Positive Design Research & Strategy

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change sciences ®

® change sciences

POSITIVE DESIGN RESEARCH & STRATEGY

change sciences ®

KEY RESEARCH QUESTIONS

2!

Identify what are the happy moments people have with the experience.

WHAT MAKES PEOPLE HAPPIEST?

Identify the positive emotions most often associated with the experience, overall and at critical touch points.

WHICH EMOTIONS ARE MOST IMPORTANT?

Understand how people who feel happiest may be behaving or interacting differently.

HOW ARE THE HAPPIEST PEOPLE DIFFERENT?

Identify points in the experience to capture what people are feeling and understand why.

WHEN SHOULD EMOTIONS BE CAPTURED?

Determine which metrics to use across the organization, how they will be measured, and how to manage the experience over time.

WHICH MEASURES SHOULD BE ADOPTED?

Look at ways to enhance or create more of the most positive moments.

HOW CAN HAPPY MOMENTS BE MAXIMIZED?

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IN-THE-MOMENT IDEATION

PROJECT PHASES

3!

1 2 3 4 5 6

UNDERSTANDINGConversations with the team and a review of existing data are the

starting point.

ANTICIPATINGOnline diaries capture

peak moments. A competitive review

documents expectations.

EXPERIENCINGWe study the

experience as it unfolds from the live

site or prototype.

REMEMBERINGSurvey or interviews help

get at what people remember in the short

and long term.

SYNTHESIZINGCollaborative

exploration of insights with the team and, sometimes, users.

CONTINUINGOptimize for

happiness and define measures to track across channels.

DISCOVERY STRATEGYCONTEXT MEMORIES

change sciences ® 4!

First, we need to learn about what is valued by the organization and by its customers or prospects, how it is captured and measured.

DISCOVERY

Review data on hand first to begin to plan the research.

ANALYTICS & OTHER DATA

Talk to key players to gain insight into priorities.

STAKEHOLDER INTERVIEWS

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RESEARCH

DIARIES

Recruit people who fit several key profiles or who are at several phases in the process to submit several moments a day that are relevant to their experience. We are looking at expecta<ons, experience, and memories.

UNDERSTAND THE CONTEXT

MOMENTS

Capture an image for each moment

EMOTIONS

Iden<fy posi<ve and nega<ve emo<ons

THOUGHTS

Describe what people are doing and why

5!


SITE ONE SITE TWO

Develop a set of up to 10 sites, direct or indirect competitors or

other sites in the journey. At least 20 people will each site.

Each site is measured against a set of positive design metrics using Change Sciences’ Chemistry platform.

Autonomy Trust Creativity Connection Meaning

RESEARCH

COMPETITIVE REVIEW


RESEARCH

ONLINE STUDY

Combine observation with open and closed questions to understand motivations, behaviors, attitudes that map to positive experience.

CAPTURE IN THE MOMENT


Ques<ons about typical technology use as well as aDtudes about technology.

TECHNOLOGY ATTITUDES

Ques<ons about feelings of control, ease of use, produc<vity, and mastery.

AUTONOMY

Ques<ons about discovery, flexibility, play, and self-‐expression.

CREATIVITY

Ques<ons from the Subjec<ve Happiness Scale to determine setpoints for par<cipants.

HAPPINESS SETPOINT

Ques<ons about authen<city, respect, security, and privacy.

TRUST

Ques<ons about flow, challenges, narra<ve, and purpose.

MEANING

Ques<ons about expecta<ons, memories, mo<va<ons.

ANTICIPATION

Ques<ons about iden<ty, belonging, community, and communica<on.

CONNECTION

Ques<ons about the emo<ons most oJen associated with the experience.

EMOTIONAL RESPONSE

RESEARCH

SURVEYS & INTERVIEWS


STRATEGY

IDEATION

Change Sciences, the client team, and optionally, customers and prospects come together to explore the insights from the research and brainstorm how to optimize for happiness.

BRINGING TOGETHER INSIGHTS


Together we develop a plan to extend, enhance, and amplify posi<ve moments throughout the experience. And a method for measuring and communica<ng going forward.

SOLVING PROBLEMS & CREATING POSSIBILITIES

STRATEGY

POSITIVE DESIGN ROADMAP

change sciences ®

PROJECT TIMELINE

11!

WEEK 1

1 WEEK 2

2 WEEK 3

3 WEEK 4

4 A kick off meeting can be scheduled earlier than this date. This

factors in contracts & approvals.

INITIAL MEETING

All discovery activities conclude in the first week. Some of the research plan can happen in tandem.

DISCOVERY

Research, ideation, and analysis take 2-3 weeks depending on the scope

of the research.

RESEARCH & IDEATION

Reporting, including insights, metrics, and ongoing plan a week

after all the research is finished.

PROJECT COMPLETE


THANK YOU

changesciences @changesciences changesciences