The document discusses how designers can effectively navigate complex environments undergoing transformation and act as agents of change. It outlines three change roles designers can take on: the Navigator, who maps and explores to better understand an organization; the Translator, who speaks the language of the organization to communicate change; and the Advocate, who brings people together in communities of change rather than working alone. Adopting these roles helps designers understand people, communicate change effectively, and approach change collaboratively.

1. Jeff Simons, Charles River Labs
Navigating environments
of complexity and transformation
How designers can become effective agents of change
UXDX USA, 2023

2. The Hague, The Netherlands Waterford, Ireland
✈
I live here!

3. Director of Product Design
Charles River Labs

4. “The only constant is change”
— Heraclitus

5. Waterford, Ireland
I live here!
We’ve seen a lot of
change recently.

6. Waterford, Ireland
Cascade of change.

8. No matter your methods or your efforts, you
feel like you have no control over the outcome.

9. No matter your methods or your efforts, you
feel like you have no control over the outcome.
One of the primary drivers of burn-out.

10. The outcome
To give you some tools and ideas on how to approach
change, and give you back a bit of control.
Today’s takeaways

11. The theme
You have all the tools you need to bring about the change that
you’re charged with, you've just got to use them differently.
Today’s takeaways

12. Today’s takeaways
The methods:
Map and explore: Use what you know to better understand your organisation.
Speak the language: Translate what you know in the right language.
Don’t go at it alone: Bring people together in communities of change.
1
2
3
You have all the tools you need to bring about the change that
you’re charged with, you've just got to use them differently.
The theme

13. What are the kinds of change I’m talking about?
A state of change, going from current to future state, for example:
Big change:
• Consolidating product experiences, after acquiring a company.
• Introducing engineers into the Discovery process.
• Guiding a process change as part of a digital transformation effort.
Smaller change:
• Actioning on user research for your product.
• Improving the design of a component in your product suite.

14. John Kotter
Leadership Expert

16. Change does not just come
about by effectively project ”
managing” a new initiative,
Inspire people, bring them
together with vision and and a
show of leadership.

17. Logic alone doesn't help inspire a
group of people,
Appeal to the human desire to
contribute to something that is
greater than them.
”Whats in it for me”
”What is this in service of?”

18. Give employees a stake,
ownership of the change
Create an environment where
people feel like they ”get to”
partake, as opposed to ”have to”
partake

19. Change that affects many will be
carried much better if it's ushered
forth by many hearts, minds,
hands and feet, over relying on a
select few.

21. To successfully bring about change, you should find ways to understand
your people, and to make them a part of the change you’re introducing.

22. In a nutshell
Understand your people/your organisation.
1
Know the language that connects with your people/your organisation.
2
Approach change in collaboration with your people/your organisation.
3
Kotter’s Principles of Change

23. The "3 Change Roles"
The Navigator The Translator The Advocate
Map and explore:
Use what you know
to better understand
your organisation.
Don’t go at it alone:
Bring people together
in communities of
change.
Speak the language:
Translate what you
know in the right
language.

24. “In space flight, “attitude” refers to orientation:
which direction your vehicle is pointing relative
to the Sun, Earth and other spacecraft. “
Attitude
Chris Hadfield
Retired Astronaut

25. The "3 Change Roles"
The Navigator
Understand your people/your organisation.
Become an Organisational Ethnographer
Use your methods for understanding people, to
understanding your colleagues and your company.

26. Ecosystem Maps:
Captures the groups, people, and forces at play.

27. Personas/Empathy Maps:
Capture stakeholders’ needs/wants/desires/pain points

31. The "3 Change Roles"
The Translator
Know the language that connects with your
people/your organisation.
Become an Organisational Interpreter
If you learn to speak the language of your change
colleagues, you can make a better impact.

34. Analytical Storytelling
What?
Why?
Pyramid Principle
How?
Barbara Minto
From Classical Storytelling
To Analytical Storytelling

35. "Everyone deserves a sustainable, joyful life — yet for many it
has never felt so out of reach. Let’s summon our common
knowledge to change this for ourselves, and for one another."
Common Knowledge
Chris Hadfield
Retired Astronauat

36. The "3 Change Roles"
The Advocate
Approach change together
with your people/your organisation.
Become a Community Builder
Creating inclusive communities of change means you don’t
have to go create change overnight. Going at this together
is going to make things easier.

38. Charles River Labs
Voice of Customer Playbook
Gov.UK
Accessible Journey Mapping

39. The reality
"Building software is 80% about dealing with people, and only 20% about creating."
Today’s takeaways

40. Today’s takeaways
You have all the tools you need to bring about the change that
you’re charged with, you've just got to use them differently.
The theme:

41. Today’s takeaways
The Navigator The Translator The Advocate
The “3 Change Roles”
Map and explore:
Use what you know
to better understand
your organisation.
Don’t go at it alone:
Bring people together
in communities of
change.
Speak the language:
Translate what you
know in the right
language.

42. Jeff Simons, Charles River Labs
Thanks for listening!
How designers can become effective agents of change
UXDX USA, 2023
Navigating environments of complexity and transformation