Empathy: Not just for the customer - Cal Rowston, Fjord

EMPATHYNOT JUST FOR THE CUSTOMER

“The user should know to click that”

- Unspecified team member

Cal’s Dad

“The user should know to click that”

- Unspecified team member

Cal

Customers

Team

• Understand your colleagues

• Building trust isn’t easy - but it’s worth it

• Respect your colleagues

3 key messages

WHAT IS CREATIVE CULTURE?

CREATIVE CULTURE

I WAS SPOILT

UX LEAD

UXDESIGNER

UXDESIGNER

UXDESIGNER

UXDESIGNER

UX TEAM

SCRUM TEAM

OLD SCRUM TEAM

Designers Scrum Team

NEW SCRUM TEAM

AGENCY LIFE

HELP?

TOUCHPOINTS OF A DESIGNER

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

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

BUILDING RELATIONSHIPS

BUILDING RELATIONSHIPS

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

FULL STACK DEVELOPER• Must care about the design process

• Let the designer set the direction

• Must sketch with the designers

• Must attend usability testing

BUILDING RELATIONSHIPS

BUILDING RELATIONSHIPSTIPS FOR BUILDING RELATIONSHIPS

• Explore their interests

• Reminisce about their work history

• Welcome criticism

WHINE AND DINE

INDIVIDUAL BEHAVIOURTIPS FOR YOUR BEHAVIOUR

• Refrain from ‘me’, ‘myself’ or ‘I’

• Don’t be precious

• 1-2-1 time with team members

(a+bi)i = ai+bi2 = -b+ai

"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

A CREATIVE CULTURE• Table tennis tables

• Nespresso machine

• Bean bags

• Chinos, jeans or trainers

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

EMPATHYNOT JUST FOR THE CUSTOMER

Cal’s Dad

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