Going to War Over UX

@Grinblo | Going to War Over UX #ReasonsTo

GOING TO WAR OVER UX

Reasons to Be Creative | Brighton, UK

Friday, September 6, 13

Hi, I’m Evgenia(Jenny).

UX Specialist Future Workshops, London

www.grinblo.comTwitter: @grinblo

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/46909252@N08/5977107504Friday, September 6, 13

“...if people don’t do this right, we need to find a way to punish them.– ClientMy first client meeting, ever

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/46909252@N08/5977107504

1. Why do we have conflict?2. How can I avoid it?3. Is it my job to deal with it?

UX = user experience

Clients

Stakeholders

Designers

Developers

Product people

Project people

Quality assurance

CLIENTS...Friday, September 6, 13

www.clientsfromhell.net

"We need to incorporate my pet ferrets into the wedding."

"Can we make the cat in the animation look less sexy when it licks the window? It has closed eyes, which are making me think it’s sexual."

@Grinblo | Going to War Over UX #ReasonsTohttp://dilbert.com/strips/comic/2007-02-02/

TEAM...Friday, September 6, 13

“My job is to design. The developers can figure out how to build it later.– Design candidateInternship Interview at our company

Surely, we can do better than that.

UNDERSTANDINGEnd-users

User testing

Analytics

User testing

Analytics

ContextualInquiry

User testing

Analytics

ContextualInquiry

Interviews

User testing

Analytics

ContextualInquiry

Interviews

Surveys

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

A/B testing

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

A/B testing

CardSorting

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

A/B testing

CardSorting Prototype

Testing

Understanding Clients, stakeholders, team members

User testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

A/B testing

Testing

Understanding Clients, stakeholders, team members

testing

Analytics

ContextualInquiry

Interviews

Surveys

Eye-tracking

Diary Study

A/B testing

Testing

Leaving it up to chance

Conflict‣ Assuming they won’t understand‣ Lack of trust‣ “us” versus “them” thinking

@Grinblo | Going to War Over UX #ReasonsTohttp://www.astray.com/static/earth-huge.png

Born here

Grew up here

Studied here

Studied here Ended up here

Seeds of Peace: “Growing Seeds”http://vimeo.com/26866921

Different perspectives=Different realities.

Everyone has fundamentally different ways of seeing.

@Grinblo | Going to War Over UX #ReasonsTohttp://poetryonthebrain.blogspot.co.uk/2012/03/its-not-ambiguous-is-it.html

Credit: Beau Lotto http://www.lottolab.org/articles/illusionsoflight.asp

Ca y u rea t is?

Beau Lotto @ TED http://www.ted.com/talks/lang/en/beau_lotto_optical_illusions_show_how_we_see.html

Ca y u rea t is?

You a e not r adi g th s.

Ca y u rea t is?

You a e not r adi g th s.W at ar ou rea in ?

What are you dreaming?

Ca y u rea t is?You a e not r adi g th s.

BEAU LOTTOhttp://www.lottolab.org

“Our experiences of the world shape our understanding of it.

“...we filter out information based on our personal relationships, interactions and histories.

Each of us interprets the world differently.

(Mostly without realising it).

Intuitive.

Intuitive.Useful.

Intuitive.Beautiful.

Useful.

Intuitive.

Easy to use.

Beautiful.

Useful.

Intuitive.

Easy to use.

Beautiful.

Successful.

Useful.

Intuitive.

Easy to use.

Beautiful.

Successful.Clear.

Useful.

Intuitive.

Easy to use.

Beautiful.

Successful.Clear.

Useful.

Exciting.

Intuitive.

Easy to use.

Beautiful.

Successful.Clear.

Useful.

Exciting.

Valuable.

Intuitive.

Easy to use.

Beautiful.

Successful.Clear.

A good experience.Useful.

Exciting.

Valuable.

How do we begin to SPEAK THE SAME LANGUAGE?

@Grinblo | Going to War Over UX #ReasonsTohttp://bit.ly/1f9Pnzt

THE USUAL STARTING POINT FOR A WEBSITE OR APP

THE USUAL STARTING POINT FOR A WEBSITE OR APP DESIGN

The moments of interpretation are invisible to others.

We assume our differences are responsible for the mismatch.

Lessons from Seeds of Peace

1. GO FACE-TO-FACE2. CHANGE THE POWER DYNAMIC3. SHOW > TELL

GET EVERYONE TO UNDERSTAND UX.

GO FACE-TO-FACE

GET EVERYONE TO UNDERSTAND UX.SEE

GO FACE-TO-FACE

Human contact activatesMIRROR NEURONS

GO FACE-TO-FACE

http://www.flickr.com/photos/martin_mcdonald/371884786/

Human contact activatesMIRROR NEURONS

First-hand experiencesticks.

GO FACE-TO-FACE

http://www.flickr.com/photos/martin_mcdonald/371884786/

@Grinblo | Going to War Over UX #ReasonsTowww.flickr.com/photos/cinteractionlab/4557114137

GO FACE-TO-FACE Knowledge about usersIS OFTEN PASSED ONSECOND-HAND

@Grinblo | Going to War Over UX #ReasonsTowww.flickr.com/photos/cinteractionlab/4557114137

GO FACE-TO-FACE Knowledge about usersIS OFTEN PASSED ONSECOND-HAND

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/vasile23/6288918506

Take your whole teamTO THE FIELD

GO FACE-TO-FACE

“http://www.flickr.com/photos/vasile23/6288918506

There a direct correlation between each team member’s exposure to end-users and product improvements.

GO FACE-TO-FACE

JARED M. SPOOLhttp://www.uie.com/articles/user_exposure_hours/

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/56300399@N06/8636722022/

Take decision-makers TO THE FIELD

GO FACE-TO-FACE

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/56300399@N06/8636722022/

“The only time I’m not working is when I’m using your application

GO FACE-TO-FACE

“Teams that excluded non-design personnel didn't see the same advantages as teams that included those people.”

GO FACE-TO-FACE

“... they were constantly battling with these other individuals who didn't have the same experiences.”

GO FACE-TO-FACE

The number of team members regularly exposed to users is MORE IMPORTANT than the number of participants you test with.

JEFF GOTHELF

COLLABORATIVE DISCOVERY

GO FACE-TO-FACE

www.uxdrinkinggame.com

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/agecombahia/6283388208/

Take the field TO DECISION-MAKERS

patientvoices.org.uk

GO FACE-TO-FACE

@Grinblo | Going to War Over UX #ReasonsTohttp://www.brainpickings.org/index.php/2012/10/03/paul-zak-kirby-ferguson-storytelling/http://www.flickr.com/photos/reighleblanc/3854684694

STORIES CHANGES OUR BRAIN CHEMISTRY

GO FACE-TO-FACE

Paul ZakThe Moral Molecule: The Source of Love and Prosperity

@Grinblo | Going to War Over UX #ReasonsTohttp://www.brainpickings.org/index.php/2012/10/03/paul-zak-kirby-ferguson-storytelling/http://www.flickr.com/photos/reighleblanc/3854684694

STORIES CHANGES OUR BRAIN CHEMISTRY

GO FACE-TO-FACE

Paul ZakThe Moral Molecule: The Source of Love and Prosperity

Face-to-face =‣ Less translating‣ Less convincing‣ Higher shared empathy‣ More motivated to act

GO FACE-TO-FACE

Being a position of powerImpairs empathy

http://www.npr.org/2013/08/10/210686255/a-sense-of-power-can-do-a-number-on-your-brain

CHALLENGE THE POWER DYNAMIC

@Grinblo | Going to War Over UX #ReasonsTohttp://www.npr.org/2013/08/10/210686255/a-sense-of-power-can-do-a-number-on-your-brain

“Whether you're with a team at work [or] your family dinner, all of that hinges on how we adapt our behaviors to the behaviors of other people ... and power takes a bite out of that ability.”

Dacher KeltnerSocial psychologist at University of California, Berkeley

GET EVERYONE TO THINK OUT LOUD

GO FACE-TO-FACE

Create solutions together“DESIGN STUDIO”

http://vimeo.com/37861987

Todd Zaki Warfel

StakeholderDeveloperDesigner+ PM

StakeholderDeveloperDesigner+ QA

STEP 1: SKETCH

STEP 2: PRESENT & CRITIQUECHALLENGE THE POWER DYNAMIC

STEP 2: PRESENT & CRITIQUE‣What problem does this solve?‣Does it solve it well?‣How can we simplify this?

STEP 3: MAKE IT BETTERCHALLENGE THE POWER DYNAMIC

Equal power dynamic:‣ Less ego‣ Less defending‣ Earlier agreement‣ Better iterations

Photo by Bobbie Gottschalkhttps://www.facebook.com/bobbie.gottschalk

SHOW > TELL

Jeff Gothelfhttp://www.jeffgothelf.com/blog/using-personas-for-executive-alignment/

Put your assumptionsINTO SHARED ARTIFACTS

SHOW > TELL

Client artwork

SHOW > TELL

Game Storminghttp://www.gogamestorm.com

SHOW > TELL

goodkickoffmeetings.com

WHERE TO STARTSHOW > TELL

Jeff Patton & Luke Barretthttp://www.jeffgothelf.com/blog/using-personas-for-executive-alignment/

SHOW > TELL

Jeff Patton & Luke Barretthttp://www.jeffgothelf.com/blog/using-personas-for-executive-alignment/

SHOW > TELL

Shared activities and artifacts speak louder than words

SHOW > TELL

Creating with clients?WHAT ABOUT CRAFT & EXPERTISE?

(aka: is this my job?)

Dilberthttp://dilbert.com/strips/comic/2004-10-28/

We see craft as a specialized skill.

We see craft as a specialized skill.Tools

We see craft as a specialized skill.ToolsTraining

We see craft as a specialized skill.ToolsTrainingMaking

@Grinblo | Going to War Over UX #ReasonsTohttp://www.flickr.com/photos/usnavy/5815431626http://www.flickr.com/photos/wagnertc/4800433128

But craft is rooted in...

But craft is rooted in...Relationships.

But craft is rooted in...Relationships.Apprenticeship

But craft is rooted in...Relationships.ApprenticeshipMastery

But craft is rooted in...Relationships.ApprenticeshipMasteryTrust

But craft is rooted in...Relationships.ApprenticeshipMasteryTrustLoyalty

https://www.msu.edu/~carillon/batmbook/shirlaw.gif

Original craft modelMaster Apprentice

User-centered design

Team member

Team memberEnd-users

Clients

Engineers

Clients

Engineers

Clients

Stakeholders

Engineers

Clients

Stakeholders

Engineers

Clients

Stakeholders

EngineersQA

Clients

Stakeholders

EngineersQA

Clients

Management

Stakeholders

EngineersQA

Clients

Management

Stakeholders

EngineersQA

We no longer do our work alone in our workshop.

Share our skills and our tools.

Share our skills and our tools.Stop assuming people can read our minds.

Dilberthttp://dilbert.com/strips/comic/2004-10-28/

Remember this?

IA IxD

UXService design

Software engineering

Usability

Visual design

Game design

Product

Take the lead in bringing empathy into the boardroom.

(Not every client will thank you, But you’ll make a lot of lives better).

www.seedsofpeace.orgHappy 20th birthday

Thank you!

Twitter: @grinbloJenny@futureworkshops.com

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