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Talk prepared for the Design for Social Innovation 2014 conference held in Sydney, Australia
Citation preview
Persuading your organisationto do awesome things!"
by Jax Wechsler
Designers do not always think about design implementation
or its flow on social processes
Human-centred design process used by the dSchool
?
Human-centred design process used by the dSchool
Enacting innovation requires organisational change
over time…
multi-dimensional organisational change
Change that is multi-dimensional
!
Requiring lots of persuasion!
How can design support change
in organisations?
1. Design is RESEARCH driven…
2. Design relies on making i.e. visualising
Human-centred design process used by the dSchool
!
!
Visualisation ordesign objects !!
• Make the intangible seem more tangible • Communicate human-centred research • Communicate the current state • Facilitate conversation and collaboration • Springboard new ideas • Communicate visions for the future !
Accessible evidence of the need for change and a vision for how change could look.
Find Buy Use
Dealer Tasks
Telstra FOH
Telstra BOH
Customer
Irritatants
Dealer Needs
Artefacts/Tools
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Irritants, changing needs and opportunities
Meet Paul
My Story
Technological Abilities
Frustrations, Barriers & Concerns
My Aspiration
Opportunities For Alere
Summary of my health journey to date
I lost my father when I was a boy to a heart condition and it was a real
wake-up call for me when I was diagnosed with high blood pressure
and hyper-tension. I have 3 kids and I hope to be a grand-dad one day. I
lost my father early in life and I am determined to do what I can to stay
healthy for as long as possible. My family needs me to.
�,-2+7�8,%8�%(:)67)0=�%J)'8�1=�,)%08,�.3962)=Ĵ8)',2303+=�97%+)�i When I do not feel symptoms my condition is not always front of mind.
�i �%1�59-8)�8-1)�4336�%2(�H2(-2+�8-1)�83�)<)6'-7)�-7�,%6(ĥ
�i �=�8-1)�-7�:)6=�7869'896)(ĥ��=�,)%08,�6)+-1)�2))(7�83�H8�-283�1=�(%-0=�6398-2)�)%7-0=ĥ�
�i How secure is my data? Who can see it?
What makes me aspire to improve my health?
I will do anything for my family, they motivate me to do anything. I
need to be in top condition as a father and husband now and always.
�� Automatic biometric tracking capability through biometric measurement
devices.
�� Visualisation of biometric data makes his disease more tangible. It
motivates him to improve.
�� �)%10)770=�-28)+6%8-2+�&-31)86-'�86%'/-2+�'%4%&-0-8=�;-8,�,-7�)<-78-2+�technical devices make health monitoring more streamlined.
MOTIVATIONTO MANAGE
�%1�()8)61-2)(�83�&)�%7�H8�%7� �'%2�*36 %7�032+�%7� �'%2ĥ��=�*%1-0=�2))(7�1)�83�&)ĥ“ ”
�)',2-'%0��-8)6%'=: None - Lo - Med - High
�'')77�232): Limited - Full
�):-')7ħ��I use my desktop for: work, email, twitter, shopping. I use my
tablet for: reading, news, research. I use my Nike+ to track my jogging. I
use my smartphone *36ħ�73'-%0�2)8;36/-2+Ħ�8)<8-2+Ħ�4,3837ĥ
Age: 53
Marital Status: Married
Children: Yes - 3 kids.
Profession: Engineer
Income: Upper-Middle
Lives: Wife & kids
English Literacy: High
CVD risk: Medium
Type 2 Diabetes: No
Hypertension: Yes
Mobility: High
CALLS TO DEALER CARE (PER MONTH)DEALER TYPES NUMBER OF DEALERS (PER STATE)
Src: Darren J Hollingsworth, Business AnalystSRC: Jorge De Abreau, Data & Analytics SRC: Jorge De Abreau, Data & Analytics
15,544
19,81420,873
18,744
Jan 2012 Feb 2012 Mar 2012 Average
TBC
6% TSN
7%
TLS
12%
Business
Dealers
21%
VITA
25%
Distributor
Sub-Dealers
29%
10
78164
TOTAL 1,421
414
416
290
42
7
SOME FACTS ABOUT DEALERS
T-SUITE REVENUE (PER CHANNEL) NEXT IP REVENUE THROUGH ICT CHANNEL ICT REVENUE: NEXT IP PRODUCT BREAKDOWN(JULY 2011 - MARCH 2012)
SRC: Stephen Pech (T-suite Sales and Partner Dashboard 20120308) SRC: via Mark Ansell, ICT Channel Manager (National NextIP Report) SRC: National NextIP Report (Mark Ansell)
DIRECT WEB 45%
CONTACT CENTRE
10%
CODE ERROR5%
PARTNER 40%
RE
VE
NU
E N
EX
T I
P (
$)
4.1M
JUNE 2009
23M
APRIL 2012
30M
(Projected)
JUNE 2012
Other
SIP
Connect
TID Premium Ethernet
Business IP
5%
3.5
%
14%
4%
23%
Connect IP
50.5%
BPN
Video prototypes : how the future can look
Video Prototype : Animated wire-frames of “Janine” discussing the benefits and features made the concept understandable by all. Annotated wire-frames and prioritised agile user-stories were delivered as well.!
The Patient Journey through the QLD healthcare system!From http://www.health.qld.gov.au/ehealth/journey.asp
CURRENT USER JOURNEY (EPISODE)
LIFESTYLECHANGE
REHAB
NO CHANGEIN LIFESTYLE
NO REHAB
O� SMOKING O� TIREDNESSO� HIGH CHOLESTEROLO� OVERWEIGHTO� CHEST PAINSO� SHORTNESS OF BREATH
WARNING SIGNS
GP
Specialist
Pharmacist
FamilyFriend
Support
LITERATUREADVICE
MEDICATION
I was in denial
of my CV
problems.
In hindsight
I could see
myself as high
risk.
I was still in
denial –
I drove
myself to
hospital;
I took
a cab.
It was like being
in the movies
with lots of
people around
me – I was the
patient in the
scene.
I knew I was
VDIH��,�ZDVQ·W�worried as I we
being taken
care of.
I was given
enough
information
and
FRQÀGHQFH�LQ�my treatment,
but I went
and did more
research
at home.
I was left on
my own to
take care of
myself upon
discharge
from
hospital.
I was rested
but I was bored
just watching
TV and
teleshopping.
,�GLGQ·W�ERWKHU�ZLWK�rehab. It was hard to
get to and I had to wait.
I preferred to do my
own thing, so I took up
ZDONLQJ��,�GLGQ·W�ERWKHU�going to rehab and
no one called me so I
thought it was OK.
My GP takes care of the
medical side. I have to
take care of my lifestyle
EXW�LW·V�KDUG�WR�GR��)DPLO\�and friends moral support
is very important to help
me change and for my
well being.
I lack discipline with
my lifestyle diet and
exercise. I like food
WRR�PXFK�DQG�,�GRQ·W�have time for exercise.
I changed my eating
habits and stopped
smoking because the
episode was scary
DQG�,�GRQ·W�ZDQW�WR�experience it again.
To be healthy in my old age
To be treated faster
To have a healthier heart
To be able to achieve my goals
without pain or worry
To have any health problems
be addressed promptly
To overcome the need for medication
Pre-CVD Episode Admission Treatment Info gathering Discharge Home Rehab Lifestyle managementContinued Care My wish for the future of my health
JOUR
NEY
PHAS
ESIN
SIGH
TOP
PORT
UNIT
IES
http://www.flickr.com/photos/bikolabs/3194572584/sizes/l/in/photostream/
!“…connectors and facilitators, as quality producers, as visualisers and visionaries, as future builders (or co-producers). Designers as promoters of new business models. Designers as catalysers of change” (Manzini, 2009, p. 11). "
Todays designer
Manzini, E. 2009, "New Design Knowledge.”, Design Studies, vol. 30, no. 1 , p. 12.
New types of design knowledge“to stimulate and steer strategic discussions, to be applied in a variety of specific projects, to help understand what we are doing or could do. This knowledge has to be explicit (to be clearly expressed by whoever produces it), discussable (to permit the exchange of opinions among many interested interlocutors), transferrable (to be applicable by other designers) and possible to accumulate (to form a reservoir of design knowledge that could be the starting point for producing further knowledge...).”
Communityof practice
Communityof practice
Communityof practice
boundary objects
Star & Greismeyer (1998)
Communityof practice
Communityof practice
Communityof practice
sticky objects
Star & Greismeyer (1998)
help make change stick!
A real opportunity exists for designers to help facilitate and support innovation within organisations by delivering sticky objects that persuade change and enable others to do their work!!
The opportunity
http://www.flickr.com/photos/alveart/6346803873/in/photostream/
Jacqueline (Jax) Wechsler [email protected]://stickydesignstudio.com.auhttp://cocreatingchange.com
!
Mobile: +61 403 895497Twitter: @jacwexSkype: jacwex