QUESTION AND MANAGE STAKEHOLDER EXPECTATIONSLIS PARDI
@LISPARDI
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HI. I’M LIS.
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THE BIRTHDAY PARTY DILEMMA
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THE NEW PROJECT DILEMMA
THE IMPORTANCE OF QUESTIONS
CREDENTIALS ARE A TRAP
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YOUR PROFESSIONAL OPINION DOESN’T COUNT (SORRY)
WHY NOT YOU?
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DON’T WANT TO SLOW THINGS DOWN
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SCARY TO QUESTION AUTHORITY
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SLOW STARTS = BETTER OUTCOMES
BETTER OUTCOMES = HAPPY USERS
QUESTION EVERYTHING
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I WANT TO CREATE A NEW PAGE
LET’S START A BLOG
WE SHOULD ADD MORE MESSAGING
WHY DO YOU WANT TO MAKE A CHANGE?
This change is a customer
request.How many customers?
We need this to keep up with competitors.
Are they a viable threat?
Is this useful to customers?
This request is from the sales team
Will it help with a big contract?
Do we already have something
similar?
I have an innovative
idea!Is there a
demand for this?
Is this a small change with big impact?
GET TO THE HEART OF THE PROBLEM
CHALLENGE ASSUMPTIONS
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FIND YOUR AUDIENCE
UNCOVER MOTIVES
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DON’T PICK THE FIRST SOLUTION, PICK THE ONE RIGHT FOR YOU
IS THIS A SOLUTION LOOKING FOR A PROBLEM?
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BE USEFUL, THEN INTERACTIVE
YOUR TURN
KICK START YOUR DISCUSSIONS
FIVE WHYSStudents aren’t starting their research with us
1. Why?
Because our information is too dense
2. Why?
We only contract with academic journals
3. Why?
We are buying articles for the librarians, not the students
4. Why?
Librarians are our customer
5. Why?
Librarians control the budgets
FIVE WHYS
Google Glass isn’t selling well
1. Why?
2. Why?
3. Why?
HOW
TAKE THE PROBLEM APART
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WHAT’S THE ROOT? ARE THERE MULTIPLE PROBLEMS?
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DON’T BE STUMPED BY RESTRICTIONS
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TAKE IT APART AND REASSEMBLE
USE RESEARCH AND ANALYTICS TO BACK YOU UP
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TALK TO A FEW PEOPLE
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ASK HUNDREDS OF PEOPLE
YOUR TURN
ERICA WANTS TO BECOME RICH AND FAMOUSWhat questions would you ask Erica?
What are her assumptions?
What research could we do?
SOLUTIONS APPEAR
THESE STEPS WILL LEAD YOU TO YOUR SOLUTION• Think like the client
• Question everything
• Figure out why the change is needed
• Dissect it and put all of these things together
• Use research to check assumptions
• That information can help identify more meaningful solutions
• Restate the problem and the answer will be in front of you
THANK YOU
LIS PARDI
@LISPARDI
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