Designing Influence In Organizations

IA Summit 2010 The Centre for Citizen Experience

Designing Influence In organizations
Jess McMullin
Centre for Citizen Experience
April 10, 2010

Designing Influence @jessmcmullin jessmcmullin.com


What Makes a
Great Product?
http://www.flickr.com/photos/jliba/4487085485



So Why Isn’t Every
Product Great?


Success is the

Not the Rule


Latest Standish Group Chaos numbers



How do We Fix this?


DESIGN MATURITY



UX still doesn’t
guarantee success


THE TEAM
THE MARKET
THE CLIENT


ORGANIZATIONS
CRIPPLE
PRODUCTS
http://www.flickr.com/photos/clanlife/396236900


The Review & Approve Cycle

REVIEW &
APPROVE

CREATION &
REVISION



THE COMMITTEE
http://www.flickr.com/photos/xerostomia/144742913



Why Do Organizations
Sabotage Themselves?



HUMAN RISK AVERSION



Who’s Problem is this?



Who’s Our problemthis?
Problem is

http://www.flickr.com/photos/sebpaquet/



ux career double s-curve
I’m not here yet

Figure out others’ values Business fluency + Influence

The plateau of despair No one gets it @#$*&

Woot! Ux is teh best New skills, tools, peers



Ways
http://www.flickr.com/photos/bertiemabootoo/2362780033


MOVE UPSTREAM

http://www.flickr.com/photos/jason_burmeister



START WEARING A



What if I Don’t
like suits?


WORK IN THE
OTHER ORG CHART


Every Company has 2 org charts

http://www.nyc.gov/html/om/gif/citywide_org_chart.jpg

http://www.flickr.com/photos/bombardier/44428037



How do you
work in the
other org chart?


INCREASE

http://www.flickr.com/photos/ivanx/


Increased Influence Means
more say in
shaping the outcomes
of your projects


We need the Right Methods
and the right influence
to change our success rates


So, how do you
influence
outcomes?


The same question, different words
How do We change HUMAN Behavior?



DON’T WE KNOW A THING OR TWO ABOUT
DESIGNING FOR HUMAN BEINGS?



The Influence Process
Is a Design Process



4 Keys
for Influence



3 components
of Influence
http://www.flickr.com/photos/grdloizaga/817443503



People
Decisions
Actions


http://www.flickr.com/photos/dongkwan/709106393



Who Are the People?



http://www.flickr.com/photos/wheatfields/2926916153



http://www.flickr.com/photos/amagill/3268315787



The Influence
Process
http://www.flickr.com/photos/archeon/3431306231



[remember to put
diagram here]


BACKWARDS
http://www.flickr.com/photos/36685170@N02/4305605120



The

http://www.flickr.com/photos/8136496@N05/2327243497



Describe the outcome in specific terms:
what will you see, hear, read, do, & feel
that is different from today?



Working backwards

start
< < < < ! outcome

http://www.flickr.com/photos/rberteig/177100826



What Are the
Decisions?


What Are the
Decisions
That matter most?


WHERE DO YOU NEED



WHAT IS THE VERY NEXT DECISION
YOU NEED TO INFLUENCE?
WITH WHO?



Influence worksheet 2.0*

*Everything is so much better with a version number, right?


1. COLLECT background
2. CONNECT with individuals
3. CARE+CONFIRM Background Info
4. CONTRIBUTE your own ideas
5. CODESIGN create together
6. COMMIT to specific action
7. Co-OWN the RESULT


HUMAN BEINGS
http://www.flickr.com/photos/wili/1015520862



What’s in it for me?
http://www.flickr.com/photos/doug88888/2968102780



Some BAD News:
Not everyone will love you



From Seeing David in the Stone, Swartz & Swartz



z

From Seeing David in the Stone, Swartz & Swartz



DITCH THE
TRAINING
WHEELS


Big Plan
iterations
Ditch the Plan


Evidence
Fluency
Empathy
Authenticity


Influence Process
is A Design Process


Influence Process
is A Human Process


Influence
is Iterative


Create great
products+services
http://www.flickr.com/photos/kcbimal/2743697906



Thank you!
@jessmcmullin
Centre for citizen experience
jess AT ctzn DOT ca
www.slideshare.net/jessmcmullin


Let’s talk


Q&A +
References
Influence, Cialdini
Trusted Advisor, Maister
Art of Woo, Shell & Mousa
Seeing David in the Stone, Swartz & Swartz


Designing Influence In Organizations

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