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JOUMANA MATTAR | FJORD | @JOUMANAMATTAR
INCREASING VALUE EXCHANGES THROUGH CO-CREATION, COLLABORATION, AND PLAY!
DESIGNING PLAYFULLY SUSTAINABLE HANDOVERS
OCTOBER 3RD, NEW YORK CITY
DESIGNERADMINISTRATOR P.E. TEACHER ENGINEER LIBRARIAN RESEARCHER
INSPIRATION: SCOUTS DU LIBAN
CHEMIST
TEAMWORK
IMPACT: SCOUTS DU LIBAN
NATIONAL EVENT, LEBANON, MAY 2011, 2500 CHILDREN
CUB SCOUT RALLY
Lead Like Butler: Six Principles For Values-Based Leaders
LESSONS LEARNED
GOOSE MIGRATIONS
SHARING A COMMON GOALAs each goose flaps its wings, it creates “uplift” and reduces air friction for the birds that follow. By flying in a V-formation, the whole flock achieves a 70% greater flying range than if each bird flew alone.
INCREASING VISIBILITYFlying in a V-formation increases visibility as every goose can see what’s happening in front of them and they can modify course accordingly.
EMPOWERING OTHERS TO LEADWhen the lead goose gets tired, it rotates back into the formation and allows another goose to take the leadership position.
RECOGNISING GREAT WORKThe geese honk to recognise each other and encourage those up frontto keep up their speed.
STAYING ON COURSEThe geese migration routes never vary. Even when the flock members change, the young learn the route from their parents. Main values are passed on.
By providing non-designers with the tools to understand service design and give feedback; we enable sustainable implementation, and open communication for continuous improvement.
VX has 3 functions: • Sharing insights and service design processes • Allowing tacit knowledge to be transferred • Acknowledging all stakeholder needs,
responsibilities and contributions
How? By enabling: • Collaboration and play • Value in use • Designing for outcome
LET´S FLY TOGETHER!
IDENTIFY
PLAYERS Internal stakeholders, representing various departments, working together, prioritising, and designing the process to reach the desired outcome
FACILITATOR Service designer, empowering internal stakeholders and enabling smooth handovers
OBSERVER Project owner, vision keeper
END USER Central playing piece, represented by personas, that define moments of discomfort to address
ROLES
PREPARE
• Do the research
• Customise the kit
• Set up the value board
1. PRE-GAME
• Facilitate and observe
• Keep the teams on track and on time
• Align towards the moment of delight
2. DURING
• Reframe and sum up
• Document steps and takeaways
• Share the value board within the company
3. POST-GAME
GAME SET UP
LET´S PLAYIncreasing value exchanges through co-creation, collaboration and play!
10 MINS - AS A TEAM
Introduce yourselves
Meet the fictitious brand: SOCKY
Review the 4 personas and choose 1
MEET YOUR TEAM, BRAND & PERSONA
5 MINS - AS A TEAM
Address the moment of discomfort your persona is facing Align and work together to design the outcome into a moment of delight
TRANSFORM DISCOMFORT TO DELIGHT
Each color represents a different role within the company. Choose a role that will help your team reach the moment of delight. Discuss your choice with your team mates to see how you can help each other achieve your common goal.
Possible roles include: Marketing, HR, Legal, Supplier, Sales, IT, Brand, Production, Accounting, Customer Service, Sales, Maintenance, Engineering, Service Design.
CHOOSE YOUR PLAYING PIECE
5 MINS
10 MINS - AS A TEAM
Transition from the moment of discomfort to delight In 3 phases. Write the phases down.
BREAK DOWN THE PROCESS
Each v-formation has a leadership position and supporting positions. After discussing with your team, place your playing piece in each of the 3 phases. Remember to rotate leadership according to what brings most value to each Phase.
TAKE YOUR PLACE ON THE VX BOARD
10MINS
FILL IT OUT Reflect on your position in the V formation. Write 1 word for every category on your playing pieces. Categories include your skills and assets as well as your needs, vital input in order to reach your common goal.
I HAVE… Assets that I control and that I can put at the disposal of my team
I CAN… Offer soft skills to my teammates
I NEED… Intangible help in order to reach the moment of delight
Be proactive and take responsibility for your contributions.
5 MINS - INDIVIDUALLY
10 MINS - AS A TEAM
Phases 2 and 3 await. Remember the geese´s transitional leadership, and reevaluate your position on the board.
KEEP MOVING FORWARD
5 MINS - AS A TEAM
Reflect on the process: • What was the impact of changing leadership?
• What factors affected team choices and prioritisation?
• Where did a shift in project dynamics and flow occur?
Highlight takeaways with the
Win-Win-Win approach
(User-Employee-Brand)
UNEXPECTED COLLABORATIONS ROLE
ASSUMPTIONS
WORKING PROCESSES
ARRIVE AT YOUR COMMON GOAL
SHARE LEARNINGS
LESSONS LEARNED
• Encouraging knowledge transfer through multi-disciplinary and multi-departmental teams
• Acknowledging needs and capabilities of all stakeholders
• Empowering stakeholders by giving them decision making abilities
• Enforcing transparency by making hidden processes visible to all
• Shifting employees from reactive implementors to pro-active co-creators
REFLECTING ON THE JOURNEY
COMMIT TO DELIVERING REAL VALUE
Design and Innovation from Accenture Interactive
THANK YOU!
Let´s continue the conversation! [email protected] I @joumanamattar