is, quite literally, everyone.
What will it take for the NHS website to become people’s preferred first port of call to understand, manage and take control of their health? Among other things, a new information architecture focused on how patients understand their health, not a clinical view of conditions, or a publishers view of content formats. One that, done right, should provide a solid platform for all patient-facing digital health services for the next decade.
This slide deck from a presentation at UX Scotland 2018 covers our insights from starting to tackle this massive, multi-year challenge. It introduces the new information seeking modes/personas we developed to describe how people really look for information about their health, the new navigation patterns we've introduced, and why some traditional IA approaches present particular dangers when applied to health information.
Leading Workshops With Cross-Functional Teams—Kate Kaplan & Cait Vlastakis Smithcaitvsmith
More and more, the responsibility of designing and facilitating stakeholder conversations—and creating the harmony necessary to pull them off—is falling to the UX role. Regardless of experience level or title, many UX professionals find themselves in the position of needing to bring stakeholders together to build consensus on UX plans, define product strategy, gather internal insights, and create buy-in for UX resources. This talk provides practical how-to advice for planning and pulling off effective collaborative discussions with the cross-functional stakeholders we need on board in order to most effectively do our jobs.
.
.
.
Talk given by Kate Kaplan and Cait Vlastakis Smith in Raleigh, NC at UX Y'all
Optimizing corporate volunteering programs presented by MovingWorlds at ACCPr...Mark Horoszowski
A presentation from Mark Horoszowski of MovingWorlds.org at the Association for Corporate Contributions Professional at the 2017 annual conference.
The presentation provides a process and framework for turning ordinary volunteering programs into transformational experiences that develop leadership skills and improve employee engagement.
There are several common hurdles that prevent people from getting links, and these aren't always to do how creative or targeted we are, but how persuasive we can be.
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.
Diving Deep: Uncovering Hidden Insights Through User Interviews - Boston Chi ...Mad*Pow
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. "
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.
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.
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.
PDF, audio, and voiceover are now available on designintechreport.wordpress.com
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
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.
10 Ways to Improve Your Social Media Strategy ImmediatelyRebekah Radice
To succeed in social media, you have to do the work. That means putting a plan in place and taking an integrated and strategic approach. Here's 10 ways to improve your social media strategy immediately.
Twitter gives B2B marketers a powerful opportunity to access broad networks of brands, companies and decision makers on Twitter. Supported by the latest research, we demonstrate why Twitter is not optional and why private and publicly listed brands are missing out on a solid opportunity if they do not incorporate Twitter into their marketing mix.
We demonstrate that Twitter is not optional for brands engaged with B2B marketing. We include the most recent data from multiple leading sources, including The Social Media Examiner, Inc.; Twitter, Inc.; Regalix, Inc. and others.
Twitter provides private and publicly-listed brands an opportunity to engage with broad networks of other brands, firms and key decision makers that also use Twitter. We note that Twitter's active user base is comprised of 250 million plus users and is growing.
When used effectively and in combination with communication strategy and tools, Twitter represents the optimal platform for deploying ongoing messaging. When viewed as a communications hub, Twitter is unrivaled through its ability to integrate other channels and information sources and to coordinate their priority and emphasis. Twitter is effective at relaying information on channels that include Websites, Press releases, Instragram, Facebook, Snapchat, URLs, and any other linkable source of information, and driving traffic to these same sources.
We note that press releases and awareness in general can be difficult for some brands and companies to generate but that Twitter is a proven solution.
Sky Alphabet is a social media marketing agency that utilizes Twitter to achieve growth, awareness and sales objectives through integrated forms of traditional and digital communications driven by Twitter. We understand that Twitter is "not easy" because of its unrelenting requirement for fresh and relevant content, but it is this same requirement that makes Twitter the ideal platform for brands, companies, people and products that are prepared to express themselves through such an advanced channel.
Author: Steve Yanor Aug 2016. @skyalphabet
Research sources: Regalix, Inc. Twitter, Inc. Social Media Examiner, Inc.
The Be-All, End-All List of Small Business Tax DeductionsWagepoint
Read the full article with even more details at https://blog.wagepoint.com/h/i/289427271-the-comprehensive-list-of-small-business-tax-deductions/185037
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.
The design thinking transformation in businessCathy Wang
Presented at Webvisions Barcelona 2015 By Cathy Wang & Nuno Andrew
The definition of design is shifting from being a noun to a verb. We see it moving away from arts and craft into a methodology of delivering value. Adapting to this shift, designers and changemakers are forming a new way of design thinking.
As designer, not only are we crafting products / services, but we are also learning to see a much bigger system with a deep connection to business factors. How can we influence businesses with design thinking in order to build a solid business platform that delivers meaningful products / services.
Systems thinking is an approach to problem solving. Businesses are an intricate ecosystem, from how the organisation is structured, to people, to commercial planning, to processes. As designers, we practice systems thinking everyday. How do we use this knowledge to craft a business? This, is business design.
In this session, we want to explore what business design means. How to use what we know, as designers, to build stronger businesses? As we continue to adapt design methodologies and systems thinking to a business context, what other manifestations that will evolve? How can design thinking be leveraged in even the most straight-laced silos of a business such as Human Resources and Finance? How do we give design thinking the space it needs in the face of traditional business practice? And most importantly, how do we use our existing design thinking knowledge, to design businesses?
The design thinking transformation in businessNuno Oliveira
Presented at Webvisions Barcelona 2015 (IED) with Cathy Wang.
The definition of design is shifting from being a noun to a verb. We see it moving away from arts and craft into a methodology of delivering value. Adapting to this shift, designers and changemakers are forming a new way of design thinking.
As designer, not only are we crafting products / services, but we are also learning to see a much bigger system with a deep connection to business factors. How can we influence businesses with design thinking in order to build a solid business platform that delivers meaningful products / services.
Systems thinking is an approach to problem solving. Businesses are an intricate ecosystem, from how the organisation is structured, to people, to commercial planning, to processes. As designers, we practice systems thinking everyday. How do we use this knowledge to craft a business? This, is business design.
In this session, we want to explore what business design means. How to use what we know, as designers, to build stronger businesses? As we continue to adapt design methodologies and systems thinking to a business context, what other manifestations that will evolve? How can design thinking be leveraged in even the most straight-laced silos of a business such as Human Resources and Finance? How do we give design thinking the space it needs in the face of traditional business practice? And most importantly, how do we use our existing design thinking knowledge, to design businesses?
Failing Your Way to Content Marketing Success | Digital Summit Detroit 2017Anna Hrach
Have you ever noticed how everyone makes content marketing seem so much easier than it actually is? Everyone today has a flawless success story to tell. But you and I both know they’re just that: stories. What most people don’t talk about is the trail of content mistakes and mixups that paved that path to success. So, rather than hide our marketing missteps, we should embrace them, because that’s where content wins really come from. And we’ll do just that with this humorous and light-hearted talk.
After this session, you’ll be able to:
Working Better Together: Characteristics of Productive, Creative OrganizationsAdam Connor
A presentation on the common characteristics of productive and creative organizations based on observing a wide variety of organizations and team structures over my career as a designer.
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
Then, Now, Next: Evolution of the Design Business – Bucharest Tech Week 2018Josh Silverman
In this talk for Bucharest Tech Week, I look at three distinct eras of the practice of design, talked about how teams have organized or (re)configured in each era, and unpack the benefits and opportunities within each.
Content and-customer-journeys Product Camp Vancouver #PCV16Melissa Breker
Personas and customer journeys are fantastic tools to help understand who’s interacting with your products, how, and why.
But what about the content?
By mapping content to existing customer journeys, you can show stakeholders how content impacts customer experience to better design your products and services for memorable content experiences.
This hands on workshop will provide a simple framework for you to take back to the office to implement.
We'll chat about:
* How content topics, messages, and triggers impact audience decisions
* What questions you need for content mix and channels
* Why it's important to look past content driven by features and benefits
How are you influencing the conversation around what talent thinks, feels and shares about what it’s like to be a part of your organisation?
For large and small companies alike, an inspiring employer brand will deliver real results, driving down cost per hire and employee turnover.*
*LinkedIn Research 2011
Jason Mesut - Tactics for Amplifying the Strategic Value of DesignUX Lausanne
Jason Mesut draws on his experience as a management consultant and a designer to unpack some of the core challenges he has found with design realising its value to business.
How to Talk to Your Employees About Social MediaCher Jones
Have you had the social media “talk” with your employees yet? To date, most employers have avoided this. In this session you will learn how to empower your employees with common sense guidelines needed for safe, responsible and effective social media use, both personally and professionally. This session is based on the key learnings from over a hundred social media policies and social thought leaders on the web.
This talk about “The Talk” was presented by Social Media Training Expert, Cher Jones at Social HR Camp at Ryerson University in Toronto (Aug 2012)
Visit www.sociallyactive.ca for some great social media training advice, ideas and services!
How to Accelerate Your Digital Transformation With Design Thinkingrivetlogic
Why are leading brands around the world including Apple, Google, Starbucks, Coca Cola, and Target adopting a Design Thinking approach? By thinking like a designer, these companies are transforming the way they develop products, services, processes and strategy.
Design thinking has become a key component of digital transformation success, providing a flexible approach to tackling the complex problems that digital transformation journeys present.
By approaching problem solving through a human centered mindset, design thinking allowing organizations to discover more innovative solutions that focus on the user’s needs.
This webinar discusses:
* Common pitfalls for project failure
* Why the design thinking approach works
* The five stages of Design Thinking
* Best practices for incorporating design thinking into your digital transformation strategy
Culture of Content: Bridging the Gap Between Content Leadership and Creative ...Andrea Goulet
What holds brands back from creating engaging, effective content typically isn’t talent, but rather a complex cobweb of rules, regulations and business processes that get in the way.
The best content marketing brands embrace a “culture of content.” They have a collaborative spirit. Leaders know how to articulate visions. Messaging foundations are documented. Approvals are swift and nimble. And creative professionals have the resources they need to execute engaging content in real time.
Building Blocks for a Successful Social StrategyAngela Connor
You’re in the midst of 2013 planning, and you know you need a thoughtful social strategy that lines up with your business goals. Cue Capstrat SVP/Group Director Angela Connor, a nationally recognized author and blogger, with a live webinar sharing best practices for developing smart strategies and integrating social across your organization.
5 Steps to Crafting a Highly Social Talent Brand by LinkedIn - Webinar SlidesThe HR Observer
For large and small companies alike, an inspiring employer brand will deliver real results, driving down cost per hire and employee turnover. Find out how a strong employer brand impacts your hiring efficiency.
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
Trina Histon, Aubrey Kraft, W. Scott Heisler, Kaiser Permanente Care Manageme...Mad*Pow
How Kaiser Permanente is using human centered design to help members understand and improve their emotional health
In this session you will learn:
One
We will share key insights from our journey to stand up an ecosystem for emotional health and wellness with digital therapeutics in multiple care settings and ‘self-serve’ access to these tools and resources on our patient facing portal.
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
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Why is this so hard? Understanding Design Challenges - Adam Connor & Magga Dora Ragnarsdottir, 2017
1. WHY IS THIS SO HARD?
Understanding the challenges that inhibit design
Adam Connor
aconnor@madpow.com
@adamconnor
Magga Dora Ragnarsdottir
maggadora@madpow.com
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• Have not (accurately) identified the aspects of their organization
that support or contradict design
• Are trying to make changes and don’t consider the implications for
the rest of the organization
• Are trying to make changes at too large a scale
• Are trying to change people/units faster than they’re able to
THE CHALLENGE
Why doesn’t this work?
11. Design is more than just roles, tools and activities.
Behind those roles, activities and tools are
beliefs about what we’re trying to do and why.
THE BELIEF GAP
12. Design is more than just roles, tools and activities.
Behind those roles, activities and tools are
beliefs about what we’re trying to do and why.
THE BELIEF GAP
19. • Inflexibility: People’s understanding of design lacks a
connection to the “why” behind it.
THE BELIEF GAP
How It Presents
20. • Inflexibility: People’s understanding of design lacks a
connection to the “why” behind it.
• Conflict: There are beliefs work counter to those
inherent in design.
THE BELIEF GAP
How It Presents
21. • Assess the culture, or more specifically the underlying
beliefs currently influencing your org.
• Make sure you’re clear on the beliefs that you’re trying
to infuse. Can you clearly articulate them?
THE BELIEF GAP
Addressing The Gap
22. If the gap lies in inflexibility and people not understanding
the beliefs behind the techniques and tools they’re using…
• As you introduce process, techniques, tools etc. include discussion about
the thinking and reasoning behind them.
• Expose people to a variety of tools. Find opportunities for them to try them
all and give them chances to think through and choose on their own.
• Provide additional support, not oversight, as teams work to use new tools
and techniques on their own.
THE BELIEF GAP
Addressing The Gap
23. If the gap lies in conflicting beliefs…
• Take stock of how far apart they are. Are they counter to each other? Or
are they competing?
• Work to understand the conflicting view and the value in it.
• Determine if you’re alone in recognizing and wanting to address the
conflict.
• You can rarely change beliefs directly. Beliefs are built over time based on
experiences.
THE BELIEF GAP
Addressing The Gap
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We’re trying to establish new patterns of behaviors
– new ways that teams will explore opportunities
and make decisions.
The same over-focus on process, activities, tools,
etc. that can lead to gaps in the beliefs behind
these behaviors can lead to a gap in the behaviors
themselves.
THE BEHAVIOR GAP
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Just as before we need to take stock of the behaviors we’re
trying to establish and those that our teams are exhibiting
and determine:
• Have you provided the right support needed for the
behaviors we’re after?
• Are there additional behaviors we haven’t accounted
for?
• Are their behaviors that conflict those we’re after?
How do we change behavior?
THE BEHAVIOR GAP
Addressing The Gap
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@maggadora
#madpow
Just like when we design for experiences, we can’t force a
behavior to happen. So what can we change?
THE BEHAVIOR GAP
Addressing The Gap
Beliefs
Values
Behaviors
Rituals
Artifacts
Skills & Knowledge
Tools & Materials
Structure & Roles
Communication & Language
Environment
Policies & Processes
Incentives & Metrics
These are our levers. We can “pull” on these things in combinations to drive the
behaviors we seek and – over time – grow and reinforce the beliefs behind
them.
58. aconnor@madpow.ne
t
@adamconnor
maggadora@madpow.
net
@maggadora
#madpow
• Design DOES have more attention on it than ever before.
• We have a wide variety of tactics for strengthening design
capacity within our organizations.
• By understanding culture and how change is adopted we can
better understand:
• How to to combine tactics
• When to use them
• And who to use them with
• We can approach our efforts as we would a design challenge.
CLOSING
In Summary
Adam
Lots of hiring and organizational efforts to try to capitalize.
§ Why? (Do we need to answer this?
§ “Each of you probably has been through this for very different reasons but between being a hype, design thinking has shown itself to be instrumental in creating products and services that people gravitate towards (slide: DMI graph of index of design cos vs other companies)
Lots of talk about “Experience/design lead” organizations
Some reasons we could cite:
Multiple channel offerings – need for consistency in appearance and experience
Larger organizations, multiple teams – need for consistency to reduce rework/increase reuse
Competition – making their offerings more competitive
Digitization – transforming their organization to be more digital in nature, revisiting their offering and production approach with the eye of modernizing them
Innovation –
Design “thinking” is now a part of the curriculum in many MBA programs
Adam
Adam
Magga Dora
What have they been trying?
We often see companies that start bottom up. Teams start allocating budget to design and hire to fit their needs. Designers spring up all over the organization and there is little coordination
Other companies try the top down approach. Make a big splash about hiring a C-level person to promptly start building out innovation centers to disrupt the business or centers of excellence where all the design lives. Often what we see in this case is that the design resources become a bottle neck for the whole production.
Adam
Adam
Whether it be groups that feel like they’ve hit a wall.
Attempts that seem to be going well for a little while before people go back to their previous ways
Or attempts that really never seem to gain traction at all.
So if these tactics make sense in one way or another, what is it that’s holding them back?
Magga Dora
There are many reasons for why this doesn’t work. A few we would like to mention here – and you could potentially measure up to your own experiences and give us a shout out if you recognize are
The organization….
Aspects of the organization that support/contradict design:
Processes/structures
Mindset/culture
Incentives
What it means to integrate design
Who is involved
What skills are needed
What effect it will have on how work is done (process / structure / responsibilities / roles)
What effect it will have on the product / service that will be “designed” (changing features, changing scope, changing audience, changing needs that are addressed…..)
Being “ready”
Not understanding/knowing what design is
Not understanding that there are issues design can help with
Not ready to change how they work
Don’t see value in design (for them / for the organization / for the product/service / for the customers)
Level of comfort with with open communication
Level of comfort with with ambiguity
Behavior
Ignoring beliefs and trying to implement design as a skillset
Adam
Magga Dora
Magga Dora
Design is not just about sprinkling the word ‘experience’ into people’s titles, buying truckloads of post-its and telling everybody to workshop.
Magga Dora
These are just ways to get at what we need. We need to get useful information out of our audience, we need to be able to collaborate effectively cross functionally, we need to sketch, iterate, learn
When all the focus is on the color of the post-its then we have stumbled upon the belief gap.
Adam
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Magga Dora
People’s understanding of design (or even just a part of the design process) lacks a connection to the “why” behind it, leaving them inflexible to use a tool other than the one they’ve learned. (Contextual Awareness)
Adam
Provide Example.
User wants are not the same as user needs - find the actual problem
Adam
There are beliefs (conscious or otherwise) that conflict to some degree with the beliefs/values inherent in design causing teams to struggle to connect activities or even be willing to accept them
Magga Dora
Provide Example
· Great design is iterative. It leverages continuous learning and never truly ends.
Adam
Magga Dora
The trick here is not to just give the team a hammer. As we know, if all you have is a hammer, then everything starts looking like a nail… If you demonstrate the variety of tools, and you talk about what goal each tool is useful to to reach, then people will not get hung up on the tool themselves, but start to internalize the goals they want to reach and the ways that you can get at them.
Adam
Magga Dora
Magga Dora
As we have touched upon before, the way to get at nudging / changing beliefs is through behavior. We change the way people behave, give them the right context and that will lead to a shift in belief. Because if we overfocus on the behavior then it is just too easy to fall back on the old, familiar, style of doing things. Especially if the new behaviors are not in synch with the current belief system.
Adam
Efforts focus so much on the design process that the many related (supported?) behaviors that are needed for an organization to succeed with it are overlooked.
Magga Dora
When people want to integrate design into their organization this is inevitably where they start. They focus how the company today leverages design and design techniques and where they want to be and then they start working towards that goal by training and hiring. That’s always the first conversation.
However, this is just a little part of the behaviors that need to be assessed and potentially changed in order to support design and make use of design techniques.
Magga Dora
When we work with companies we need to understand their capability for collaboration, their history with collaboration.
This is important because we cannot overemphasize the cross-functional nature of design and design techniques. Are people open to collaborating between departments, units, silos even? Are they encouraged to do that or is that something that the company discourages by a complex hierarchical or incentive structure?
Also leadership within the teams, design or otherwise
If that basic behavior cannot be changed then we cannot integrate design to its full capacity.
Adam
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Magga Dora
On a related note – design is all about how we learn incrementally, listen to our audience, learn from previous attempts. How open is the company to do that? Do we see people declaring that since they’ve been a product manager for 25 years they don’t need to talk to the end-user? How does the company deal with failure? If there is a penalty for failure, then immediately people are not willing to learn incrementally. They are forced to hedge their bets and effectively take higher risks.
If that is the belief that is expressed in their behavior, an organization is not ready for integrating design on an organization level.
Magga Dora
On a related note – design is all about how we learn incrementally, listen to our audience, learn from previous attempts. How open is the company to do that? Do we see people declaring that since they’ve been a product manager for 25 years they don’t need to talk to the end-user? How does the company deal with failure? If there is a penalty for failure, then immediately people are not willing to learn incrementally. They are forced to hedge their bets and effectively take higher risks.
If that is the belief that is expressed in their behavior, an organization is not ready for integrating design on an organization level.
Magga Dora
So once we have understood these different factors about the organization, we understand the work that is ahead of us. We have taken stock on the behaviors and beliefs we want to change.
But how do we change behavior
Adam
Magga Dora
As we know full well as designers we can’t make our users do anything, but we can facilitate the process so that they are likely to do something.
Same applies here – we want people to internalize the reasons for why we do design and how it works, and we lead that horse to water, but how to make it drink.
The key is in the belief model. As you can see there are things we can directly change and given the right context we can shift those beliefs.
Magga Dora
To do that we have multiple levers that we can pull.
In an organizational setting we can build skills and knowledge, we can give tools and materials – this is what everybody reaches for.
Often these come with organizational shifts, like we have talked about earlier with new roles and new structures that should facilitate the designer’s access to the table.
But less frequently people reach for the other levers.
There is much to be said about how we communicate this and talk to each other.
There is also a real potential to affect behavior by just changing the environment to facilitate collaboration and communication within the teams. Open spaces, war rooms, white boards to name a few.
Policies and processes are of course important for any behavior change – especially when we find that they clash. If a design process in one part of the organization is supposed to interact with a totally different kind of process somewhere else (say a waterfall project management process) sparks will fly.
Lastly, we look at incentives and their twin brother metrics (cause you can’t incentivize what you can’t measure). Often we see business units incentivized for customer contact (number of new sign-ups, increase in sales…) but the development unit is incentivized by sticking to budget and delivering on time. If the incentives are encouraging behavior that runs counter to the behavior expected by design, incentives win.
Adam
Adam
Magga Dora
Magga Dora
You can’t work it alone, design isn’t a solo, it’s an orchestra piece – so to speak. You need to get them to march in rhythm to the same beat. So the influence gap describes three important questions the people get wrong.
Influence gap: Trying to push to far to fast, either by trying to get your organization to jump too many levels too fast or by not recognizing the types of influence you have on people.
Adam
Influence gap: Trying to push to far to fast, either by trying to get your organization to jump too many levels too fast or by not recognizing the types of influence you have on people.
Magga Dora
A way to understand how you communicate the proposed change you want to make you need to understand the relationship of the people you are talking to with regards to the problems you want to solve and the solution you are proposing.
A fantastic way of describing how people respond to change is the trans-theoretical model of change that puts people in different stages. The first one is being totally unaware of a problem and the need to change. People that are in this stage won’t benefit from learning new skills – they don’t know why they would ever use them.
Adam
Magga Dora
Once people are aware of the problem and they are ready to be introduced to the notion that they could do something about it. Here is where you would start introducing new skills and behaviors to facilitate that.
Adam
Magga Dora
Addressing the problem feels like victory but we all know that every time a smoker puts out a cigarette he’s quitting. It’s not pulling up the next one that’s the trick. So you need to be on your toes and help people maintain the behavior. Don’t just do one project with the new approach, follow through with more. Revisit and update and adjust and keep them at it.
Adam
Magga Dora
And as you probably realized by now, this is not a one-and-done. People will fall back on their old ways, remember, people are like water – they will always flow the easy path. And then you have to explain why that is a problem (pre-contemplation) and get them in to the cycle again.
But each time they go through the cycle again they will become smoother, more internalized and each cycle will take less time.
Magga Dora
This slide is out of order… belongs with the address the gap? Or skip? Or include it in the buildout?
Adam
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Magga Dora
This mapping is the basis for all your planning.
Magga Dora
Just to pre-empt something that has crossed the mind of some of our listeners it is our strong belief that you can affect change no matter what your position is.
Sure, if you’re C-level you can immediately have a huge impact. But even if you are the only UX in the village, or if you are a middle manager in a multi-silo-ed organization you can affect change.
There are opportunities all around you to build trust, ask questions, introduce new approaches, point to issues that need to be fixed.
Adam
Pictures
What process would you recommend ….
Top down/bottom up/middle out