Managing change as designed UX - Helen Palmer
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Helen Palmer RHX Group Managing change as a designed user experience
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How to overcome badly managed change? How about treating the entire change process as a designed user experience? This case study with a difference will illustrate design principles applied to creating a positive user experience in the introduction of new ways of managing business information.
Transcript of Managing change as designed UX - Helen Palmer
Helen PalmerRHX Group
Managing change as a designed user experience
Notes for post-presentation1. This is a presentation file, not a document. So you need to
hear the audio to make best sense of the content. 2. During the presentation, audience randomly selected the
elements to be presented. So you need to hear the audio to link the ‘talking’ to the slide.
3. Only 8 of the 12 elements were covered in the allotted time. This file doesn’t have any supporting text for the other 4 elements.
4. Each element is presented with two horizontal text boxes: Green = Design Principles applied, Purple = Human Factors influencing design choices
Insert photo of unhappy camper undergoing change
Poorly managed change can be shattering
Insert photo of happy camper undergoing change
Well managed change can be empowering
What gave users structure
during disruption of
change?
What characterised
user education?
How was the change
promoted?
What characterised the approach
of user support?
What was the approach for
user awareness & familiarity?
What was a key approach to business
group deployment?
How was the project
conceived?
How was the project named?
Who was responsible for user needs and involvement?
How was the user change conceived?
How were users involved in guiding the
change?
Before software installed
Staff competition
Business practice change
6 key behaviours
User reference group Self-schedule
Designed deployment
process
Active, meaningful
engagement
Proactive and at-the-elbow
Visual and emotive cues
What’s an example of
cognitive cues to help users?
Colour of icon; name of concept
Change Manager
Visual and emotive cues
Before software installed
Staff competition
Business practice change
6 key behaviours
User reference group Self-schedule
Designed deployment
process
Active, meaningful
engagement
Proactive and at-the-elbow
Colour of icon; name of concept
Change Manager
What gave users structure
during disruption of
change?
What characterised
user education?
How was the change
promoted?
What characterised the approach
of user support?
What was the approach for
user awareness & familiarity?
What was a key approach to business
group deployment?
How was the project
conceived?
How was the project named?
Who was responsible for user needs and involvement?
How was the user change conceived?
How were users involved in guiding the
change?
What’s an example of
cognitive cues to help users?
Challenge, Meaning, Commitment, Enjoyment
Entry point, Accessibility, Participation
Staff competitionHow was the project named?
Understanding, Acceptance, Commitment
Framing, Mental model
Business practice changeHow was the project conceived?
Memory, Attraction, Curiosity, Learning
Entry point, Constancy, Visibility
Visual and emotive cuesHow was the project promoted?
Contribution, Authenticity, Self-definition, Enjoyment
Participation, Depth of processing, GIGO, Exposure
User Reference GroupHow were users involved in guiding the change?
Predictability, Expectations, Learning, Commitment
80/20 Rule, Expectations Effect, Mapping, Visibility
6 key behavioursHow was user change conceived?
Leadership, Contribution, Consideration, Attention
Hierarchy of Needs, Affordance, Expectation Effect
Change ManagerWho was responsible for user needs and involvement?
Curiosity, Attention, Acceptance, Understanding
Accessibility, Expectation Effect, Modularity, Mental Model
Before software installedWhat characterised user education?
Continuity, Integration, Control, Order, Predictability
Framing, Depth of processing, Visibility
Self-scheduleWhat was a key approach to business group deployment?
Predictability, Order, Attention, Efficiency, Transparency
Accessibility, Modularity, Mental Model, Visibility
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3 4
Designed deployment processWhat gave users structure during disruption of change?
Familiarity, Exploration, Curiosity, Meaning, Confidence
Entry point, Cost Benefit, Accessibility, Progr’sve Disclosure
Active, meaningful engagementWhat was the approach for user awareness and familiarity?
Ease of use, Remembering, Learning, Attention
Mental model, Iconic Representation, Constraint
Business Folder
Business Information
Colour of icon; name of conceptWhat’s an example of cognitive cues to help users?
Cognitive & emotional support, Exploration, Confidence
Mapping, Feedback loop, Accessibility, Satisficing
Proactive and at-the-elbowWhat characterised the approach of user support?
Things alter for the worse spontaneously, if they be not altered for the better designedly. ~ Francis Bacon
Reference for Design PrinciplesLidwell, William., Holden, Kritina. & Butler, Jill. 2003. Universal Principles of Design. Gloucester, MA: Rockport Publishers
Presenter Contact DetailsHelen Palmer, Principal ConsultantRHX Groupwww.rhxgroup.com.au (Check out Resources section)E: [email protected] T: @helenrhx M: 0416 246 816
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