managing change as designed ux - helen palmer

Helen PalmerRHX Group

Managing change as a designed user experience

Notes for post-presentation1. This is a presentation file, not a document. So you need to

hear the audio to make best sense of the content. 2. During the presentation, audience randomly selected the

elements to be presented. So you need to hear the audio to link the ‘talking’ to the slide.

3. Only 8 of the 12 elements were covered in the allotted time. This file doesn’t have any supporting text for the other 4 elements.

4. Each element is presented with two horizontal text boxes: Green = Design Principles applied, Purple = Human Factors influencing design choices

Insert photo of unhappy camper undergoing change

Poorly managed change can be shattering

Insert photo of happy camper undergoing change

Well managed change can be empowering

What gave users structure

during disruption of

change?

What characterised

user education?

How was the change

promoted?

What characterised the approach

of user support?

What was the approach for

user awareness & familiarity?

What was a key approach to business

group deployment?

How was the project

conceived?

How was the project named?

Who was responsible for user needs and involvement?

How was the user change conceived?

How were users involved in guiding the

change?

Before software installed

Staff competition

Business practice change

6 key behaviours

User reference group Self-schedule

Designed deployment

process

Active, meaningful

engagement

Proactive and at-the-elbow

Visual and emotive cues

What’s an example of

cognitive cues to help users?

Colour of icon; name of concept

Change Manager

Visual and emotive cues

Before software installed

Staff competition

Business practice change

6 key behaviours

User reference group Self-schedule

Designed deployment

process

Active, meaningful

engagement

Proactive and at-the-elbow

Colour of icon; name of concept

Change Manager

What gave users structure

during disruption of

change?

What characterised

user education?

How was the change

promoted?

What characterised the approach

of user support?

What was the approach for

user awareness & familiarity?

What was a key approach to business

group deployment?

How was the project

conceived?

How was the project named?

Who was responsible for user needs and involvement?

How was the user change conceived?

How were users involved in guiding the

change?

What’s an example of

cognitive cues to help users?

Challenge, Meaning, Commitment, Enjoyment

Entry point, Accessibility, Participation

Staff competitionHow was the project named?

Understanding, Acceptance, Commitment

Framing, Mental model

Business practice changeHow was the project conceived?

Memory, Attraction, Curiosity, Learning

Entry point, Constancy, Visibility

Visual and emotive cuesHow was the project promoted?

Contribution, Authenticity, Self-definition, Enjoyment

Participation, Depth of processing, GIGO, Exposure

User Reference GroupHow were users involved in guiding the change?

Predictability, Expectations, Learning, Commitment

80/20 Rule, Expectations Effect, Mapping, Visibility

6 key behavioursHow was user change conceived?

Leadership, Contribution, Consideration, Attention

Hierarchy of Needs, Affordance, Expectation Effect

Change ManagerWho was responsible for user needs and involvement?

Curiosity, Attention, Acceptance, Understanding

Accessibility, Expectation Effect, Modularity, Mental Model

Before software installedWhat characterised user education?

Continuity, Integration, Control, Order, Predictability

Framing, Depth of processing, Visibility

Self-scheduleWhat was a key approach to business group deployment?

Predictability, Order, Attention, Efficiency, Transparency

Accessibility, Modularity, Mental Model, Visibility

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2

3 4

Designed deployment processWhat gave users structure during disruption of change?

Familiarity, Exploration, Curiosity, Meaning, Confidence

Entry point, Cost Benefit, Accessibility, Progr’sve Disclosure

Active, meaningful engagementWhat was the approach for user awareness and familiarity?

Ease of use, Remembering, Learning, Attention

Mental model, Iconic Representation, Constraint

Business Folder

Business Information

Colour of icon; name of conceptWhat’s an example of cognitive cues to help users?

Cognitive & emotional support, Exploration, Confidence

Mapping, Feedback loop, Accessibility, Satisficing

Proactive and at-the-elbowWhat characterised the approach of user support?

Things alter for the worse spontaneously, if they be not altered for the better designedly. ~ Francis Bacon

Reference for Design PrinciplesLidwell, William., Holden, Kritina. & Butler, Jill. 2003. Universal Principles of Design. Gloucester, MA: Rockport Publishers

Presenter Contact DetailsHelen Palmer, Principal ConsultantRHX Groupwww.rhxgroup.com.au (Check out Resources section)E: helen@rhxgroup.com.au T: @helenrhx M: 0416 246 816