Here at MVCM, when developing our change framework, and considering all of the contributing factors that make a major program change successful, we knew that it was more than what had been talked about in the models that had been designed before. From our many years of experience and as the change discipline has matured, there was a theme that was emerging being expressed and reflected upon by many senior Change practitioners. It was more than the recurring frustration of sub standard change leadership, and it was emerging as Change practitioners were being put on projects at the development stage. It seemed to centre around the design of the product/service/process/policy itself. This is why we created the Change Diamond model.

The correlation between 'friction' and design

It seems odd, but effective design can be implemented quietly and seamlessly as it achieves its outcomes. Innovative design is often commented on and commended, (good innovation that is), which can enhance the use...