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 jax@stickydesignstudio.com.auhttp://stickydesignstudio.com.auhttp://cocreatingchange.com

!

Mobile: +61 403 895497Twitter: @jacwexSkype: jacwex