bringing change to life transforming a culture

through a passion for design

Bill Scott Sr. Director, UI Engineering !MXConference March 16, 2014 San Francisco, CA !@billwscott twitter | linkedin | gmail | facebook | paypal | about.me

culture = (norms of behavior) + (underlying shared values)

paypal vs netflix

outside-in culturecontinuous customer feedback (get out of the building - GOOB)

customer metrics drove everything

think it. build it. ship it. tweak it

fail fast. learn fast.

lots of experimentation... build/measure/learn

example: ps3 launch4 different “applications” launched the same day

!16 different test cells

!2 different tech blogs were simultaneously reviewing different experiences

!focus was on build/measure/learn

In 2011, even a simple content copy change could take as much as 6 weeks

to get live to site

inside-out culture

roll your own. disconnected delivery experience. culture of long shelf life. inward focus. risk averse.

change is hard

organizations contain anti-bodies that resist change

behavior is deep seated and reinforced

so, how can you bring change to your team, to

your company?

two essentials to bringing change

persistence

persistance is based on strongly held principles

but persistance is not stubborness

improv

improv is based on humility to listen and adapt to what

you hear

but improv is not just ‘winging it’

seven steps to bringing change

believe something deeply

1

believe something deeply 1

believe something deeply 1

believe something deeply

make the customer the foundation of your

principles.

1

believe something deeply

make the customer the foundation of your

principles.

don’t confuse principles with programs or processes.

1

believe something deeply

make the customer the foundation of your

principles.

don’t confuse principles with programs or processes.

never abandon your principles.

1

believe something deeply

make the customer the foundation of your

principles.

don’t confuse principles with programs or processes.

never abandon your principles.

these principles will sustain you when everything goes

wrong.

1

believe something deeplysome of my principles 1

believe something deeply

shared understanding

some of my principles 1

believe something deeply

shared understanding

deep collaboration

some of my principles 1

believe something deeply

shared understanding

deep collaboration

continuous feedback

some of my principles 1

understand the culture

2

understand the culture 2

understand the culture 2

understand the culture

listen first. there is wisdom in the crowd.

2

understand the culture

listen first. there is wisdom in the crowd.

formulate hypothesis for change and verify

them by testing.

2

understand the culture

listen first. there is wisdom in the crowd.

formulate hypothesis for change and verify

them by testing.

never abandon your principles.

2

understand the culture

listen first. there is wisdom in the crowd.

formulate hypothesis for change and verify

them by testing.

never abandon your principles.

don’t start with a recipe, process or

program.

2

understand the culture

listen first. there is wisdom in the crowd.

formulate hypothesis for change and verify

them by testing.

never abandon your principles.

treat this like designing an

experience. it is contextual.

don’t start with a recipe, process or

program.

2

understand the culture

listen first. there is wisdom in the crowd.

formulate hypothesis for change and verify

them by testing.

never abandon your principles.

treat this like designing an

experience. it is contextual.

don’t start with a recipe, process or

program.know your user.

2

understand the culture 2culture of a long shelf life

instead of a culture of experimentation

fix the pain points

3

fix the pain points 3

fix the pain points 3

fix the pain points

change will not work if it is about you self-

promoting.

3

fix the pain points

change will not work if it is about you self-

promoting.

start solving the key problems in the

organization.

3

fix the pain points

change will not work if it is about you self-

promoting.

start solving the key problems in the

organization.

embrace the problem, not the solution.

3

fix the pain points 3tangled up technology stack that prevented

build/test/learn

rally the troops

4

rally the troops 4

rally the troops 4

rally the troops

as you interview & listen you will find like-

minded souls.

4

rally the troops

as you interview & listen you will find like-

minded souls.

they will often be the ones closest to the

real problems.

4

rally the troops

as you interview & listen you will find like-

minded souls.

they will often be the ones closest to the

real problems.

make them your allies.

4

rally the troops

as you interview & listen you will find like-

minded souls.

they will often be the ones closest to the

real problems.

make them your allies.

you will also find the weary, the

complacent and the perpetrators. route

around them.

4

rally the troops

as you interview & listen you will find like-

minded souls.

they will often be the ones closest to the

real problems.

make them your allies.

you will also find the weary, the

complacent and the perpetrators. route

around them.

sprinkle in new DNA from the outside.

4

prototype the change

5

prototype the change 5

prototype the change 5

prototype the change

find a way to fail fast, learn fast.

5

prototype the change

find a way to fail fast, learn fast.

a sandbox is a good way to engage a pilot

project.

5

prototype the change

find a way to fail fast, learn fast.

a sandbox is a good way to engage a pilot

project.

measure success.

5

prototype the change

find a way to fail fast, learn fast.

a sandbox is a good way to engage a pilot

project.

measure success.

bring your allies (and detractors) through

the change experience.

5

prototype the change

find a way to fail fast, learn fast.

a sandbox is a good way to engage a pilot

project.

measure success.

act your way into right thinking.

bring your allies (and detractors) through

the change experience.

5

prototype the change

find a way to fail fast, learn fast.

a sandbox is a good way to engage a pilot

project.

measure success.

act your way into right thinking.

bring your allies (and detractors) through

the change experience.

create a story of success.

5

prototype the change

whiteboard to code

code to usability

product/design/engineering teams usability/customers

lean ux in action5

tell a story

6

tell a story 6

tell a story 6

tell a story

from the success formulate a story.

6

tell a story

from the success formulate a story.

use the success (or learnings) to reinforce

your principles.

6

tell a story

from the success formulate a story.

use the success (or learnings) to reinforce

your principles.

early on bring in experts from the

outside that reinforce your story. they

legitimize your efforts.

6

tell a story

from the success formulate a story.

use the success (or learnings) to reinforce

your principles.

early on bring in experts from the

outside that reinforce your story. they

legitimize your efforts.

make a meme to tell the story.

6

tell a story

from the success formulate a story.

use the success (or learnings) to reinforce

your principles.

early on bring in experts from the

outside that reinforce your story. they

legitimize your efforts.

make a meme to tell the story.

create ‘tweetable moments’.

6

tell a story 6the hermes project

allowed us to tell a new story.

keep iterating

7

keep iterating 7

keep iterating 7

keep iterating

what worked last year probably won’t work

this year.

7

keep iterating

what worked last year probably won’t work

this year.

organizations are always changing.

improvization is your friend.

7

keep iterating

what worked last year probably won’t work

this year.

organizations are always changing.

improvization is your friend.

don’t give up.

7

keep iterating

what worked last year probably won’t work

this year.

organizations are always changing.

improvization is your friend.

don’t give up.

keep repeating all of the previous steps.

7

keep iterating 7with the full agile rollout,

we are rebooting our leanux methodology (v2)

bringing change is similar to the design process

bringing change requires persistance & improv

questions? http://commons.wikimedia.org/wiki/File:Penny_pennies_coins_copper.jpg http://www.flickr.com/photos/cornellfungi/1874403581/ http://www.flickr.com/photos/37217398@N02/3442676067/ http://www.flickr.com/photos/hongiiv/4151964823/ http://en.wikipedia.org/wiki/File:Punishment_sisyph.jpg http://en.wikipedia.org/wiki/File:DsDNA_antibodies.jpg http://en.wikipedia.org/wiki/File:Exposed_mango_tree_roots.jpg http://www.flickr.com/photos/weesen/3589258380/sizes/l/ http://www.flickr.com/photos/weesen/3588454913/sizes/l/ http://www.flickr.com/photos/atoach/2464747591/ http://www.flickr.com/photos/janed42/5033842895/sizes/z/ http://www.flickr.com/photos/9619972@N08/1350940605/ http://www.flickr.com/photos/alanenglish/483251259/sizes/z/ http://www.flickr.com/photos/giesenbauer/4092794246/sizes/l/ http://commons.wikimedia.org/wiki/File:Tangled_cables_mrbill.jpg http://commons.wikimedia.org/wiki/File:Old_books_by_bionicteaching.jpg http://www.flickr.com/photos/mtl_shag/262471645/

credits