Designing Mission Critical Experiences
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This document discusses designing mission critical digital experiences. It begins by noting that digital technologies are disrupting business and society, forcing organizations to turn to various design disciplines. It then discusses different levels of prioritizing design from "don't care" to "mission critical" across user interface design, requirements processes, project management, and governance. It notes the importance of design and user research in developing digital experiences and products that provide both user and business benefits. The document concludes by emphasizing that the future is driven by design and organizations must determine how to design experiences that are mission critical to their operations.
Designing Mission Critical Experiences
- 1. Designing Mission Critical Experiences Keith Instone @keithinstone instone.org/wud-mission-critical Experience Architect in Residence, Michigan State University
- 3. Session description • Digital technologies disrupting business & society • Organizations turning to various design disciplines • Organizations have to change the way they work to survive
- 6. From: World Economic Forum https://www.weforum.org/agenda/2016/01/the-fourth-industrial-revolution-what-it-means-and-how-to-respond/
- 7. From: (Ohio) Governor’s Office of Workforce Transformation
- 8. The Future of Employment Trends in job automation: • Algorithms • Big data • Sensor networks • Robotics Bottlenecks to automation: • Dexterity • Clever ideas • Fine arts • Social perception • Negotiation • Persuasion • Empathy The Future of Employment: How susceptible are jobs to computerisation? Frey & Osborne, 2013. Paper: http://www.oxfordmartin.ox.ac.uk/downloads/academic/The_Future_of_Employment.pdf Slides: http://futureoflife.org/data/PDF/michael_osborne.pdf
- 9. Probability of Computerisation (by 2033) • 00% Healthcare social workers • 03% Writers and authors • 04% Software application developers • 08% Graphic designers • 13% Urban planners • 21% Web developers • 37% Actors • 48% Explosives workers and blasters • 55% Customer service representatives • 69% Delivery truck drivers • 77% Bartenders • 85% Utility meter readers • 89% Technical writers • 91% Health information technicians • 96% Restaurant cooks • 99% Telemarketers
- 12. “Design thinking” Question: How many design (thinkers, doers) will it take to screw in a light bulb?
- 13. “Design thinking” Question: How many design (thinkers, doers) will it take to screw in a light bulb? Answer: Why a light bulb?
- 14. How to prepare people for this future? • New types of jobs created as old types go away – 65 percent of today’s grade-school kids may end up doing work that has not been invented yet • Creative destruction: lifespans of top companies are shrinking – 75% of S&P 500 will be replaced by 2027 “Welcome to first grade! Let’s get started preparing you for a job that has not been invented yet, to work for a company that has not been created yet.” Sources: Cathy N. Davidson, co-director of the annual MacArthur Foundation Digital Media and Learning Competitions https://www.innosight.com/wp-content/uploads/2016/08/creative-destruction-whips-through-corporate- america_final2015.pdf
- 15. For the educators in the room… Replace education as “transfer of fixed knowledge” with “develop capacity to explore, make sense, & innovate” https://www.brookings.edu/blog/brown-center-chalkboard/2016/09/14/education-and-accelerated-change-the- imperative-for-design-learning/
- 16. Current state of the “industry”
- 18. Source: http://www.citylab.com/design/2014/07/americas-leading-design-cities/373146/
- 20. Source: Design in Tech report, 2016 http://www.kpcb.com/blog/design-in-tech-report-2016
- 21. Source: Design in Tech report, 2016 http://www.kpcb.com/blog/design-in-tech-report-2016
- 22. Source: Design in Tech report, 2016 http://www.kpcb.com/blog/design-in-tech-report-2016
- 23. Source: Design in Tech report, 2016 http://www.kpcb.com/blog/design-in-tech-report-2016
- 24. CIO Relevance in a Digital Era http://www.slideshare.net/mkrigsman/cio-relevance-in-a-digital-world
- 26. Don’t Care Important, But… Mission Critical
- 27. User Interface Design Lipstick on a Pig Spreadsheets of Features Waterfall: Dates & Costs Tech-driven Decisions UI Specs: Usable, Low Cost, Biz Value Priorities: Deep User Insights Iterative: Quality, Learning, Satisfaction Portfolios: User & Business Benefits Requirements Process Project Management Governance How it behaves What to build How to build How to make decisions
- 28. User Interface Design Don’t Care • Just make it pretty • We settle for lipstick on the pig Important, But… • Our managers think they know how to design • Just copy someone else • Our design agency has all the smarts • You don’t have time to get good at UI Mission Critical • We follow published UI specs • We design for the long term and get continuous benefits • We collaborate
- 29. Requirements Process Don’t Care • We love our spreadsheets of features • Our design process is iterative but our requirements are waterfall Important, But… • We only do research to guide requirements for some projects • Design concepts are just a nice-to-have • The product owner does not care about the user experience Mission Critical • We communicate requirements visually and interactively • We have a user research program and we prioritize based on user insights
- 30. Project Management Don’t Care • Shut up and do it by the book • We do agile “our own special way” (wrong) Important, But… • Time & budget always trump quality • You have to convince the PM to do any usability testing • Our PMs do not understand digital or UX • We use MS Project & love Gantt charts Mission Critical • Our execs are comfortable with the uncertainty of agile • “Failures” are valued • PMs demand quality (as needed)
- 31. Governance Don’t Care • We make decisions based on technology • We like it all to be chaotic Important, But… • We are not going to change our org chart, budgets, or processes • That is owned by someone else • The UX team cannot make the decision • We just go with our gut in the end Mission Critical • We make decisions based on research, data and facts • We have a portfolio of products based on UX benefits
- 32. Net • The future is here: Design matters • How to design mission critical experiences: it depends
- 33. Thanks! Stay in touch! • instone.org/wud-mission-critical • instone@trep.org • @keithinstone