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To wrap Adaptive Path's Managing Experience 2014 Conference, this is a playbook of activities for leaders of experience to focus on in the year ahead. It's inspired by and a synthesis of the smart ideas from the speakers and leaders of Adaptive Path’s Managing Experience 2014.
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PLAYBOOK FOR MANAGING & LEADING EXPERIENCE
MX 2014
Fix on the future.
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Don’t fix the past. Fix on the future.
Crisply communicate the vision, why it’s worthy, and how to win.
Design your job to achieve it.
Progress is measured by learning and progress to the future state, not by the amount of work done.
Pack only what you need and start hiking.
YOU’LL NEED _ A simple business case and
compelling visualization _ Ideas worth repeating _ Clear, important wins _ A list of things to stop doing
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Grow new leaders.
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Grow new leadersfor great experiences.
“Leaders don’t create followers. They create more leaders.” —TOM PETERS
Invest in people with the right mix of audacity and humility.
Build their resilience with meaningfulness, relationships, and care.
Create an infrastructure for leaders to be successful on your team and beyond.
You now architect work and progress.
YOU’LL NEED _ Soft skills not technical skills _ Roles & goals you designed
with them _ Pair leaders across functions:
engineering, marketing, more.
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Make your new rules.
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Reshapethe rules for decision- making
Know what you believe and your principles.
Find where the best decisions need to be made—people, projects, execution?
Create the right context for others to make good decisions—change the process, relationships, and responsibilities.
Lead people to the best decisions for the business and the experience
YOU’LL NEED _ Examples of good and bad
decisions _ Freedom to change your rules
when it’s time
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Who do you want your customers to BECOME?
ULTIMATELY
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BECOME FINANCIALLY HEALTHY
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BECOME OWNERS OF THEIR CONDITION
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BECOME A CITIZEN JOURNALIST
BECOME NEWLY EMPLOYED
BECOME A PARTNER IN YOUR CHILD’S EDUCATION
BECOME A PROVIDER OF SECURITY
BECOME A CONFIDENT SHOPPER
BECOME A STRONGER FRIEND
BECOME SOMETHING NEEDED, GREATER, FULFILLING
BECOME A
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“Great UX design should not just focus on the challenge of creating better customer experiences but rise to the challenge of creating better customers.”
WE NEED LEADERS WHO HAVE:
_The empathy to get it _The vision to see it _The endurance to make it happen
—Michael Schrage, Who Do You Want Your Customers to Become?
MX 2014 PLAYBOOK FOR MANAGING & LEADING EXPERIENCESynthesizing and inspired by the smart ideas from the speakers and leaders of Adaptive Path’s Managing Experience 2014.
Bill Scott
Kerry Bodine
Lesley Mottla
J. Galen Buckwalter
Wendy Lea
Chris McCarthy
Leah Buley
Josh Levine
Todd Wilkens
Jon Setzen
Jason Stirman
Kate Rutter
Michael Kim
Peter Merholz
Livia Labate
Amy Parnell
Malini Bakshi Leveque
PHOTO CREDITS
Page 2 hikers, Ewan Cross, http://www.flickr.com/photos/ewancross/4454497924/sizes/o/in/photostream/
Page 4 & 5 bikers, Garry Wilmore, http://www.flickr.com/photos/paranormart/7472387694/sizes/k/in/photostream/
Page 6 chess, b.m.p., http://www.flickr.com/photos/bmp_creep/8115409475/sizes/l/
Page 9 reclined, Brandon Warren http://www.flickr.com/photos/brandoncwarren/6579342767/sizes/o/
Page 10 needle, John (MTSOfan), http://www.flickr.com/photos/8628862@N05/5334711366/
