1. UX AS A SERVICE5 Strategies To Elevate Design Thinking In Your OrganizationBrandon E.B. WardSenior Experience Designer

2. MEExperience Designer, Musician, Husband,Daddy x4, Kung Fu Fighter, Bald & Happy.!@uxwardnonlinear.meuxd.meimprovingux.comaAH 3. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIN YOUR ORGANIZATION 4. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIN YOUR ORGANIZATIONCommunicationCooperationDelegationHumilityConsistency 5. THE END 6. DESIGN - WHAT IS IT? 7. TOO SPECIFIC! 8. Combining empathy for the context of aproblem, creativity in the generation ofinsights and solutions, and rationality inanalyzing and fitting various solutions tothe problem context. DESIGN IS:Tom Kelley and Dave Kelley, Creative Confidence, pages 19-20 9. Combining empathy for the context of aproblem, creativity in the generation ofinsights and solutions, and rationality inanalyzing and fitting various solutions tothe problem context. DESIGN IS: 10. DESIGN IS:Combining empathy for the context of aproblem, creativity in the generation ofinsights and solutions, and rationality inanalyzing and fitting various solutions tothe problem context. 11. DESIGN == SOLVING PROBLEMS 12. Uncertainty / Patterns / Insights Clarity / FocusResearch Concept / Prototype InnovationIdea from www.creativityatwork.com/ 13. DESIGNUncertainty / Patterns / Insights Clarity / FocusResearch Concept / Prototype Innovation 14. DESIGN == SOLVING PROBLEMSWhat problems are my designs attempting to solve? 15. GOOD DESIGN - WHO CARES? 16. MEDIA ARE REALITYIndividuals interactions with computers,television, and new media arefundamentally social and natural, just likeinteractions in real life.Reeves, B., & Nass, C. (1996). The Media Equation. page 5 17. GOOD PERSON == TRUST 18. GOOD DESIGN == TRUST 19. STEPHEN P. ANDERSON We identify with (or avoid) certain personalities Trust is related to personality Perception & expectations are linked withpersonality Consumers choose products that are anextension of themselves We treat sufficiently advanced technology asthough it were humanStephen P. Anderson, Seductive Interaction Design., pages 27-28 20. BUT DO THE NUMBERS SUPPORT THIS? 21. "We don't need to invest much in the website - we're abrick and mortar store."$1.1 trillion of all retail sales in 2011 were "web-influenced." 22. "Worry about the desktop site for now - we'll worry aboutmobile later."48% of users say that if they arrive on a business site that isn't working well onmobile, they take it as an indication of the business simply not caring.62% of companies that designed a website specifically for mobile hadincreased sales. 23. "How can we outsell the competition with design? I neednumbers!"Only 55% of companies are currently conducting any online user experience testing.Design driven businesses have outperformed Americas Standard & Poors 500 largepublicly traded companies by a massive 228%. 24. "Our customers are accountants - they don't care what itlooks like, they just want it to work."95% of people agreed with the statement that "good user experience just makes sense." 25. GOOD DESIGN == TRUST 26. How are your customer enragement metrics?Erik Flowers 27. GOOD DESIGN - WHO DOES IT? 28. GOOD DESIGN - WHO DOES IT?UX / UI / Graphic 29. GOOD DESIGN - WHO DOES IT?UX / UI / GraphicMarketing / Sales / Advertising 30. GOOD DESIGN - WHO DOES IT?UX / UI / GraphicMarketing / Sales /AdvertisingDevelopers / Architects / QA 31. GOOD DESIGN - WHO DOES IT?UX / UI / GraphicMarketing / Sales /AdvertisingManagement / StakeholdersDevelopers /Architects / QA 32. GOOD DESIGN - WHO DOES IT?UX / UI / GraphicMarketing / Sales / AdvertisingDevelopers / ArchitMecatnsa g/ eQmAent / Stakeholders 33. GOOD DESIGN - WHO DOES IT?SomeoneSomeoneSomeoneSomeoneUX 34. ALL 35. THE 36. THINGS 37. Its called a team and not a bunch of automatons for a reason.Me 38. TEAMWORK IS: Silos Exchanges Exclusion Inclusion 39. SILOS VS EXCHANGES 40. EXCLUSION VS INCLUSION 41. EXCLUSION VS INCLUSION 42. EXCLUSION VS INCLUSION 43. EXCLUSION VS INCLUSION# 44. of 45. NOs!Amount 46. of 47. Involvement 48. DESIGNERS CAN BE BRIDGES 49. DESIGNERS CAN BE BRIDGESAt its core UX is not a deliverable, buta business strategy and competitiveadvantage in the marketplace.Troy Parke, Partnering with Key Stakeholders in UX Strategy 50. DESIGNERS CAN BE BRIDGESDiplomacy & ConsensusActual UX DeliverablesWhat UX Designers DoAt its core UX is not a deliverable, buta business strategy and competitiveadvantage in the marketplace.Troy Parke, Partnering with Key Stakeholders in UX Strategy 51. WERE PEOPLE PEOPLE! 52. 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, exchangesand inclusion? What problems have I seen because not everyone had a chance toparticipate early enough? 53. HOW DO I DO THAT? 54. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIN YOUR ORGANIZATION 55. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIN YOUR ORGANIZATIONCommunicationCooperationDelegationHumilityConsistency 56. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCONSTANTCommunication Cooperation Delegation Humility Consistency 57. 5 STRATEGIES TO ELEVATE DESIGN THINKINGOPENCommunication Cooperation Delegation Humility Consistency 58. 5 STRATEGIES TO ELEVATE DESIGN THINKINGLIVING ARTIFACTSCommunication Cooperation Delegation Humility Consistency 59. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCONSTANTCommunication Cooperation Delegation Humility Consistency 60. 5 STRATEGIES TO ELEVATE DESIGN THINKINGOPENNo judgmentHonestTransparentConstructiveCommunication Cooperation Delegation Humility Consistency 61. 5 STRATEGIES TO ELEVATE DESIGN THINKINGLIVING ARTIFACTSCommunication Cooperation Delegation Humility Consistency 62. 5 STRATEGIES TO ELEVATE DESIGN THINKINGLIVING ARTIFACTSSKETCHESPROTOTYPESWIKISFORUMSCHAT / IRCEMAILWORKING ON WALLSROCKETBOARDCommunication Cooperation Delegation Humility Consistency 63. 5 STRATEGIES TO ELEVATE DESIGN THINKINGDEAD ARTIFACTSWORDPOWERPOINTPDFEXCELPHOTOSHOPATTACHMENTSCommunication Cooperation Delegation Humility Consistency 64. Our tools for communication need to favorcollaboration over fidelity. Who cares how pretty it isif nobody looks at it?Me 65. ASK YOURSELF What are my teams primary communication methods? How might a wiki or IRCimprove 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. 66. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCommunication Cooperation Delegation Humility Consistency 67. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEXCHANGECommunication Cooperation Delegation Humility Consistency 68. 5 STRATEGIES TO ELEVATE DESIGN THINKINGTRUSTCommunication Cooperation Delegation Humility Consistency 69. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEDUCATECommunication Cooperation Delegation Humility Consistency 70. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEXCHANGECommunication Cooperation Delegation Humility Consistency 71. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEXCHANGEAsk Lots ofQuestionsFoster APeer CultureCounsel OneAnotherShareEverythingCommunication Cooperation Delegation Humility Consistency 72. 5 STRATEGIES TO ELEVATE DESIGN THINKINGTRUSTCommunication Cooperation Delegation Humility Consistency 73. FLEXIBILITY 74. 5 STRATEGIES TO ELEVATE DESIGN THINKINGHIRING WELLTRUSTis dependent onCommunication Cooperation Delegation Humility Consistency 75. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEDUCATECommunication Cooperation Delegation Humility Consistency 76. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEDUCATELunch &LearnTeach AClassPeer 1:1ReviewsCross-TrainTeammatesCommunication Cooperation Delegation Humility Consistency 77. MANAGINGHUMANSMichael Lopp!http://randsinrepose.com/ 78. 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/ordrinks. Build bridges & see things through their eyes. Bonus: Your treat. 79. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCommunication Cooperation Delegation Humility Consistency 80. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEMPOWERCommunication Cooperation Delegation Humility Consistency 81. 5 STRATEGIES TO ELEVATE DESIGN THINKINGENCOURAGECommunication Cooperation Delegation Humility Consistency 82. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLECommunication Cooperation Delegation Humility Consistency 83. 5 STRATEGIES TO ELEVATE DESIGN THINKINGEMPOWERCommunication Cooperation Delegation Humility Consistency 84. 5 STRATEGIES TO ELEVATE DESIGN THINKINGThe key to organizational success today is in gettingthe people to want to own the responsibility for theirown performance.Belasco, James A. and Stayer, Ralph C., Flight of the Buffalo 85. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIn our free and democratic society, employees park theirrights (and usually their sweat) -- along with their brains --at the doorToo many people in organizations aresubjected to authoritarian, and what they believe to beunreasonable, treatment.Belasco, James A. and Stayer, Ralph C., Flight of the Buffalo 86. 5 STRATEGIES TO ELEVATE DESIGN THINKINGENCOURAGECommunication Cooperation Delegation Humility Consistency 87. Daddy, next time youre fired, lets move to Ireland!rowyn Sky Ward 88. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLECommunication Cooperation Delegation Humility Consistency 89. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLE The right person Clear expectations Appropriate oversightCommunication Cooperation Delegation Humility Consistency 90. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLE The right personClear expectationsAppropriate oversightDont post job openings - just post youre hiringsmart, cool people who may apply wheninterested.!Always hire candidates you love, even if youdon't know exactly what they'll do or how they'llfit in. They're awesome and will help you figure itout.Communication Cooperation Delegation Humility Consistency 91. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLEThe right person Clear expectationsAppropriate oversightConstant, Open, Living Communication!Set S.M.A.R.T. Goals!1 year later job posting heres what youve doneCommunication Cooperation Delegation Humility Consistency 92. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACCOUNTABLEThe right personClear expectations Appropriate oversightHire SmartMake teammates accountable to one another!Constant, Open, Living CommunicationEmpower themReward themCommunication Cooperation Delegation Humility Consistency 93. 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 themwith it. Bonus: Get them to pay it forward 94. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCommunication Cooperation Delegation Humility Consistency 95. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIPCommunication Cooperation Delegation Humility Consistency 96. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCONSTRUCTIVE CRITICISMCommunication Cooperation Delegation Humility Consistency 97. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACTIVE LISTENINGCommunication Cooperation Delegation Humility Consistency 98. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIPCommunication Cooperation Delegation Humility Consistency 99. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIP Lead with Questions Put them on a path, get out of the way, course correct when necessary Give credit where credit is dueCommunication Cooperation Delegation Humility Consistency 100. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIPMy greatest strength as a consultant is to beignorant and ask a few questions.Peter Drucker 101. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIP 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.Communication Cooperation Delegation Humility Consistency 102. DESIGN == SOLVING PROBLEMS 103. 5 STRATEGIES TO ELEVATE DESIGN THINKINGSHADOW LEADERSHIPThe best solutions are found when you findthe right problems. The right problems arefound by asking the right questions.Me 104. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCONSTRUCTIVE CRITICISMCommunication Cooperation Delegation Humility Consistency 105. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCONSTRUCTIVE CRITICISM 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 upCommunication Cooperation Delegation Humility Consistency 106. 5 STRATEGIES TO ELEVATE DESIGN THINKINGACTIVE LISTENINGCommunication Cooperation Delegation Humility Consistency 107. ACTIVE LISTENINGL.E.A.P.S. Listen Emulate Ask Questions Paraphrase Summarize 108. We need a re-wiring of our collective thinking aboutleadership in this new era in which everyone leads.Leadership in this context isnt linear; itsomnidirectional.Henry F. De Sio 109. ASK YOURSELF Am I in a position to practice some shadow leadership? If not, whatmust 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 askingquestions. 110. 5 STRATEGIES TO ELEVATE DESIGN THINKINGCommunication Cooperation Delegation Humility Consistency 111. 5 STRATEGIES TO ELEVATE DESIGN THINKINGThe key is to define just one or two things thatensure success and do those things consistently. Weldon Long, The Power of ConsistencyCommunication Cooperation Delegation Humility Consistency 112. 5 STRATEGIES TO ELEVATE DESIGN THINKINGIN YOUR ORGANIZATIONCommunicationCooperationDelegationHumilityConsistency 113. 5 STRATEGIES TO ELEVATE DESIGN THINKINGONE MORE THING Communication Cooperation Delegation Humility Consistency 114. 5 STRATEGIESTOUX ALL THE THINGS! 115. CommunicationCooperationDelegationHumilityConsistency 116. Brian Sullivan - Creator 117. Brian Sullivan - Creator 118. CommunicationCooperationDelegationHumilityConsistency 119. Brian Sullivan - Founder 120. Jay Schuh - Creator 121. information architectureusability testingUser experience designuser researchUser interfaceFront end development 122. unit testingquality assurancebackend developmentsql databasesproduct ownershipexecutives 123. 5 STRATEGIESTOUX ALL THE THINGS! 124. CommunicationCooperationDelegationHumilityConsistency 125. THANK YOU!@uxwardnonlinear.meuxd.meimprovingux.comaAH