UX As A Service: 5 Strategies to Elevate Design Thinking In Your Organization

UX AS A SERVICE5 Strategies To Elevate Design Thinking In Your Organization

Brandon E.B. Ward

Senior Experience Designer

MEExperience Designer, Musician, Husband, Daddy x4, Kung Fu Fighter, Bald & Happy.

!

@uxward

nonlinear.me

uxd.me

improvingux.com

a

A

H

http://twitter.com/uxwardhttp://nonlinear.mehttp://uxd.mehttp://improvingux.com

5 STRATEGIES TO ELEVATE DESIGN THINKING IN YOUR ORGANIZATION


Communication

Cooperation

Delegation

Humility

Consistency

THE END

DESIGN - WHAT IS IT?

TOO SPECIFIC!

Combining empathy for the context of a problem, creativity in the generation of insights and solutions, and rationality in analyzing and fitting various solutions to the problem context.

DESIGN IS:

Tom Kelley and Dave Kelley, Creative Confidence, pages 19-20


DESIGN IS:

DESIGN == SOLVING PROBLEMS

Uncertainty / Patterns / Insights Clarity / Focus

Research Concept / Prototype InnovationIdea from www.creativityatwork.com/

Uncertainty / Patterns / Insights Clarity / Focus

Research Concept / Prototype Innovation

DESIGN


What problems are my designs attempting to solve?

GOOD DESIGN - WHO CARES?

MEDIA ARE REALITYIndividuals interactions with computers, television, and new media are fundamentally social and natural, just like interactions in real life.

Reeves, B., & Nass, C. (1996). The Media Equation. page 5

GOOD PERSON == TRUST

GOOD DESIGN == TRUST

STEPHEN P. ANDERSON We identify with (or avoid) certain personalities

Trust is related to personality

Perception & expectations are linked with personality

Consumers choose products that are an extension of themselves

We treat sufficiently advanced technology as though it were human

Stephen P. Anderson, Seductive Interaction Design., pages 27-28

BUT DO THE NUMBERS SUPPORT THIS?

$1.1 trillion of all retail sales in 2011 were "web-influenced."

"We don't need to invest much in the website - we're a brick and mortar store."

48% of users say that if they arrive on a business site that isn't working well on mobile, they take it as an indication of the business simply not caring.

"Worry about the desktop site for now - we'll worry about mobile later."

62% of companies that designed a website specifically for mobile had increased sales.

Only 55% of companies are currently conducting any online user experience testing.

"How can we outsell the competition with design? I need numbers!"

Design driven businesses have outperformed Americas Standard & Poors 500 large publicly traded companiesby a massive 228%.

95% of people agreed with the statement that "good user experience just makes sense."

"Our customers are accountants - they don't care what it looks like, they just want it to work."

GOOD DESIGN == TRUST

Erik Flowers

How are your customer enragement metrics?

GOOD DESIGN - WHO DOES IT?


UX / UI / Graphic

GOOD DESIGN - WHO DOES IT?UX / UI / Graphic

Marketing / Sales / Advertising

UX / UI / Graphic

GOOD DESIGN - WHO DOES IT?Marketing / Sales /

Advertising

Developers / Architects / QA

UX / UI / Graphic

GOOD DESIGN - WHO DOES IT?Marketing / Sales /

Advertising

Developers / Architects / QA

Management / Stakeholders

UX / UI / Graphic


Marketing / Sales / Advertising

Developers / Architects / QAManagement / Stakeholders

GOOD DESIGN - WHO DOES IT?Someone

Someone

Someone

Someone

UX ALL THE THINGS

Me

Its called a team and not a bunch of automatons for a reason.

TEAMWORK IS:

Silos Exchanges

Exclusion Inclusion

SILOS VS EXCHANGES

EXCLUSION VS INCLUSION

EXCLUSION VS INCLUSION

# of NOs!

Amount of Involvement

DESIGNERS CAN BE BRIDGES

Troy Parke, Partnering with Key Stakeholders in UX Strategy

At its core UX is not a deliverable, but a business strategy and competitive advantage in the marketplace.


http://uxhow.com/stakeholders

Diplomacy & ConsensusActual UX Deliverables

What UX Designers Do

At its core UX is not a deliverable, but a business strategy and competitive advantage in the marketplace.


Troy Parke, Partnering with Key Stakeholders in UX Strategy

http://uxhow.com/stakeholders

WERE PEOPLE PEOPLE!

ASK YOURSELF Why should my team care about design?

If __________ were involved earlier wed avoid all sorts of problems!

What specific things can I do that will encourage teamwork, exchanges and inclusion?

What problems have I seen because not everyone had a chance to participate early enough?

HOW DO I DO THAT?


Communication

Cooperation

Delegation

Humility

Consistency

5 STRATEGIES TO ELEVATE DESIGN THINKING

Communication Cooperation Delegation Humility Consistency

CONSTANT



OPEN



LIVING ARTIFACTS



CONSTANT



OPEN

No judgment

Honest

Transparent

Constructive



LIVING ARTIFACTS



SKETCHES

PROTOTYPES

WIKIS

FORUMS

CHAT / IRC

EMAIL

WORKING ON WALLS

ROCKETBOARD

LIVING ARTIFACTS



DEAD ARTIFACTSWORD

POWERPOINT

PDF

EXCEL

PHOTOSHOP

ATTACHMENTS

Me

Our tools for communication need to favor collaboration over fidelity. Who cares how pretty it is if nobody looks at it?

ASK YOURSELF What are my teams primary communication methods? How might a wiki or IRC

improve it?

What dead artifacts can I replace with living ones?

What aspect of my communication needs improvement?

How open, transparent and inclusive is our process?

CHALLENGE: Get your team to try a new tool you feel will help facilitate constant, open, living communication for 30 days.



EXCHANGE



TRUST



EDUCATE


EXCHANGE




EXCHANGE

Foster A Peer Culture

Share Everything

Ask Lots of Questions

Counsel One Another



TRUST

FLEXIBILITY

is dependent on



TRUSTHIRING WELL



EDUCATE



EDUCATE

Teach A Class

Cross-Train Teammates

Lunch & Learn

Peer 1:1 Reviews

MANAGING HUMANS

Michael Lopp

!

http://randsinrepose.com/

http://randsinrepose.com/

ASK YOURSELF

Am I learning enough from my teammates?

What ONE thing could I teach my team that would help everybody?

How often do I mingle casually with the team?

CHALLENGE: Whos your nemesis? Invite them to lunch and/or drinks. Build bridges & see things through their eyes. Bonus: Your treat.



EMPOWER



ENCOURAGE



ACCOUNTABLE


EMPOWER


Belasco, James A. and Stayer, Ralph C., Flight of the Buffalo

The key to organizational success today is in getting the people to want to own the responsibility for their own performance.


Belasco, James A. and Stayer, Ralph C., Flight of the Buffalo

In our free and democratic society, employees park their rights (and usually their sweat) -- along with their brains -- at the doorToo many people in organizations are subjected to authoritarian, and what they believe to be unreasonable, treatment.



ENCOURAGE


rowyn Sky Ward

Daddy, next time youre fired, lets move to Ireland!


ACCOUNTABLE



ACCOUNTABLE5 STRATEGIES TO ELEVATE DESIGN THINKING

The right person

Clear expectations

Appropriate oversight



The right person

Clear expectations


Dont post job openings - just post youre hiring smart, cool people who may apply when interested.

!

Always hire candidates you love, even if you don't know exactly what they'll do or how they'll fit in. They're awesome and will help you figure it out.



The right person

Clear expectations


Constant, Open, Living Communication

!

Set S.M.A.R.T. Goals

!

1 year later job posting heres what youve done



The right person

Clear expectations


Hire Smart

Make teammates accountable to one another!

Constant, Open, Living Communication

Empower them

Reward them

ASK YOURSELF

What am I doing that might be robbing my team of power and motivation?

When was the last time I held a teammates feet to the fire, or vice versa?

Is success clearly defined for me? What about everyone else?

CHALLENGE: Discover something a teammate loves (e.g. Star Wars), buy/make a [thing] and next time they do something deserving, reward them with it. Bonus: Get them to pay it forward



SHADOW LEADERSHIP



CONSTRUCTIVE CRITICISM



ACTIVE LISTENING


SHADOW LEADERSHIP



SHADOW LEADERSHIP5 STRATEGIES TO ELEVATE DESIGN THINKING

Lead with Questions

Put them on a path, get out of the way, course correct when necessary

Give credit where credit is due

Peter Drucker

My greatest strength as a consultant is to be ignorant and ask a few questions.


SHADOW LEADERSHIP


SHADOW LEADERSHIP5 STRATEGIES TO ELEVATE DESIGN THINKING

How will I know the answers if I dont ask the right questions?

How will they know the answers if I dont ask the right questions?

Dont know what to ask? Start with Why, keep asking Why. Repeat.

Me

The best solutions are found when you find the right problems. The right problems are found by asking the right questions.


SHADOW LEADERSHIP




Good intentions

Avoid emotion

Right time, Right place

Critique sandwich

Smile

Be specific - only pick 1 or 2 things

Focus on the future

Ask them for ideas/solutions

End on a high note

Follow up


ACTIVE LISTENING


L.E.A.P.S. Listen

Emulate

Ask Questions

Paraphrase

Summarize

ACTIVE LISTENING

Henry F. De Sio

We need a re-wiring of our collective thinking about leadership in this new era in which everyone leads. Leadership in this context isnt linear; its omnidirectional.

ASK YOURSELF Am I in a position to practice some shadow leadership? If not, what

must I do to get there?

How can I lead by example in respect to criticism?

How will practicing Active Listening improve my teams relationships?

CHALLENGE: Spend an entire meeting only listening and asking questions.



The key is to define just one or two things that ensure success and do those things consistently. Weldon Long, The Power of Consistency


Communication

Cooperation

Delegation

Humility

Consistency



ONE MORE THING

5 STRATEGIES

TO

UX ALL THE THINGS!

Brian Sullivan - Creator

Brian Sullivan - Founder

Jay Schuh - Creator

information architecture usability testing User experience design user research User interface Front end development

unit testing quality assurance backend development sql databases product ownership executives

5 STRATEGIES

TO

UX ALL THE THINGS!

THANK YOU!

@uxward

nonlinear.me

uxd.me

improvingux.com

a

A

H

http://twitter.com/uxwardhttp://nonlinear.mehttp://uxd.mehttp://improvingux.com

UX As A Service: 5 Strategies to Elevate Design Thinking In Your Organization

Leadership & Management

Transcript of UX As A Service: 5 Strategies to Elevate Design Thinking In Your Organization