the secret life of deliverables

The Secret Life of Deliverables

Anthony Quinn

What happened to my deliverable?

What?

Why?

Something that’s produced,to influence an outcome

Outcomes Experienced By The Deliverable

?

A Deliverable’s Journey Through The Black Box

Stage 1: InterestedImportant but receives little

funding

Stage 2: InvestedFormalised programs emerge

Stage 3: CommittedCritical and execs actively

involved

Stage 4: EngagedOne of the core tenets of

strategy

Stage 5: EmbeddedIn the fabric of company

Stages of Experience-based differentiation maturity Source: Forrester Research

CX Maturity Varies Within The Organisation

Design’s Perceived Role In The Organisation

Influence & Authority

B Business Owner

A Service Provider

A

B

Design’s Perceived Role In The Project

Design by default

Defines problem / opportunity spaceDisruptive innovationShaping strategy

Generates alternative solutionsNarrows solution options

Incremental improvement

Cosmetic overlay

Source: Jess McMullin, B+D.org

Focus and Alignment?

Steve Snodgrass, Flickr Creative Commons

Who Does The Deliverable Listen To?

Who Does The Deliverable Listen To?

Who Does The Deliverable Listen To?

RASCI

Source: Demi-Brooke, Flickr Creative Commons

Intent

Context Changes During Design Process

Restructures

People Come......People Go

Funding Cuts

New Competitor

New Information

Merger

Acquisition

New Stakeholders

New Objective

New DirectionNew Insight

New Capability

New Threat

Recap

• Deliverable: produced to influence an outcome

• Recognise & respond to context

• Draw out implicit perceptions, objectives and expectations

• Manage stakeholders explicitly, continually and consistently

• Verify that users of deliverables can articulate intent and actions required to achieve desired outcome

• Observe, orient and respond to change

What Can We Do About That?

?

A Prototype Toolset

Let’s connect

ThanksAquinn@Westpac.com.au

@AntKwin