Course on Human Centered Design Challenge · design Form the Team Define the Challenge . Elli...
Transcript of Course on Human Centered Design Challenge · design Form the Team Define the Challenge . Elli...
Course on Human Centered Design ΩMEGA Team, Athens, 2016
Challenge :
“FAST TO WORK”
How to help newcomers in ESIF management
positions to get fast in their team’s workflow.
The team
Managing Authority
LLL Expert
Team Coordinator
Central ESF Authority
The context • The ESIF management in GR is organized in a system of more than 50
special services, spread in 13 Regions, 10 Ministries and agencies involved. The system is staffed with more than 2.500 seconded employees .
• Working at ESIF requires a great deal of competencies& team work. There are is a significant variety in job descriptions( different EU legislative framework applied, different policy context, different internal processes and organizational habits), making hard for newcomers to get quickly in pace with the rest of the team. They often suffer stress, frustration and isolation, harming the productivity of the system.
• A new Ministerial Decision, enforcing higher mobility to the system is putting additional pressure for re-arrangement of the personnel and faster learning. Increased learning needs is not satisfied by existing infrastructure. Moreover, the essential need of the newcomer to understand Organisational values and local professional habits is answered only with the short initial briefing of the supervisor and then – the learning effect of trial and error.
The problem
How can we help employees entering an ESIF management unit to get fast and smoothly into the work-stream of their position and their team’s assignments?
The method
Inspiration
Research
Synthesis Prototypi
ng
Iterating
Create Personas Plan Interviews Collect Insights
Cluster insights Find opportunities for design
Form the Team Define the Challenge
Elli
PERSONALITY Disable to transfer Quite able to transfer
knowledge Isolated Fully Networked
Introversial and Extroversial and charismatic
Fully suspicious Open and trustful
EXPERIENCE Beginner Advanced
Seeks direction and guidance Self learner
First timer Frequent mover
RELATION TO MYSELF Insecure Empowered
Amotivated Highly Motivated
DEMOGRAPHICS
Age 38 Profession Lawyer Location ESIF Central
Coordination Service Archetype The lonely rider
Elli is a young highly ambitious lawyer, charismatic and confident, but unwilling to share with teammates. Divorced, recently seconded at a Central Agency. Fears to be surpassed in promotions and constantly seeks recognition. Dislikes changes and despises every attempt for questioning an established rule or practice. To her everything is black or white and people are bad until proved to be good.
John PERSONALITY
Disable to transfer Quite able to transfer knowledge
Isolated Fully Networked
Introversial Extroversial and charismatic
Fully suspicious Open and trustful
EXPERIENCE Beginner Advanced
Seeks direction and guidance Self learner
First timer Frequent mover
RELATION TO MYSELF Insecure Empowered
Amotivated Highly Motivated
DEMOGRAPHICS
Age 43
Profession IT Expert
Location Regional Authority
Archetype King of the Net
John is a network manager , working for the past 15 years in 2 Man. Authroities . He is very confident and likes to work alone. Rarely meets people and enjoys self-learning. His moto is “ Job is best done in solitude”. Irony and contempt for IT-illiterates is his usual communication style. Not married, with frequent change of girl-friend, he claims his freedom is sacred.
Manos PERSONALITY
Disable to transfer Quite able to transfer knowledge
Isolated Fully Networked
Introversial Extroversial and charismatic
Fully suspicious Open and trustful
EXPERIENCE Beginner Advanced
Seeks direction and guidance Self learner
First timer Frequent mover
RELATION TO MYSELF Insecure Empowered
Amotivated Highly Motivated
DEMOGRAPHICS
Age 38
Profession Public Management
Location Managing Authority
Archetype Lost in space
Manos is a desk officer, recently moved in Management Authority after several attempts. Father of two suns, new in the ESIF area. Avoids tasks where he will work alone and seeks instructions only from hierarchy, trusting no one else. Remarkable ability to self-navigate in new technology and adapt. He is internally motivated by his own need to master in his job. Fears rejection and feels an alien in his working environment.
Christina PERSONALITY
Disable to transfer Quite able to transfer knowledge
Isolated Fully Networked
Introversial Extroversial and charismatic
Fully suspicious Open and trustful
EXPERIENCE Beginner Advanced
Seeks direction and guidance Self learner
First timer Frequent mover
RELATION TO MYSELF Insecure Empowered
Amotivated Highly Motivated
DEMOGRAPHICS
Age 50
Profession Economist
Location Managing Authority
Archetype Mrs Relaxed
Christina, comes from Thesaloniki, mother of a 25 year old daughter, works as a desk officer, recently moved in Control Unit after several appointments. She knows everybody , but has not been involved in audits before. Christina is everybody’s favorite and has no difficulty with making new friends. For her family, friends, hobbies, politics, fashion and sports come first and work follows. Staying behind in knowledge and failing to perform is simply not her problem.
zoe PERSONALITY
Disable to transfer Quite able to transfer knowledge
Isolated Fully Networked
Introversial Extroversial and charismatic
Fully suspicious Open and trustful
EXPERIENCE Beginner Advanced
Seeks direction and guidance Self learner
First timer Frequent mover
RELATION TO MYSELF Insecure Empowered
Amotivated Highly Motivated
DEMOGRAPHICS
Age 55
Profession Social Sciences
Location Coordination Authority
Archetype Control freak
Zoe is a highly experienced employee with many competences. Her only aspiration is to progress in hierarchy, and moved to get a management position. Although she is polite with people, training or helping someone is “against her religion”. She demands to be recognized as senior expert, but avoids undertaking any challenge at all. Changing job description scares her to death and evokes hostile behavior towards team-mates and subordinates. Welcomes gossiping as it helps her to “know everything” at work.
Research designed
• Interview questions drafted
• Interviewees and experts identified
• Templates agreed
Interviews…
Synthesis…
Insight: The inclusion of a newcomer is a challenge for the team
Relations and trust in the team matter the most. The newcomer needs to
feel safe, wanted and welcome in the team. Teams need to view the
newcomer as an opportunity to increase capacity, bring new ideas. The
newcomer’s fast progress could be a team’s objective.
How might we create an
universal welcome kit, that helps teams to facilitate a
newcomer’s orientation,
explore new ideas and
collectively engage in his/her progress, adopting it as a team’s
objective?
Insight: The learning path works best when accommodates variety
Individualised approach in designing a learning path for the newcomer and
monitoring learning progress to match assignments is important for the fast
and smooth inclusion of the individual in the job routines. First month is
critical How might we
help managers & teams to design an
individualized learning path
that helps better matching of a
newcomer’s progress in learning and
in tasks & responsibilities assigned?
Insight: More synaptic channels can increase the learning capacity of the
system
Many people prefer non formal channels for their learning at new post and care
about others that are or will be in the same situation, willing to contribute to
shared sources for knowledge, support and mentoring .
How might we facilitate the
source-funding of a
non-formal prof. network, including Q&A web-based platform,
that help people to record and
share their learning (Q&A), to
connect thematically and find
answers to specific questions?
Designing a solution will take into consideration that….
• Adapting to a new position is mostly a relational and less cognitive issue
• Adapting to a new position is also a challenge for the team
• The first month after appointment is critical for smooth inclusion and opportunities.
• The solution should provide for variety and be team centered
“Aha” Moments Best
insights come from personas
(extremes)
Interviews are
journeys where one
should travel light!
Learning by doing is cool !
Learning in teams is awesome!
OR what we learned
from the HCD course experience