X IA Italian Summit 2016 | An Undesigned World - Jason Ulaszek

@INZOVUDESIGN

MAKE YOUR MARK: AN UNDESIGNED WORLD

INFORMATION ARCHITECTA 2016 (ROME, ITALY) NOVEMBER 12, 2016 JASON ULASZEK / @INZOVUDESIGN

REFLECTIONExploring and finding my path.

20+years ago Tomorrow

Web Design

Hardware Design

Software UI

User Experiences

Digital Product Development

Digital Corporate Strategy

Customer Experience

Systemic within the Org

THE FOCUS OF OUR WORK EVOLVES

For me, it’s caused reflection in my work and life.

Corporate world Experience design agency

Design entrepreneur?

MY JOURNEY

“ Design awakens all the senses.

Lee Kun-Hee Ex-Chairman, Samsung

UNDESIGNEDLeaving a mark through design.

@INZOVUDESIGN 10

KIGALIGENOCIDEMEMORIAL RWANDA

THE CHALLENGE

How do we turn institutions that memorialize genocide into institutions that help end it?

500+ hours primary and secondary research

40+ interviews with Aegis staff, locals,

visitors, educators, counselors, experts and survivors

Pain Pain Pain Action?

KGM VISITOR JOURNEY (2014)

KGM VISITOR JOURNEY (2014)

EmpatheticFeeling

CompassionateAction

BURNOUTRISK

SHUTDOWNRISK

Tania Singer Model: http://www.wired.co.uk/news/archive/2012-07/12/tania-singer-compassion-burnout

Pain Reflection Hope Action

THE NEW JOURNEY

Tania Singer Model: http://www.wired.co.uk/news/archive/2012-07/12/tania-singer-compassion-burnout

INZOVU CURVEThe Inzovu Curve is a model that maps

specific designed activities to the emotional response of the individual experiencing them.

Motivation and ability to act

ACTIONHOPE

WILL

EPIPHANY

PAINPREPARATION

EMPATHY

COMPASSION

HERO

BURNOUT / SHUTDOWN

REFLECTION

Personal connection to the experience of genocide

“ The UX for Good visit has challenged our thinking and resulted in consensus that visitors leaving KGM must be empowered by their experience to go away and take action.

Yves Kamuronsi Country Director, Aegis Trust, Rwanda

Genocide Survivor

Organizational change can be s l o w .

31

NEW YORK

CHICAGO

AMSTERDAM

RELEVANCE FLEXIBILITY INSPIRATION ACTIONABILITY

INZOVU CURVE EVOLUTION

��

32New reception center

They were now ready…

33Intro/outro videos for setting context

34Incorporation of stories of progress

and positive values

Maintenance needs

NEXT CHALLENGE

1,000,000+ visitors since 2004

How can we help strengthen the visitor AND the survivor experience?

Workshops with Genocide Survivors, KGM Staff and Government Officials

KGM IS HOME.

“We also (now) need a quiet space for survivors to reflect and write messages.”

- Survivor

And for the first time, capturing information about visitors to further engage in dialogue

before and after their visit…

WEBSITE, BOOKING & COMMUNITY

Further exposing Rwandan culture/language Creating new stories

Creating new financial opportunity

SUSTAINABLE IMPACTIt’s about WHY we do it.

Hi there,

I was researching / snooping around the internet in search of how I could possibly switch gears from for profit to non profit. I just don't feel right about designing for companies that just are trying to get bigger in a non-sustainable manner that compromises their employees and customers.

Since a little girl growing up in India I have been sensitive to my surroundings and the poverty and environmental damage that has been occurring at an exponential rate. I have been sleeping with an uncomfortable feeling the last few years - that I am not doing what I am supposed to.

I am a talented designer who wants to merge my design experience with making a change.

I would love it if you had any advise on this or if you have a company that I could work with.

Thank you,(Name)

RECOGNIZE THE ASK1

PRACTICE YOUR AIM2

BUILD BRIDGES3

LOOK BOTH WAYS4

DEFINE & MEASURE IMPACT5

LAYER THE EXPERIENCE6

INSIGHTS

BE HUMAN-CENTERED7

RECOGNIZE THE ASK

Seek understanding for the organization’s ability to understand, integrate and sustain the design ideas.

Match it with the right approach that fosters participation within the culture.

1

PRACTICE YOUR AIM

Carefully consider your toolbox of design skills and activities and match the effort to the ask.

Consider activities that allow for testing risk and gaining buy-in on ideas earlier by leaders in the organization.

2

BUILD BRIDGES

Take the responsibility to bridge the language gap between design and the organization.

Be the translator - great designers inherently possess those skills.

Create opportunity for others to participate in the process.

3

LOOK BOTH WAYS

Look both inside and outside the organization and industry with curiosity.

Innovation isn’t always new to the world, it only has to be new to a market or industry.

Expose stakeholders/partners to the process of generating insights from observations.

4

DEFINE & MEASURE IMPACT

Metrics provide the ability to defend your work.

Map out the steps necessary to engage all the relevant stakeholders in adoption.

Organizations operate on a variety of metrics, including ones you might happen to invent.

5

LAYER THE EXPERIENCE

Consider creating engagement for all involved…

the design of the product/service experience for your audience,

the experience of the process for your stakeholders and

the enjoyment of the challenge and project for the design team

6

BE HUMAN-CENTERED

Fall in love with the problem.

Technology evolves fast. Make sure to put people first.

Professionally and ethically care..

7

It’s not about what we do. It’s not about how we do it.

It’s about WHY we do it.

Find your path. Leave your mark.

GRAZIE!

JASON ULASZEK [email protected]

INZOVU.CO @INZOVUDESIGN