Experience-driven ChangeDesign Thinking for Change Agents

Johnny Ordóñez

Enterprise Agile Coach en UST GlobalSAFe Trainer & Consultant | Change Agent

SAFe Program Consultant & SAFe Agilist | PMI ACPCSP | CSM | CSPO | CSD | Master of IT Management

Happiness & Culture | Enterprise AgilityOrganisational Design | Design Thinking & UX

Husband of a great womanFather of two wonderful kids

Johnny Ordóñez

My pleasure!About me

Rick Elias“3 things I learned whilemy plane crashed”

Rick Elias

1 Change happens in an instant.

2 All time that I lost by my ego.

3 You don't feel afraid to death, you are sad because you love life.

US Airways Flight 1549 over Hudson riverJanuary 15, 2009

Rick Elias“3 things I learned whilemy plane crashed”

Create a collaborative culture

Change initiatives

70%of change initiatives fail

30%are only effective in

achieving sustainable behavioral changes

Effectiveness Initiatives Change

accordingTowers Watson and

Mckinsey

How we react to change?

“We will pilot Scrum in the organization and yourteam is the bestcandidate!”

Lizard brain: the center of our emotions

Frontal LobeParietal Lobe

Occipital Lobe

Cerebellum

Temporal Lobe

Brain Stem

Frontal LobeParietal Lobe

Occipital Lobe

Cerebellum

Temporal Lobe

Brain Stem

Amygdala

Lizard brain: the center of our emotions

Amygdala

Lizard brain: the center of our emotions

Amygdala

Habits

Territory

Existence Thread

“¡We decide youScrum!”

Lizard brain: the center of our emotions

Flee

Freeze

Fight

FearHabits

Territory

Existence

Lizard brain: the center of our emotions

If you have a culture of fear none of yourfancy practices orprocesses will helpyou.

- Joshua Kerievsky

“”

How to change ifthere is fear?

When we change wefeel fear. The oppositeto fear is not courage, it is Love.

- Tobias Mayer

“”

We need love to change theworld.

LoveHow much we love ourselves?

How much we love Agile?

How much we love what we do?

How much we love our teams and colleagues?

How much we want those people are better?

Changing through experiences

Experiences

Beliefs

Results

Actions

The Pyramid of Results

Manage

Design & give

Culture

Experiences and behaviors

Impa

ct o

n Be

havi

or

Intensity of Experience

Trauma

ConfortZone

Transformative experiences

ExplorationZone

With every experience, you alone are paintingyour own canvas, thoughtby thought, choice bychoice.

- Oprah Winfrey

“”

Design Thinking

Design Thinking for changeAs a powerful tool for change through designingmemorable experiences focused on generating

sustainable behaviors, where the starting point isto immerse yourself in a state of genuine

empathy.

Steps in Design Thinking

Empathize

Define

Ideate

Prototype

Evaluate

for design of change experiencesThe Story

The journey through the experience

The intensity of the experience

Run the experiment

Observe the reactions

Feedback

Prepare the experiment

Searching for the place and moment

Conditions

Observe

Listen

Involve

Understand

with

Next

experiment

Which people?

What behavior we want to change?

What new behavior we want to generate?

What is the benefit?

How supports the transformation process?

Empathize

Define

Ideate

Prototype

Evaluate

Observe

Listen

Involve

Understand

with

Steps in Design Thinkingfor design of change experiences

Contextual Inquire

Unwritten rulesExpressionsLanguageReactions

Observe & Listen

Powerful questionsOpenCuriousRight

Ask

Why?What are your feelings?What do you consider are thethreats?

Reflect

Context

Empathize

Define

Ideate

Prototype

Evaluate

Steps in Design Thinkingfor design of change experiences

Which people?

What behavior we want to change?

What new behavior we want to generate?

What is the benefit?

How supports the transformation process?

Blast Radius

Personas

Empathy maps

Your role

Empathize

Define

Ideate

Prototype

Evaluate

Steps in Design Thinkingfor design of change experiences

The Story

The journey through the experience

The intensity of the experience

Storyboards

Behavior change cards

Empathize

Define

Ideate

Prototype

Evaluate

Steps in Design Thinkingfor design of change experiences

Prepare the experiment

Searching for the place and moment

Conditions

Workout experiences

Empathize

Define

Ideate

Prototype

Evaluate

Steps in Design Thinkingfor design of change experiences

Run the experiment

Observe the reactions

Feedback

Restrospectives

Empathize

Define

Ideate

Prototype

Evaluate

Contextual InquireInterviewsOne-To-One sessions

Blast RadiusPersonasEmpathy Maps

StoryboardsUser JourneysBehavior change cards

Get out of the BuildingWorkout activities

RunFacilitateRetrospectives

DesignThinkingToolkittoChange Agents

A good experience is:Emotional

Memorable

Vivid

Challenging

Generates a story

Conjures new behavior and thinking

Design creates stories, and stories create memorable experiences, and greatexperiences have thisinnate ability to change theway in which we view ourworld.

- Christian Saylor

“

”

EXPERIMENTSEXPERIENCES

Neuroscience, psychology, human interactions and behavioral

How our brain works?

Designing memorable experiences formeaningful and sustainable changes

Design Thinking

Experimentation, Minimum Viable Change, Feedback, Quick Wins

Lean Change Management

Important aspects to change agents

Love

BRAIN

Rick Elias…and more than

anything, are you being

the best human being you

can?

Thanks!Johnny Ordóñez

johnnyordonezortiz

@johnnyordonez

johnny Ordóñez

Ric Elias: 3 things I learned while my plane crashedhttps://www.ted.com/talks/ric_elias

Change… what is change?http://www.agile42.com/en/blog/2013/11/29/change-what-is-change/

Only One-Quarter of Employers Are Sustaining Gains From Change Management Initiatives, Towers Watson SurveyFindshttps://www.towerswatson.com/en/Press/2013/08/Only-One-Quarter-of-Employers-Are-Sustaining-Gains-From-Change-Management

2013 – 2014 Change and Communication ROI Studyhttps://www.towerswatson.com/en/Insights/IC-Types/Survey-Research-Results/2013/12/2013-2014-change-and-communication-roi-study

New Study Explores Why Change Management Fails - And How To (Perhaps) Succeedhttp://www.forbes.com/sites/victorlipman/2013/09/04/new-study-explores-why-change-management-fails-and-how-to-perhaps-succeed/#6bb5b5475219

Changing change managementhttp://www.mckinsey.com/global-themes/leadership/changing-change-management

Great experiences have an innate ability to change the way we view the worldhttp://www.inspireux.com/2008/10/27/great-experiences-have-an-innate-ability-to-change-the-way-we-view-the-world/

References and further lecture

Your Lizard Brainhttps://www.psychologytoday.com/blog/where-addiction-meets-your-brain/201404/your-lizard-brain

What is the Lizard Brain?http://tracks.roojoom.com/r/7860#/trek?page=1

Lead With Your Heart, Not Just Your Head https://hbr.org/2012/11/are-you-getting-personal-as-a

Behavior Change Strategy Cardshttps://www.artefactgroup.com/resources/behavior-change-strategy-cards/

Design Thinking as a Powerful Tool for Changehttp://blog.experiencepoint.com/2015/02/22/design-thinking-as-a-powerful-tool-for-change/

Design Thinking and Culture Changehttps://www.change-management-institute.com/design-thinking-and-culture-change-cec-mar-2015

Stop designing screens, start designing changehttp://www.uxaustralia.com.au/conferences/uxaustralia-2015/presentation/start-designing-change/

An Introduction to Design Thinkinghttps://dschool.stanford.edu/sandbox/groups/designresources/wiki/ed894/attachments/0132b/GG%20Facilitators%20Guide2012.pdf?sessionID=68deabe9f22d5b79bde83798d28a09327886ea4b

References and further lecture