Digital technologies and social engagement provide an opportunity for public institutions to better serve and interact with their users. However the implementation of digital ecosystems implies structural, organizational and cultural changes. Through the case study of the Musées d’art et d’histoire in Geneva, Relax In The Air shows how the process of change management and digital transformation are user-centered (staff & public audience) and how they were established. Sabine Dufaux (Strategist) and MC Casal (UX Strategist / Designer) were kindly invited by the Technology Observatory from Geneva State to talk about digital transformation. Other speakers and program (in French): http://www.ot-lab.ch/?p=3687 The original talk was held in French. We made it available as a slidecast (slides + audio). You can listen to it here: http://fr.slideshare.net/RelaxInTheAir/secteur-public-et-numrique-le-dfi-du-changement

1. Public Sector & Digital:
Dealing with challenging
change management
Case Study: Musées d’art et d’histoire, Geneva
22nd Journée de Rencontre de l’Observatoire Technologique - Geneva State
Topic: Transforming organizations
Relax In The Air
Geneva - February 1, 2013

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3. CONTEXT
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4. 87%
Source: Consumer Barometer, TNS, IAB, Google
41%

5. Copyright© Relax in The Air
Request

6. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710
Copyright© Relax in The Air
Mobile
Contextual
Younger audiences
Conversational
Request

7. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710
Goals

8. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710
Reach
Humanize
Engage
GOals

9. Integration &
change management
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10. Let’s go!
Copyright© Brendon Connelly - http://www.flickr.com/photos/bzo/14417381/

11. Strategy
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12. kedin
Facebook
Flickr
@
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13. Immersion
Copyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home

14. Research
Copyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home

15. Research
Workshops
Interviews
Observation
Existing Content &
Information
Copyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home

16. content
=
Opportunity
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17. Who?
Management &
Stakeholders
Skepticals
Champions
Copyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home

18. Governance &
Processes
Policies &
Guidelines
People
Metrics
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214

19. Relax In The Air
OT Lab - February 2013
Copyright© 2013 Relax In The Air

20. Relax In The Air
OT Lab - February 2013
Copyright© 2013 Relax In The Air

21. Relax In The Air
OT Lab - February 2013
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22. Relax In The Air
OT Lab - February 2013
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23. • Change the way you work:
adapt, improve and be helpful.
• intrapreneurship
• Collaborative,
conversational and
empowered
Relax In The Air
OT Lab - February 2013
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24. Relax In The Air
OT Lab - February 2013
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25. Relax In The Air
OT Lab - February 2013
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26. Relax In The Air
OT Lab - February 2013
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27. • roles & responsibilities
• workflow
• Content marketing
• Conversation management
• Crisis communication
Relax In The Air
OT Lab - February 2013
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28. Governance &
Process
Policies &
Guidelines
People
Metrics
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214

29. Being open requires
more - not less - rigor
and effort being in
control.
____________________
Charlene Li, Altimeter Group

30. Having the confidence and
humility to give up the need to
be in control.
inspiring commitment from
people to accomplish goals.
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31. Copyright© Relax in The Air

33. Governance &
Process
Policies &
Guidelines
People
Metrics
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214

34. Legitimize
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35. Learn
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36. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8405199288
opportunities

37. Governance &
Process
Policies &
Guidelines
People
Metrics
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214

38. Internal buy-in
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39. External
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40. Copyright© Relax in The Air
Externe
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keep learning

41. outcomes
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42. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8294346862
social business

43. Value creation
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/

44. information sources
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45. conversation
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46. Before / After
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47. e-reputation
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48. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8406718426/
enhance museum’s mission
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49. Actions & campaigns
New platforms
internal Contributors
new opportunities
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50. Take Away
Copyright© Enric Aguilera http://www.enricaguilera.com

51. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8137831392
Management support
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/

52. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8043699191
Leadership
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/

53. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/7948529462
Do - test - Learn
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54. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/8249991330
listen
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55. Copyright© MAH Genève http:/
/www.flickr.com/photos/mahgeneve/7948529462
change takes time
Copyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/

56. Thank you
relaxintheair.com
@relaxintheair
We are also on Linkedin, Vimeo, Facebook et Slideshare
Relax In The Air
Mai 2011 Relax In The Air
OT Lab - February 2013
Copyright© 2013

57. relax in the air
Copyright© Relax in The Air

58. Relax in The Air is a digital consultancy
that thinks and designs better customer
experiences for a digital world.
Strategy & Research UX & Design
Benchmarking & User Research Information Architecture (IA)
Digital & UX Strategy User Centered Design (UCD)
Multi Platforms Content Strategy Wireframing & Prototyping
Social Media Integration User Interface Design (UI)
Audit Interaction Design (IxD)
Change Management Digital Branding & Visual Design
Copyright© Relax in The Air

59. contact
Sabine DUFAUX MC CASAL
Managing Partner | Digital Strategist Managing Partner | UX Strategist & Designer
sabine@relaxintheair.com mc@relaxintheair.com
+41 79 745 30 74 +41 76 539 77 01
Office
Relax In The Air Sàrl
Rue Vautier 16
CH - 1227 Carouge
hello@relaxintheair.com
www.relaxintheair.com
“We think and design user experiences for a digital world.
Just relax. Together we can make it simple. ”
Copyright© Relax in The Air