managing complexity - a total design methodology
TRANSCRIPT
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
MANAGING COMPLEXITY A Total Design Methodology
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
DESIGN METHODOLOGY
Should:
✓ Help you understand the situation you’re in, and how to respond effectively
✓ Help you decide which design methods to use
Should not:
Be a specific technique
Be inflexible - “one-size fits all”
is a “logic of design methods”
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
WHY ARE WE DOING THIS?
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
IT DEPENDS!
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
COMPLEXITY AS A DESIGN METHODOLOGY
a “logic of methods” based on the kind of complexity we’re dealing with
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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CYNEFIN Pronounced Ki-ney-fin
Welsh for “a place where you feel at home”
A framework for characterising different kinds of complexity
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
Image source: https://i.imgur.com/XRhkKaz.jpg
Dave Snowden (IBM/Cognitive Edge)
“Cynefin is a Sense-Making Framework”
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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ORDEREDUNORDERED
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
“Patterns are temporary and unpredictable” “Things happen for a reason”“Retrospective coherence” “Cause and effect”
OBVIOUS
COMPLICATED
CHAOS
COMPLEX
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
Is this a real pattern or just a projection?
We’re often pessimistic about unordered domains
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
Image source: https://i.imgur.com/XRhkKaz.jpg
“Learning to recognize and appreciate the domain
of unorder is liberating,
because we can stop applying methods designed for order
and instead focus on legitimate methods that work well in
un-ordered situations.”
- Dave Snowden
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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• Cause and effect is clear • Behaviour is predictable
• Clear options / standard responses • “Best practice” dominates • Process-based decision-making
OBVIOUS
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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COMPLICATED • Causes and effects are hard to see • Problems are solvable, but require
specialist knowledge
• Competing models, heuristics • Look for elegant solutions, not
necessarily perfect ones • Decision-making by consensus
among experts
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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COMPLEX• Un-ordered, evolving • Cause and effect aren’t clear • Perceive only emerging patterns
• Can’t control outcomes directly • Leaders must be adaptable • Entrepreneurs vs bureaucrats
04.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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CHAOS• No perceivable order • Dangerously unstable • Response time is critical
• Crisis management • Authoritarian leadership
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
BEST PRACTICE
EXPERTISE
RAPID RESPONSE
EMERGENCE
CATEGORISE
ANALYZE
STABILISE
PROBE — RESPONDSENSE —
— RESPONDSENSE —
— SENSE — RESPOND
— SENSE — RESPOND
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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Collapse / Breakdown
OBVIOUS
COMPLICATED
CHAOS
COMPLEX
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
Image source: https://i.imgur.com/XRhkKaz.jpg
DISORDER Where are we?
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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APPLYING CYNEFIN
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
CARE
PRESCRIPTION
TRIAGE
DIAGNOSTICS
Collapse / Acute Event
Medical Treatment
“Stop the bleeding”
“Test to understand” “Set a course of treatment”
“Treat and monitor the patient”
REMIX
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
USABILITY TESTING
IX DESIGN
BRAND CRISIS
USER RESEARCH
REMIX
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
USABILITY TESTING
IX DESIGN
BRAND CRISIS
USER RESEARCH
REMIX
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
DON’T CHECK YOURSELF INTO HOSPITAL FOR A HEAD COLD
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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OBVIOUS
COMPLICATED
CHAOS
COMPLEX
VALIDATE
PROTOTYPE
HELPDESK
CUSTOMER VALUE
LEAN Innovation
AGILE Improvement
CX Immunisation
REMIX
03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
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LEADERS
OBVIOUS
COMPLICATED
CHAOS
COMPLEX
CATEGORISE
ANALYZE
ACT
PROBE
REMIXTEAM MEMBERS
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
• Decide between methods
• Decide what sort of role to play
• Understand our strengths and weaknesses
• Broaden our relevance to our organisation
• Be more proactive about risk on large projects
We can use the Cynefin framework to:
CYNEFIN AS A DESIGN METHODOLOGY
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
MAKE IT YOUR OWN
• Annotating wireframes for a development team
• Testing an existing site to identify usability problems
• Conducting a series of design thinking workshops to identify new service opportunities
• A/B testing designs for a checkout process
• Conducting a card sort
• Testing a new navigation design
• Running a product design sprint
• Developing personas for an intranet redesign
Which domain is your Cynefin, your natural home? Where do these scenarios belong?
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CYNEFIN FRAMEWORK (C) COGNITIVE EDGE
OBVIOUS
COMPLICATED
CHAOS
COMPLEX
BEST PRACTICE
EXPERTISE
RAPID RESPONSE
EMERGENCE
SENSE - CATEGORIZE - RESPOND
SENSE - ANALYZE - RESPOND
ACT - SENSE - RESPOND
PROBE - SENSE - RESPOND
CARE
PRESCRIPTION
TRIAGE
DIAGNOSIS
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03.2017MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY
Thanks
Justin Tauber Email: [email protected] Web: justintauber.com Medium: @brtrx
* Returning to Sydney May 2017
Further reading on Cynefin: Dave Snowden’s company Cognitive Edge
A Leader's Framework for Decision Making (HBR) Complex Acts of Knowing (Snowden 2002)
Image credits: Cross by Zaff Studio from the Noun Project
a ginormous flock of birds by jeromebettis (imgur) Airplane by Valery from the Noun Project
geese by Sarah JOY from the Noun Project Billiards by parkjisun from the Noun Project
forest fire by Peter van Driel from the Noun Project Dave Snowden speaking at UX Brighton 2016 by UX Brighton (via Wikipedia)
#totaldesign@brtrx
MANAGING COMPLEXITY - A TOTAL DESIGN METHODOLOGY 03.2017
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PHYSICAL STANCE
DESIGN STANCE
POLITICAL STANCE
INTENTIONAL STANCE
OBVIOUS
COMPLICATED
CHAOS
COMPLEX
Respond based on known forces and configurations
Respond based on assumed roles & functions
Respond based on perceived power relations
Respond based on assumed beliefs and desires
“What will happen next?”
“How does it work?”“What is it trying to achieve?”
“Is it friend or foe?”
BONUS! Daniel Dennett’s STANCES mapped onto the Cynefin domains
NEW