enabling change: stakeholder alignment in large-scale ux projects
Post on 21-Oct-2014
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UXcamp | June 2011@freimark
Enabling Change
No Obama references inside!
Photo: flickr.com/photos/arthurjohnpicton/4383221264
Stakeholder alignment in large-scale UX projects
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01 Why change management?
02 How to enable change?
03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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01 Why change management?
02 How to enable change?
03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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Content on the Web today is often bad.
‣ Outdated
‣ Different voices (various styles, bad style, conflicting information)
‣ Hard to find: Too much "needle in haystack", metadata not maintained
‣ Inappropriate for the Web and the target audiences
‣ Irrelevant
‣ Inside-out perspective
Photo: flickr.com/photos/charlesfred/253443873
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It‘s all about the content.
Photo: flickr.com/photos/ifranz/468219580
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It‘s all about the content.
Photo: flickr.com/photos/dolmansaxlil/5144212702
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High quality content should become the norm.
‣ Current across multiple levels and sections
‣ One voice (text, images, no conflicting information)
‣ Findable by structured browsing and metadata
‣ Adequately written for the Web and the target audiences
‣ Relevant for the target audiences
‣ Outside-in perspective
Photo: flickr.com/photos/taboadatesta/3411678278
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Projects today require efforts by multiple departments.
Foto: xxxPhoto: flickr.com/photos/mnadi/32325828/
Example: Descriptions of degree courses at a university
‣ Student Advisory Service
‣ Department of Student Affairs
‣ International Office
‣ Faculties – all of them!
‣ General Students‘ committee
‣ Students‘ "group representative"
‣ Faculty management
‣ Faculty board
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...it ain’t that easy.
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People in departments rarely talk to each other.
Photo: flickr.com/photos/nicholas_t/4848928856
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People sometimes fight against each other.
Photo: flickr.com/photos/iboy/5709372593/
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People have their own agenda – greater good has low priority.
Photo: flickr.com/photos/torek/536685363
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People might not feel the users’ pain.
Photo: flickr.com/photos/felixmontino/4188291874
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People are afraid of change.
Photo: flickr.com/photos/paolomargari/1992019542
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What happens if we just "do our job"?
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Photo: flickr.com/photos/veneman/4245127205
Here are the templates. Thanks for the money, good luck, and have a nice life.„
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The result?
‣ No support from within the organization – or even resistance ("Nobody asked me, but they should have")
‣ Editors don't talk to each other – or aren't even aware of each other
‣ Content starts to wither the day after the launch – if it was good content at all
‣ Proliferation of bad content
Photo: flickr.com/photos/charlesfred/253443873
= useless website
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We have to overcome such hurdles if we want to build sustainable solutions.
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01 Why change management?
02 How to enable change? 03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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01 Why change management?
02 How to enable change?
> Mindset> Methods
03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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We have to overcome such hurdles...
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„Photo: flickr.com/photos/mysza/2591183753
If you want to drain the swamp, don‘t ask the frogs.
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„If you want to drain the swamp, don‘t ask the frogs.
wrong approach!
Photo: flickr.com/photos/mysza/2591183753
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We have to take people seriously to earn their trust.
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Be there.
Photo: flickr.com/photos/johnwardell/125588728
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Be a listener.
Photo: flickr.com/photos/marfis75/2939337382
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Be transparent.
Photo: flickr.com/photos/greenchameleon/2194707165
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Be neutral.
Photo: flickr.com/photos/curiousexpeditions/544119961
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Changing people’s beliefs and behaviors begins with ourselves.
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01 Why change management?
02 How to enable change?
> Mindset
> Methods
03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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Establish a sense of urgency.
Photo: flickr.com/photos/juditk/5024772809
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Invite stakeholders to participate.
‣ Do questionaires up-front
‣ Conduct stakeholder interviews to gather requirements
‣ Let them participate in workshops during the project
‣ Encourage feedback – and answer it
Photo: flickr.com/photos/mintlipgloss/251326649
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Start conversations between silos.
‣ Bring them together in workshops (mixed groups!)
‣ Show them the bigger picture...
‣ ...but also suggest small and specific steps
‣ Start a project within a project
‣ Establish new structures (eg. bi-weekly cross-dept. meeting of editors)
Photo: flickr.com/photos/vanderlin/105314952
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Keep people in the loop.
‣ Publish a project newsletter
‣ Present results to everyone interested – on a regular basis
‣ Hold Q&A sessions
‣ Embrace new stakeholders (but keep the core team small)
Photo: flickr.com/photos/goetter/4559773791
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We can facilitate networking between departments with change management methods.
These methods help bring people to the table – so that they work collaboratively on a project for the same goals.
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6
Methods – what are your experiences?
Establish a sense of urgency. Invite stakeholders to participate. Start conversations between silos. Keep people in the loop.
?What‘s your opinion?
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01 Why change management?
02 How to enable change?
03 How to sell change management? 04 Recommended reading
Things I'd like to discuss with you
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01 Why change management?
02 How to enable change?
03 How to sell change management?
> To our project managers
> To the client
04 Recommended reading
Things I'd like to discuss with you
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For the love of money!
Photo: flickr.com/photos/lennox_mcdough/5591613420
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Reputation.
Photo: flickr.com/photos/sovietuk/202025681
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01 Why change management?
02 How to enable change?
03 How to sell change management?
> To our project managers
> To the client 04 Recommended reading
Things I'd like to discuss with you
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Don‘t call it change management.
Photo: flickr.com/photos/ohmannalianne/2542717334
‣ "Project-accompanied internal communication"
‣ "Getting buy-in"
‣ "Gaining support by all people involved"
‣ "Building a sustainable solution that lasts after we‘ve left"
‣ "Employees should identify with the result"
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Emphasize the Return On Investment.
Photo: flickr.com/photos/pedromourapinheiro/2873024997
‣ "You invested so much for research, strategy, IA, IxD, visual design, frontend and backend code...
‣ ...shouldn't be sunken money
‣ ...success depends on the participation within your organization
‣ ...should invest some more to build a sustainable solution
‣ ...the earlier the better!"
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Fly under the radar.
Photo: flickr.com/photos/thorne-enterprises/1421036090
‣ Stakeholder research
‣ Invite multiple departments to a kick ass kickoff workshop
alistapart.com/articles/kick-ass-kickoff-meetings
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We can put change methods to good use and sell them – by underlining their need or by sneaking them in.
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6
Selling change management – what are your experiences?
Don‘t call it change management. Emphasize the ROI. Fly under the radar.
?What‘s your opinion?
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01 Why change management?
02 How to enable change?
03 How to sell change management?
04 Recommended reading
Things I'd like to discuss with you
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What are your reading recommendations?
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Going the extra mile beyond classic UX work leads to sustainable solutions.
Photo: flickr.com/photos/taboadatesta/3411678278
‣ Allows for a common under-standing during the start of the project (and beyond)
‣ Helps people identify with the project
‣ Facilitates networking across department borders
‣ Allows them to implement a content strategy
= enables change
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Stefan FreimarkSenior UX Consultant
MailTwitterWeb
[email protected]@freimarkwww.aperto.de
slideshare.net/sfreimark
Start making a difference!
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6
John P. Kotter: Leading Change
1. Establish a sense of urgency
2. Form a powerful guiding coalition
3. Create a vision
4. Communicate the vision
5. Empower others to act on the vision
6. Plan for and create shortterm wins
7. Consolidate improvements and produce more change
8. Institutionalize new approaches