PRESENTED AT UX AUSTRALIA DESIGN RESEARCH CONFERENCE 2017: Design necessitates change. Whether it is slightly improving the way that things are done around here (incremental innovation), or coming up and implementing something completely new (radical innovation), design requires people to do things differently. Design is often focused on the what of the new and does not always consider the how. When external consultants and design teams are engaged to work on the discovery and design phases of programs, they are often divorced from implementation processes and must pass the ball back to the organisation and hope they kick a goal. Design implementation can require changes to business processes, business models, organisational structures, marketing, branding and messaging. It requires change that rests upon the collective efforts of lots of different people, such as those that design products and services, to those that market them, to operations and finance, HR, distribution, and legal teams. Design implementation relies on social processes that take time, particularly within large organisations. After working hard to generate sound customer insights and design solutions, a gap between design and implementation processes can prevent organisations from delivering customer-centric services. Like scaffolding, research informed design artefacts can support workers to do their work and contribute to collective outcomes. Using examples from private and public sector projects, Jax explains how design research can support organisational members implementing design and creating change within organisations. Lets turn the human-centred design lens back on ourselves and think about how we can provide organisations with design artefacts that are useful, usable and enabling.

1. Scaffolding change with
design artefacts
By: Jax Wechsler
jax@stickydesignstudio.com.au
@jacwex

9. Designers do not always think about
implementation
or its flow on
social processes

10. ?

11. Design artefacts are created by and
through the process of design.
E.g. prototypes, personas, journey maps, process-flows,
wire-frames, service blue-prints, conceptual designs etc.

12. ?

13. Starr and Greismeyer, 1998
BOUNDARY
OBJECT
COMMUNITY COMMUNITY
COMMUNITY

14. subject object
rules division of labourcommunity
MEDIATING
ARTEFACT
Activity Theory, Engeström 1987
OUTCOMES

15. subject object
rules division of labourcommunity
MEDIATING
ARTEFACT
Activity Theory, Engeström 1987
OUTCOMES
SOCIAL CONTEXT

16.
other
teams
other
teams
design
teams
COLLECTIVE
OUTCOMES

17. Scaffold
Design artefacts
scaffold innovation as
they enable others to do
their work!

18. www.jaxwechsler.com/scaffoldinginnovation
Please get in
touch if use this
or find it useful!

19. Scaffolding roles for artefacts
• Customer empathy enablers
• Persuasive and political tools
• Sense-making tools
• Collaboration and conversation facilitators
• Communication devices : Supporting organisational learning
• Communication devices : Shared visions for the future and
implementation

23. As a __________
I can ____________
So that ____________
__________________

25. THE CHILD JOURNEY
Scared
Shame
Guilty Anxious
Am I going to get into trouble?
Will mum and dad think I told
them?
Danny doesn't live with
his mum and dad anymore
because he told.
Will dad go to jail?
What are the kids at school
going to say about me?
Scared
Anxious Worried
I want mum to get help
but I don't want her
to get into trouble.I didn't sleep well cos
there was lots of
people over again
last night.
Isolated Sad
Anxious
Will they think I made
this up?
Sad Alone
I want to stay
with mum and dad.
I told them the
last time but
nothing changed.
What will happen if
I tell the truth?
I hope mum saves some
money for food
this week.
Who's going to feed the
baby? That's my job!
Will mum and dad be OK? Is
uncle Bob going to hurt them?
Who's going to protect and
look after mum and my broth-
ers?
I make Sammy and
Jess Weetbix for
dinner when mum
doesn't come home.
I had to call the
ambulance for mum
again last night.
Uncle Jim is mean
to mum. He makes
her cry and throws
things at her.
Bill told me that if I
told anyone about our
'game' he would hurt
my mum.
Embarra
At least I know the
school will feed me
at lunch time if I
have no lunch again.
This is the same nurse
I had the last time
when dad hurt me.
I love coming to play
group my case worker
and mum play fun games
with me.
Will the police make
Uncle Jim stop
hurting my mum.
I really like our new
caseworker she helps
mum keep our house
clean and tidy.
It's a pretty cool place to hangout, plus if me or my mum needany help they will help us here.
Stressed HopefulScared
Sad Confused
What is happening... Life is tough
EARLY INTERVENTION ASSESSM
Can I trust thiWhat’s going to happen to my family?
INTAKE
ed
Is mum going to keep
her appointments
this time?
Anxious
Worried Relieved
I miss mum and dad.
When will I see my
family again?
We have a daily
routine now.
I had breakfast
this morning.
Terrif ied
I like my
caseworker Marie.
She listens to me.
Distrust Cared for
kill myself if
they take
me away.
ow they hurt me
they love me and
don't mean it.
It's all my fault.
Mum said it wouldn't
be like this if I
wasn't born.
Things are better, but
will they stay this way?
Ostracized
My brother lives
somewhere else and
that makes me sad,
I miss him...
Unsettled Relieved
Moving around from place to
place all the time feels bad.
We stayed at a motel, how
long will I be here?
Sad AngryScared
Who has room for
a kid like me?
I hate having to move
schools again...
I miss mum and dad.
How long will I have
to stay here?
Worried
I don't fee
I fit in he
I love my ad
family and it'
I still get to
birth mum and
I'm never goin
live with my
mum again
Confused
I wonder what m
doing for Christm
I know
My mum did lots of
things with FACS to get
me back.
In the beginning I had to
see mum in the office it
was just weird for us, I
missed her so much.
After some time we
started going out to
the park this was
much more fun.
I see mum much more now.
My caseworker said we
are nearly ready to go
back home.
I am going home and can
live with mum again
Relieved Happy Hopeful
Nervous
SHORT TERM
PLACEMENT
How long will I be here?
RESTORATION
I am back where I belongon?
INTERVENTION
Things are changing

26. aily
w.
ast
g.
red for
better, but
ay this way?
My brother lives
somewhere else and
that makes me sad,
I miss him...
Unsettled Relieved
Moving around from place to
place all the time feels bad.
We stayed at a motel, how
long will I be here?
Sad AngryScared
Who has room for
a kid like me?
I hate having to move
schools again...
I miss mum and dad.
How long will I have
to stay here?
Worried
My mum did lots of
things with FACS to get
me back.
In the beginning I had to
see mum in the office it
was just weird for us, I
missed her so much.
After some time we
started going out to
the park this was
much more fun.
Nervou
SHORT TERM
PLACEMENT
How long will I be here? I am bang

27. 1. Unpack the social context
- Who can affect and who is affected by this?
- Who needs to be involved in the change?
2. Reuse and repurpose …. be efficient
How might you broaden your audiences to bring
more people on the journey? Raw data is persuasive.
3. Consider knowledge management
Remember knowledge spreads in non-hierarchical ways.
Make your artefacts interesting and fun so they go viral : )

28. jax@stickydesignstudio.com.au
@jacwex
How might you
scaffold change in
your organisation?
jaxwechsler.com