OLA 2020

Turning the UX lens on ourselves: Achieving the dream of a

UX culture

Turning the UX lens on ourselves

Reflection

Takeaminutetothinkaboutaparticularissueandjotitdownonyourpost-it.

Turning the UX lens on ourselves

Western Libraries UX Team • MatthewBarry,UserExperienceLibrarian

• MonicaFazekas,StudentEngagement&OutreachLibrarian(onleave)

•  DavidFiander,UserExperienceWebServicesLibrarian

•  BruceFyfe,Head,UserExperience&UserServices• MiriamLeslie,UserExperienceLibraryAssistant•  AlisonWetheral,StudentEngagement&OutreachLibrarian

•  SarahWoloschuk,UserExperienceLibraryAssistant

Turning the UX lens on ourselves

Today’s Agenda•  Intro:Institution&Context•  BuildingtheUXTeam•  OurValues•  BuildingCommunication•  BuildingUXCulture•  What'sNext?

Turning the UX lens on ourselves

Takeaways

•  TipsandtricksforbuildingadedicatedUXfunctionalteamfromscratch

• Howtoconstructteamknowledgemanagementbestpractices

•  StrategiesforbreakingdownsilosandspreadingacultureofUXacrossanorganization

Turning the UX lens on ourselves

TheStrategicPlan&OrganizationalRenewal

Institution & Context

Turning the UX lens on ourselves

BUILDING THE UX TEAM “WhatdoesaUXteamdo?”

Turning the UX lens on ourselves

Building the UX Team •  Ouroriginstoryandorganizationalconfusionabout"userexperience"

•  Applyinguserexperiencedesignprinciplestoourownwork

Turning the UX lens on ourselves

The Politics of Contacts

Turning the UX lens on ourselves

LIVING OUR VALUES (OR TRYING TO) Beingintentionalinourwork:

Turning the UX lens on ourselves

1)  Failforward2)  Beagile3)  Solverealproblems

UX Group Values

Turning the UX lens on ourselves

Failureisnotanoption.

Turning the UX lens on ourselves

“Thosethatcatch,correct,andlearnfromfailurebeforeothersdowillsucceed.Thosethatwallowintheblamegamewillnot.”–AmyEdmonson,HarvardBusinessReview,2011�

Turning the UX lens on ourselves

Value 1: Iteration Failure is not an the option.

Weiterate.Wefailforward.

Turning the UX lens on ourselves

Value 2: Be Agile. • TheAgileManifesto(2001)• Customer/userfirst• Collaborationisessential• Keepitsimple

Turning the UX lens on ourselves

Initiating Planning Executing Controlling Closing

Traditional Project Cycle

Turning the UX lens on ourselves

Executing

Controlling

Planning

x a billion

Agile Project Cycle

Turning the UX lens on ourselves

Value 3: Solve real problems

•  Understanduserstories•  Imaginesuccess•  Determinetherootcause

Turning the UX lens on ourselves

The5Whys:Therobotontheproductionlinestopsworking.1)  Whydidtherobotstop?Thecircuithasoverloaded,causingafusetoblow.2)  Whyisthecircuitoverloaded?Therewasinsufficientlubricationonthebearings,sotheylockedup.3)Whywasthereinsufficientlubrication?Theoilpumpontherobotisnotcirculatingsufficientoil?4)Whyisn’titcirculatingsufficientoil?Thepumpintakeiscloggedwithmetalshavings.5)Whyisitclogged?Becausethereisnofilteronthepump.

Turning the UX lens on ourselves

Activity Organizeintogroupsof3-4.Shareyourpost-itwithyourgroupmembers.Pickoneissuefromthegroup.Usethe5whysframework(askwhy5times…)Determinetherootcauseontheissue.

The5WhysProcess1)  Collectivelydevelopa

problemstatement.

2)  Askthefirstwhy:WhydidXproblemtakeplace?

3)  Recordallpossiblereasons.Askwhyagainforsub-reasonsandsoon.

4)  Identifyrootcause.

5)  Takeaction.

Turning the UX lens on ourselves

BUILDING GOOD COMMUNICATION FROM SCRATCH

Howweworktogetherasateam:

Turning the UX lens on ourselves

Choosing a tool is not the same as developing a plan

Turning the UX lens on ourselves

Building a communication plan: the process

1.  Determineneeds�2.  Createaplan�3.  Beintentionalaboutusingtheplan�4.  Regularlyreflectandmakechanges�5.  Repeatsteps3and4

Turning the UX lens on ourselves

DeterminingNeeds:Holdingacommunicationbrainstormingsession

Turning the UX lens on ourselves

Creating a Plan

•  Whatgoesintotheplan?•  Whatdoesitlooklike?•  Whatdoyoudowithit?

Turning the UX lens on ourselves

Beingintentionalaboutusingtheplan

•  Committousingyourplan•  Beopenandhonestaboutissues•  Setasidetimeforcritique•  Usetrialanderror

Turning the UX lens on ourselves

But what about the rest of the library?

Source:https://lotr.fandom.com/

Turning the UX lens on ourselves

BUILDING UX CULTURE Howweengagethebroadercommunity:

Turning the UX lens on ourselves

UX Library Lab • WhatistheUXLibraryLab?• Wheredidtheinspirationbehinditcomefrom?

Turning the UX lens on ourselves

Turning the UX lens on ourselves

MicroTalks •  Neededtoincreasethevalue&interestoftheUXLibraryLab,buthow?

•  MicroTalks• 20-40minutetalks,followedbyaQ&Adiscussion• TopicsarerelatedtoUXorofgeneralinterest

•  Success?•  Staffareinterested!•  Staffareengaged!

Turning the UX lens on ourselves

WHAT’S NEXT? OurongoingeffortstobuildUXculture…

Turning the UX lens on ourselves

What’s next?

•  TheUXCafé•  Alightweightpop-up,weeklyassessmentclinic.•  Promotesquickandeasyuserfeedback•  InspirationfromZoeChao'sarticle,RethinkingUserExperienceStudiesinLibraries:TheStoryoftheUXCafé

Turning the UX lens on ourselves

Turning the UX lens on ourselves

What’s next?

•  CommunicatingwiththerestofWesternLibraries

Turning the UX lens on ourselves

What’s next?

Resources Chao,Z.(2019).RethinkingUserExperienceStudiesinLibraries:TheStoryoftheUXCafé.Retrievedfromhttp://dx.doi.org/10.3998/weave.12535642.0002.203Cline,A.(2015).Agiledevelopmentfortherealworld.Apress.�Denning,S.(2018).Theageofagile:Howsmartcompaniesaretransformingthewayworkgetsdone.NewYork:AmericanManagementAssociation.�Edmondson,A.(2011).StrategiesforLearningfromFailure.HarvardBusinessReview,89(4).Retrievedfromhttp://search.proquest.com/docview/859538882/Hartson,R.,Pyla,P.(2019).TheUXbook:AgileUXdesignforaqualityuserexperience.Cambridge:MorganKaufmann.�Hoogveld,M.(2018).Agilemanagement:Thefastandflexibleapproachtocontinuousimprovementandinnovationinorganizations.NewYork:BusinessExpertPress.�Ohno,Taiichi.(1988).Toyotaproductionsystem:beyondlarge-scaleproduction.Cambridge:ProductivityPress.Ries,Eric.(2011).Theleanstartup:howtoday’sentrepreneursusecontinuousinnovationtocreateradicallysuccessfulbusinesses.NewYork:CrownBusiness.Toyoda,Sakichi.(n.d.)InWikipedia.RetrievedMay32018,https://en.wikipedia.org/wiki/Sakichi_ToyodaSeiter,Courtney(2018).“The5whysprocessweusetounderstandtherootofanyproblem”.https://open.buffer.com/5-whys-process/Serrat,O.(2017).“Thefivewhystechnique.”In:KnowledgeSolutions.Singapore:Springer.https://link.springer.com/chapter/10.1007%2F978-981-10-0983-9_32

Turning the UX lens on ourselves

Sections Takeaways

ContactUs:wl-uxg@uwo.ca

• Intro:Institution&Context�• BuildingtheUXTeam�• OurValues�• BuildingCommunication�• BuildingUXCulture�• What'sNext?

TipsandtricksforbuildingadedicatedUXfunctionalteamfromscratchHowtoconstructteamknowledgemanagementbestpracticesStrategiesforbreakingdownsilosandspreadingacultureofUXacrossanorganization

Turning the UX lens on ourselves