DONNA LICHAW | @DLICHAW | GREATNORTHELECTRIC.COM

TAKE MY JOB!

2

@dlichaw

3

http://inuseful.se/fredagskul-ux-superhero/

Take My Job! @dlichaw | greatnorthelectric.com

FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY

COPING STRATEGIES

Take My Job! @dlichaw | greatnorthelectric.com

FOSTER CREATIVITY SKETCHINGWIREFRAMES + MOCKUPSPROTOTYPES MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY

COPING STRATEGIES

Take My Job! @dlichaw | greatnorthelectric.com

BENOÎT CHIEF FINANCIAL OFFICER

Take My Job! @dlichaw | greatnorthelectric.com

BENOÎT CHIEF FINANCIAL OFFICER

Take My Job! @dlichaw | greatnorthelectric.com

“THANK YOU”

Take My Job! @dlichaw | greatnorthelectric.com

https://www.flickr.com/photos/68751915@N05/6355836713

BENOÎT CONTROLS THE BUDGET

BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF

Take My Job! @dlichaw | greatnorthelectric.com

BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF

Take My Job! @dlichaw | greatnorthelectric.com

TEACH BEN

Take My Job! @dlichaw | greatnorthelectric.com

MAKE BEN LOOK GOOD*

* BEN ALSO CONTROLS THE BUDGET

ED & ALI LEAD ENGINEER

ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS

PROBLEM SOLVERS

Take My Job! @dlichaw | greatnorthelectric.com

ED & ALI LEAD ENGINEER

ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS

PROBLEM SOLVERS

Take My Job! @dlichaw | greatnorthelectric.com

LOCK THEM AWAY FOR A MORNING

ED & ALI LEAD ENGINEER

ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS

PROBLEM SOLVERS

Take My Job! @dlichaw | greatnorthelectric.com

UNLOCK POTENTIAL

FOSTER CREATIVITY MAKE OTHERS USEFUL INTERVIEW NOTESDATA MODELS & PERSONAS USER INTERVIEWS & TESTS PROMOTE ACCOUNTABILITY

COPING STRATEGIES

SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN

SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN !

ASK SUE TO TAKE NOTES

SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN !

CREATES BUY-IN

LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING

Take My Job! @dlichaw | greatnorthelectric.com

LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING

Take My Job! @dlichaw | greatnorthelectric.com

GIVE LISA A PROJECT TO DO

LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING

Take My Job! @dlichaw | greatnorthelectric.com

HELP LISA DO HER JOB

DAVID FOUNDER DAVID NEEDS “UX”

NOT USER RESEARCH

Take My Job! @dlichaw | greatnorthelectric.com

DAVID FOUNDER DAVID NEEDS “UX”

NOT USER RESEARCH

Take My Job! @dlichaw | greatnorthelectric.com

GET DAVID OUT OF THE BUILDING*

* WORKING FOR YOU

DAVID FOUNDER DAVID NEEDS “UX”

NOT USER RESEARCH

Take My Job! @dlichaw | greatnorthelectric.com

HELP DAVID DO HIS JOB

FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY

COPING STRATEGIES

Take My Job! @dlichaw | greatnorthelectric.com

Take My Job! @dlichaw | greatnorthelectric.com

DONNA FIXER WANT TO MAKE THINGS BETTER

Take My Job! @dlichaw | greatnorthelectric.com

! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7!!!

!

!• 6/6!were!finally!able!to!add!a!coke!to!their!bag!

Task!5:!Actually,!make!that!two!cokes.!

• 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!!

• 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and!

navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two!

separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2!

Severity:!Negligible!

Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order!

what!we!have.!

• 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu!

• Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app!

didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to!

reach!the!bag!in!one!click!rather!than!the!two!required.!

DONNA FIXER WANT TO MAKE THINGS BETTER

Take My Job! @dlichaw | greatnorthelectric.com

! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7!!!

!

!• 6/6!were!finally!able!to!add!a!coke!to!their!bag!

Task!5:!Actually,!make!that!two!cokes.!

• 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!!

• 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and!

navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two!

separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2!

Severity:!Negligible!

Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order!

what!we!have.!

• 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu!

• Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app!

didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to!

reach!the!bag!in!one!click!rather!than!the!two!required.!

DONNA FIXER WANT TO MAKE THINGS BETTER

CRICKETS

Take My Job! @dlichaw | greatnorthelectric.com

! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7!!!

!

!• 6/6!were!finally!able!to!add!a!coke!to!their!bag!

Task!5:!Actually,!make!that!two!cokes.!

• 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!!

• 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and!

navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two!

separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2!

Severity:!Negligible!

Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order!

what!we!have.!

• 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu!

• Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app!

didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to!

reach!the!bag!in!one!click!rather!than!the!two!required.!

DONNA FIXER WANT TO MAKE THINGS BETTER

FA = −FB

Take My Job! @dlichaw | greatnorthelectric.com

COLLABORATIVE PRIORITIZIATION

IMG: HOLDING HANDS

Take My Job! @dlichaw | greatnorthelectric.com

COLLABORATE

EVERYONE WANTS TO BE A HERO

Take My Job! @dlichaw | greatnorthelectric.com

Take My Job! @dlichaw | greatnorthelectric.com

DAVID Created a product that

people use, love, and pay forLISA

Got fewer complaints

BENOIT Felt useful

BEN Launched on time

SUE Increased engagement

ED & ALI Increased engagement

Take My Job! @dlichaw | greatnorthelectric.com

WHO IS YOUR USER? WHAT IS THEIR GOAL?

WHAT PROBLEM DO THEY HAVE? HOW CAN YOU: FOSTER CREATIVITY?

MAKE THEM USEFUL?

PROMOTE ACCOUNTABILITY?} MAKE THEM

A HERO

Take My Job! @dlichaw | greatnorthelectric.com

FA = −FB

HEROA = −HEROB

Take My Job! @dlichaw | greatnorthelectric.com

DAVID Asked me back and refers me

EMMA Lost touch

BENOIT Moved back to France

BEN Hired me for another project

SUE Hired me for another project

ED & ALI Asked me back and refers me

THEY’RE A HERO YOU’RE A HERO

Take My Job! @dlichaw | greatnorthelectric.com

THANK YOU.Donna Lichaw

@dlichaw greatnorthelectric.com