How to overcome badly managed change? How about treating the entire change process as a designed user experience? This case study with a difference will illustrate design principles applied to creating a positive user experience in the introduction of new ways of managing business information.

1. Managing change
as a designed user experience
Helen Palmer
RHX Group

2. Notes for post-presentation
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2. During the presentation, audience randomly selected the
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4. Each element is presented with two horizontal text boxes:
Green = Design Principles applied, Purple = Human Factors
influencing design choices

3. Poorly managed change can be shattering
Insert photo of unhappy
camper undergoing
change

4. Well managed change can be empowering
Insert photo of happy camper
undergoing change

5. Who was What
Before How was the How was the
Business
responsible for
Change characterised Staff
software project practice
project
user needs and
Manager user competition
installed named? conceived?
change
involvement? education?
What was a What gave
How were
How was the key approach users structure
Designed
User reference
users involved 6 key
user change Self-schedule
to business deployment
during
in group the
guiding behaviours
conceived? group disruption of
process
change?
deployment? change?
What
What was the What’s an
Active, meanin Colour of icon; characterised How was the
approach for example of Proactive and Visual and
gful name of the approach change
user awareness cognitive cues at-the-elbow emotive cues
engagement concept of user promoted?
& familiarity? to help users?
support?

6. Who was What
Before How was the How was the
Business
responsible for
Change characterised Staff
software project practice
project
user needs and
Manager user competition
installed named? conceived?
change
involvement? education?
What was a What gave
How were
How was the key approach users structure
Designed
User reference
users involved 6 key
user change Self-schedule
to business deployment
during
in group the
guiding behaviours
conceived? group disruption of
process
change?
deployment? change?
What
What was the What’s an
Active, Colour of icon; characterised How was the
approach for example of Proactive and Visual and
meaningful name of the approach change
user awareness cognitive cues at-the-elbow emotive cues
engagement concept of user promoted?
& familiarity? to help users?
support?

7. Staff competition
How was the project named?
Entry point, Accessibility, Participation
Challenge, Meaning, Commitment, Enjoyment

8. Business practice change
How was the project conceived?
Framing, Mental model
Understanding, Acceptance, Commitment

9. Visual and emotive cues
How was the project promoted?
Entry point, Constancy, Visibility
Memory, Attraction, Curiosity, Learning

10. User Reference Group
How were users involved in guiding the change?
Participation, Depth of processing, GIGO, Exposure
Contribution, Authenticity, Self-definition, Enjoyment

11. 6 key behaviours
How was user change conceived?
80/20 Rule, Expectations Effect, Mapping, Visibility
Predictability, Expectations, Learning, Commitment

12. Change Manager
Who was responsible
for user needs and
involvement?
Hierarchy of Needs, Affordance, Expectation Effect
Leadership, Contribution, Consideration, Attention

13. Before software installed
What characterised user education?
Accessibility, Expectation Effect, Modularity, Mental Model
Curiosity, Attention, Acceptance, Understanding

14. Self-schedule
What was a key approach to business group deployment?
Framing, Depth of processing, Visibility
Continuity, Integration, Control, Order, Predictability

15. Designed deployment
process
What gave users
structure during
disruption of change?
Accessibility, Modularity, Mental Model, Visibility
Predictability, Order, Attention, Efficiency, Transparency

16. Active, meaningful engagement
What was the approach for user awareness
and familiarity?
Entry point, Cost Benefit, Accessibility, Progr’sve Disclosure
Familiarity, Exploration, Curiosity, Meaning, Confidence

17. Colour of icon; name of concept
What’s an example of cognitive cues
to help users?
Business Folder
Business Information
Mental model, Iconic Representation, Constraint
Ease of use, Remembering, Learning, Attention

18. Proactive and at-the-elbow
What characterised the approach of user support?
Mapping, Feedback loop, Accessibility, Satisficing
Cognitive & emotional support, Exploration, Confidence

20. Things alter for the worse
spontaneously,
if they be not altered for the
better designedly.
~ Francis Bacon

21. Reference for Design Principles
Lidwell, William., Holden, Kritina. & Butler, Jill. 2003. Universal
Principles of Design. Gloucester, MA: Rockport Publishers
Presenter Contact Details
Helen Palmer, Principal Consultant
RHX Group
www.rhxgroup.com.au (Check out Resources section)
E: helen@rhxgroup.com.au T: @helenrhx M: 0416 246 816