Empathy: Not just for the customer - Cal Rowston, Fjord
Transcript of Empathy: Not just for the customer - Cal Rowston, Fjord
![Page 1: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/1.jpg)
EMPATHYNOT JUST FOR THE CUSTOMER
![Page 2: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/2.jpg)
“The user should know to click that”
- Unspecified team member
![Page 3: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/3.jpg)
Cal’s Dad
![Page 4: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/4.jpg)
![Page 5: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/5.jpg)
![Page 6: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/6.jpg)
![Page 7: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/7.jpg)
![Page 8: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/8.jpg)
![Page 9: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/9.jpg)
![Page 10: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/10.jpg)
![Page 11: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/11.jpg)
![Page 12: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/12.jpg)
![Page 13: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/13.jpg)
![Page 14: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/14.jpg)
“The user should know to click that”
- Unspecified team member
![Page 15: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/15.jpg)
Cal
![Page 16: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/16.jpg)
Customers
![Page 17: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/17.jpg)
Team
![Page 18: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/18.jpg)
• Understand your colleagues
• Building trust isn’t easy - but it’s worth it
• Respect your colleagues
3 key messages
![Page 19: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/19.jpg)
WHAT IS CREATIVE CULTURE?
![Page 20: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/20.jpg)
CREATIVE CULTURE
![Page 21: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/21.jpg)
I WAS SPOILT
![Page 22: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/22.jpg)
UX LEAD
UXDESIGNER
UXDESIGNER
UXDESIGNER
UXDESIGNER
UX TEAM
![Page 23: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/23.jpg)
SCRUM TEAM
![Page 24: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/24.jpg)
OLD SCRUM TEAM
![Page 25: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/25.jpg)
Designers Scrum Team
NEW SCRUM TEAM
![Page 26: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/26.jpg)
AGENCY LIFE
![Page 27: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/27.jpg)
![Page 28: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/28.jpg)
HELP?
![Page 29: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/29.jpg)
TOUCHPOINTS OF A DESIGNER
![Page 30: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/30.jpg)
CLIENTWORKSHOP
CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM
iRiS STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Problem statementUser storiesSuccess metrics
PRESENT TOCLIENT
OUR DESIGN PROCESS
RESEARCHCompetitor analysisPersonasArchitectureCard sortExisting analyticsReview technical requirements
WIREFRAMESSketches/flat images orinteractive prototype
UI DESIGNVisual design, adhering tobrand guidelinesRapid Prototype to show interactionsHigher fidelity prototypewhere needed
WRITEACCEPTANCECRITERIAAdd to stories/tasks
STORY/TASKKICKOFFWalkthrough ofprototypes with dev’sand QAHandover of designs
DEVDaily catchups todiscuss progressVisual QAInteraction QADesign Sign Off Build
RELEASEPost release visual QA
MEASUREANDLEARNMonitor analyticsSurvey clients
USABILITYTESTING4-7 participantsCollate notes
Note all feedbackand amendsRequest signoff
PRESENTTO CLIENT
Feedback Feedback Feedback
Feedback
Testing notes
Participants
DESIGN TEAM
Feedback
CLIENT STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Feedback
DESIGN TEAM
Feedback
Note all feedbackand amendsRequest signoff
iRiS STAKEHOLDERS
Requirements
![Page 31: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/31.jpg)
CLIENTWORKSHOP
CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM
iRiS STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Problem statementUser storiesSuccess metrics
PRESENT TOCLIENT
OUR DESIGN PROCESS
RESEARCHCompetitor analysisPersonasArchitectureCard sortExisting analyticsReview technical requirements
WIREFRAMESSketches/flat images orinteractive prototype
UI DESIGNVisual design, adhering tobrand guidelinesRapid Prototype to show interactionsHigher fidelity prototypewhere needed
WRITEACCEPTANCECRITERIAAdd to stories/tasks
STORY/TASKKICKOFFWalkthrough ofprototypes with dev’sand QAHandover of designs
DEVDaily catchups todiscuss progressVisual QAInteraction QADesign Sign Off Build
RELEASEPost release visual QA
MEASUREANDLEARNMonitor analyticsSurvey clients
USABILITYTESTING4-7 participantsCollate notes
Note all feedbackand amendsRequest signoff
PRESENTTO CLIENT
Feedback Feedback Feedback
Feedback
Testing notes
Participants
DESIGN TEAM
Feedback
CLIENT STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Feedback
DESIGN TEAM
Feedback
Note all feedbackand amendsRequest signoff
iRiS STAKEHOLDERS
Requirements
![Page 32: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/32.jpg)
BUILDING RELATIONSHIPS
![Page 33: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/33.jpg)
BUILDING RELATIONSHIPS
![Page 34: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/34.jpg)
FULL STACK DEVELOPER• Bachelor’s degree required in Computer Science or related field
• Knowledge of multiple technologies including but not limited to HTML, XML, JavaScript, SQL
• Has to be proficient in devops
• Has to have a passion for code quality
• Believes in working in 10X productivity
![Page 35: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/35.jpg)
FULL STACK DEVELOPER• Must care about the design process
• Let the designer set the direction
• Must sketch with the designers
• Must attend usability testing
![Page 36: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/36.jpg)
BUILDING RELATIONSHIPS
![Page 37: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/37.jpg)
BUILDING RELATIONSHIPSTIPS FOR BUILDING RELATIONSHIPS
• Explore their interests
• Reminisce about their work history
• Welcome criticism
![Page 38: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/38.jpg)
WHINE AND DINE
![Page 39: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/39.jpg)
INDIVIDUAL BEHAVIOURTIPS FOR YOUR BEHAVIOUR
• Refrain from ‘me’, ‘myself’ or ‘I’
• Don’t be precious
• 1-2-1 time with team members
![Page 40: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/40.jpg)
(a+bi)i = ai+bi2 = -b+ai
![Page 41: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/41.jpg)
"Everyone who's ever taken a shower has had an idea. It's the person
who gets out of the shower, dries off and does something about it who
makes a difference.”
- Nolan Bushnell
![Page 42: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/42.jpg)
A CREATIVE CULTURE• Table tennis tables
• Nespresso machine
• Bean bags
• Chinos, jeans or trainers
![Page 43: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/43.jpg)
A CREATIVE CULTUREFOR A TEAM TO THRIVE WE MUST
• Understand each other
• Know what excites each other
• Understand each other’s strengths, weaknesses, goals
• Share a view of success
![Page 44: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/44.jpg)
EMPATHYNOT JUST FOR THE CUSTOMER
![Page 45: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/45.jpg)
Cal’s Dad
![Page 46: Empathy: Not just for the customer - Cal Rowston, Fjord](https://reader034.fdocuments.us/reader034/viewer/2022042908/58eca0031a28ab6f6b8b46ff/html5/thumbnails/46.jpg)
REFERENCESTHANKS TO THE FOLLOWING DESIGNERS FROM THE NOUN PROJECT FOR THESE ICONS
• Scott Lewis
• Krisada
• Luis Prado
• Gerald Wildmoser
• Arthur Shlain
• Ralph Schimitzer
• TukTuk
• Shashank Singh
• Ghan Khoon Lay
• Gregor Cresnar
• Delwar Hossain
• Johnathan Collie