DR2023 Robert Williams - Stop The Report! The Power of People. Re-Igniting the Delivery of Customer to Client

Transcript

1. Stop the Report! The Power of People
2. “Why traditional decks or slides make our research under valued” May you take at least 1 thing away!
3. It’s about this moment… … and what follows. Briefing Research Findings Delivery
4. You know the drill. The 60 page presentation on Zoom; or if you’re lucky, face to face
5. The bored, expressionless audience.
6. The stakeholders with no questions. And it’s not because they’re not listening, maybe it’s as.. DO THEY “GET IT”?
7. Clients don’t live in our world.
8. They’re trying to figure out “How can I make this valuable to me?”
9. Their road is long. After your amazing presentation of fireworks, animated cat memes and value propositions, they still need to…
10. Interpret Those Truth Nuggets…
11. … which can seem confusing.
12. “FIGURE IT ALL OUT” “How do we use this information?” “This report is great, but so what?” “The report doesn’t say it will work in Agile?” “The report says our customers hate us :(“ “Do we do all of this… now??”
13. Stop thinking your process is theirs. It’s not. Their process is their own, though…
14. “IT DEPENDS”
15. Consultants. In House Designers. Freelancers. Brand advocates.
16. Every client is unique. Their KPI’s, their product, their teams, their delivery. TIP:
17. You Are Not The Customer. (You’ve heard this, right? ;) TIP:
18. So… what can I do?
19. Workshops. Not Presentations. It’s what we do, right? Teach. Educate. Align. Collaborate. Show. Demonstrate. TIP:
20. This is how your clients feel. Overwhelmed.
21. Strategic Artefacts Do they know what a Persona IS? Do they know what a User Journey IS? smol TIP: (no… it’s not your website)
23. Those Customer “Insights”. And How Might We’s… … what?
24. Data Analysis using Post it’s and N=5 What? 5? wtf?
25. Recommendations? Yeah but, do they ALIGN?
26. Outcomes need to be = Tangible Results
27. Tangible Results … need to be part of your clients world.
28. It’s part of strategic research delivery.
29. It’s your role to show them the path and put them on the road. TIP: Image Credit - Thanks Fabricio Teixeira!
30. Typically everyone is waiting on THE MOMENT, which is a report. A fixed point in time
31. Think of research like WATER
32. Mixed methodology research in… The Report… out!
33. Mixed methodology research The Report! Flow Through pop!
34. Tangibility = Understanding Workshop Delivery
35. Immediate Understanding = Immediate Impact Tangibility = Understanding How the research will be utilised in solutions
36. Impact = Measurable In the clients world Immediate Understanding = Immediate Impact Tangibility = Understanding Creates achievable touchpoints
37. The report isn’t the hero. You are, and what you say and do.
38. Everyone has a different NEED and IMPACT You’re not talking to one role. Flow Through
39. You already have the tools you need to communicate
40. So…
41. 1. Prepare your client with expectations; who should be there, and who needs to be there. TIP:
42. 2. Prepare your delivery for tangible outcomes TIP:
43. 3. Your Presentation is a WORKshop; not a Deck. TIP:
44. Research Presentations are not a 1hr deck. It’s an opportunity to bring value. TOOL TIP:
45. Using their process (ie: Double Diamond?) to explain a process your clients understand TOOL TIP:
46. Using Design Thinking (IDEO) to provide strategic value as an output TOOL TIP: • Desirability, a product that people want or need • Viability, a product that will be profitable • Feasibility, a product that can be created with new or existing technology
47. Treat Delivery like Kickoff TOOL TIP: (Where did we begin / where we land)
48. Bring Research, Ideation and Strategy Together TOOL TIP: (The Complete Narrative, rather than isolated chapters)
49. You are the report(er) FIINALTIP:
50. Thanks!