The Secret Life of Deliverables
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Transcript of The Secret Life of Deliverables
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The Secret Life of Deliverables
Anthony Quinn
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What happened to my deliverable?
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What?
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Why?
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Something that’s produced,to influence an outcome
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Outcomes Experienced By The Deliverable
?
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A Deliverable’s Journey Through The Black Box
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Stage 1: InterestedImportant but receives little
funding
Stage 2: InvestedFormalised programs emerge
Stage 3: CommittedCritical and execs actively
involved
Stage 4: EngagedOne of the core tenets of
strategy
Stage 5: EmbeddedIn the fabric of company
Stages of Experience-based differentiation maturity Source: Forrester Research
CX Maturity Varies Within The Organisation
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Design’s Perceived Role In The Organisation
Influence & Authority
B Business Owner
A Service Provider
A
B
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Design’s Perceived Role In The Project
Design by default
Defines problem / opportunity spaceDisruptive innovationShaping strategy
Generates alternative solutionsNarrows solution options
Incremental improvement
Cosmetic overlay
Source: Jess McMullin, B+D.org
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Focus and Alignment?
Steve Snodgrass, Flickr Creative Commons
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Who Does The Deliverable Listen To?
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Who Does The Deliverable Listen To?
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Who Does The Deliverable Listen To?
RASCI
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Source: Demi-Brooke, Flickr Creative Commons
Intent
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Context Changes During Design Process
Restructures
People Come......People Go
Funding Cuts
New Competitor
New Information
Merger
Acquisition
New Stakeholders
New Objective
New DirectionNew Insight
New Capability
New Threat
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Recap
• Deliverable: produced to influence an outcome
• Recognise & respond to context
• Draw out implicit perceptions, objectives and expectations
• Manage stakeholders explicitly, continually and consistently
• Verify that users of deliverables can articulate intent and actions required to achieve desired outcome
• Observe, orient and respond to change
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What Can We Do About That?
?
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A Prototype Toolset
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Let’s connect