Running High-Performance Experience Teams presented by Dave Calleja, Associate Design Director – Experimentation, Isobar & Julia Birks, Lead Strategic Designer, Isobar With the transition of focus from data to insights it’s imperative that every aspect of the organisation can validate and execute on every valuable insight available. Find out how Isobar help create and run teams enable this to take place from feature team to emerging technology experiments. ABOUT MODERNIZE 2018: Be a part of the future. Shape the customer experience with Accenture, Forrester, Qantas, REA, Intrepid and more -- and learn how leading organisations are harnessing their people, processes, and technologies to exceed customer’s expectations. Visit: https://www.optimizely.com/anz/modernize2018

1. Running High-Performance
Experience Teams
DAVE CALLEJA
Associate Design Director – Experimentation, ISOBAR
JULIA BIRKS
Lead Strategic Designer, ISOBAR

3. Julia Birks
Strategic Design Lead, Isobar
Twitter @juliabirks
Dave Calleja
Associate Design Director -
Experimentation
Twitter @davecalleja
Introductions

4. Insights Technology Capability

5. Insights Technology People

12. Knowing is half the battle
Insights Island

13. Understanding the cost
Insights Island

14. Insights aware
in the wild
Insights Island
$$$
No ‘doing’ capability
Delivered nothing to customers
Lots of people bottlenecks

15. Insights alone are
not enough
Insights Island
Data aware
Insights aware
Insights driven

16. Delivering value
requires ways of
working
AKA The boat

17. Ways of Working
Principles over
process
Create guiding principles
Maximise opportunities
to deliver value
Don’t be a process zealot!

18. Design and deliver
it together
Ways of Working
Diverse teams
From gender to skills
Minimise silos
Maximise knowledge sharing
Design with users
Customers and staff

19. Every good team needs a coach
Ways of Working

20. Value lives in
the middle
DESIRABILITY
VIABILITY FEASIBILITY
Ways of Working

21. Desirable and feasible
Not be able to service it or
afford it
Desirable and viable
A great idea that can’t be
built
Viable and feasible?
No customer wants it
Value lives in
the middle
Ways of Working

22. Value lives in
the middle
DESIRABILITY
VIABILITY FEASIBILITY
Ways of Working

23. Run all the
experiments
Ways of Working

24. Run all the
experiments
Refinement Exploration
Best solution
is missed
Many alternate
solutions explored
Ways of Working

25. Run all of the experiments
Run all the experiments
ANZ Small Business ATM

26. Supporting value
delivery through a
culture of
enablement
AKA The sea

27. Create
psychological
safety
Culture of Enablement
More likely to own mistakes
Better partners to their colleagues
Less likely to leave
More openness to diverse ideas

28. Don’t fail —
disprove your
hypothesis
Culture of Enablement
‘Fail fast, fail often’ is a goal
Promote learning through
experimentation
“I have a hypothesis, let’s go
and test it”
Accept and celebrate killing ideas

29. Democratise
your ideas
Culture of Enablement
Evidence based decision making
Empower everyone
to contribute ideas
Establish an idea or
experiment framework

30. “...When you are lacking in faith,
Others will be unfaithful to you…”
- Lao Tzu, writing in the Tao Te Ching
Culture of Enablement
Unblock issues
Trust teams to try, be like
the bumpers in bowling
Develop skills and
confidence
Enable autonomy,
mastery, and purpose
Foster servant
leadership

31. Lead by doing
Culture of Enablement
Organisational
belief
Team/group belief
Professional belief
Self belief
Structure
Business benefits
Governance
Strategy and vision
Ways of working
Team dynamics
Vision alignment
Future skills
Quality & craft
Mastery
Fulfillment
Wellness
Social Connections
Purpose

32. Culture of Enablement
Be stewards of your
vision
Incentivise the change
you want to see
Lead by doing

33. Culture of Enablement
Thinking and feeling
“I’m not always sure how
best to help, but that’s ok”
Saying and doing
“I’ll lead by example and
model good behaviours”
Avoiding
“I won’t make decisions
without consulting the team”
Lead by doing

34. Bringing it all
together

35. Bringing it all together
Define & Ideate
Discover & Learn Design & Build
Deliver & Test
Form & Align
Review Prepare
Test
A case study

36. Run all of the experiments
Bringing it all together
Onboarding training

37. Run all of the experiments
Bringing it all together
Finding wins

38. Get your map today!
bit.ly/2jQ3fKQ

39. THANK YOU
#Modernize2018