digital adaptation (presented by paul boag, user experience and digital transformation consultant -...
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![Page 1: Digital Adaptation (presented by Paul Boag, User Experience and Digital Transformation Consultant - Boagworks at eZ Conference 2016)](https://reader036.vdocuments.site/reader036/viewer/2022070516/58733e611a28abf21b8b615f/html5/thumbnails/1.jpg)
Everyday Digital Transformation
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Lots of buzz around digital
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Digital strategy, chief digital officers, digital teams, digital first, digital strategy, digital innovation,
digital governance…
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Risks and opportunities for disruption
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But… what exactly is digital?
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A set of technologies?
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Or something more?
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It has changed consumer behaviour
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Have higher expectations
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Expect better customer service
@Acme. I have a question. Can you help?
Posted 10 minutes ago
Why haven’t theyreplied yet?
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They have a voice to complain
Don’t fly British Airways, there customer service is terrible!
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They have more choice
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Ultimately digital is about people and not technology. It is about better serving the connected consumer.
Brian Solis
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Not just an IT or Marketing issue
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The entire organisation needs to adapt
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Not doing so has led to some big failures
Birmingham Council£2.5 million (£2m over budget)
Department of Trade and Industry£11.78 per visit
Healthcare.gov$319 million. Set to rise to $677 million.
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Bureaucracies are honed by the past and almost never can they deal effectively with the future.
Leroy Hood
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Digital needs to be as ubiquitous as electricity
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But how do we adapt to the new digital reality?
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Transformation is a culture not a project. It doesn’t just finish one day.
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Strategy, Structure and Culture
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Creating a digital strategy
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Understand your challenges and opportunities
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Define and prioritise your goals
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Understand your usersTheir needs, questions, situation, journey.
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Picture the final user experience
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Create some guiding principles
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Establish some next steps
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Building a digital structure
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Centralise, consolidate and coordinate
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Establish strong leadership
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Form a digital innovation team
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Have a clear mandate
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Start with a pilot. Produce minimum viable products. Test and Iterate.
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Educate and decentralise
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Nurturing a digital culture
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Break down silos
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Have clear operating procedures
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Embed user centric thinking
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Encourage digital by default
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Incentivise around user experience
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Encourage a mantra of ‘always be making new mistakes’.
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Next Steps
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1. Find your digital champion
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2. Commission your strategy
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3. Start a pilot project.
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boag.world/digital/