journey to the fifth dimension - erik flowers, evolve ux 2016
TRANSCRIPT
@erik_flowers #evolveUXconf tweeting photos encouraged!
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LET’S TAKE A STEP BACK
80%80%U.S.U.S.
80%80%U.S.U.S.
PERFORMPROVIDE
PERFORMPROVIDE
PERFORMPROVIDE
PERFORM & PROVIDE
PERFORM & PROVIDE
PERFORM & PROVIDE
ENGAGE & RETAIN
LET DOWN & FAIL
RE
SENT & BAIL
LET DOWN & FAIL
TIME
SCALE
TIME
SCALE SERVICE COMPLEXITY
TIME
SCALE
POTENTIAL LEVEL OF PAIN
SERVICE COMPLEXITY
TIME
SCALE
POTENTIAL LEVEL OF PAIN
SERVICE COMPLEXITY
TIMEMONEYGOODWILLLOYALTYREPUTATION
COST
TIME
SCALE
POTENTIAL LEVEL OF PAIN
SERVICE COMPLEXITY
TIME
SCALE
POTENTIAL LEVEL OF PAIN
SERVICE COMPLEXITY
THE PERFORMERS & PROVIDERS
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THE BIG QUESTIONS
WHENWHERE
WHAT
“The purpose of a system is what it does. There is no point in claiming that the purpose of a system is to do what it constantly fails to do.”
Stafford Beer (research this guy!)
HOW
“It all started…”
WHY“It all started…”
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DIMENSION 1
A SPECIFIC CUSTOMER INTERACTIONIN A LARGER END-TO-END STORY
MOMENT
DIMENSION 2
MOMENTS CONNECTED TOGETHERTO FORM A SEQUENCE OF EVENTS
STORY
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FRONT STAGE
BACK STAGE
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SYSTEMIC
SYSTEMIC
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BACK STAGE
(SPECIFICTO YOUR
COMPANY ORINDUSTRY)
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ACTOR SYSTEM POLICY DATA
PROCESS HISTORY INFO GAP (SPECIFIC)
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ACTOR SYSTEM POLICY DATA
PROCESS HISTORY INFO GAP (SPECIFIC)
DIMENSION 3
THE UNDERLYING SUPPORT OF HOW MOMENTSAND STORIES ARE DELIVERED
SURFACE TO CORE
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THE UNDERLYING SUPPORT OF HOW MOMENTSAND STORIES ARE DELIVERED
SURFACE TO CORE
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DIMENSION 4
END TO END, SURFACE TO CORE VIEW OFHOW YOUR ORGANIZATION ACTUALLY DELIVERS
REALITYDIMENSION 4
END TO END, SURFACE TO CORE VIEW OFHOW YOUR ORGANIZATION ACTUALLY DELIVERS
REALITY
FRONT STAGE
BREADTH OF HOW IT IS EXPERIENCED
BREADTH OF HOW IT IS EXPERIENCED
BACK STAGE
BREADTH OF HOW IT IS EXPERIENCED
DEPTH OF HOW IT IS DELIVERED
DIMENSION 5
HOLISTIC REFLECTION OF YOUR CAPABILITY TODELIVER WHAT YOU HAVE PROMISED
BEYOND
THIS IS THE REFLECTION OF
YOUR CAPABILITY
“Organizations which design systems are constrained to
produce designs which are copies of the communication structures
of these organizations”
Melvin Conway - 1968
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OK, SO NOW WHAT?
GET TACTICAL & STRATEGIC
MON FRI
MON FRI
MON FRI
MON FRI 2016 2018
MON FRI 2016 2018
START ACTING END-TO-END
HAVE A DATA STRATEGY
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BUILD YOUR CAPABILITY
EXTERNAL EXPERIENCE
INTERNAL CAPABILITY
EXTERNAL EXPERIENCE
INTERNAL CAPABILITY
EXTERNAL EXPERIENCE
INTERNAL CAPABILITY
ACTIVATE YOUR ORGANIZATION
SO, REMEMBER…
UNDERSTAND HOW YOU PROVIDE & PERFORM
SEE THE DIMENSIONS OF HOW YOU DELIVER
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KNOW WHEN TO BE TACTICAL OR STRATEGIC
SOLVE FOR CUSTOMER, AND ORGANIZATIONAL PAIN
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Thanks for watching!*Artwork by me!