View
766
Download
1
Category
Preview:
DESCRIPTION
This is a presentation given by Harriet Wakelam and Ash Donaldson at Next Bank Hong Kong looking at how we find metrics that reflect evolution of product and service experiences.
Citation preview
You get what you measureHarriet Wakelam @hwakelamAsh Donaldson @ashdonaldson
hharriet H
Every lifecycle follows
a similar process and sometimes metrics change behavior in the wrong way.
By Sun14916 (Own work) [CC-BY-SA-3.0 (http://creativecommons.org/licenses/by-sa/3.0)], via Wikimedia Commons
self determination +
feedback +
that’s weird moment =
curiosity
Evolution.
Science vs Bacteria Adaptation Science Bacteria
ChangeObservation sparks curiosity. Hypotheses are formed.
Environmental change create the pressure to adapt.
VarietyConduct a series of experiments to test the hypotheses.
Mutations during replication results in a variety of genetic traits.
SelectionMost fail. Some may be successful.
Most die. Some may survive.
HeredityDraw conclusions.Publish results for other scientists to build on.
Surviving organisms reproduce. Their genetics are passed on for further generations to build on.
US = accountability, standardisation
Finland = responsibility autonomy
Finland vs USA
2009 PISA Scores
“A measurement is used to gauge
some quantifiable component of a company's performance”
“Companies are dying as kids”
numbers +
incentives +
accountability =
death
Customers are chasing
numbers too
Can’t change the Person
But can change Behaviour by changing the Environment
B = f( )EPOrganism
ProductOrganisation
Industry
Intent not incentive
Good questions create
responsibility for
understanding good problems
Harriet WakelamHarriet.Wakelam@auspost.com.au@hwakelam
Ash DonaldsonAsh@behaviourdesign.com.au
@ashdonaldson
Recommended