This presentation is for anyone who has had technical, strategic and/or budgetary constraints influence what was built vs. what was imagined. We will dig into how to use systems-based thinking to understand how things influence one another and learn techniques to discover constraints sooner. We will learn how to start creating efficiencies of digital process, infrastructure and communication in pursuit of better user experiences.
5. Most recently I Have helped
âą Change the audience for Sharpie from a ofïŹce supply
consumer to teenagers looking for a self expression tool
âą Grow a 150,000 member Facebook fan base for JELL-O
over the weekend.
âą Pilot a revolutionary diet for people with Type 2 diabetes
âą Analyze and strategically prioritize digital marketing efforts
and improvements for Herman Miller in support of their
movement into the B to C market
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6. I hear a lot of the same
things over and over...
Our current digital marketing is:
A) Embarrassingly out of date
B) Not flexible enough to support needs
C) Not able to be affected quickly because of
politics and the bureaucracy
D) All of the Above (Eeeeekk)
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7. The behavior of the system cannot be
known just by knowing the elements
- Donella Meadows
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8. Meet the Blind men
of digital marketing
âI post on social media
and send emailsâ
âI control
the moneyâ
âI manage the
Websitesâ
âI design the
marketingâ
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23. One important (and easy) question:
How should we spend our
finite creative energy?
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24. By analyzing the
system, maybe we
can improve the
User experience of
working in digital
marketing
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25. Systems-based thinking
the process of understanding how
things influence one another.Â
viewing "problems" as parts of an
overall system, rather than reacting
to specific part.
focusing on cyclical rather than
linear cause and effect.
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26. When System is king...
âą Effectiveness becomes measurable
âą Solutions have longevity and reuse
âą Entities are able to remain in sync while
operating independently
âą Adequate time and budget is allocated
âą People feel like things just work
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29. A system is a set of stocks and
flows that is interconnected in
a way that it produces a
predictable pattern.
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30. STocks:
Assets within your
organization that are
able to be measured
for example:
âą Knowledge of industry trends
âą Marketing Budget
âą Creative Talent
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31. Flows:
Process that affects and
connects stocks
for example:
âą How insights become strategy
âą How designers are briefed on
architectural decisions
âą How code is accepted in development
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32. Cold hard Facts
about systems
1. Levels of stock are
only able to be affected
by manipulating flows
2. Stocks take time to
change, because flows
take time to flow
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51. Symptoms
âą brittle feeling interactions
âą Not knowing all the
incarnations of the experience
âą Not being able to defend cost
of improvement
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52. Diagnosis: Low Awareness of
how something works today
leads to bad strategy
You need to work on research.
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53. Idea to Combat:
Measure quality of existing systems:
1. Heuristically
2. Analytically
3. With real users
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59. Symptoms
âą All the content is there and
nothing can be found
âą No research has been done
into what users want
âą Low conversion and roi
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60. Diagnosis: Lack of clear goals
and key performance indicators
leads to confounding experience
You need to work on goal setting
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61. Idea To Combat:
DeïŹne S.M.A.R.T Goals
and a plan to measure
against them
qï± Specific
qï± Measurable
qï± Achievable
qï± Relevant
qï± Time bound
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64. Symptoms
âą Content feels forced into boxes
it doesnt fit into
âą things are jimmied together
âą Creative production always
costs more than expected and
often assets are reused
inappropriately
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65. Diagnosis: silo-ed decisions on
content degrade quality of
experience offered
You need to work on architecting
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66. Idea to COmbat:
Let the users make the call
when content organization
challenges arise. Card sorting,
contextual inquiry and
collaborative design can all be
used for this.
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70. Symptoms
âą Devices and tools are devised to
assist people in understanding
the marketing material
âą Navigation is bloated, landing
pages lack focus
âą Functionality is heavy and
unneeded
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71. Diagnosis: Too many things, no
priority. SUch a mess.
You have to work on
documentation
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72. idea to Combat:
Create a roadmap of
features deïŹned not
just against resources
available but against
user and business
goals
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76. Idea to Combat:
Host a conversation with
designers, marketers
and researchers to talk
about improving the ïŹow
of strategic guidance
and insight
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85. Lesson 2: Evaluate the System as is
âą Get the right people in the room to discuss the
results of the current digital marketing
environment
âą Document it in simple pictures, perhaps stocks
and ïŹows
âą Highlight hardships you feel today or know about
externally
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86. Lesson 3: Take Stock of what you need
âą Identify the goals you have for your digital
marketing
âą Identify the obligations you have to meet for
stakeholders
âą Identify the things colleagues have complained
about or asked for
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87. Lesson 4: Prioritize issues to work on
âą Identify the issue type. Is it a lack of resource, bad
process, old technology?
âą Determine how much (and who) it hurts?
âą Assign a internal and external priority
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88. Lesson 5: Try New flows
âą Get the space, team and instance needed to
experiment.
âą Make sure people know they are guinea pigs
âą Treat it as a research assignment (try A/B testing,
and asking followup questions in a focus group
etc...)
âą Document what you are trying, why and how you
feel it will change things
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89. Lesson 6: Reduce, Reuse, Recycle
âą Reduce the complexity across initiatives
âą Reuse technological investment across
campaigns, building an arsenal of owned
solutions over time
âą Recycle your âstuffâ: Always think about the
lifecycle of the âstuffâ your systems are
producing.
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90. Lesson 7: Have the right attitude
âą Be honest and transparent
âą Be collaborative
âą Be forward looking
âą Be willing to fail and try again
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92. Think...
How can we take this up a level?
Are we thinking about the life cycle?
Can we measure our impact here?
Who else is impacted by this and how
can they help solve this?
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