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To understand your UX team and its impact, you need to focus around yourself, and apply UX techniques to learn about your own situation.
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CHANGING THE UX
MINDSET Gaining influence through collaboration
UX India | October 2014
Sarah Bloomer
SarahBloomer & Co | UXIndia 2014 1
@boolie
@boolie
You are here
SarahBloomer & Co | UXIndia 2014 2
Culture Collaboration Capability Maturity
@boolie
Acceptance of UX involves change
SarahBloomer & Co | UXIndia 2014 3
Skepticism
Curiosity
Acceptance
Partnership
Stop battling for acceptance
and get strategic
Ehrlich & Rohn, 1994
www.useit.com/alertbox/process_maturity.html
@boolie
What we are told:
SarahBloomer & Co | UXIndia 2014 4
“You need an
Executive Sponsor” “Invite everyone to
observe usability testing”
@boolie
We tend to get busy with UX
SarahBloomer & Co | UXIndia 2014 5 @boolie
…when you need to look beyond
SarahBloomer & Co | UXIndia 2014 6
Working with colleagues
Negotiate the UX role
Build awareness
Be strategic
@boolie
SarahBloomer & Co | UXIndia 2014 7
Techniques
Design process
Design principles
Tools
Development process
Coding constraints
UX is part of the whole
Soft Skills
Communication
Promoting UX
Domain expertise
Marketing
Finance
eComm
etc
Essential
Leadership
Management
Other skills
Writing
Facilitation
Divergent thinking
@boolie
What do UX practitioners need to
succeed?
SarahBloomer & Co | UXIndia 2014 8
The Hardest Soft Skills Mia Northrop @mnorthrop
Creative thinking
Communication
Problem solving
Analytical thinking
Active listening
Collaboration
Interviewing and observation
Persuasion and influence
Planning and organization
Teamwork
Soft skills UXers
Senior managers
Product managers
Facilitation
Critiquing
Consensus building
Building trust
Client management
Negotiation
@boolie
CULTURE
SarahBloomer & Co | UXIndia 2014 9 @boolie
Organization types
SarahBloomer & Co | UXIndia 2014 10
Software
Enterprise
Creative Agency
The software is the business
Software to support the business
Website or web apps to deliver services
Work with software companies and
enterprises to help them design user
experiences
@boolie
Each situation is unique
SarahBloomer & Co | UXIndia 2014
Business goals / drivers
Product(s)
& Team
Process
What How
Who When
and
and
Constraints
Company culture
The sum of the parts will give you
help determine the best approach
11 @boolie
Start with your culture
• Culture drives the values and norms that drive actions
• Cultures that deliver great experiences are:
• Adaptive
• Accepting of (reasonable) risk
• Accepting of (reasonable) failure
• Committed to quality
• Willing to prioritize
• Other-focused
SarahBloomer & Co | UXIndia 2014 12
K. Goodwin: Leading UX
UX London, April 2011
@boolie
Cultural values and myths
SarahBloomer & Co | UXIndia 2014 13
Actual company values are the behaviors, attitudes and skills that are
valued in fellow employees.
Myths are beliefs that reveal those values
Users don’t know what they want, we can design for ourselves
Companies create corporate values
that they aspire to
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10.Be Humble
Zappos.com
@boolie
SarahBloomer & Co | UXIndia 2014
Another angle on culture
Design centric
Engineering centric
Paul Sherman. Changing Processes and Cultures. Nov ‘07
Creative approach to design
Tend to design for designers—visually oriented
Technology driven
Have always owned the user interface
Believe they know their customers
Features over usability or user experience
Sales &
Marketing centric
Find ways to collaborate that match
the values of the culture
14 @boolie
Apply your design research skills
SarahBloomer & Co | UXIndia 2014 15
Get to know your co-workers
Field studies
To understand your co-workers and their
context of work
Personas
To enable you to design an effective process
Rich picture
To identify attitudes and behavior
@boolie
Field studies
SarahBloomer & Co | UXIndia 2014 16
• Interview and observe the people you work with:
product managers, analysts, quality engineers, scrum
team colleagues.
• Interview stakeholders to understand their goals
and beliefs.
• Be a product owner.
Storytelling:
How do they feel? What do they say? What do they complain
about? What do they boast about? What are they proud of?
Who do they admire in the company?
@boolie
Create personas of colleagues
SarahBloomer & Co | UXIndia 2014 17
Jen Fabrizi, 2013
@boolie
Rich picture
SarahBloomer & Co | UXIndia 2014 18
Competitors
Product
Owner
Business Analyst
Testers
Architect /
Tech Designer
Developers
UX Architect
Enterprise
Architect Business
Analyst Senior
Leadership
Teams
Customers
Which
company
do I trust?
What are people
like me doing and
saying?
What do
customer
s want?
What are our
competitors
doing?
Will it be on
time and on
$$?? Gotta block
for my
team!!
Do they get
what I want?
What do I
want?
They want
what, when? Scrum Master
External
Pressures
In-Group
Pressures
Internal
Pressures
Scrum
Team
The
Enterprise
PO Cabinet
LE
GE
ND
Mental
Models
Ideas
Let’s visualize it
together!
Use rich pictures to
“reason about work”;
(Monk & Howard,
1998)
J. Fabrizi, 2013
@boolie
SarahBloomer & Co | UXIndia 2014 19
operational model
capability
model
user research
interaction design
information architecture
usability engineering
visual design
content writing
front-end development
process
model
UX meta model
user-centered
taxonomies / ontology
knowledge in-flows & out-flows
capability interaction touch points
attitude & behavior model
waterfall
agile
leadership
logistics
staffing
sponsorship
funding
personas
scenarios
rich pictures
storyboards
Fabrizi, 2013
Modeling the user experience practice: a unified story
@boolie
FINAL TIPS
SarahBloomer & Co | UXIndia 2014 20 @boolie
Be a leader to drive change
• Communicate all the time
• Keep a learner’s mind
• Build trust in all directions
• Give credit where it’s due
• Stay out of the weeds
• Value your team
• Make time to mentor and coach
• Shut up and listen
SarahBloomer & Co | UXIndia 2014 21 @boolie
Collaborate in all directions
SarahBloomer & Co | UXIndia 2014 22
Adjacent teams
Colleagues
Allied teams
Beneficiaries
Upper management
Stakeholders
Your UX team
Other beneficiaries
@boolie
Build communities of practice
SarahBloomer & Co | UXIndia 2014 23
Build relationships within your organization through Communities of
Practice. Promote cross-functional collaboration. Cross-functional teams
drive ongoing research, design and evaluation.
Customer research
Customer facing experience
Product Strategy
Branding
Marketing
UX Team
Product Strategy
Personas
Field studies
Analytics
Sales
Stores
Customer service
Tech support
Training
Personas
Stories
Customer feedback
Voice of the Customer
Sales
Marketing
UX Team
Tech Support
Product Development
Usability test results
Tech support issues
Release plans
@boolie
Tips to move up the maturity model
SarahBloomer & Co | UXIndia 2014 24
Learn about your
culture:
Build trust: within your team, with your peers and
your stakeholders
Show you value co-workers: support them, help
them succeed, give them the information they need
Get to know your co-workers: Spend time with
product managers, scrum team colleagues, senior
management.
Share: UX is most effective when it is influencing and
enabling other groups.
Find allies: Learn how other groups are measured.
Identify myths & values: Find what’s preventing you
from moving forward. Also barriers & opportunities.
Communicate in all directions: Within your team,
next to your team, above your team.
Be a leader:
Design your team: Be tactical: Choose activities that will be accepted
within your culture. Align your UX goals to bigger goals.
@boolie
It won’t happen over night
SarahBloomer & Co | UXIndia 2014 25
http://johnnyholland.org/2010/04/planning-your-ux-strategy/
@boolie
You’ll get there
SarahBloomer & Co | UXIndia 2014 26
Culture Collaboration Capability Maturity
@boolie