1) The document discusses the importance of perception in designing for organizational change and introduces a model for helping users adopt new ways of working through a digital platform.
2) It suggests that to help users change, designers must see the change through the users' perspective, help them understand it, work better with it, and adopt it.
3) The model shows moving from an old familiar model to a new unknown model can cause anxieties, but providing the right information space, sense making opportunities, and addressing needs can help build trust and goodwill to facilitate adoption of new interfaces.
As IA: importance of cognitive perception.
In context of change: emotional perception.
I got reminded by a project.
Ministry Education imposed new way of working for teachers:
Planning / Collaboration / Follow up pupils…
Group schools: we have this change imposed, they won’t like it build platform to help.
We built, they informed, we launched
Reaction…
Day 1: half schools refused to use it unions
Project took it, never recovered
Surprised (user testing, demos) went & found out:
We built with org/strategy
With users (what they knew)
Designed space w/ onboarding
BUT
They didn’t even entered the space inside: in vain
Why did they rejected it upfront?
Change = getting out of comfort zone
Change by organization = getting pushed out of comfort zone
From system you are familiar/comfortable with
Someone tells you: new model
Anticipation anxiety (understand? Work with it? Lose comfort? Hurt position?)
RISK
Reaction: better off w/ devils you know don’t want new space
Not because it is bad, but because it brings risky change
resistance
How can you avoid they see info space as place that can hurt?
In strategy, keep first 2 pillars:
org.
users
Design adoption:
Found out anxieties from change
Design for trust (seen as real help, not as drive of change)
Process (not just space at t0) path to new space with transitions to leverage good will
With change, design the adoption of your design.
Make your space a friend, you’ll get friends into your space.
Thank you.