question and manage stakeholder expectations by lis pardi

QUESTION AND MANAGE STAKEHOLDER EXPECTATIONSLIS PARDI

@LISPARDI

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HI. I’M LIS.

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THE BIRTHDAY PARTY DILEMMA

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THE NEW PROJECT DILEMMA

THE IMPORTANCE OF QUESTIONS

CREDENTIALS ARE A TRAP

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YOUR PROFESSIONAL OPINION DOESN’T COUNT (SORRY)

WHY NOT YOU?

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DON’T WANT TO SLOW THINGS DOWN

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SCARY TO QUESTION AUTHORITY

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SLOW STARTS = BETTER OUTCOMES

BETTER OUTCOMES = HAPPY USERS

QUESTION EVERYTHING

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I WANT TO CREATE A NEW PAGE

LET’S START A BLOG

WE SHOULD ADD MORE MESSAGING

WHY DO YOU WANT TO MAKE A CHANGE?

This change is a customer

request.How many customers?

We need this to keep up with competitors.

Are they a viable threat?

Is this useful to customers?

This request is from the sales team

Will it help with a big contract?

Do we already have something

similar?

I have an innovative

idea!Is there a

demand for this?

Is this a small change with big impact?

GET TO THE HEART OF THE PROBLEM

CHALLENGE ASSUMPTIONS

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FIND YOUR AUDIENCE

UNCOVER MOTIVES

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DON’T PICK THE FIRST SOLUTION, PICK THE ONE RIGHT FOR YOU

IS THIS A SOLUTION LOOKING FOR A PROBLEM?

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BE USEFUL, THEN INTERACTIVE

YOUR TURN

KICK START YOUR DISCUSSIONS

FIVE WHYSStudents aren’t starting their research with us

1. Why?

Because our information is too dense

2. Why?

We only contract with academic journals

3. Why?

We are buying articles for the librarians, not the students

4. Why?

Librarians are our customer

5. Why?

Librarians control the budgets

FIVE WHYS

Google Glass isn’t selling well

1. Why?

2. Why?

3. Why?

HOW

TAKE THE PROBLEM APART

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WHAT’S THE ROOT? ARE THERE MULTIPLE PROBLEMS?

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DON’T BE STUMPED BY RESTRICTIONS

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TAKE IT APART AND REASSEMBLE

USE RESEARCH AND ANALYTICS TO BACK YOU UP

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TALK TO A FEW PEOPLE

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ASK HUNDREDS OF PEOPLE

YOUR TURN

ERICA WANTS TO BECOME RICH AND FAMOUSWhat questions would you ask Erica?

What are her assumptions?

What research could we do?

SOLUTIONS APPEAR

THESE STEPS WILL LEAD YOU TO YOUR SOLUTION• Think like the client

• Question everything

• Figure out why the change is needed

• Dissect it and put all of these things together

• Use research to check assumptions

• That information can help identify more meaningful solutions

• Restate the problem and the answer will be in front of you

THANK YOU

LIS PARDI

@LISPARDI