Post on 08-Apr-2017
Are you ready…… to manage UX?
Jesmond Allen & Fiz Yazdi
Capability and capacity to manage user experience
Yay!UX is having its day
“Good user experience is clearly good for business. Studies show that companies that invest in UX see a lower cost of customer acquisition, lower support costs, increased customer retention and increased market share…
Forbes.comUX is Good for Business, Nov 2015
Image: Hermann Kaser https://flic.kr/p/87iZa6
StrategyCostKnowledge & IPBrand
“The digital estate is the brand offering
Matt Hall Nationwide Building Society
“Image: https://upload.wikimedia.org/wikipedia/commons/a/a8/
Leonard_Nimoy_William_Shatner_Star_Trek_1968.JPG
It’s life Jim, but not as we know it
Star Trekkin’ The Firm
“We need partners to work with us, not for us
Tracy DoddsHead of Digital Services Bristol City Council
Fiz Jesmond
Practitioner to coach
Image: http://digitalcollections.nypl.org/items/510d47da-9911-a3d9-e040-e00a18064a99
http://v2.centralstory.com/about/squiggle/
https://upload.wikimedia.org/wikipedia/commons/f/f4/The_Scream.jpg
Case studies
Astronaut Sunita Williams
Read more:www.cxpartners.co.uk/our-work/nationwide/
“I don’t expect service managers to become UXers, but I do need them to focus on user needs
Tracey DoddsBristol City Council
Read more:www.cxpartners.co.uk/our-work/bcc/
Image: extremetech.com Astronaut Sunita Williams
1. Form and advocate strategy 2. Build & nurture teams3. Design tools & processes4. Describe and embed culture
1Form and advocate UX strategy
Image: https://www.flickr.com/photos/upnorthmemories/2228550404
What do we mean by strategy?
Image: Travis Thompson https://www.flickr.com/photos/aka_butters/13302595434
“Good design strategies are informed by the needs of people and are communicated through compelling stories of what and how to achieve a better future.
Adaptive Path
“The people who have been most helpful to us have not been the best UXers, but the best communicatorsMatt Jukes,Office for National Statistics
Do your homework…
Image: Russell Lee https://commons.wikimedia.org/wiki/File:Louis_Sergent,_16,_who_is_in_his_first_year_at_high_school,_does_his_homework._Both_he_and_his_father_are_determined..._-_NARA_-_541288.jpg
Talk to senior stakeholders
Image: Alexander Mokletsov https://commons.wikimedia.org/wiki/File%3ARIAN_archive_708339_Soviet_Women's_Committee_plenary_meeting.jpg
Image: "Rhinoceros" by Albrecht Dürer,1515
Develop a thick skin
2Build & nurture teams
Image: https://www.flickr.com/photos/96136597@N05/8879421732/sizes/o/
http://www.meldstudios.com.au/2016/08/09/how-our-skills-matrix-supports-candid-conversations-with-staff/
Even better if…
How am I…?
Thank you!
Situational leadership(Hersey, Blanchard)
8-step change model (John Kotter)
The change curve (Kublar-Ross)
Objectives and key results (OKRs)
“It’s the individuals you help that makes it rewarding. You’re helping people build their careers.
Neil SchwarzSenior Consultant, cxpartners
3Co-design tools & processes
Image: Florian Richter https://flic.kr/p/c4QJzC
Collaboration is vital
Put techniques & frameworks in place
Image: http://digitalcollections.nypl.org/items/510d47dc-39c3-a3d9-e040-e00a18064a99
Processes
Design principles
ux.jisc.ac.uk
Modular design systems
How-to guides
4Describe & embed culture
ClanValue cohesion, participation, communication, a personal
place, like a family, mentoring, nurturing, tight social networks
HierarchyFavours structure & control, co-ordination & efficiency, stability is importnat, smooth processes
MarketResults-orientated, getting the job done, values competition &
achievement
AdhocracyDynamic, entrepreneurial; people take risks; values
innovation, adaptability, growth, cuttings-edge services or
products growth
Flexibility
Control
ExternalInternal
Competing Values Framework(Quinn)
RitualsEnvironmentCommunicationStructures
“Cultures that ship great experiences are: adaptive, accepting of (reasonable) risk & failure, committed to quality, willing to prioritise, other focusedKim Goodwin
Image: eltpics https://flic.kr/p/nk6dzM
“It’s ok, but they don’t have nice biscuitsConsultant, cxpartners
Be mindful of your culture
https://gds.blog.gov.uk/2016/05/25/its-ok-to-say-whats-ok/
Better promise,more value
Image: Stuart Tayler and live|work
You’re ready to…
Strategy
Team building
CultureTools
… manage UX
Fiz YazdiDirector of Experience Design
cxpartners@uxfiz
Jesmond AllenIndependent UX Consultant@jesmond