Monday, 22 September, 2014

Using Trello to help run a workshop

trello

I’m a bit ambivalent about Trello as a project management tool – I know others love it, but me, I prefer something that looks a bit more spreadsheety.

If you’ve not heard of Trello – here’s a video that explains it.

Anyway, I did manage to make use of Trello in a pleasing way during a session at Channel Shift Camp, which I facilitated, which was called ‘transformation ticklist’.

The aim was to produce a checklist of things that really ought to happen when redesigning a product or service. With only 45 minutes we weren’t going to all the whole thing done, but we could at least make a start.

My original plan was to use a traditional post-it note and flip chat approach, but being lazy, I didn’t fancy doing the write up afterwards. What else could I use to get the same effect?

I settled on Trello. I created a new project board, cleared it of all lists bar one, and displayed it on a big screen in the room so everyone could see it.

The first thing we did to start building the transformation ticklist was to have people shout out ideas for things that need doing in a transformation project, in no particular order. All these were recorded in a list as individual cards in a list called ‘activities’ in Trello.

Then we identified the stages we’d need to go through that each of the activities could be put into, and these were created as new lists on the board.

The final activity was spent taking activities from our first list and distributing them around the various stages.

You can see the public version of the ticklist. Also email me if you’d like access to it for editing and so on.

What went well

Using Trello for this workshop went pretty well. People liked the idea, possibly because it was a bit new, and it certainly saved time on writing up, messing about with post-its and so on.

What went not so well

The system isn’t as hackable as pen and paper. We wanted activities to take place across the life of our ticklist, rather than being part of a linear process and this was difficult to make clear. Also, the writing on the screen was too small at times for people to be able to read comfortably.

I’ll definitely be trying this again in future, and would love to hear if others give it a go!

 

Sunday, 21 September, 2014

The soul of a new iPhone

So I got my new iPhone 6 on Friday – don’t judge me, I was due an upgrade anyway – and have been using it all weekend.

Here are some early thoughts.

1. The size – it’s a bit too big. I didn’t go for the ludicrously sized plus model, but even so. This thing is a lot bigger than the iPhone 5 I upgraded from and it’s just – just – slightly too big.

I have to stretch my thumb to reach the top layer of icons and it isn’t comfy. I know I can double tap the home button to bring them down, but at the moment this isn’t coming naturally to me.

Also it’s too big to fit comfortably in the breast pocket of a shirt, every time i move, it threatens to fall out. Annoying.

Another factor with the size is that there is no way I can put one of those oversize cases that double as an extra battery on this thing, so will need to find a new way of carrying emergency charge around with me.

2. The camera – is excellent, but I cannot believe they have released it with the lens poking out of the back of the phone like it does.

There’s a lot of nonsense written about post-Jobs Apple, but this is one of those things that would never have been released while Steve was in charge. It’s ugly and means you absolutely have to put a case on this thing if you don’t want to knacker it.

3. The storage – I went a bit mad and ordered the top storage option of 128gb. When I found out everyone else was getting the 64gb model I felt a bit daft, but not now.

It holds pretty much my whole iTunes library, as well as every app I would ever want, plus a load of podcasts, and a few downloaded episodes of Peppa Pig for those moments – and I still have 30 odd gigs free. Love it!

4. Some apps aren’t working – am finding I am having a lot of trouble with quite a few apps. Is this an iPhone 6 thing or an iOS 8 thing? I don’t know.

I restored the phone from an iCloud backup of my previous one, and a fair few apps either didn’t download properly at all or crashed when I tried to open them. Deleting them and reinstalling fixed most but not all.

The Chrome browser, for instance, refuses to work for me. Hopefully they will update it soon.

5. Touch ID is something I love, and I’m surprised by that. This is where you can unlock your phone by just holding your thumb over the home button to identify yourself.

My previous iPhone didn’t have it and I was always a bit sniffy. But it seems to work really well, really quickly, and I’ve got used to it right away.

What next?

Those are just my initial thoughts and I am sure I will be able to add more about how I end up using this phone differently to my previous one.

It would be great to hear how others are getting on with theirs in the comments!

Friday, 19 September, 2014

Lacking leadership

Recently on my visits to councils and to conferences, and in the conversations I have with people across the public sector, leadership in digital has been identified as an issue.

I think the problem is that within many organisations, there’s nobody with sufficient clout taking the digital agenda forward: identifying the vision and setting out how people can get there.

Part of this is because digital doesn’t easily fit into any of the slots of the traditional organisation chart. It’s definitely not IT, nor (just) communications, and probably not (just) customer services.

Perhaps the closest fit would be within the organisational development bit of HR.

To kick start an organisation’s journey to become truly digital, having an inspirational leader in place is, I think, vital.

I’ll be talking about this in more detail this coming Monday, in a free webinar. Sign up here.

Wednesday, 17 September, 2014

Communicating customer access

I’m at Channel Shift Camp in Birmingham today, organised by my good friend Nick Hill.

It’s an opportunity for people involved in customer services in the public sector to talk about ways of delivering services using new channels, such as online.

The point for organisations is that online channels tend to be a lot cheaper than phone or face to face; for the customer, hopefully the experience is quicker and more convenient.

The first session I attended was a very interesting one about how to communicate the benefits of using new channels for contacting councils and so on to users of services.

The problem was soon identified of the quality of the new service being sold. Often the user experience of online public services is pretty bad – to the point where most people would rather phone up or turn up to an office than try and figure out how to use them.

After all, think about the big, successful online services, like Google’s search engine, or Facebook, or Amazon. When have you seen an advert, or a poster, trying to convince you to use them? Probably never, and yet we do in our millions, because it’s better.

It was mentioned that it might be possible to ‘nudge’ people into using online channels by doing things like hiding the organisation’s phone number and address on the website, so people have to use the web service.

That is not nudging! It’s bullying.

Users ought to be able to access a service in whatever way they prefer to. The job of the organisation delivering that service is to design it so that their preferred channel is also the one their customers would choose.

So to start with there is a need, I think, for communications folk to challenge those asking them to promote a service to ensure that it is actually an improvement on the traditional alternatives. If it isn’t, then trying to persuade people to downgrade their user experience is not really a goer.

In other words, the service ought to sell itself. To do that, it needs to be designed with the user at the centre, meeting their needs and solving their problems first, and not those of the organisation.

Monday, 15 September, 2014

Change is hard

It isn’t said enough, I don’t think, that change – particularly in big organisations – is hard. Really hard!

If it wasn’t, it would be happening all the time.

At events there are regularly discussions that go on along the lines of ‘my boss just doesn’t get it’ – tales of woe where someone wants to do something new but is stopped by management or bureaucracy or a combination of the two.

What makes a someone a real force for change is the ability to get knocked back, dust themselves down, and have another go.

Again, and again, and again.

It won’t happen the first time, or the second time. It might not even happen at all in one organisation – you might need to move on to get the chance.

But nothing worthwhile is ever easy and if you’re committed to making a difference, you’ll recover from setbacks, never get too disheartened and keep coming up with new ideas, new strategies and new ways of persuading.

It’s easy to have a go and give up. The ones who make the difference are those who stick at it.

Sunday, 14 September, 2014

How to show utter contempt for your users

I was never a regular user of Whatsapp, the mobile messaging app recently purchased by Facebook for gazillions of dollors, but now I’m never touching the thing again.

Why?

Well, after a recent update, every single time I open the app, I am greeted with this:

Click to enlarge
Click to enlarge

It’s an annoying pop up thing telling me to turn on notifications for Whatsapp.

Only, I don’t want to. I’ve never had them on, and I don’t want them on now.

I cannot, however, turn off this nagging screen. It appears every time. It would appear the only way to get rid of it would be to switch on those damn notifications.

Well, that’s not happening. I won’t be bullied by software, for goodness’ sake!

So those few people i converse with on Whatsapp I will start to chat to on something else, and Whatsapp is gone from my phone.

If you’re looking for a replacement, Glassboard is a great bet. Not that well known and not overly polished, but a nice indie solution.

The lesson here is to let your customers use your system the way they want to, not the way you want them to – else they might just go elsewhere.

Update: the app store on my phone tells me there is a new version of WhatsApp is ready to download. And guess what?

wa2

At least they are listening.

Friday, 12 September, 2014

Use what you already have

When planning a new project or activity, it’s easy to decide to get something new.

For instance, you might see it as the perfect opportunity to buy a cool web service to help you deliver this piece of work.

Or maybe you know that you could do a great job customising WordPress to do exactly what you want.

Hold on for a minute, though. What have you already got available to you that you could use to make this happen?

It might not be the perfect fit you would like in a perfect world, but it might be good enough. It might also come with a few advantages:

  • you can start work right away
  • no problems with access or other IT issues
  • your users will be more likely to be familiar with the way it works
  • there will be internal knowledge of the system to help you get stuff done

I’ve an example to share in a future post, where I resisted the temptation to do something new, and instead used what was already there and already familiar, in my work at the Department of Health.

Thursday, 11 September, 2014

Loving lurkers

I couldn’t agree more with Mozilla’s Laura Hilliger:

We can’t force people to participate, and if we really care about educating people, we shouldn’t try. We should build and design for the people who are participating, and we should be careful to ensure that the lurkers feel welcome. We should create safe spaces of learning and mentorship where even those who don’t complete the call to action still start to develop trust in us, in our products. The fact is you are always a lurker before you participate, so we should be careful not to push people away by implying that they don’t count if they aren’t like us. If we work to love our lurkers, maybe some of them will find their reason to participate.

Wednesday, 10 September, 2014

Embrace constraints

Sometimes it’s better to embrace constraints. Why not even invent some?

Constraints don’t need to make things harder – they can make things easier.

Why take a year to deliver something if you can get it out of the door in months?

Constraints focus the mind, especially on what is important and what isn’t.

Say you’re handed a project at work. It feels like something ought to be delivered within six months. How about seeing what can be achieved in six weeks?

It might end up being a bit rough and ready, but there’s lots of pros to outweigh that con:

  • The positive feeling of having delivered something
  • The ability to get feedback from users on what you’ve done
  • Reducing the level of risk in the project

So rather than playing safe and asking for more time, more money, and more people, why not embrace some constraints and see what can be done quickly, cheaply and with a small group?