The user group you never knew you had Designing the stakeholder experience UX Camp CPH 2015 Mette Riisgaard Andresen - Senior UX Architect Henriette Hosbond - Senior UX Architect
Aug 15, 2015
The user group you never knew you had
Designing the stakeholder experience
UX Camp CPH 2015
Mette Riisgaard Andresen - Senior UX Architect Henriette Hosbond - Senior UX Architect
The path to awesomeness
• At the start of the project the energy is high and you cant wait to the started. • You have the vision. • You dream of the awesome concept you are going to design
The users
UX’er + team
The love triangle
The product
• You imagine yourself in a great live triangle where its you, the users and the product. • Great things are to come and you just want to get started and start improving people’s lives.
The users
The love triangle
Client/stakeholders The product
UX’er + team
• And so you start…but pretty fast you are reminded that you forgot someone…the client or stakeholder • We want the stakeholder to be involved. We are after all on a joint quest to make something great. • But the larger the company, the more complex this group of people and decision-makers become.
Trying to sell a fun idea to the client and they are having none of it
Source: thisadvertisinglife.tumblr.com
We have all experienced this…
When I try my best to show the client my stuff in a review but they are not impressed
Source: thisadvertisinglife.tumblr.com
…and most often this..
When the client keeps pushing the idea their nephew thought of
Source: thisadvertisinglife.tumblr.com
…and sometimes even this.
How do we design a process in which the stakeholders needs are met?
And in which we manage to
communicate in a way that resonates with them?
Source: Oxford Dictionary
It’s the fact that we as UX’ers don’t just produce.
Delivering a concept to the client often requires:
Communication skills People skills Persuasion
Stamina and last but not least humor!
Source: Oxford Dictionary
The stakeholder landscape
Product owner
Content creator
CEO
Marketing
Project manager
Developer / front-end’er
Designer
The stakeholder landscape
Product owner
CEO
Project manager
Developer / front-end’er
Designer
- Not enough time- Too many meetings- Don’t understand design- Driven by numbers- Too engaged with personal opinion
This guy
Content creator
Marketing
The stakeholder landscape
Product owner
CEO
Project manager
Developer / front-end’er
Designer
- Included too late in the process- Want more influence- Struggles with old/inefficient systems- Has tried to change things for years- KPIs determining her workThis girl
Content creator
Marketing
• What is their day like? • What environment are they in? • What do they see in the market? • How do they encounter us during
their work day? • What do they do to overcome obstacles?
• What options do they have? • How do they behave in front of others/of us?
• What really counts to them? • What do they dream of, career-wise? • What do they worry about? • How do they feel about working with us?
• Who influences them? • What do they hear about their work/
work situation/about us?
• What are their biggest fears? • Frustrations? • Obstacles?
• Wants and needs • Measures of success
Source: Business Model Generation