Post on 22-Jan-2018
Tactics for Transformation
@alexjbarker
What Why How...can you make sure you’re future fit?
© asinthecity.com
© thecitizen.org.au / Michael Pangrazio
Who has conducted user researchin the past year?
Who routinely plans digital products and content prioritised by user need?
InsightCreativity
TechnologyBrand
Content
Experience
InsightCreativity
TechnologyBrand
ContentLiteracyAbility
ProcessResources
Experience
Capabilities
InsightCreativity
TechnologyBrand
Content
LeadershipStrategy
InnovationAgility
Autonomy
LiteracyAbility
ProcessResources
Experience
CapabilitiesCulture
Experience
CapabilitiesCulture
User-centredDesign
Experience
CapabilitiesCulture
DigitalTransformation
Experience
CapabilitiesCulture
User-centredTransformation
5 things to try...
#1 - Roles & Goals
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Single customer viewpoint...
● Context / empathy driven● Task / goal focused● Captures collective internal knowledge● Good for data gap analysis● Helps to prioritise future research● GDPR-friendly!
#2 - Customer empathy
#3 - ‘Living’ strategy
#4 - Design-led training
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Bringing research to life...
● Tools○ Personas○ Experience Maps○ Behavioural Profiles (per territory)○ Prioritised user requirements
● Tasks○ Discover○ Define○ Present
#5 - Pathfinder design sprints
IdeateDiscover Design Validate Analyse
Discover
Discover
● Agree on destination
● Map out the challenge
● User insight session
Ideate
● Concept creation
● Review and refine
● Agree final ideaIdeate
Design
Design
● Agree scope
● Prototype
● Prep for testing
Validate
Validate
● Test the concept
● Guerrilla-style!
● Collate results
Analyse
Analyse
● Summarise findings
● Re-prioritise
● Plan next sprint!
Practicing these activities will improve your service delivery model,
the experience of your customers and form the cultural bedrock for
User Centred Transformation.
and watch out for our
Whitepaper
Thanks! Any questions?
@alexjbarker