patrick dimichelle, "be here now"
DESCRIPTION
Every day we move through dozens of spaces and places. We participate in lots of inter-personal interactions, conversations and (god help us) meetings. And we spend bursts of time working alone. But how much awareness do we bring to the spaces and places we inhabit while we're in them? How much intentionality do we bring to our inter-personal exchanges? How much creativity do we foster in our own solo working situations? Often, not nearly enough. Focus is limited, attention is split, and opportunities are lost. This session will explore purpose-driven approaches to the places, people and situations we encounter every day. With an emphasis on how to be truly engaged in where we are, mindful of what we're doing and focused on helping creativity flourish. See Patrick's full presentation description here: http://www.webvisionsevent.com/session/be-here-now/TRANSCRIPT
BE HERE NOW.
Patrick DiMichele
2 Locations in Chicago and St. Louis
100 Employees, making us the largest independent agency in the Midwest
165 Minutes until the WebVisions wrap-party starts over at our place.
15 Fortune 500 brand partners
CX One of the largest Customer Experience teams in America
MANIFEST
TODAY WE’LL TALK ABOUT HOW TO BECOME A BETTER…
Observer Practitioner Facilitator Manager Leader
BUT FIRST, I’D LIKE TO TALK ABOUT PIZZA.
Near Here Near North North Specialty Deep Dish
BUT FIRST, I’D LIKE TO TALK ABOUT PIZZA.
Near Here - BONGIORNO’S • LA MADIA • EATALY Near North - COALFIRE • PIZZA METRO • PIECE North - PEQUOD’S • PIZZERIA DA NELLA • SPACCA NAPOLI Specialty - SANTULO’S • ROOTS • DIMO’S Deep Dish - LOU MALNATI’S
O K , L E T ’ S G E T S TA R T E D
BE HERE NOW
Yes. No.
MINDFULNESS
PAY ATTENTION TO THE WORLD AROUND YOU.
PAY ATTENTION TO THE WORLD INSIDE YOU.
PAY ATTENTION THEN ACT WITH INTENTION.
(Your mileage may vary.)
C R E A T E S PA C E
SMART PHONE ALARM CLOCK ≠
CONTROL FLOW INBOX
Mailbox helps me process mail quickly.
Filters get messages into categories and out of my face by default.
Subscription email gets routed through Unroll.me.
MOBILE When strangers call, nothing happens.
When I get an email, nothing happens.
When an app wants to alert me, nothing happens.
When something happens on social media, nothing happens.
Wunderlist Todoist Things
Index Card Calendar Box – Design Sponge
B E A B E T T E R O B S E R V E R
FEEL TOUCH
OBSERVE SEE
LISTEN HEAR
SAVOR TASTE
SNIFF SMELL
DON’T BE AFRAID TO BE A WEIRDO.
PAY ATTENTION Study routines and rituals. Watch behaviors change as environments change. Realize how usage changes as tasks change. Note inconsistencies and gaps. Keep a list of insights.
UNTAPPED
UNTAPPD MOBILE Facilitates both social sharing and reference look-up. Activity is likely highly task-driven. Accessed a lot in dark, loud, crowded spaces. Probably used one-handed more often than most apps. Power-users are almost definitely drunk.
IT’S EQUALLY IMPORTANT TO OBSERVE YOURSELF.
B E A B E T T E R P R A C T I T I O N E R
PROCESS IS JUST A MEANS TO AN END.
DISCOVER
DESIGN
DEFINE DEVELOP
DOES ANYBODY REALLY CARE?
FOCUS ON OUTCOMES.
OUTCOMES “Here’s the business benefit of that heuristic evaluation…” “Our usability tests will uncover ways to make you money…” “Research confirmed sending fewer mailings increased open-rates…” “We can find a way to bring more attention to the call-to-action…” “Coding it this way decreases your maintenance costs…”
HONE YOUR PROCESS BEHIND THE SCENES.
DISCOVER
DESIGN
DEFINE DEVELOP
UX
Interaction: Inputs, Behaviors, Interaction States
Interface: Design Principles, Wireframes, Prototypes
DISCOVER
DESIGN
DEFINE DEVELOP
Research: Competitive Review, Interviews, Personas
Architecture: Scenarios, Flows, Maps, Navigation
AN OPEN INVITATION TO COLLABORATION.
HOW-TO GUIDE Listen before speaking. Pull before pushing. Add before subtracting. Build before tearing-down. Don’t be an asshole.
B E A B E T T E R FA C I L I TA T O R
MEETINGS, MEETINGS, MEETINGS.
EXPLORE DECIDE REVIEW
EXPLORE Early
Listen
Would
Genesis
Open doors
Learn ‘what’
Spot obstacles
Gain momentum
DECIDE Mid
Speak
Could
Analysis
Close doors
Explain ‘how’
Choose battles
Build consensus
REVIEW Late
Lead
Should
Synthesis
Lock doors
Defend ‘why’
Beat opponents
Get final approval
EXPLORE 1. UNDERSTAND THE GOALS. 2. ASK QUESTIONS. 3. FRAME THE PROBLEM. 4. EXPLORE POSSIBILITIES. 5. YES, AND…
1. UNDERSTAND THE GOALS
“It needs to be easy to use.”
“This initiative is very
important to leadership.”
“We need to redesign, our current thing
sucks.”
“Wow-factor!”
“It has to look good on a
mobile phone.”
“We want to switch to
open-source.”
1. UNDERSTAND THE GOALS
“It needs to be easy to use.”
“This initiative is very
important to leadership.”
“We need to redesign, our current thing
sucks.”
“Wow-factor!”
“It has to look good on a
mobile phone.”
“We want to switch to
open-source.”
X X X
1. UNDERSTAND THE GOALS
“It needs to be easy to use.”
“This initiative is very
important to leadership.”
“We need to redesign, our current thing
sucks.”
“Wow-factor!”
“It has to look good on a
mobile phone.”
“We want to switch to
open-source.”
X X X X X X
1. UNDERSTAND THE GOALS
This project will be a huge success for our business when… …it’s increased our customer retention rates.
…it’s moved high volume, low value transactions to the web.
This project will be a huge success for our customers when…
…it provides fresh and relevant content that is actionable.
…their satisfaction scores are 20% higher.
This project will be a huge success for our employees when…
…it’s reduced time spent processing low-value transactions.
…it’s improved customer retention through customer satisfaction.
1. UNDERSTAND THE GOALS
Increase customer
satisfaction.
Increase customer retention.
Move high-volume,
low- value tasks online.
2. ASK QUESTIONS Relentlessly. Understand the current state and the thinking that got them there. Find out what’s been tried before, with what degree of success. Embrace the fact that you are likely not a subject-matter expert.
3. FRAME THE PROBLEM Right now we can’t… Our customers complain that… We’re losing-out to the competition because... We need the project to help us… It would be really great if... We currently spend way too much time... It shouldn’t be so hard to...
3. FRAME THE PROBLEM
4. EXPLORE POSSIBILITIES
5. YES, AND… “The first rule of improvisation is agree. Always agree and say yes... ...the Rule of Agreement reminds you to ‘respect what your partner has created’ and to start from an open-minded place. Start with a yes; see where that takes you.” — Tina Fey
DECIDE 1. CLARIFY THE GOALS. 2. MAKE SUGGESTIONS. 3. FRAME THE SOLUTION. 4. EVALUATE OPTIONS. 5. MAYBE, IF…
1. CLARIFY THE GOALS
Increase customer
satisfaction.
Increase customer retention.
Move high-volume,
low- value tasks online.
HOW RELEVANT CONTENT
NEW CAPABILITIES EASY TO GET HELP
HOW RECURRING PAYMENTS
UPSELL / CROSS-SELL LOYALTY DISCOUNTS
HOW NEW CAPABILITIES
RECURRING PAYMENTS 3rd-PARTY INTEGRATION
2. MAKE SUGGESTIONS Could we try a version of things that... What if instead of that way, we try it this way... I get what we’re going for here, but how about... That doesn’t make sense yet...
3. FRAME THE SOLUTION
3. FRAME THE SOLUTION
3. FRAME THE SOLUTION
4. EVALUATE OPTIONS
PROS USER-CENTERED
ACTION-ORIENTED CLEAR AND SIMPLE PROVIDES GUIDANCE SCALABLE
CONS PROMOS DOWN-PLAYED LOTS OF CONTACT INFO
5. MAYBE, IF… Negotiate trade-offs. Identify dependencies. Gently remind everyone of the goals. Be candid about scope implications.
REVIEW 1. RESTATE THE GOALS. 2. PROVIDE ANSWERS. 3. FRAME THE EVOLUTION. 4. DEFEND DECISIONS. 5. NO, BUT…
1. RESTATE THE GOALS
Increase customer
satisfaction.
Increase customer retention.
Move high-volume,
low- value tasks online.
HOW RELEVANT CONTENT
NEW CAPABILITIES EASY TO GET HELP
HOW RECURRING PAYMENTS
UPSELL / CROSS-SELL LOYALTY DISCOUNTS
HOW NEW CAPABILITIES
RECURRING PAYMENTS 3rd-PARTY INTEGRATION
2. PROVIDE ANSWERS We did it this way, not that way because... I hear what you’re saying, but... This is the best approach because... That doesn’t work because...
3. FRAME THE EVOLUTION
4. DEFEND DECISIONS
5. NO, BUT… ...we can add that idea to the product road map. ...we’re doing something similar in another part of the project. ...next time around we’ll make sure she’s included. ...if you’ve got more time and money, I’ll make it happen.
EXPLORE
Understand the goals.
Ask questions.
Frame the problem.
Explore possibilities.
Yes, and...
DECIDE
Clarify the goals.
Make suggestions.
Frame the solution.
Evaluate options.
Maybe, if...
REVIEW
Restate the goals.
Provide answers.
Frame the evolution.
Defend decisions.
No, but...
B E A B E T T E R M A N A G E R
UNDERSTAND THE NATURE OF ASSIGNMENTS. YOUR TEAM MEMBER’S WORKING STYLES. YOUR OWN DEFAULT ORIENTATIONS. THAT YOU NEED TO PUSH AND PULL.
71
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC
72
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC Build-out the other months of a calendar mockup. We need it early this afternoon.
73
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC We need a team and a timeline for a project starting next week. See ya’ at the kick-off.
74
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC Identify new offerings we can bring to market. Show us what you can by mid-Q4.
75
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC Do a competitive review to help us position this new product. Our first check-in will be morning of 10/8.
EVERYBODY HAS A SWEET SPOT.
77
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC
INCLUDING YOU.
79
TACTICAL
EMPOWERED CONSTRAINED
STRATEGIC
YOUR JOB IS TO CREATE BALANCE.
SERVE AS CONDUIT OR COUNTERVAILING FORCE.
ADAPT YOUR STYLE AS SITUATIONS DEMAND.
PUSH AND PULL “What worked last time might not work this time.” “Not the best solution possible, the best solution possible by Friday.” “We need to consider what the user sees before and after this screen.” “Good enough. Ship it.” “Let’s take a step back and consider this more broadly.” “We’re done debating. Everybody clear on what needs to happen?”
B E A B E T T E R L E A D E R
TAKE CONSCIOUS ACTION.
INACTION IS AN ACTION.
YOU’LL NEVER HAVE COMPLETE INFORMATION.
DRAW A LINE IN THE SAND.
IT’S JUST SAND.
