Sarah Mace - The better your culture, the better your user experience
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Can we ever really deliver great user experiences if the culture behind the service isn't great? In this talk, Head of Experience Design for LEEDS 2023 Sarah Mace explores the ways that organisational culture directly impacts the end user experience. "For years now, working on designing products and services has always resulted in me supporting a shift in the team and/or organisation's broader culture and ways of working. To some, the link and necessity seems obvious, but to others it's perhaps a little more of a mystery as to why the 'digital team' are leading large scale change management programmes and in some cases designing new organisational operating models. The practicalities associated with this link can be tricky. As designers or transformation specialists we are often brought in to 'fix a thing' or 'build something shiny', and there often isn't the awareness of the inevitable need to tackle the blockers that pop up from behind cultural walls. In this session, I explore this link and why I believe that it's all of our jobs to support stronger, more positive cultures for the employee experience but also for our users' experiences too. We'll ponder on how we do this when it often feels out of our remit and reach. "
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Sarah Mace - The better your culture, the better your user experience
- 1. @SJMace Better Culture = Better Services
- 2. “How did you wind up working in organisational design?” Loads of people
- 3. 2005-2015
- 7. External impact Org improvement Transformation
- 9. Principles
- 10. Standards
- 11. Experience
- 12. Culture
- 13. A culture where people flourish
- 14. Where did it all go wrong?
- 15. ‘The world has changed around us, as we’ve been trying to change the world’
- 20. “When a flower doesn’t bloom, you fix the environment in which it grows, not the flower.” Alexander Den Heijer
- 21. Prosecco moments
- 24. Agile pop ups
- 25. What can we do?
- 26. Use values as a force for good
- 27. Help people
- 28. Drop the C bomb
- 29. “Organisations that have transformed their cultures in response to the internet era will provide a better service, inside and out.” Me, today.
- 30. Let’s chat
Hinweis der Redaktion
- Intro to me, current role and a couple of past gigs
- Comms, Marketing, PR > Channel shift > Product strategy
- WOW moment - ways of working. More grumbles about trying to get things done outside of the team. Became clear that the team couldn’t do their jobs well and remain happy and motivated whilst operating in an org with more traditional wow.
- Studying at uni, you use a lot of old chestnuts and I studied org culture and design as part of my degree… little did I know how one chestnut would dominate so much of what I do now.
- I don’t think a digital strategy, or really any kind of strategy can exist to the side of a culture shift. Culture has to enable a strategy to sing. IMO a focus on culture at WOW needs to be a focus in the strategy.
- It’s all about finding that balance. As, you can of course make great changes to external audiences in the short term, but I believe we’ll always hit a ceiling to how far we can push that, how far we can innovate, if we don’t transform the orgs that we work within. You can get sucked into the internal stuff though, and it can be hard going. I think findings the balance, working on some products to get out there whilst demonstrating the wow and sharing with others things that might nudge the other side of the scales is a good place to be.
- You turn up on your first day…The job ad goes out, ‘Head of Digital’ etc - and often the focus of those roles is still channel shift. JD’s don’t often mention the internal challenges and changes that will be required to make an org really ‘digitally effective’. Essentially ‘they’re not really ready for you’.
- Design principles, access or experience principles etc - these things may be formed within a digital or design team, but if not used consistently across the org can give the user a fragmented experience - for examples, a candidate tracking system being selected by a team detached from the principles but needing that to be implemented in the org’s core platforms. Working outlaid - can clash with cultural norms and scare people
- Data, accessibility
- We know how to support the creation of better experiences for people, we know what good and bad feels like. Most people in orgs also know what’s bad, but they struggle to find a route through their issues and so just ‘work around them’. We can help. If we don’t value our internal experience, how can we value our external one?
- Culture - the origins coming from the French and Latin terms for caring and tending to soil for crops Current definitions include: The culture of a particular organisation or group consists of the habits of the people in it and the way they generally behave. The ideas, customs, and social behaviour of a particular people or society. Think about all the things that influence our culture; social media, TV, news reports, friends, family, education - what are the equivalent things in your org?
- When people flourish, so do their ideas and we know that ideas can improve our users’ experience.
- Organisations are not designed for the needs and expectations of those making change externally. The views and beliefs of leaders, don’t change quick enough to take account of shifting expectations.
- Road blocks. Can have big impact on peoples’ abilities and attitudes.
- First creative designer brought into org, given a PC. Not able to thrive, to flourish.
- The need to use subscription services, or purchase software in the round using evaluation frameworks and best in breed models. Doesn’t fit with some procurement processes and policies.
- A story of reinventing the welcome at JRF
- A story of breaking down barriers to advice at LUU
- A story of how little habits can nudge and budge culture
- Most orgs have values now, how do you see them used day to day? Do they feel relevant and relatable to your work. Often, they can back up a case for ‘better’ ways of working.
- Be interested in peoples’ problems, small wins, incubator projects and trojan horse opportunities
- How might we bake culture into our WOW? In retros, in 121s, in show & tells, in week notes - how might we talk more openly about our culture, the good the bad and the ugly and put our heads above the parapet to be part of the future, the evolved culture.